How are business units for set up for Service and Help Desk?

With business units (BUs), you can deploy more than one service center within a single instance of your service or help desk application. This topic gives an overview of the steps that you must perform to complete the business units setup.

You can use multiple BUs in the following ways:

• Segment SRs between BUs so that users can search and identify SRs from multiple BUs.

• Use product catalogs, categories, channels, and email templates specific to a BU.

• Assign SRs to queues by writing rules based on BU.

• Create service request BI reports specific to a BU.

Currently, the following objects aren't supported by multiple BUs in Service: accounts and contacts, users, resources, and lookups.

To set up business units in Service, you must perform the following tasks in the given order.

Step	Description
Setting Up Business Units for Service	Add the Manage Business Unit functional area to the Service offering by using the Change Feature Opt In link in Setup and Maintenance.
Manage Common Profile Options	Set the profile options to enable the multiple-BU functionality in the Manage Common CRM Business Unit Profile Options task.
Manage Internal Resource Organizations	Define internal resource organizations to be associated with the BU.
Manage Resource Organization Hierarchies	Add the internal resource organizations to the internal resource organization hierarchy.
Create Business Unit	Create a BU to be associated with the resource organization in the Manage Business Unit Task.
Associate Resource Organization to Business Unit	Associate the internal resource organization to the BU you created. Use the Resource Directory.
Create Employees	Add users to the organization in the Users, Roles and Delegations task, and make one of the resources a manager for the organization.
Reset Passwords for Users	Reset the password for the users.
Set the Scope in Service Setup Tasks and complete Service Setup tasks.	Set the scope for Service tasks and set up the remainder of the Service offering.
Add additional BU fields in the SR if users are associated with multiple BUs.	Change the layouts of the SR pages if required. Use Application Composer to include multiple BU fields in the SRs. Note: Only required if a user is associated with multiple business units.
Configure Multiple Business Units with Digital Customer Service	If you implement multiple business units for Digital Customer Service, you must complete some additional configuration.