Page 20 - Business Requirement Document

triggering a workflow rule.
Workflow rules help ABC to improve efficiency by eliminating the manual work of
performing certain tasks.It will also improve the help desk processes through

standardized working methods, thereby reducing operating costs.For example: ABC
wanted to assign all the tickets coming from social media channels like facebook and
instagram to Agent 1, as Agent 1 is well versed with social media channel and would
enhance productivity in the process flow.

With Blueprints enabled, ABC will ensure that their business processes are well-defined,
streamlined, and error-free. Additionally, ABC will ensure that all processes are in line
with business plans. Managers can also easily monitor the progression of the
processes and intervene when required.

ABC also agreed on using the below mentioned features to automate several routine
tasks and stay on top of their commitments towards each ticket generated.

● Priority
All tickets need to be answered, but some have to come first. Assigning
a priority will help to determine the order in which the tickets should be
responded.

● SLAs and Contracts

SLAs (Service Level Agreements) and Contracts will help managers to
define level of commitment to your clients. With SLAs, one can specify
the resolution time for a ticket based on criteria, like priority, channel,
and customer type. Moreover, contracts ensure that you stick to the
customer support plans that ABC corporation has agreed to for the

specified time.

● Escalations

The process of escalation will help the support team to be on top of the
tickets and will automatically escalate a ticket that is due since long.

Agents can choose to notify the manager immediately and also

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Customer Sign-off

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