After creating your service-specific assignment groups, assign them to the service sets. Assigning assignment groups to the various departmental service sets facilitates in automatically routing universal requests to the right agents (assignment group) within a specific department (service set).

Vorbereitungen

Role required: admin

Warum und wann dieser Vorgang ausgeführt wird

Also, after triaging, agents can also transfer universal requests and department tickets to the appropriate agents (assignment group) within a specific department (service set).

Prozedur

1. Navigate to All > Universal Request > Administration > Service Set Assignment Groups.
2. Select the Service Set from the look-up list.
3. Select the Assignment Group for the service set.
4. Click Submit.