Adding and editing service groups

As a configuration administrator, you can perform these functions related to service groups:
  • Configure the properties of service groups
  • Add service center users to service groups
  • Assign and unassign service center employees
  • View populations that assigned to service groups
  • View service groups' service level agreements
  1. Select Administration > Setup.
  2. In the Primary pane, click Service Groups.
  3. To add a service group, click Create.
    To edit a service group, double-click the service group.
  4. On the Properties tab, specify this information:
    Service Group
    Specify the name of the service group.
    Description
    Specify a description of the service group. Description is used only for reference.
    Active
    Select this check box to make the service group available in the application.
    Tier
    Specify the tier to which the service group is assigned. Service groups with the lowest tier number work cases first. When service group members can't resolve a case, they can forward it to service group members at a higher tier.
    Case Type
    Specify the type of case the users who are members of the service group serve. The service group can serve cases that are related to human resources, technology, or both.

    If candidate onboarding is enabled for your organization, you can select Job Application. This case type assigns the service group to topics related specifically to job applicants’ cases.

    Unassign Case On Reopen
    Select this check box to unassign the case after the case is reopened.
    Before Submission
    Select this check box to prevent logging the changes made in the assignment before case submission as transfer events. The transfer alert is still displayed, and the transferring agent must provide a reason.
    After Submission
    Select this check box to prevent logging the changes made in the assignment after case submission as transfer events. No transfer alert is displayed, and the transferring agent is not required to submit a reason for transfer.
    Begin Day
    Change this setting only if you want to override the service level agreement settings that apply to the organization. Specify the day of the week that the business week begins.

    See Configuring service level agreement settings for the organization.

    End Day
    Change this setting only if you want to override the service level agreement settings that apply to the organization. Specify the day of the week that the business week ends.

    See Configuring service level agreement settings for the organization.

    Begin Time GMT
    Change this setting only if you want to override the service level agreement settings that apply to the organization. Specify the time of day that the work day begins.

    See Configuring service level agreement settings for the organization.

    End Time GMT
    Change this setting only if you want to override the service level agreement settings that apply to the organization. Specify the time of day that the work day ends.

    See Configuring service level agreement settings for the organization.

    Reset On Reopen
    Change this setting only if you want to override the service level agreement settings that apply to the organization. Select this setting to reset the SLA settings if the case is closed and reopened. When this setting is selected, the case SLA is recalculated based on the date and time that the case was reopened. When this setting is not selected, the case SLA is not reset, and the SLA date that was active at the time the case was closed applies.

    See Configuring service level agreement settings for the organization.

  5. On the Members tab, you can add, activate, and deactivate service center employees to the service group.

    See Assigning service users to service groups.

  6. Click Save.