Questions from Prospective User
Hi, I am looking for an enterprise-level CRM solution, and while others may offer more robust and technical product offerings, I like how Tender is built around "conversations".
I have a few questions as I continue to demo the site for the next few weeks.
1a) Custom attributes - we have hundreds of thousands of users and each user has up to 5 or 6 'flags' on their account, that help us determine the source of their issue. Our current back-end admin was built to display these flags (essentially binary fields). Is it possible to export this data into Tender as a "custom attribute"? How exactly do you define custom attributes?
1b) Is it possible to include a link to our internal dashboard page for a user on the user's Tender page/profile? If we cannot do the above (1a), it's important for us to at least be able to link back to the user's internal dashboard page so we can troubleshoot their account. We identify user accounts by their log-in and email address, and intend to use multipass log-in for Tender. That said, it seems like we could pass along a modified link for each user to include on the Tender page/profile.
2) Is it possible to assign certain categories to different Support Staff? How about certain queues?
Thanks for your help in advance, and don't hesitate to let me know if any of the above is confusing.
Regards,
Jack
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1 Posted by Will on 12 May, 2010 05:56 PM
Hey Jack.
If the user is entering Tender through the MultiPass/Single Sign On system from your product/service, you can pass a data through from their login and display it for support users only in Tender. https://help.tenderapp.com/faqs/setup-installation/include-custom-i... is the documentation on how that works. From what I can tell, you should be able to do both 1a and 1b, although I'm not sure I understand fully what you are doing in 1a as far as where that data comes from.
Tenders admin is pretty unified. Support Staff all see the same single dashboard UI. We plan to add some advanced filtering to break down the inbox by category, but right now everything shares a single inbox. We have some filtering options you can set to process discussions and automatically add them to a queue. We also use queues to assign discussions to specific users. That's really a matter of how you want your workflow to function in Tender. Queues on their own can notify a single user or group of people, so it's a pretty flexible feature as far as what you can do with it, especially when mixed with the filters feature.
If you have any further questions or need me to clarify on specific features, just let me know.
Will closed this discussion on 18 Aug, 2010 10:15 PM.