Introduction
The Service Level Priority feature in Empress is a vital tool specifically designed for business users. It allows you to set and manage the priority levels for different services or tasks within your organization. This feature is essential for efficient business operations and client satisfaction. It helps ensure that high-priority tasks receive immediate attention while lower-priority tasks are scheduled accordingly.
Feature Functionality
View Priority Levels
To view the different priority levels, navigate to the Service Level Priority feature from the main menu. Here, you will find a list showing all the priority levels that have been set. Each priority level indicates the first response time and resolution time.
Edit Priority Levels
To edit a priority level, simply click on the level you want to edit from the list. This will open a new window where you can adjust the first response time and resolution time. Once you are done, click on the ‘Save’ button to apply the changes.
Sort Priority Levels
You can sort the priority levels based on their response time or resolution time. To do this, click on the ‘Sort’ button and select the sorting option that suits your preferences.
Track Changes
The Service Level Priority feature also allows you to track changes made to the priority levels. This is especially useful for auditing purposes.
User Roles and Permissions
As a business user, you have the permission to view, edit, sort, and track changes to the priority levels. However, to create new priority levels or delete existing ones, you will need administrator privileges.
Summary
The Service Level Priority feature is a powerful tool that helps streamline business operations and improve service delivery. By enabling you to set and manage priority levels, this feature ensures that critical tasks receive the attention they require promptly. It also provides transparency and accountability through its change tracking capability.
For further assistance or information about this feature, please refer to the Empress support documentation or contact our support team.