It helps to determine the availability of resources and skills set. The resources are the assigned to different tasks, tasks or groups of people. Assignment manager can be used with other CRM components and can either be set to operate manually or automatically.
The territory manager assigns transactions to different teams. Some of the transactions include leads, opportunities and service requests.
The calendar determines the available and non-available time required by resources.
The task manager displays all the tasks running in the CRM suite.
Interaction history keeps a record of all customer-agent interactions. Data is stored in a repository. The component stores activities performed by agents and customers.
It allows users to respond to problems that may occur in the CRM suite. Predefined resources can be set aside that can be used to respond to urgent issues that may violate business rules.