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Create a Tenfold Reporting Dashboard inside Salesforce.com (SFDC)
Create a Tenfold Reporting Dashboard inside Salesforce.com (SFDC) Overview Many of the analytics available in the Tenfold Dashboard Analytics tab can be replicated within Salesforce in order to integrate your Tenfold reporting with your existing Salesforce reports/dashboards. Tenfold pushes information such as call…
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Create Record Buttons
Simplify record creation Most CRMs support the creation of basic record types including Contact, Account, User, Lead etc. Enabling Create Record Buttons allows your agents to create default and some custom records via the Tenfold UI. Configuration Enabling this feature allows the user to create new records of the types…
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Custom Interaction Dispositions
How to correctly setup Custom Interaction Dispositions in ServiceNow * Login into the ServiceNow instance * Type in filter: “System Definition” and enter the Dictionary tab. * On the top - click on “New” button and Create new Dictionary Entry * Select: - Table: Interaction - Type: Choice * After submit - re-enter newly…
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Custom Resources (Related Modules)
Enable this feature to configure custom resources, other than Cases and Opportunities, which can be related to agent calls (like Properties). A resource is a module (Object) which you can attribute calls to. These resources will be accessible in the Tenfold UI Actions tab, through a menu located next to the clipboard,…
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Custom Search setup
Enable Custom Search to customize how Tenfold searches for records in your CRM. Click "Create New Setup," select your org or teams, and then choose which fields you would like agents to be able to search against in the Tenfold UI. Teams without Custom Search configured will leverage Tenfold's default search against "Name"…
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Customize views in ServiceNow
Every view in ServiceNow can be customized to add/remove fields, as well as new views can be created with the required field set. A good example of such customization is the phone call details view. By default, the Tenfold apps for ServiceNow add a custom view for phone call details. Switch to the phone call details * Go…
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Dashboard overview and core features
Overview: Features allow your Organization to customize the Tenfold experience. Features management can be found in your Admin Dashboard at the top. Enable and disable features Most of these features can be Enabled or Disabled, or customized based on your Organization’s preferences. If a Feature cannot be Enabled/Disabled…
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Desktop Notifications
To enable additional Chrome notifications for inbound and outbound calls: * In the Tenfold UI, click Settings > General. * Click the toggle next to Desktop Notifications so it is enabled (green). The next time you receive a call, a browser notification will display on your desktop.
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Disable Google Chat calling
Overview: This article provides a quick walkthrough for disabling Google Voice, which can interfere with Tenfold click to dial functionality. Google Chat in Gmail Click to Dial is one of the primary features offered by Tenfold. However, there are third party services that can prevent this from working as expected. Google…
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Disable SkypeOut in SugarCRM
Overview: This article provides a quick walkthrough for preventing Skype from interfering with click to dial functionality in SugarCRM. SkypeOut and SugarCRM SkypeOut may be enabled if Skype or another program is opening when you are attempting to click to dial within SugarCRM. The following steps will disable SkypeOut: *…