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Create a Custom Process for Manage Support Cases
With our recommended configuration process, Employee Concierge includes all the features you need to manage support tickets in Employee Workspace. You can, however, customize the default settings or create your own process for managing support cases. Complete the required configuration before you consider any of these customizations.
Create Additional Support Processes
The Employee Concierge package includes a support process called the IT Process, but you can create additional support processes based on your organization’s needs. Support processes use the status field to identify a case within the support lifecycle. If you add a support process to Employee Concierge, review, edit, or add values to the Status picklist field on the Case object.
Add Values to the Types Field on the Case Object
Employee Concierge includes values on the Case object picklist field called Type. You can add or edit values to this picklist field to allow users to indicate different kinds of issues, such as electrical, mechanical, or access.
Add Case Record Types
Record types determine the business processes, page layouts, and picklist values for tickets. By default, Employee Concierge includes the IT record type on the Case object. This record type corresponds to a unique support process and is enabled for all profiles. If you create an additional record type on the Case object, link it to a support process and enable it for all profiles that file tickets for that kind of case. Users also must have access to a record type. If you use permission sets to grant access to record types, add the new record type to the Case Object Settings on the appropriate permission sets.
Add Public Groups and Queues for Multi-Tier Support
Employee Concierge includes a public group and corresponding queue called IT Service Agents Tier 1. Users assigned to that group can see cases routed to that related queue. To create multi-tier support, create additional groups and queues. We recommend creating one public group and one associated queue per tier type, such as IT Service Agents Tier 2 and It Service Agents Tier 3. After creating a new public group and queue, remember to create assignment rules and escalation processes as needed.
Create Escalation Rules
Escalation rules can automatically reassign cases and notify users based on criteria you set. For example, you can create an escalation rule that notifies a specific user if a case remains open after a certain amount of time.
