Page 24 - Business Requirement Document

Exhibit - 6

The above described agents workflow and how the agents take part in the tickets
lifecycle. ABC can also maps the support agents to different teams for better
productivity. Team members and team are an important functionality which ABC will
utilise in getting the best out of the product. They can add teams with the following

combinations:
● Agents: Only agents available in a department.
● Sub-teams: All agents belonging to a particular team can become members of
the new team.
● Roles: All agents associated with the Roles can become members of the team.

● Roles & Subordinates: All agents associated with the roles and subordinate
roles can become members of the team.

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Customer Sign-off

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