In the SMA-Portal, when users start a new chat, a customizable list of options should be available in order to route the appropiate Service Desk group.
Benefits / Value
In a large organization, several service desk groups can exists, each one attending a specific type of requests. Take this example into account: one customer has an IT Service Desk group attending IT related requests, a Shared Services service desk takes another kind of request, and finally, Human Resources has its own service desk group. Since there are asignment routing rules in the Chat request workflow, an user input can help in routing to the appropiate service desk group.
In the chat window could exist a customizable list of values (eg. Globallist), the user can choose one value (eg. I have an IT issue, Contact Human Resources, ..., ) and this value can be taken into account in the assignment rules.