Teleservice - EBS (MOSC)

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Service Requests across multiple Business Units within one responsibility

edited Feb 12, 2013 2:21AM in Teleservice - EBS (MOSC) 2 commentsAnswered
The Requirement: From within one Responsibility, to create Service Requests via the Customer Support Specialist CSZ Agent Dashboard HTML forms for callers who are employees, and these employees belong to different Business Units.

 

Issues: The system profile option “Service: Default Customer Name” specifies the Customer that is used for the Organization that is selected when the Service Request is created.  Therefore the SR has the employee as a contact of this organization.  The requirement is to have different customers selected depending upon which Business Unit the employee belongs to.

Does anyone know how to achieve this when the Contact Center Agent is logged in under one responsibility?

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