The value displayed in this field indicates what priority the customer believes his or her request should have. Although the value may actually be different than what you decide the priority should be (as indicated in the Priority field), this is a way to record the customer's sense of urgency in resolving the issue. Customer priority values are service domain-specific and are defined by your system administrator.
An application defines what product or facet of your enterprise is represented in the CSR. Applications are defined by your system administrator. An example of an application might be PeopleSoft Ver. 7. The user assigned to the CSR must have access to the selected application.
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