Departments
Companies have different departments and different departments have different costs. One hour support by the service department is simply not the same as one hour support by R&D. To manage this, Service Cloud has a department module, where you can set the hourly price.
The hourly price is applied to a case update, and the total price of the case is calculated on the sum of case updates. This allows multiple departments to be involved in a single case.
When you enter the page with the lists of departments, you are presented with an overview of all total time spent and total costs, with additional charts on the right. This allows you to quickly detect what department has the heaviest load, and which department has the most impact with regard to costs.
Entering a department record you can see, and edit, the department name, the price per hour and the list of employees. Employees are users in Corteza. Other fields, such as total time and total cost, are calculated automatically.
Case updates related to the department
On the bottom is a list of case updates related to the department. It gives a good overview af all work done. The list is ordered by date, and you can order and filter to see for example the updates that took most time or costed the most. You can enter the case update by clicking on the row, or you can enter the case directly by clicking on the case title at the beginning.
Note: if you change the hourly cost of an department all new case updates will use that hourly rate. Previously created case updates won’t de recalculated, unless they are edited.