Understanding support groups

The following video provides an overview on Support Groups:

To create support groups for standard configuration

You can create support groups for companies that have a type of Operating Company, Customer, Vendor, Service Provider.

1. On the Standard Configuration tab of the Application Administration Console, select the correct company.
2. Click the Create link next to Support Group.
3. Enter or select information in the Support Organization field. Enter the name of the support organization to create it. After you add the first support group to the organization, you can select the organization when you add the next support group.
4. Enter or select information in the Support Group Name field.
5. Enter or select the support group role. The Support Group Role field describes the role that the support group has in the organization. For example, the support group named Internal Support might provide the Help Desk function, while another support group provides Tier 2 support.
   You choose from the following support group roles, which are levels in the support group hierarchy:
   • Help Desk
   • Tier 1
   • Tier 2
   • Tier 3
     You can also select the Line of Business support group role, which can be assigned to a non-IT team that supports customers with a particular business need.
6. Click Add.
   
7. When you are finished configuring support organizations and groups for the company, click Close.