An activity can be described as any action or change in a ticket or opportunity that would be used for the monitoring of a “rule” , i.e., if no activity then do this,etc.
Short for Authenticated Post Office Protocol, it is similar to the POP protocol except that APOP enables your password to be encrypted while being transmitted over the network. Using POP mail, when you authenticate your username and password in your e-mail client, your password is sent over the network in plain text. If your e-mail client uses APOP, then the password is encrypted while being transmitted. APOP prevents hackers from seeing your password information with sniffer programs.
An asset can be any item that needs to be tracked. This can be hardware, software,office equipment, licensing, contracts, etc. Your company administrator will decide which assets your company will be tracking for either internal or external purposes.
A campaign is the grouping of contacts or opportunities for the purpose of marketing or making an announcement to numerous clients or prospects.
Crystal Reports is a Business Intelligence application created by Crystal Decisions (acquired on december 2003 by Business Objects) used to gather data and design reports based on a wide scale of data sources, such as databases like Microsoft SQL Server, Microsoft Access and Oracle, spreadsheets like Microsoft Excel, text files, groupware applications such as Microsoft Exchange and Lotus Notes, as well any other data source accessible through ODBC or OLAP.
The Dashboard is the first page that you see when logging into Cynergy Software. Depending on whether you are a ticket licensed user, an opportunity licensed user,or both will depend on which dashboard will appear. If you have licenses for both modules, the ticket dashboard will be the default dashboard.
An end-user is a “customer” or someone who does not need a license to need to have all rights in Cynergy Software. An end-user has limited access to Cynergy; however,can create tickets and view responses and also search the knowledge center. An end-user cannot be assigned a ticket or any task or event. They are not an assigned user and cannot be included in any groups. In most cases, an end-user is the “contact”for which a ticket is created.
An event is classified as a scheduled phone/conference call, appointment, webcast, meeting or other that is applied to the calendar. You can also create an “event”from within an opportunity or ticket.
Articles, Resolutions, Announcements, FAQs, and How To documentation can all be entered into the Knowledge Center Module to be used as a “library” for internal and external use. A public knowledge center item (if configured) can be used on the company website for customers to use as a self help guide.
Licenses are issued by Cynergy Software on a per user basis. A license is required when a user or salesperson needs to be assigned to a ticket or opportunity. If you are in need of more user licenses, please contact your system administrator.
An Opportunity is a means to track relationship focused interactions with a potential new client by keeping track of leads, quotes, and products effortlessly while effectively turning leads into customers. Provides a sales pipeline view and access for management that is permission driven.
A \"Region\" can be a country, area of a country, or any division that you see necessary. For example: Different \"types\" of customers can be placed under different regions; or, you can use Regions to divide sales areas/ tech areas, etc.
A rule is a course of action that is driven by if/then conditions. After you have set up a rule to meet a current condition, then it monitors opportunities or tickets (whichever module you have set the rule for), will follow the criteria set forth and apply any changes or send alerts. You can use rules for escalating tickets,reassigning categories in tickets, etc. or sending alerts for different monitored conditions in opportunities.
SMTP (Simple Mail Transfer Protocol) is a TCP/IP protocol used in sending and receiving e-mail.
A template is a “quick ticket” or a quick fill of default fields in tickets or opportunities. In Opportunities, it can also be used for sales representatives in emails. A template can assign a ticket or opportunity to a user and fill out the subject and comments boxes with ease.
Sometimes called “trouble tickets” or “work orders” depending on your line of business,a ticket is a simple tracking and history keeping tool that allows for time tracking of an assigned user(s) and also alerts the customer (if configured this way) that something has been logged about their reported “issue”. Tickets can be assignedto groups or individuals and when configured with rules, can be escalated and re-routed to other users. Each individual entry into a ticket has a “public or private scope”. Example: When “private” scope is selected, internal discussions of issues can be entered into a ticket without notifying a customer. A customer is not permitted to view a “private” entry. Files can be attached to tickets for documentation about the reported issue. Each ticket has a running history of all communication and is tied to a “contact” and/or Company/Site.
A level in the CRM Management of Cynergy. Cynergy consists of three Tiers. Example: 1st or Top Tier might be the “Company or Organization”, 2nd or Middle Tier might be the “Site or Department” and the 3rd Tier is always the “Contact”. By default,the top Tier is called “Company”, the middle Tier is called “location” and the bottom Tier is called “contact”.
User Defined fields are created by your administrator to customize fields in Tickets,Opportunities, Assets, Contacts, Sites, and Companies. Different types of UDEFs including text, text area, select boxes, check boxes, and radio buttons. These are used to help customize information needed, including Parent/child relationship UDEFs, Category-specific UDEFs, and global ticket UDEFs. To add or delete a field, please contact your system administrator.
A user has a license and is able to login to Cynergy and has a “user level” of staff user, administrator, staff supervisor, or a customized level etc. A user can have an opportunity or ticket assigned to them depending on their user type.