Concepts related to employee users
These concepts related to employee users are useful in the understanding of case routing in the service center.
Employee
An employee is a worker whom the service center serves.
User Group
A user group is a collection of employees that share one or more common traits, such as region, job level, or medical plan type.
Population
A population is one or more employee user groups that is serviced by one or more service groups. Topics are assigned to populations. When a case is created, it is routed to the default service group that serves the employee's population.