Service- & competence groups

Requirements for Full Implementation

To fully utilize the functions, your company must:

  • Use the latest managed BookMe package
  • Run on package 1.12 - 1.13 in BookMe’s unmanaged package

Note: If your company has not installed any of the aforementioned packages, you will only be able to offer extended service levels via service groups for “Online” meetings.

How to Get Started

We recommend that you start by creating your Competence Groups (Groups).

General Information About Competence Groups

  • Competencies are assigned based on:
    • Meeting type
    • Customer category
  • Competencies are not based on the advisor’s actual skills (e.g., investment, pension, real estate), which are managed via Salesforce or MS Entra AD settings.
  • Competencies can be managed via the Management UI without Administrator/IT assistance.

Note: Competencies apply to all subgroups within the Competence Group.

1. Creating a Competence Group

1.1 Purpose

  • Groups connect multiple advisors, allowing customer service across locations.
  • Competence groups, together with service groups, increase meeting availability and service levels.
  • Competence groups can be structured with or without competency requirements.

1.2 Steps to Create a Competence Group

  1. Create and Name Competence Group/Subgroup (Recommended Setup for a Bank):
    • Create a group for each department/center (local) including their employees.
      • Recommended groups:
        • Private
        • Business
        • Agriculture
        • Private Banking
    • Create regional service groups and link departments/centers.
    • Create national groups and link regions/departments.

    Important: A maximum of 5 layers can be created within groups, so segmenting competence groups is crucial.

  2. Add Members (Employees):

    • Members are added individually.

  3. Add Group Relations:

    • Example: Subgroups such as centers.

2. Creating a Service Group

2.1 Purpose

  • Service groups connect multiple advisors, allowing customer service across locations.
  • They increase availability and service levels for customers.

2.2 Benefits

  • Customers can book meetings at other departments/centers.
  • Access to more available time slots.
  • Can work with or without a competence group.

2.3 Steps to Create a Service Group

  1. Create and Name the Service Group (Recommended Setup for a Bank):

    • Create a service group.

  2. Set Activation Rules (Restrictions):

    • Define based on:
      • Location
      • Customer category
      • Meeting theme
    • Note: If all three are selected, all must be fulfilled. If nothing is selected, all locations apply.

  3. Create Service Levels:

    • Determine what should be offered to customers beyond current services.
    • Customers can access selected locations in addition to their regular department.
    • Meeting themes must fulfill the activation rules.

  4. Set Service Level by Location/Meeting Type:

    • Recommended groups:
      • Private
      • Business
      • Agriculture
      • Private Banking

  5. Create Campaign Team/Members:

    • Members are statically assigned and valid within their calendar.

  6. Add Members:

    • Competence groups can be linked.
    • Service groups operating “online” can serve across departments, whereas physical meetings require the advisor’s physical presence.

  7. Set Service Group Email:

    • Employees can book themselves using the service group email.

Important Note

USE COMPETENCE GROUPS TO CONNECT MANY EMPLOYEES TO A SERVICE GROUP! “””