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Resolve ServiceNow integration permission errors
In ServiceNow, almost every application (like Tenfold for ServiceNow) with a customer instance is controlled by cross-scope permissions. When Tenfold ServiceNow apps are installed, several permissions are automatically granted. If required, additional permissions can be manually granted. For example, if you are running the…
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Resolve the issue when records won't open and CTDs show Disabled in Salesforce sandbox
This article explains how to implement a workaround for a known Salesforce bug. There is a similar bug that affects only sandboxes that begin with the letter C, but this is outside the scope of this article. More information on this bug can be found here. Summary Currently, Salesforce has a known bug that prevents records…
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Salesforce Integration Guide
Connect your Salesforce instance to your Tenfold Dashboard Audience This document is written for both customers and prospective customers who are interested in using Tenfold within a Salesforce environment. It is recommended that readers should have a basic level of familiarity with Salesforce APIs, Salesforce…
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Save notes to a contact record in NetSuite
Save notes to a contact record in NetSuite Guide Parent (Company) Account requirement One of the most common issues reported with NetSuite is the inability to save notes to a Contact record. It is important to note that NetSuite does not allow for information to be saved to a Contact without a Parent Account (Company)…
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Schedule Cloud Connect Server service restarts using Windows Task Scheduler
Overview: This process is designed to mitigate issues after Windows server maintenance that can affect the Cloud Connect Server services. It is recommended that it is run after any scheduled server maintenance windows but before users come online and can be run daily or less often depending on the issue or when server…
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Search for and create a new record in Chrome Extension
When you make or receive a call, the CRM may not have the matching record you need for the phone number. In a multi-match scenario, the CRM may have other records associated with the number but no record for the particular person you are in contact with. In a no-match scenario, the CRM does not have any record matching the…
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Search Result Infosets
Supported CRMs:Salesforce, BullhornSupported PBX systems:All Match calls using relevant CRM fields Search Result Infoset makes it possible for end users to match their calls with the correct CRM record aided by customized search results with specific, relevant CRM information. The Search Result Infoset feature allows an…
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Selective Skill-Based Conversation Transcript Masking
This feature restricts agents from viewing conversation transcripts for any segment associated with a skill designated to have masked transcripts at the backend account level. Only agents assigned to these designated skills can view relevant conversation transcripts, providing enhanced control over access to sensitive…
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Send SMS
Send text messages using Tenfold Seamlessly send text messages to your customers via the Tenfold app. The SMS icon is located in the tool bar on the Action tab in the Tenfold UI. Before sending, be sure to select your customer's mobile number from the menu. Customer responses to text messages are forwarded to the agent…
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ServiceNow Integration Guide
Audience This document is intended for organizations interested in using Tenfold in a ServiceNow environment. Those who will perform the procedures described in this guide should have a basic level of familiarity with ServiceNow APIs, ServiceNow administration, general networking, and Tenfold. Goals The goal of this…