The Manage Teams feature allows Super Users to create segments of teams in the CRM tied to the Call Queue, Form Queue, Tasks, and VOB. The manage teams feature will allow specific uses to be grouped into key areas of the system, which will allow managers of those groups to assign tasks to team members.
Important: Only Super Users can access the Manage Teams feature and create teams.
Create Teams
Use the following steps to create a new team.
- Navigate to Admin > Security > Manage Teams.
- Select New Team.
- Enter the desired team name in the Team Name field.
- Next, select a Team Area from the drop-down. Important: You cannot change the team area once you save. Options for the Team Area include:
- Call Queue: This allows you to limit the calls that appear in the call queue for different users. This option should be used by organizations that do not have a centralized call center for all facility locations.
- Forms: Allows you to limit which form records appear in the form queue for different users. This option should be used by organizations that do not have a centralized admissions team to process webform submissions for all facility locations.
- Tasks: This option allows you to set up assignment behavior for tasks that need to be assigned to any group of users.
- VOB: Allows organizations to utilize the VOB 2.0 feature to process phone VOB requests.
- Outbound Call List: Allows organizations to assign outbound call requests to specific team members.
- Click Save Changes.
- Managers can modify the team's member users. From the Managers section, use the Select a user field to choose the users who will be the team managers. Click Add to include the Manager in the team.
- Next, select the Members of the team from the Select a user field. Click Add to include the member in the team.