You’ll get to name the departments whatever you like, assign reps to each department and assign cases just as easily as you did before, but with the ability to specify a department, too.
Not only does this make sorting cases easier, it will allow you to see improved analytics on performance between departments, for example:
- How quickly does Billing resolve issues vs. Customer Support?
- How many cases does each department get and where is the volume trending?
- How satisfied are customers with each of your departments?
- And much more…
That’s the latest. Keep an eye out for more news as Departments officially roll out!