Sometimes you need help solving a request. Don’t waste time on finding answers yourself. You don't want to risk giving your customer a wrong answer.
Forward a request
In Service you can choose to get help by assigning or re-assigning a request to another Service user. He or she will get a notification. For help from people who don't have Service, you can forward a request them. It could be a colleague or an outside person, e.g. a business partner. When you forward a request, Service will send an email to this person. When the person replies, your request will be updated with the reply. The brilliant thing is that all correspondence is automatically tracked, and you can choose whether the dialog needs to be shared with the customer or not. Use these awesome features to collaborate, and give your customers the best solution for any problem they might send your way.
Another great feature to keep customers happy is: Service escalation. Say you have a service agent that gets sick. When this happens, you can design Service to escalate all his or her open requests to be automatically distributed to available agents. You can also use the escalation features in case you offer Service Level Agreement's (SLA) where you guarantee answers with a certain time or if you want to prioritize certain kind of requests or customers.
To minimize the number of requests being reassigned between service agents, discuss who shall receive certain kind of requests. Also discuss what types of escalation you want. Have your Service administrator set it all up.
Get help with answering a request by either assigning or forwarding
Help options with Service requests