Functional Areas of the Help Desk Offering

To start implementing Help Desk, a user with the Application Implementation Consultant role must opt into the offerings you want to use.

Help Desk Functional Areas

The following table shows the primary functional areas of the Help Desk offering.

Caution: Changes in tasks for that are shared with the Service offering will impact the setup for existing service requests (used in CRM and the Classic HR Help Desk). If your company is using the CRM Service application or the Classic HR Help Desk, be sure to coordinate any changes to shared tasks with the Service Administrator.

Functional Area	Description
Help Desk Request	Manage lookup values for requests, for example severity, status, or priority values. You can opt into auditing of help desk requests, or change default action for areas such as assignment, auto-close, and default values.
Assignment and Routing	Manage the Help Desk request assignment objects and assignment rules. You can use attributes of the request as well as the employee to create the rules.
Email Communication Channel	Manage the channels you use to communicate with customers, configure each channel, and manage the Omnichannel toolbar and assignment rules.
Other Communication Channels	Manage settings for the tools that make agents more productive, including global search, collaboration, and standard text.
Service Catalog	Manage the product hierarchy used for categorizing the product of a help desk request.
Knowledge Management	Enable knowledge management features, set up locales and users, and create and manage the knowledge base for authors, agents, and external users.
Service Entitlements	Manage the configuration of milestones tracked for Help Desk requests.
Action Plans	Associate action plans with help desk requests to help facilitate a series of steps or a sequence of events that may be required to resolve requests.
Productivity Tools	Manage settings for the tools that make agents more productive, including global search, collaboration, and standard text.
Business Units	Set profile options to enable the multi-BU functionality, define and add internal resource organizations, create business units, and BUs associated with resource organizations.
Application Extensions	Manage the common functions that help in maintaining the core application data, establishing security, maintaining transactional and shared data, and setting the user general preferences.