1. Automotive Guide
  2. Using Assignment Manager to Assign Service Requests

Using Assignment Manager to Assign Service Requests

This method of assigning service requests requires a representative to use Assignment Manager. Assignment Manager automatically designates a customer service representative or call center agent based on skill level and availability.

To assign a service request using Assignment Manager

  1. Navigate to the Service Requests screen, then the Service Requests List view.

  2. From the visibility filter, select All Service Requests.

  3. Select a SR # record.

  4. In the lower form applet, click Menu, and select Assign.

    Note: The application automatically assigns the service request to a representative or presents a list of potential assignees based on skills and other rating criteria. If presented with a list of eligible assignees, select one and close the assignment window.