This article outlines Areas in REFLEKT Remote and how they can be used for a company.
1. GENERAL INFO:
The area functionalities allow easier set-up and management of remote support for multiple brands and regions.
In many cases, companies offer their products under multiple brands and are often active in multiple countries - all requiring individual remote support for each brand or region. To meet this requirement, REFLEKT Remote offers areas.
An area is a combination of a brand and a region (i.e. Brand One + Asia). It is a simple way to group your users and incidents inside REFLEKT Remote. When areas are used, those users will only be visible to users within the same area(s). Experts can be assigned to multiple areas at the same time while technicians can only be assigned to one area.
Areas allow you to group your incidents so that experts are only involved in incidents where they can provide support. For example, incidents from technicians speaking one language only appear in the incident queues of experts speaking the same language, or an expert for one product is only able to provide support on incidents for the same product.
2. DO I NEED AREAS?
Areas are a great tool for organizing support for multiple:
- Business units
- Or any other criteria for grouping your support requests
Example: To picture the use case, imagine your company is a manufacturer of equipment components in different countries. Your experts are only able to speak a single language. In this case you want to have the following areas:
(Brand + Region)
- inOEM + Germany
- inOEM + Spain
- inOEM + USA
- inOEM + Italy
3. HOW CAN I CREATE AND MANAGE AREAS?
Tenant Admin users can create areas in the Admin Portal. Both Tenant and Area Admin users can manage areas in the Admin Portal, including editing an area as well as deleting an area. You find detailed guides for all three functionalities via the links below:
4. HOW CAN I MANAGE USER ACCESS FOR AREAS?
Both Tenant and Area Admin users can assign Expert and Technician users to areas as well as remove them from an assigned area in the Admin Portal. You find detailed guides for both functionalities via the links below:
5. WHICH RIGHTS DO USERS WITH MULTIPLE AREAS HAVE?
In a setup with multiple Areas, an incident will always be assigned to the Area the creator of the incident is part of. The incident will then only be visible to Experts that are assigned to the same Area as the incident.
In addition, Areas also define the visibility of users. Once a Technician is assigned to an Area, only Experts assigned to the same Area can see the Technician in the app. Experts from different Areas are not able to see or add the Technician to their contacts.
6. AREA FAQs
Is there a limited number of Areas that can be created?
- No, there is no limit. You can create as many Areas as you like.
- Read more about creating Areas in this article.
Is there a limited number of Experts that can be added to an Area?
- No, there is no limit. You can assign as many Experts as you like to an Area.
- Read more about assigning an Area to a user in this article.
Is there a limited number of Areas an Expert can be assigned to?
- No, there is no limit. You can assign as many Areas to an Expert as you like.
- Only Technicians are limited to one Area at a time.