Employee Intreraction Center - Process & Ticket Routing Question

Hi,
I am trying to find the best possible way to meet a requirement for routing employee requests through multiple groups.
Requirement: An employee request is created in the Employee Interaction Center. The request involves multiple steps and approvals that the request must go through before resolution. The various steps should also have SLA's tied to them so that this can be captured and reported against.
Without customization, can we use the Rule/Category Modeler, Actions, Alerts ..etc to meet this requirement. If customization is required, how much effort will be involved?
Thank you.

Hi Ini,
That is a fairly standard procedure especially in an EIC environment. You will need to create specific date profile with date stamp types for each phase. The trick then is the SLA response profile which works on your category/priority/catalog/code group/code, and the escalation management settings. Actions will be needed so that when the conditions are met, you can trigger the next step.
For EIC, I would recommend that you speak with Jarret Pazahanick of EIC Experts (www.eicexperts.com) who has done a lot of successful EIC implementations. 
Sincerely,
Glenn
Glenn Abel
Covington Creative
www.covingtoncreative.com

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