Enterprise Queue Management (EQM) provides departments other than IT a reliable and scalable solution to deal with their everyday customer support without interfering with other departments' data.
Make use of well-established Service Desk mechanics to coordinate and fulfill customer requests to further improve your quality of service.
With EQM you will be able to
- Easily onboard departments with special need on content privacy / data separation like Fleet Management, Vendor Management (Procurement) or Facility Management
- Define the visibility and responsible role for a queue and its activities
- Limit access to activities based on queue settings, in particular the defined Organizational Unit, Cost Center and Location
- Stay compliant by providing security to sensitive data within tickets and tasks
With version 10.0.1 only manual actions are supported. Support of E-Mail robot as well as routing based on Quick Calls will follow in one of the upcoming releases.
The visibility of activities will be controlled by updating the ownership information of the object provided by Queue Profile settings.
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