How to use Divisions


Divisions allows you to segment and use Supportbench across your entire organization allowing secure and customized instances. A division can be a brand, department, or an organization. When you create a new division, you can:

  • Disable access to the cases, articles, and assets within a division by an agents role.
  • Create administrators for those divisions that can add new agents only to those divisions.
  • Create communities and forums per division.
  • Have custom fields per division.
  • Have custom surveys per division.
  • Customize the default lists such as activity types / issues / outcomes per division
  • Lock search results to those cases / articles / assets within the divisions assigned to that role.
  • Custom assets and categories per division
  • Dashboards and Analytic results only display numbers for those divisions the role has access to.
  • Ability to transfer cases to agents among different divisions.

There is no limit to the number of divisions that can be created.

Adding a Division

  1. From the main header within Supportbench, Go into Configuration section and click on "Organization --> Divisions".


     
  2. Type in the name of the division and click on "Save Changes".

    Tip: You can create subdivisions to allow even further customizability and security.

 

How to Restrict Agent Access and to Only Allowed Divisions

You can restrict agents to particular divisions by using the role functionality.

  1. From the main header within Supportbench, Go into Configuration section and click on "Organization --> Roles".


     
  2. Add a new for the new role, and select the Divisions this role will have access to and select "Save Changes". 

    Note: If you leave no divisions checked, full access is assumed.


     
  3. Now that you have a new role, add the selected users to this role.

    From the main header within Supportbench, Go into Configuration section and click on "Organization --> Agents".
     
  4. Select the agent you would like to add to the newly created role.
     
  5. Two settings can be set:

    Division - This is the default role for the agent and will be automatically assigned for new case creations and views.
    Role - Select the newly added role

 

 


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