Multi-Department Support

Marcel Gravelle

04-Jul-2022

What is Multi-Department support?

Supportbench makes multi-department support SO EASY. It allows you to segment your organization based on your business requirements - giving you the ability to have secure and customized instances. You can have multiple departments (we call them divisions,) multiple teams and work queues within those divisions (departments). A division can be a brand, a department or even an organization.

For example, if you have a sales department, within that department you can also have a lead generation and a closing team. You may also have a support department that supports various products, which could be segregated by teams.

When creating a new division (or department) 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 or outcomes per division.
• Lock search results to those cases / articles / assets for agents within the divisions.
• Customize assets and categories per division.
• Display dashboard and analytic results for a particular division.

Additionally, there is no limit to the number of divisions, teams, or queues that you can create.

What are the benefits of Multi-Department support?

• Measure and increase performance by department.

By creating seperate departments (divisions) within your Supportbench, you can ensure that your customer support effort is organized into manageable sections. This means, that any surge in a particular kind of case issue doesn’t bring your whole support team down. Additionally, you can measure data and performance metrics by division, allowing you to narrow down your focus on areas of improvement.

Each department can have a customized set of rules for dedicated teams. This means, specific SLAs, Issues and Surveys so each of your divisions/teams can work in their own way thats most efficient for them and receive feedback specific to them.

• Increased department security.

Lock down and disable access to particular cases, articles and assets within a division. Being able to secure the different companents of each department and restrict agents by agent role/division means less risk of organizational security breaches. Additionally, case discussions can only be seen by users within the division/role.

• Massively increase efficiency at every level.

By combining Supportbenchs robust multi-department support with Supportbench worklows, you can automatically route cases to their approrpriate division. These cases can then be assigned to a specific agent using workflows or anyone in a specific queue using Round Robin. 

Each division can have its own set of assets and seperate self-service portals and communities. Meaning, you can set up a new product-line or brand, extremely quick.

How to use it?

Create a Division:

1. From the main header within Supportbench, Go into Configuration section and click on "Organization > Divisions".
   
   
    
2. Click on New Division
3. Type in the name of the division, fill in the properties, and click on "Save Changes"     

How to Restrict Agent Access by Role and 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. Click on New Role
3. Add a name for the new role, fill in the properties, and select the Divisions this role will have access then select "Save Changes". 
   
   Note: If you leave no divisions checked, full access is assumed.
   
   
    
4. 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".
    
5. Select the agent you would like to add to the newly created role.
    
6. Three 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
   Team – Select any teams you have created for this division/role.

Create a Team: 

1. Navigate to Configuration > Organization > Teams
2. Select New Team and fill in your desired properties
   
3. Next, following the steps for “How to Restrict Agent Access by Role and Allowed Divisions” navigate to Organization > Agents, select an agent, and assign their Role.