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Transcript

In this you’ll learn about the request flow process specific to queue management and creating and utilizing routing rules, topic groups and queue topics. It is important to organize the needs of your request queue before you build them out. The three basic questions you need to answer are What topics will I need? Can I organize my topics further? And who should they be assigned to? The first question that we asked was What topics will I need in work front? This translates into a queue topic. Queue topics will allow the submitted request to be organized into topics and provide users with the dropdowns needed to define what the request or issue is about. Start off by thinking about all of the different types of request that you want users to submit to this queue. You will notice that some of these requests can be grouped together into categories. Each of these topics is a queue topic and will allow you to organize similar requests in one spot and customize whose these requests are assigned to and what kind of information they will be asked to fill out. On the work front, front end. This is where your queue topics will appear. If you have a large number of queue topics, you may want to consider organizing those further by creating topic groups. Topic groups essentially grouped together your queue topics so that they are easier to find. Essentially answering our second question, can I organize my topics further? In this example, I can see that brochures, business cards and billboards would fit nicely under print and social media and websites would fit well under digital. The last question we asked was Who should the request be assigned to in work front? This question translates into routing rules. Writing rules allow submissions to be automatically directed to teams, job roles and or users within the organization. If we do not create a writing rule, the submission will sit in the issues tab in the request queue project and go unnoticed. Unless someone is checking that tab every day. You can use a different routing rule for each queue topic. Now that we’ve answered each of our questions, we can map out our plan and configure our request queue.