Administrative groups

An administrative group is a group of service center users whose primary role is to monitor the progress of the entire service center. Any service employee fulfilling an agent or manager or administrative service role can be a member of an administrative group.

Service center users who are members of administrative groups can access cases in the populations that they serve through topics. When a topic is configured for a population in the Topic Routing tab, the members of the administrative group are authorized to access secured cases.

Unlike a standard service group, the system prevents an administrative group from being directly assigned to cases.