Configuring Business Units
Organizations with various marketing segments can be best thought of as a number of businesses, that supports their own set of accounts, customers and vendors. Hence, the customer support operations in these enterprises are complex, interconnected and extremely difficult to organize.
In ManageEngine SupportCenter Plus, you can configure individual segment or division as a "Business Unit", with which, you can organize and manage your support team effectively.
For instance, let´s take the company Acme Corporation. It has 3 Strategic Business Units which include Telecom, Retail and IT. Each Business Units can have their own customers (Accounts) and each customer can have multiple branches (Sub Accounts). The Accounts and Sub accounts can have their own contacts (Customer Contacts), who will be raising the requests.
Before getting into the configurations and modules based on departments, let us understand the roles and privileges offered to a support representative in departments.
Support Representative: Ability to be associated to multiple departments, and assigned with different roles for every department.
If you have enabled multi tendency feature in ManageEngine SupportCenter Plus, the configuration wizard opens to view the following tabs,
Manage Business Units
You can manage and organize all your Business Units from this tab. Manage Business Units lists all the Business Units added in SupportCenter Plus from which you can add, edit and move Business Units to archive state. In addition, you can also set a Business Unit as default by cliking on the Set as Default Business Unit icon beside the business unit. The default Business Unit accumulates requests which are not aliased to any business unit. The business unit which is set as default cannot be archived.
Add Business Unit
Note: The number of Business Units added depends on the license purchased. If you have purchased a 5 Business Unit license then only 5 business units can be added along with the default Business Unit present in the application.
Edit Business Unit
Archive Business Units
Business Units cannot be deleted but can be made inactive by moving it to archive for further reference. The business unit currently viewed cannot be moved to archive state unless you switch to another business unit.
To move a Business Unit to archive,
To reactive archive Business Units
Business Unit Settings
The Business Unit Settings consists of all the admin settings that require separate configurations for each Business Units. To know more on configuring individual settings refer Configurations.
A few admin settings are applicable to all the Business Units configured in the application like the Mail Server Settings, Customer Portal, scheduling a backup and so on. These admin settings are grouped as Global Settings.
In addition to the above list, Global Additional Fields can be configured for support reps, contacts and accounts. The addition fields configured are available while adding support reps, accounts and contacts for all the business units in the application.
The Roles and Support Reps functionality under Global Settings is an added advantage to the multi tendency support, especially in scenarios where a support rep or a role is required for all the available business units.
To know more on configuring individual settings refer Configurations.