The Service Organisations tab can be used to create, delete and edit service organisations for a company.
Service Organisations allow to set up the organisational structure of the manufacturer / service provider if the company is divided into different sales and/or service locations. An example would be to set up a Service Organisation for every country with a service location. Service Organisations allow to grant users access to the different locations and the respective customers.
The Service Organisations overview displays information such as:
List of Service Organisations.
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Create new Service Organisation
| A dialog for entering the Service Organisation details opens.
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Follow the Sun Follow The Sun is a feature that allows different service organizations to provide support at their office hours for all other organisations. This can ensure 24/7 support availability for service recipients, regardless of the original organisation's office hours. |
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Select one or more dispatchers The dispatcher is a user that gets an alert in the form of an email when a Service Case gets delegated to the Follow the Sun Service Organisation.
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Blacklist The Service Organisation blacklist is used to exclude specific other Service Organisations from being available to handle Service Cases when this organisation is out of office.
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Schedule Office Hours If you don't specify hours here, we'll default to an always-on (24/7) schedule. You can also add multiple operating-hour slots per day. The gap between two slots will be considered a break. Office hours are local times for the timezone you selected above.
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A summary of the created Service Organisation is displayed.
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Edit existing Service Organisation
| After clicking the button: A dialog for entering the Service Organisation details opens.
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Follow the Sun Follow The Sun is a feature that allows different service organizations to provide support at different times. This can ensure 24/7 support availability for service recipients, regardless of the original organisation's office hours. |
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Select one or more dispatchers The dispatcher is a user that gets an alert in the form of an email when a Service Case gets delegated to the Follow the Sun Service Organisation.
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Blacklist The Service Organisation blacklist is used to exclude specific other Service Organisations from being available to handle Service Cases when this organisation is out of office.
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Schedule Office Hours If you don't specify hours here, we'll default to an always-on (24/7) schedule. You can also add multiple operating-hour slots per day. The gap between two slots will be considered a break. Office hours are local times for the timezone you selected above.
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A summary of the created Service Organisation is displayed.
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The selections will be permanently stored for your user and can be reset to factory setting by clicking . |
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