Page 19 - Business Requirement Document

Automation Management:

ABC corporation Limited can also define and prioritize their service goals using the
feature where they can prioritize the tickets which could be the basic building blocks of

all customer service efforts.

Assigning the tickets will now become simple as here managers have two ways of
doing it namely:
1. Direct Assignment

2. Round Robin Assignment

In the "Direct Assignment" the managers can directly assign the tickets to any support
agent whereas in "Round Robin Assignment" the round robin rule will distribute and
assign the incoming tickets equally among a group of agents. For example, you might
have four agents and as an administrator, you want to assign all the new tickets equally
among them. So when you receive 20 new tickets, the agents are assigned with five
tickets each.

ABC Corporation would also like to have a standard set of notification rules that can be
used to notify the customers and agents. In the notification rules section admin can
activate or deactivate these rules if needed. Also, notifications can be sent via e-mail or
SMS/Text Message.

"Workflows" is one of the essential requirements discussed during the requirement
workshops. The workflow rules automate the process of sending email alerts, assigning
tasks and updating certain fields of a record when a rule is triggered. Workflow
automation consists of the following components:

● Workflow Rules: A set of rules that are executed when specified conditions are

met.
● Workflow Alerts: Automated email notifications sent on triggering a workflow
rule.
● Workflow Tasks: Tasks that are assigned to the users when workflow rules are
triggered.
● Workflow Field Updates: Automatically update the specified field values on

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Customer Sign-off

Confidential and for internal discussions purposes of Zoho and ABC Corporation Limited
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