Automated Workflow

This section covers tasks and rules that can be configured by Workspace Administrators to occur automatically based on many different criteria. The options include:

Escalation —Configure automated Escalation and Business Rules.
Service Level Management —Configure service level agreements.
Auto Assign —Configure default assignment and auto assignment rules.
Quick Issues —Manage Quick Issue Templates.
Auto Run Reports —Schedule saved reports to be emailed automatically.
Customer Survey —Create a customer satisfaction survey to be sent to customers when their Issues are closed.
Submission Tracking —Track how Issues are submitted.
Issue Workflow—Configure options for cross-workspace copying and subtasks.
Change Management—Configure the Change Manager approval processes and phases.
Social Media -- Configure the Workspace so that Agents can broadcast Issues to social media.

You are here: Chapter 7: Configuration and Administration > Workspace Administration > Automated Workflow > Automated Workflow