Combinations of the security assignments to roles provide a powerful, flexible, and granular security model. Global Settings Administrators configure mail server settings and their properties and create and manage categories. Categories are used to group and organize objects in Customer Velocity for easy retrieval, including notifications, templates, customer tickets, and event rules and actions. Additional rules can be easily created to recognize uncommon mail server messages. Loop Detection Customer Velocity uses Rules to recognize and manage auto-response loops.
Administrators can create additional rules to refine loop detection.
Velocity Tools Contact Manager Using the Contact Manager, service, sales, and marketing professionals can view and manage customer profiles and interaction history. Contact information is compiled from multiple customer data sources including Customer Velocity applications, external databases, and imported lists, providing a unified view of all customer interactions. Authorized users can also manually enter and edit customer records. Notifications Service, sales, and marketing professionals can create notifications. When a predefined event occurs for example a high priority ticket is escalated an e-mail message is automatically sent to the recipients in the notification group for that event.