Adding and editing a service group

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Service Groups.
  4. Click Add or select an existing service group.
  5. Specify this information:
    Name
    The name of the service group.
    Description
    A description of the service group, for reference only.
    Admin Group
    Set to Yes to establish a service group as an admin group. Only ServiceAdmins should be members of an admin group. Admin groups do not accept chats. They are not assigned to cases, but they provide administrators visibility to cases with specific topics that the group is assigned to in the Routing Manager.
    Tier
    The tier to which the service group is assigned. Service groups with the lowest tier number work cases first. When service group members cannot resolve a case, they can forward it to service group members at a higher tier. If the service group is an Admin Group, the tier number is irrelevant.
    Status
    Set to active if the service group is used. Set to inactive to discontinue use of the service group. Important: Do not set a service group to inactive if it is the default service group for the given topic.
    Before case submission
    No means that changes to the assignment of the case before submission are not logged as a transfer event. The Transfer Alert is not shown, and the transferring agent is not required to submit a reason for transfer. Yes means that changes to the assignment of the case before submission are not logged as a transfer event, the Transfer Alert is shown, and the transferring agent is required to provide a reason for transfer.
    After case submission
    No means changes to the assignment of the case after submission are not logged as a transfer event. The Transfer Alert is not shown. Yes means changes to the assignment of the case after submission are logged as a transfer event. The the Transfer Alert is shown, and the transferring agent must provide a reason for the transfer.
  6. Click Add or Update. The service group is added to the list of service groups.
  7. Select the service group from the list and configure the populations, Chat and Members forms.