Agenda - CRM PUG Meeting - 2017-09-7

Date

Attendees

Goals

  • Knowledge transfer - sharing challenges/solutions from OIT and between depts
  • Information dissemination - upcoming software updates and planned outages
  • Invitations - Upcoming training invitations and conference opportunities

Discussion items


TimeItemWhoNotes
15 minRefresh of DEV instance of TalismaCrystal/Jeff

Date: Sept 15th

Dev will be unavailable for a day.

Any work in progress will be removed by the refresh.

25 minTalisma Tuesday

Nicolle/Jenny

Jeff (Lucian)

RO and SFS attended the first Talisma Tuesday on 8/15/2017

RO - Came for? Accomplished?

Additional thoughts, suggestions?

3
Upcoming Talisma Tuesday

9/19/2017, 10:00 am-12:00 pm

NH 439

Please join us!

410 min

Topic/Subtopic and Categories

Crystal/Jeff
"Is there a way to set up 'labels' for emails, and a way to retrieve interactions by 'label'?
For instance, in the Residency google account Megan currently has labels for things such as "Washington Border Policy", "Retroactive Residency", "Tuition Equity".  Sometimes she needs to go back and take a look at the last few "Tuition Equity" emails she sent out b/c there has been a change or something of the sort.
Is this possible in Talisma?"
-- RO
Is anyone currently using topic/subtopic?
Let us show you how categories works.  We are rolling this out for RO.
55 minTips & TricksCrystal

Shortcuts to canned responses using the * character

610

Talisma Chat

Alex

Update on Chat.  Now staffed to two logged in FA staff members per hour.

710

Version 12.0.0

Released Aug 23rd 


Crystal/Jeff

Web Client Enhancements

Will/Might be installed on: <Date TBD>

CampusNexus CRM 12.0.0 Release Notes.pdf

Additional Meeting Notes (those not mentioned above)

Talisma Tuesdays!  Success!  

  • RO spoke about their successes.  Jeff spoke about SFS successes!

Categories Discussion - Went over how categories works!

  • Proposed to have a list of common/shared categories across departments (further discussion from all PUs needed)
  • Categories are not mandatory, but it can be required to choose a category upon resolving an interaction.

FA talked about how Chat is working out for them.  

  • Currently 2 people per hour scheduled to be logged in and accepting chats.  There has been an uptick in chat sessions.
  • FA has their phone message change if the phone wait time is too long.  The changed message offers callers to log in and chat with a representative for quicker response.

Action items

  • Send email to PUG mailing list reminding PUs to invite their staff to attend Talisma Tuesdays and join the notify list.
  • Turn on member viewing so members can see who is on the mailing lists.
  • Send out email to PUG mailing list with meeting summary, 12.0.0 webdeck and release notes.