Overview

Updated on 15 Oct 2024
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Elevate collaboration and productivity with a customized workgroup!

Workgroup configuration enables you to define and set up teams or groups of people within the application. A Workgroup can be a group of technicians who are working towards the same goal, such as addressing an Incident, Service Request, Work order, etc.

This configuration allows you to set up a collaborative workgroup, establish a dedicated communication channel, and seamlessly deploy it across the required applications and modules.

Let's understand the key capabilities of Workgroup

Figure: Workgroup Capabilities

Use Case

User Persona: Administrator

Solution

NovaTech, an IT Service provider, receives a wide range of incidents that require prompt and swift resolution to meet SLA.

However, recent analysis reveals a risk of SLA breaches due to incidents being assigned to individuals lacking expertise in the reported areas.

To overcome this challenge, Sandra introduces new Workgroups to facilitate effective teamwork in managing the incidents.

Each Workgroup specializes in a specific area of IT support, such as network infrastructure, software applications, hardware maintenance, and cybersecurity.

This approach ensures timely incident resolution by efficiently routing and assigning tasks to specialized teams, thereby leveraging their expertise for optimal outcomes.

Don't stop here! Keep exploring to understand more about Workgroup configuration.

General Characteristics

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Workgroup Characteristics