Understanding Provider Groups

Provider groups are a particular search type (UDC 01/ST) in the Address Book. Use the Work With Provider Groups program to set up provider groups. When you set up a provider group, the system adds a record to the F1797 and F0101 tables.

If you escalate cases using skill levels, use the Provider Group Employees program to identify the members of each provider group and the skill level associated with each member.

If you escalate cases using distribution lists, use the Distribution List Control program to attach assignees to provider groups. When you define organizational structures, you create hierarchies of relationships between parents and children.