Service groups

A Service group consists of service users who share one or more common traits such as region, level of experience or area of expertise who serve, manage or administer one or more user populations.

All agents, service managers and service administrators must belong to a service group to determine what cases they can view and access in the application.

Service groups serve one or more employee populations.

Service groups enable automatic routing by topic. All topics are required to be routed to a default service group that is configured in the Routing Manager.