Change Desk

Use the Edit Change Desk Activity dialog box to specify the criteria for changing the desk assigned to accounts.

To modify a Change Desk activity

1. Create or open a workflow with a Change Desk activity. For more information, see Create a Workflow or Modify a Workflow.

2. On the workflow tab, double-click the Change Desk activity. The Edit Change Desk Activity dialog box appears.

Desk: Desk to assign to the account.

Evaluate Links: Indicates whether to change the desk for all linked accounts or just specific accounts.

Individual Account: Changes the desk for the account that is moving through the workflow only.

Link Driver: Changes the desk for the link driver account only, even if the account that is moving through the workflow is not the link driver account.

Custom Group: Changes the desk for all linked accounts within the specified custom customer group.

Customer: Changes the desk for all linked accounts belonging to the same customer as the account moving through the workflow.

Class of Business: Changes the desk for all linked accounts belonging to the same class of business as the account moving through the workflow.

Branch: Changes the desk for all linked accounts belonging to the same branch as the account moving through the workflow.

Department: Changes the desk for all linked accounts belonging to a desk within the same department as the account moving through the workflow.

Team: Changes the desk for all linked accounts belonging to a desk within the same team as the account moving through the workflow.

Desk: Changes the desk for all linked accounts belonging to the same desk as the account moving through the workflow.

All Accounts: Changes the desk for all linked accounts.

Include closed accounts: If selected, changes the desk for accounts that fit the link criteria, even if they are in a 998 or 999 queue level (closed status).

3. Click the Search icon next to the Desk box. The Select Desks dialog box appears.

4. Click the desk and then click Open. WorkFlow Designer populates the Desk box in the Edit Change Desk Activity dialog box with the specified desk.

5. In the Evaluate Links list box, click the method for changing linked accounts. If you selected Custom Group, do the following:

1. Click the Search icon next to the Evaluate Links list box. The Select Custom Customer Group dialog box appears.

2. Click the custom group and then click Open. WorkFlow Designer populates the Custom Group box in the Edit Change Desk Activity dialog box with the specified custom group.

6. To include closed accounts when changing the desk, select Include closed accounts.

7. Click OK. WorkFlow Designer updates the Change Desk activity in the workflow.

Related Topics

Action Activities