The work in the CRM system must be assigned to the right agents. In Solastis CRM you can specify assignment rules to assign the tasks to the CRM agents automatically. This is the more detailed approach than just assigning a ticket to an agent. As you have seen previously, Solastis offers a tool to implement a sequential task template at a case level. Since a case is broken into tasks, the system also offers you to provide an assignment rule at a task level. Either all tasks can be assigned to a single agent or those can be assigned separately based on who is responsible for that task.
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Automatic assignment rules
The assignment rules can be specified at a task level. Let’s say there are 8 tasks in the case then each of the tasks can be assigned separately. So it is possible to assign task No 2 to a separate person than the one who was assigned task 1. The assignment rules need to be specified in the configuration. When any task is activated, the system will determine the agent to assign the task to.
This approach is different from other CRM systems where a ticket (or case) is assigned to a person, and no further finer control is possible. Because Solastis offers a feature to assign different tasks to different people, it is much easier now to implement cross-departmental or cross geographical cases with ease.
Direct vs User group assignment
For specifying the assignment rule of the agent to a task, few options are available. You can assign a task to a specific user, or you can assign it to a user group. If the user group option is selected, then the selection of the user is either done via round-robin or random method. It is also possible to assign a user for the first step and then carry over that assignment to subsequent steps. This is useful when you want to divide a case into few steps but want the same person to attend to all the steps.
Ability to implement a task template in a case and then the possibility of assigning different tasks to different users enables executing cross-functional or cross geographical cases easily. Often cases span across functional areas, for example, a case may start with sales and may move on to finance & billing department later on. Similarly many case span across geography, nowadays it is quite common to have a back office is some other country. In Solastis CRM these situations are easy to manage. You just create a separate step and an assignment rule to assign the task to the right people or user groups.