Configuring User Accounts › Groups

Groups

A group is a collection of contacts that share a common area of responsibility. In CA SDM, groups are implemented using the predefined group contact type, making a group just a special type of contact. A group has the same basic information as a contact, with the important additional feature that groups are one of the keys to automatically assigning requests. You can associate request areas, locations, and a work shift with a group. These attributes are used to determine if and when the contacts in the group can accept automatic assignment of a request.

Note: For information about defining groups, see the Online Help.