Business Units (BUs) are divisions within an organization that work independently to handle different products or services. For example, there are different divisions within a bank - Savings and Current Account division, Credit and Debit card division, Loans & Insurance division etc.,
The Business Unit in SupportCenter Plus is modelled around this very basic idea that a division handles one or more products/services. Every division of the organization works to provide support or service to the end customers. The divisions have different members (or technicians) who attend to the questions raised by the customers. Almost all configurations right from the the basic ones like the Categories, Priorities, Levels etc to complex ones such as the custom fields, Time zones & SLAs etc can be defined based on the needs of the Business unit. In addition, it also provides the ability to configure multiple email IDs per Business Unit that helps in automatic routing of requests to the respective Business Unit.
Groups denotes the classification of your support team so that all the incoming requests can be categorized and equally distributed amongst the support reps. Say, the support reps under the Warranty Group handle requests relating to warranty.
You can configure the email address of the respective Groups, which routes the service request mails to the particular group. For example, if the group 'Warranty' is configured with the mail address 'firstname.lastname@example.org' the request sent to this particular address will automatically get associated with the group 'Warranty'. While replying the request assigned to the group, the From Address will be the Reply to Address of that group.
If email address is not configured for the groups, the requests will follow the mail configuration settings of the corresponding business units.