Will the same SLA work across all Departments?

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• How do I create SLA & Escalations?

  To create SLA & setup Escalation to supervisors, Goto Setup > SLA Settings > Service Level Agreement and follow the steps. For more, refer SLA and Escalations.

• How to switch departments and view the records?

  Departments are listed as a drop down at the top. Refer the below image to switch between the Departments.

• Can a Support Agent be associated with Multiple Departments?

  Yes, support agents can be associated to multiple Departments. Goto Setup >Admin Settings >Users >edit the Support Rep and associate departments to the Support rep.

• Can I restrict departments for Customer Portal Users?

  No, it is not possible to restrict a particular Departments for selected Customer Portal users. Once a Department is made "Public", all Customer Portal users can access that particular Department.

• Can I split a request to work on a new issue filed by a customer?

  Yes, you can split a customer's reply as a new request. Say, you respond to a customer's request and resolved his issue1. He then thanks you and emails you about another issue2. In this case, you can split this issue2 as a new request and assign it ...