Definitions
To ensure best performance, your CRMdesk system contains the following customizable elements:
- Assign Rules – directions for the system to choose appropriate user to assign a new question submitted via the Customer Desk or Support Desk interface, Assign Rules are optional – users are able to assign questions immediately without using the Rules.
- Mail Rules – directions for creating new questions based on requested received via email interface.
- Escalation Rules – directions for the system on who to reassign questions left untreated for certain time periods. These Rules ensure that no customer request if left without attention.
Tips
Using Rules is the best way to speed up your question processing. As the number of new questions grows, add new and change existing Rules once in a while.
When defining Rules’ priority, move the most specific Rules to the top of the list, and bring the most general ones to the bottom. This will ensure that the system will assign questions using the most specific criteria first.
Next: Assign Rules Maintenance