Teams of users
Resource-sharing across the organization
Operators and work queues are associated with business units in the organization. You can create work groups so that resources can be shared across the entire organization, regardless of the business unit the operator is associated with.
A work group identifies a cross-functional team that contains a manager and a work queue. The work queue in a work group contains shared work. Operators associated with a work group can share work among operators in different business units.
For example, an Information Architecture (IA) Consultant is assigned to the Technical Enablement unit of SAS Inc. To facilitate collaboration with the User Experience (UX) Designers in the Design unit, the IA Consultant and UX Designers are assigned to the Design work group to give each member of the work group the ability to access work from a shared work queue.
In the center of the following image, slide the vertical line to see users from different business units in the same work group.
Work groups and operators
Each work group contains one work queue that can be shared by operators associated with the work group. An operator must be associated with at least one work group and can belong to more than one work group. Associating operators to work groups allows businesses to manage how individuals share work without affecting the organizational hierarchy.
In the following image, click the + icons to learn more about shared resources in work groups.
Work group managers
A work group identifies one operator who is the work group manager. The system can use manager information in a work group for notification tasks and routing tasks. Work groups give managers the flexibility to assign, monitor, and report on work performed in each work group. Managers use the Case Manager portal to access the work performed in work groups.
Work groups can contain Authorized managers to help transfer assignments. For example, if the team primary manager is unavailable, an authorized operator can perform some of the manager responsibilities. Authorized managers are not required to be part of the work group, and are not allowed to perform approvals or complete assignments.
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