Understanding Call Center Business Units
A call center business unit represents an operational entity, an individual call center within your organization. You must associate all call center cases with a business unit. All call center reporting and analysis is based on business units. You can configure different business units for different business processes.
You can use one business unit for all cases, or you can separate operations based on whatever criteria makes the most sense. For example, you could create business units for different product lines or regions.
Before creating multiple call center business units, be sure that you understand the concept of tableset controls, the mechanism that is used to determine valid values for certain fields on the Case page and other transactional pages.