Service center groups

A service group consists of service center employees who share one or more common traits such as region, level of experience or area of expertise. Service groups serve, manage or administer one or more user populations. All agents, service managers and service administrators must be assigned to one or more service groups. Service group membership determines the cases that service center employees can view and access in the application.

Service groups enable automatic routing by topics that are assigned to cases. All topics are required to be routed to a default service group that is configured in the routing manager.

A service employee who fulfills more than one service role has the rights and privileges that are associated with each role.

An administrative group is a special kind of service group. Members of an administrative group can grant members of the group authorization to access cases.

A case can be secured so that only the members of the service group or admininstrative group that is assigned to the topic are authorized to access it.