Will the same SLA work across all Departments?

• Related Articles

• How to switch departments and view the records?

  Departments are listed as a drop down at the top. Refer the below image to switch between the Departments.

• Can a Support Agent be associated with Multiple Departments?

  Yes, support agents can be associated to multiple Departments. Goto Setup >Admin Settings >Users >edit the Support Rep and associate departments to the Support rep.

• Can I restrict departments for Customer Portal Users?

  No, it is not possible to restrict a particular Departments for selected Customer Portal users. Once a Department is made "Public", all Customer Portal users can access that particular Department.

• Can I add Mutliple Departments to track different Team or Division Requests

  Yes, you can create multiple departments and have separate e-mail address for each department to track requests. To know more, please click Department and Mail Server Settings.

• How do I create SLA & Escalations?

  To create SLA & setup Escalation to supervisors, Goto Setup > SLA Settings > Service Level Agreement and follow the steps. For more, refer SLA and Escalations.