REQUEST A DEMO

Tag: Telligent

Another Dovetail CRM integration story…

August 26, 2010 This is part two of a two-part series on integrating Dovetail CRM with Telligent Enterprise.  If you haven’t already, you might want to check out the first post in the series after you’re done reading this post.   In this post I will talk about the second integration scenario laid out in the previous post. I won’t get into all the nitty-gritty detail (line-by-line of code), but I’ll post a general step-by-step tour of integrating Telligent Enterprise with Dovetail CRM.   Let’s review the second scenario from my previous blog post: When someone mentions a case in Telligent Enterprise, log an internal note to the case in Dovetail CRM so that agents can see when the case is being discussed by coworkers.     Tracking Mentions of a Case in the Case History   In this scenario, I want to keep Dovetail CRM in sync…

A Dovetail CRM integration story…

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…