August 25, 2010
Recently I was investigating various ways of integrating our Dovetail CRM product with the Telligent Enterprise collaboration software. Telligent Enterprise is a tool that allows people within organizations to collaborate and share information and knowledge. It has wikis, blogs, forums, and even social media-like features (imagine a Twitter + Facebook hybrid, but for employees inside your organization). I liked the thought of customer service agents and managers collaborating on cases together. I thought that I would try to bring these two tools together. I imagined two simple scenarios: Alerting coworkers about new cases: When a case is created in Dovetail CRM, post a activity message to Telligent Enterprise. Activity messages are somewhat like “tweets” on Twitter. Link discussions about cases to the case itself: When someone mentions a case in Telligent Enterprise, log an internal note to the case in…
