Can I create multiple tasks for a request and assign them to different support reps?
Yes, you can create tasks to complete specific requests related to requests. You can also create multiple tasks and assign it to various support rep so that they can work on different issues of a request simultaneously, considerably reducing the response time.
To know more about adding a task pertaining to a request, please refer to this link.
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Can I auto-assign requests to Support Reps?
Yes, you can automatically assign requests to Support Reps based on set conditions, using our Workflow Settings. Goto Setup>Automation>Workflows Create a New Rule and in the Actions area, create a Workflow Assignment Value to be associated to the ...
How can I create a new role and assign it to a support rep?
You can create a new Role by following the steps mentioned below. Click Setup > Admin Settings > Roles. In the Roles page, click the New Role icon. In the New Role page, do the following operations: Role Name: Specify the name of the role. Reports ...
What are Workflow Rules, Workflow Alerts, Workflow Tasks & Workflow Assignment Values?
Workflow Rules Workflow Rule helps you to specify, when a workflow should be triggered & be executed ( based on criteria ). For more details about Workflow Rules, click here. Workflow Alerts Using Workflow Alerts you can send automatic ...
Can I create Pre-defined Request Templates?
Yes, you can create pre-defined Request Templates with pre-defined set of values in the Request form fields. Customers or Support Agents can quickly select the Request Template for further action. To add new Request Template, Goto Setup >Templates & ...
Can I create a Workflow Rule without setting up Alerts, Tasks & Assignment Values?
Yes. You can create a workflow rule without setting up any Alerts, Tasks and Assignment Values to it. But remember that, no action will be performed when the workflow rule is executed. So it is important to associate a Workflow Alert or Task or ...