Take a tour of the 7 easy eCustomerService quickstart steps.
Cloud Customer Service Software Quickstart Service Groups
Define Your Support Departments/Groups
These are the various departments that contribute to distinct aspects of customer support, such as the Sales or Technical Service Groups. Your Customer Support Department should be the focal point for all customers to call for their problems/service requests. Outsourced service groups and/or other company departments can also be set up as Service Groups. For example, two company departments outside of Customer Support are Marketing and Finance. Handling some customer service requests may require the coordination between the Customer Support, Marketing and Finance departments. As a result, these Service Groups may be logical choices.
Within each Service Group, you also have the option to set escalations paths for each Severity Level. For example, you probably want the escalation path for the Marketing Service Group to be different than for the Finance Service Group.
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