Document:

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                                                         Exhibit 10.11

                          CLICKSERVICE SOFTWARE, LTD.

                                 2000 STOCK PLAN

                  FOR EMPLOYEES OF CLICKSERVICE SOFTWARE, INC.

        1. Purposes of the Plan. The purposes of this Stock Plan are to attract
and retain the best available personnel for positions of substantial
responsibility, to provide additional incentive to Employees, Directors and
Consultants and to promote the success of the Company's business. Options
granted under the Plan may be Incentive Stock Options or Nonstatutory Stock
Options, as determined by the Administrator at the time of grant. Stock Purchase
Rights may also be granted under the Plan.

        2. Definitions. As used herein, the following definitions shall apply:

               (a) "Administrator" means the Board or any of its Committees as
shall be administering the Plan in accordance with Section 4 hereof.

               (b) "Applicable Laws" means the requirements relating to the
administration of stock option plans under U.S. state corporate laws, U.S.
federal and state securities laws, the Code, any stock exchange or quotation
system on which the Stock is listed or quoted and the applicable laws of any
other country or jurisdiction where Options or Stock Purchase Rights are granted
under the Plan.

               (c) "Board" means the Board of Directors of the Company.

               (d) "Code" means the Internal Revenue Code of 1986, as amended.

               (e) "Committee" means a committee of Directors appointed by the
Board in accordance with Section 4 hereof.

               (f) "Common Stock" means the Common Stock of the Company.

               (g) "Company" means ClickService Software, Ltd., an Israeli
corporation.

               (h) "Consultant" means any person who is engaged by the Company
or any Parent or Subsidiary to render consulting or advisory services to such
entity.

               (i) "Director" means a member of the Board.

               (j) "Disability" means total and permanent disability as defined
in Section 22(e)(3) of the Code.

               (k) "Employee" means any person, including Officers and
Directors, employed by the Company or any Parent or Subsidiary of the Company. A
Service Provider shall not cease to be an Employee in the case of (i) any leave
of absence approved by the Company or (ii) transfers between locations of the
Company or between the Company, its Parent, any Subsidiary, or any successor.
For purposes of Incentive Stock Options, no such leave may exceed ninety days,
unless

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reemployment upon expiration of such leave is guaranteed by statute or contract.
If reemployment upon expiration of a leave of absence approved by the Company is
not so guaranteed, on the 181st day of such leave any Incentive Stock Option
held by the Optionee shall cease to be treated as an Incentive Stock Option and
shall be treated for tax purposes as a Nonstatutory Stock Option. Neither
service as a Director nor payment of a director's fee by the Company shall be
sufficient to constitute "employment" by the Company.

               (l) "Exchange Act" means the Securities Exchange Act of 1934, as
amended.

               (m) "Fair Market Value" means, as of any date, the value of
Common Stock determined as follows:

                      (i) If the Common Stock is listed on any established stock
exchange or a national market system, including without limitation the Nasdaq
National Market or The Nasdaq SmallCap Market of The Nasdaq Stock Market, its
Fair Market Value shall be the closing sales price for such stock (or the
closing bid, if no sales were reported) as quoted on such exchange or system for
the last market trading day prior to the time of determination, as reported in
The Wall Street Journal or such other source as the Administrator deems
reliable;

                      (ii) If the Common Stock is regularly quoted by a
recognized securities dealer but selling prices are not reported, its Fair
Market Value shall be the mean between the high bid and low asked prices for the
Common Stock on the last market trading day prior to the day of determination;
or

                      (iii) In the absence of an established market for the
Common Stock, the Fair Market Value thereof shall be determined in good faith by
the Administrator.

               (n) "Incentive Stock Option" means an Option intended to qualify
as an incentive stock option within the meaning of Section 422 of the Code.

               (o) "Nonstatutory Stock Option" means an Option not intended to
qualify as an Incentive Stock Option.

               (p) "Officer" means a person who is an officer of the Company
within the meaning of Section 16 of the Exchange Act and the rules and
regulations promulgated thereunder.

               (q) "Option" means a stock option granted pursuant to the Plan.

               (r) "Option Agreement" means a written or electronic agreement
between the Company and an Optionee evidencing the terms and conditions of an
individual Option grant. The Option Agreement is subject to the terms and
conditions of the Plan.

               (s) "Option Exchange Program" means a program whereby outstanding
Options are exchanged for Options with a lower exercise price.

               (t) "Optioned Stock" means the Common Stock subject to an Option
or a Stock Purchase Right.

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               (u) "Optionee" means the holder of an outstanding Option or Stock
Purchase Right granted under the Plan.

               (v) "Parent" means a "parent corporation," whether now or
hereafter existing, as defined in Section 424(e) of the Code.

               (w)    "Plan" means this 2000 Stock Plan.

               (x) "Restricted Stock" means shares of Common Stock acquired
pursuant to a grant of a Stock Purchase Right under Section 11 below.

               (y) "Service Provider" means an Employee, Director or Consultant.

               (z) "Share" means a share of the Common Stock, as adjusted in
accordance with Section 12 below.

               (aa) "Stock Purchase Right" means a right to purchase Common
Stock pursuant to Section 11 below.

               (bb) "Subsidiary" means a "subsidiary corporation," whether now
or hereafter existing, as defined in Section 424(f) of the Code.

         3. Stock Subject to the Plan. Subject to the provisions of Section 12
of the Plan, the maximum aggregate number of Shares that may be subject to
option and sold under the Plan is [__________] Shares. The Shares may be
authorized but unissued, or reacquired Common Stock.

               If an Option or Stock Purchase Right expires or becomes
unexercisable without having been exercised in full, or is surrendered pursuant
to an Option Exchange Program, the unpurchased Shares which were subject thereto
shall become available for future grant or sale under the Plan (unless the Plan
has terminated). However, Shares that have actually been issued under the Plan,
upon exercise of either an Option or Stock Purchase Right, shall not be returned
to the Plan and shall not become available for future distribution under the
Plan, except that if Shares of Restricted Stock are repurchased by the Company
at their original purchase price, such Shares shall become available for future
grant under the Plan.

         4. Administration of the Plan.

               (a) Administrator. The Plan shall be administered by the Board or
a Committee appointed by the Board, which Committee shall be constituted to
comply with Applicable Laws.

               (b) Powers of the Administrator. Subject to the provisions of the
Plan and, in the case of a Committee, the specific duties delegated by the Board
to such Committee, and subject to the approval of any relevant authorities, the
Administrator shall have the authority in its discretion:

                      (i) to determine the Fair Market Value;

                      (ii) to select the Service Providers to whom Options and
Stock Purchase Rights may from time to time be granted hereunder;

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                      (iii) to determine the number of Shares to be covered by
each such award granted hereunder;

                      (iv) to approve forms of agreement for use under the Plan;

                      (v) to determine the terms and conditions, of any Option
or Stock Purchase Right granted hereunder. Such terms and conditions include,
but are not limited to, the exercise price, the time or times when Options or
Stock Purchase Rights may be exercised (which may be based on performance
criteria), any vesting acceleration or waiver of forfeiture restrictions, and
any restriction or limitation regarding any Option or Stock Purchase Right or
the Common Stock relating thereto, based in each case on such factors as the
Administrator, in its sole discretion, shall determine;

                      (vi) to determine whether and under what circumstances an
Option may be settled in cash under subsection 9(e) instead of Common Stock;

                      (vii) to reduce the exercise price of any Option to the
then current Fair Market Value if the Fair Market Value of the Common Stock
covered by such Option has declined since the date the Option was granted;

                      (viii) to initiate an Option Exchange Program;

                      (ix) to prescribe, amend and rescind rules and regulations
relating to the Plan, including rules and regulations relating to sub-plans
established for the purpose of qualifying for preferred tax treatment under
foreign tax laws;

                      (x) to allow Optionees to satisfy withholding tax
obligations by electing to have the Company withhold from the Shares to be
issued upon exercise of an Option or Stock Purchase Right that number of Shares
having a Fair Market Value equal to the amount required to be withheld. The Fair
Market Value of the Shares to be withheld shall be determined on the date that
the amount of tax to be withheld is to be determined. All elections by Optionees
to have Shares withheld for this purpose shall be made in such form and under
such conditions as the Administrator may deem necessary or advisable; and

                      (xi) to construe and interpret the terms of the Plan and
awards granted pursuant to the Plan.

               (c) Effect of Administrator's Decision. All decisions,
determinations and interpretations of the Administrator shall be final and
binding on all Optionees.

         5. Eligibility.

               (a) Nonstatutory Stock Options and Stock Purchase Rights may be
granted to Service Providers. Incentive Stock Options may be granted only to
Employees.

               (b) Each Option shall be designated in the Option Agreement as
either an Incentive Stock Option or a Nonstatutory Stock Option. However,
notwithstanding such designation, to the extent that the aggregate Fair Market
Value of the Shares with respect to which Incentive Stock Options are
exercisable for the first time by the Optionee during any calendar year (under
all plans

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of the Company and any Parent or Subsidiary) exceeds $100,000, such Options
shall be treated as Nonstatutory Stock Options. For purposes of this Section
5(b), Incentive Stock Options shall be taken into account in the order in which
they were granted. The Fair Market Value of the Shares shall be determined as of
the time the Option with respect to such Shares is granted.

               (c) Neither the Plan nor any Option or Stock Purchase Right shall
confer upon any Optionee any right with respect to continuing the Optionee's
relationship as a Service Provider with the Company, nor shall it interfere in
any way with his or her right or the Company's right to terminate such
relationship at any time, with or without cause.

         6. Term of Plan. The Plan shall become effective upon its adoption by
the Board. It shall continue in effect for a term of ten (10) years unless
sooner terminated under Section 14 of the Plan.

         7. Term of Option. The term of each Option shall be stated in the
Option Agreement; provided, however, that the term shall be no more than ten
(10) years from the date of grant thereof. In the case of an Incentive Stock
Option granted to an Optionee who, at the time the Option is granted, owns stock
representing more than ten percent (10%) of the voting power of all classes of
stock of the Company or any Parent or Subsidiary, the term of the Option shall
be five (5) years from the date of grant or such shorter term as may be provided
in the Option Agreement.

         8. Option Exercise Price and Consideration.

               (a) The per share exercise price for the Shares to be issued upon
exercise of an Option shall be such price as is determined by the Administrator,
but shall be subject to the following:

                      (i) In the case of an Incentive Stock Option

                             (A) granted to an Employee who, at the time of
grant of such Option, owns stock representing more than ten percent (10%) of the
voting power of all classes of stock of the Company or any Parent or Subsidiary,
the exercise price shall be no less than 110% of the Fair Market Value per Share
on the date of grant.

                             (B) granted to any other Employee, the per Share
exercise price shall be no less than 100% of the Fair Market Value per Share on
the date of grant.

                      (ii) In the case of a Nonstatutory Stock Option

                             (A) granted to a Service Provider who, at the time
of grant of such Option, owns stock representing more than ten percent (10%) of
the voting power of all classes of stock of the Company or any Parent or
Subsidiary, the exercise price shall be no less than 110% of the Fair Market
Value per Share on the date of grant.

                             (B) granted to any other Service Provider, the per
Share exercise price shall be no less than 85% of the Fair Market Value per
Share on the date of grant.

                      (iii) Notwithstanding the foregoing, Options may be
granted with a per Share exercise price other than as required above pursuant to
a merger or other corporate transaction.

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               (b) The consideration to be paid for the Shares to be issued upon
exercise of an Option, including the method of payment, shall be determined by
the Administrator (and, in the case of an Incentive Stock Option, shall be
determined at the time of grant). Such consideration may consist of (1) cash,
(2) check, (3) full-recourse promissory note, (4) other Shares which (x) in the
case of Shares acquired upon exercise of an Option, have been owned by the
Optionee for more than six months on the date of surrender, and (y) have a Fair
Market Value on the date of surrender equal to the aggregate exercise price of
the Shares as to which such Option shall be exercised, (5) consideration
received by the Company under a cashless exercise program implemented by the
Company in connection with the Plan, or (6) any combination of the foregoing
methods of payment. In making its determination as to the type of consideration
to accept, the Administrator shall consider if acceptance of such consideration
may be reasonably expected to benefit the Company.

         9. Exercise of Option.

               (a) Procedure for Exercise; Rights as a Shareholder. Any Option
granted hereunder shall be exercisable according to the terms hereof at such
times and under such conditions as determined by the Administrator and set forth
in the Option Agreement. Except in the case of Options granted to Officers,
Directors and Consultants, Options shall become exercisable at a rate of no less
than 20% per year over five (5) years from the date the Options are granted.
Unless the Administrator provides otherwise, vesting of Options granted
hereunder to Officers and Directors shall be tolled during any unpaid leave of
absence. An Option may not be exercised for a fraction of a Share.

                      An Option shall be deemed exercised when the Company
receives (i) written or electronic notice of exercise (in accordance with the
Option Agreement) from the person entitled to exercise the Option, and (ii) full
payment for the Shares with respect to which the Option is exercised. Full
payment may consist of any consideration and method of payment authorized by the
Administrator and permitted by the Option Agreement and the Plan. Shares issued
upon exercise of an Option shall be issued in the name of the Optionee or, if
requested by the Optionee, in the name of the Optionee and his or her spouse.
Until the Shares are issued (as evidenced by the appropriate entry on the books
of the Company or of a duly authorized transfer agent of the Company), no right
to vote or receive dividends or any other rights as a shareholder shall exist
with respect to the Shares, notwithstanding the exercise of the Option. The
Company shall issue (or cause to be issued) such Shares promptly after the
Option is exercised. No adjustment will be made for a dividend or other right
for which the record date is prior to the date the Shares are issued, except as
provided in Section 12 of the Plan.

                      Exercise of an Option in any manner shall result in a
decrease in the number of Shares thereafter available, both for purposes of the
Plan and for sale under the Option, by the number of Shares as to which the
Option is exercised.

               (b) Termination of Relationship as a Service Provider. If an
Optionee ceases to be a Service Provider, such Optionee may exercise his or her
Option within such period of time as is specified in the Option Agreement (of at
least thirty (30) days) to the extent that the Option is vested on the date of
termination (but in no event later than the expiration of the term of the Option
as set forth in the Option Agreement). In the absence of a specified time in the
Option Agreement, the Option shall remain exercisable for three (3) months
following the Optionee's termination. If, on the date of termination, the
Optionee is not vested as to his or her entire Option, the Shares covered by

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the unvested portion of the Option shall revert to the Plan. If, after
termination, the Optionee does not exercise his or her Option within the time
specified by the Administrator, the Option shall terminate, and the Shares
covered by such Option shall revert to the Plan.

               (c) Disability of Optionee. If an Optionee ceases to be a Service
Provider as a result of the Optionee's Disability, the Optionee may exercise his
or her Option within such period of time as is specified in the Option Agreement
(of at least six (6) months) to the extent the Option is vested on the date of
termination (but in no event later than the expiration of the term of such
Option as set forth in the Option Agreement). In the absence of a specified time
in the Option Agreement, the Option shall remain exercisable for twelve (12)
months following the Optionee's termination. If, on the date of termination, the
Optionee is not vested as to his or her entire Option, the Shares covered by the
unvested portion of the Option shall revert to the Plan. If, after termination,
the Optionee does not exercise his or her Option within the time specified
herein, the Option shall terminate, and the Shares covered by such Option shall
revert to the Plan.

               (d) Death of Optionee. If an Optionee dies while a Service
Provider, the Option may be exercised within such period of time as is specified
in the Option Agreement (of at least six (6) months) to the extent that the
Option is vested on the date of death (but in no event later than the expiration
of the term of such Option as set forth in the Option Agreement) by the
Optionee's estate or by a person who acquires the right to exercise the Option
by bequest or inheritance. In the absence of a specified time in the Option
Agreement, the Option shall remain exercisable for twelve (12) months following
the Optionee's termination. If, at the time of death, the Optionee is not vested
as to the entire Option, the Shares covered by the unvested portion of the
Option shall immediately revert to the Plan. If the Option is not so exercised
within the time specified herein, the Option shall terminate, and the Shares
covered by such Option shall revert to the Plan.

               (e) Buyout Provisions. The Administrator may at any time offer to
buy out for a payment in cash or Shares, an Option previously granted, based on
such terms and conditions as the Administrator shall establish and communicate
to the Optionee at the time that such offer is made.

        10. Non-Transferability of Options and Stock Purchase Rights. The
Options and Stock Purchase Rights may not be sold, pledged, assigned,
hypothecated, transferred, or disposed of in any manner other than by will or by
the laws of descent or distribution and may be exercised, during the lifetime of
the Optionee, only by the Optionee.

        11. Stock Purchase Rights.

               (a) Rights to Purchase. Stock Purchase Rights may be issued
either alone, in addition to, or in tandem with other awards granted under the
Plan and/or cash awards made outside of the Plan. After the Administrator
determines that it will offer Stock Purchase Rights under the Plan, it shall
advise the offeree in writing or electronically of the terms, conditions and
restrictions related to the offer, including the number of Shares that such
person shall be entitled to purchase, the price to be paid, and the time within
which such person must accept such offer. The terms of the offer shall comply in
all respects with Section 260.140.42 of Title 10 of the California Code of
Regulations. The offer shall be accepted by execution of a Restricted Stock
purchase agreement in the form determined by the Administrator.

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               (b) Repurchase Option. Unless the Administrator determines
otherwise, the Restricted Stock purchase agreement shall grant the Company a
repurchase option exercisable upon the voluntary or involuntary termination of
the purchaser's service with the Company for any reason (including death or
disability). The purchase price for Shares repurchased pursuant to the
Restricted Stock purchase agreement shall be the original price paid by the
purchaser and may be paid by cancellation of any indebtedness of the purchaser
to the Company. The repurchase option shall lapse at such rate as the
Administrator may determine.

                      Except with respect to Shares purchased by Officers,
Directors and Consultants, the repurchase option shall in no case lapse at a
rate of less than 20% per year over five (5) years from the date of purchase.

               (c) Other Provisions. The Restricted Stock purchase agreement
shall contain such other terms, provisions and conditions not inconsistent with
the Plan as may be determined by the Administrator in its sole discretion.

               (d) Rights as a Shareholder. Once the Stock Purchase Right is
exercised, the purchaser shall have rights equivalent to those of a shareholder
and shall be a shareholder when his or her purchase is entered upon the records
of the duly authorized transfer agent of the Company. No adjustment shall be
made for a dividend or other right for which the record date is prior to the
date the Stock Purchase Right is exercised, except as provided in Section 12 of
the Plan.

         12. Adjustments Upon Changes in Capitalization, Merger or Asset Sale.

               (a) Changes in Capitalization. Subject to any required action by
the shareholders of the Company, the number of shares of Stock covered by each
outstanding Option or Stock Purchase Right, and the number of shares of Stock
which have been authorized for issuance under the Plan but as to which no
Options or Stock Purchase Rights have yet been granted or which have been
returned to the Plan upon cancellation or expiration of an Option or Stock
Purchase Right, as well as the price per share of Stock covered by each such
outstanding Option or Stock Purchase Right, shall be proportionately adjusted
for any increase or decrease in the number of issued shares of Stock resulting
from a stock split, reverse stock split, stock dividend, combination or
reclassification of the Stock, or any other increase or decrease in the number
of issued shares of Stock effected without receipt of consideration by the
Company. The conversion of any convertible securities of the Company shall not
be deemed to have been "effected without receipt of consideration." Such
adjustment shall be made by the Board, whose determination in that respect shall
be final, binding and conclusive. Except as expressly provided herein, no
issuance by the Company of shares of stock of any class, or securities
convertible into shares of stock of any class, shall affect, and no adjustment
by reason thereof shall be made with respect to, the number or price of shares
of Stock subject to an Option or Stock Purchase Right.

               (b) Dissolution or Liquidation. In the event of the proposed
dissolution or liquidation of the Company, the Administrator shall notify each
Optionee as soon as practicable prior to the effective date of such proposed
transaction. The Administrator in its discretion may provide for an Optionee to
have the right to exercise his or her Option or Stock Purchase Right until
fifteen (15) days prior to such transaction as to all of the Optioned Stock
covered thereby, including Shares as to which the Option or Stock Purchase Right
would not otherwise be exercisable. In addition, the Administrator may provide
that any Company repurchase option applicable to any

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Shares purchased upon exercise of an Option or Stock Purchase Right shall lapse
as to all such Shares, provided the proposed dissolution or liquidation takes
place at the time and in the manner contemplated. To the extent it has not been
previously exercised, an Option or Stock Purchase Right will terminate
immediately prior to the consummation of such proposed action.

               (c) Merger or Asset Sale. In the event of a merger of the Company
with or into another corporation, or the sale of substantially all of the assets
of the Company, each outstanding Option and Stock Purchase Right shall be
assumed or an equivalent option or right substituted by the successor
corporation or a Parent or Subsidiary of the successor corporation. In the event
that the successor corporation refuses to assume or substitute for the Option or
Stock Purchase Right, the Optionee shall fully vest in and have the right to
exercise the Option or Stock Purchase Right as to all of the Optioned Stock,
including Shares as to which it would not otherwise be vested or exercisable.

                      If an Option or Stock Purchase Right becomes fully vested
and exercisable in lieu of assumption or substitution in the event of a merger
or sale of assets, the Administrator shall notify the Optionee in writing or
electronically that the Option or Stock Purchase Right shall be fully
exercisable for a period of fifteen (15) days from the date of such notice, and
the Option or Stock Purchase Right shall terminate upon the expiration of such
period. For the purposes of this paragraph, the Option or Stock Purchase Right
shall be considered assumed if, following the merger or sale of assets, the
option or right confers the right to purchase or receive, for each Share of
Optioned Stock subject to the Option or Stock Purchase Right immediately prior
to the merger or sale of assets, the consideration (whether stock, cash, or
other securities or property) received in the merger or sale of assets by
holders of Stock for each Share held on the effective date of the transaction
(and if holders were offered a choice of consideration, the type of
consideration chosen by the holders of a majority of the outstanding Shares);
provided, however, that if such consideration received in the merger or sale of
assets is not solely Stock of the successor corporation or its Parent, the
Administrator may, with the consent of the successor corporation, provide for
the consideration to be received upon the exercise of the Option or Stock
Purchase Right, for each Share of Optioned Stock subject to the Option or Stock
Purchase Right, to be solely Stock of the successor corporation or its Parent
equal in fair market value to the per share consideration received by holders of
Stock in the merger or sale of assets.

        13. Time of Granting Options and Stock Purchase Rights. The date of
grant of an Option or Stock Purchase Right shall, for all purposes, be the date
on which the Administrator makes the determination granting such Option or Stock
Purchase Right, or such other date as is determined by the Administrator. Notice
of the determination shall be given to each Service Provider to whom an Option
or Stock Purchase Right is so granted within a reasonable time after the date of
such grant.

        14. Amendment and Termination of the Plan.

               (a) Amendment and Termination. The Board may at any time amend,
alter, suspend or terminate the Plan.

               (b) Shareholder Approval. The Board shall obtain shareholder
approval of any Plan amendment to the extent necessary and desirable to comply
with Applicable Laws.

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               (c) Effect of Amendment or Termination. No amendment, alteration,
suspension or termination of the Plan shall impair the rights of any Optionee,
unless mutually agreed otherwise between the Optionee and the Administrator,
which agreement must be in writing and signed by the Optionee and the Company.
Termination of the Plan shall not affect the Administrator's ability to exercise
the powers granted to it hereunder with respect to Options granted under the
Plan prior to the date of such termination.

        15. Conditions Upon Issuance of Shares.

               (a) Legal Compliance. Shares shall not be issued pursuant to the
exercise of an Option unless the exercise of such Option and the issuance and
delivery of such Shares shall comply with Applicable Laws and shall be further
subject to the approval of counsel for the Company with respect to such
compliance.

               (b) Investment Representations. As a condition to the exercise of
an Option, the Administrator may require the person exercising such Option to
represent and warrant at the time of any such exercise that the Shares are being
purchased only for investment and without any present intention to sell or
distribute such Shares if, in the opinion of counsel for the Company, such a
representation is required.

        16. Inability to Obtain Authority. The inability of the Company to
obtain authority from any regulatory body having jurisdiction, which authority
is deemed by the Company's counsel to be necessary to the lawful issuance and
sale of any Shares hereunder, shall relieve the Company of any liability in
respect of the failure to issue or sell such Shares as to which such requisite
authority shall not have been obtained.

        17. Reservation of Shares. The Company, during the term of this Plan,
shall at all times reserve and keep available such number of Shares as shall be
sufficient to satisfy the requirements of the Plan.

        18. Shareholder Approval. The Plan shall be subject to approval by the
shareholders of the Company within twelve (12) months after the date the Plan is
adopted. Such shareholder approval shall be obtained in the degree and manner
required under Applicable Laws.

        19. Information to Optionees and Purchasers. The Company shall provide
to each Optionee and to each individual who acquires Shares pursuant to the
Plan, not less frequently than annually during the period such Optionee or
purchaser has one or more Options or Stock Purchase Rights outstanding, and, in
the case of an individual who acquires Shares pursuant to the Plan, during the
period such individual owns such Shares, copies of annual financial statements.
The Company shall not be required to provide such statements to key employees
whose duties in connection with the Company assure their access to equivalent
information.

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                                                                   EXHIBIT 10.12

        AGREEMENT FOR THE ALLOTMENT OF SHARE OPTIONS AND TRUST AGREEMENT

                  Made in Tel Aviv, this ___ day of March 2000

BETWEEN:              CLICKSERVICE SOFTWARE LTD.

                      (hereinafter referred to as "the Company")

                                                               of the first part

AND:                  CERTAIN EMPLOYEES OF THE COMPANY WHO SHALL BE INVITED BY
                      THE COMPANY TO PARTICIPATE IN THE AGREEMENT AND SIGN THE
                      PARTICIPATION DOCUMENT

                      (such an employee is hereinafter referred to as "a
                      Participating Employee")

                                                              of the second part

AND:                  B.Y.A.D. TRUSTEES

                      (hereinafter referred to as "the Trustee")

                                                               of the third part

WHEREAS               the Company wishes to grant to certain Participating
                      Employees, not including controlling shareholders, and up
                      to 35 (thirty five) of such Participating Employees,
                      within the context of a trust, options for shares of the
                      Company in the first stage and thereafter to enable the
                      Participating Employees, upon certain terms and
                      conditions, to receive an actual allotment of shares;

AND WHEREAS           the Company wishes to grant the options, such that they
                      shall be held by the Trustee on behalf of the
                      Participating Employees, whether existing or future
                      employees of the Company;

                                       1

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AND WHEREAS           the Company wishes to appoint the Trustee, and the
                      provisions of this Agreement shall serve as an instrument
                      of trust and instructions to the Trustee;

AND WHEREAS           the Trustee agrees to accept such position;

AND WHEREAS           the parties wish to define, determine and detail the
                      method of the allotment, the stages thereof and all
                      matters relating thereto or connected therewith or
                      deriving therefrom, all as detailed below in this
                      Agreement;

ACCORDINGLY, IT IS WARRANTED, PROVIDED AND AGREED BETWEEN THE PARTIES AS
FOLLOWS:

1.      RECITALS

        1.1     The recitals to this Agreement constitute an integral part
                hereof.

        1.2     The clause headings in this Agreement are for convenience and
                orientation purposes only, they do not constitute any part
                hereof and shall not be used for the interpretation hereof.

        1.3     The provisions of this Agreement do not prejudice the rights or
                holdings or shares of any of the holders of any classes of the
                Company's shares at the time of the making hereof or thereafter,
                unless otherwise expressly stated and provided herein.

2.      THE TRUST

        The parties hereby establish and create a trust and shall procure that
        the Company shall allot to the Trustee the options for Class B Ordinary
        shares of nominal value NIS 0.01 each of the Company and the shares, at
        the time of the exercise of part or all of the options.

        The provisions of this Agreement constitute an instrument of trust and
        instructions to the Trustee.

        It is agreed that Appendix B to the Income Tax Regulations (Tax Relief
        Upon Allotment of Shares to Employees) 1989 (hereinafter the
        "Regulations"), constitute an integral part of this Agreement,
        Instrument of Trust and Instructions to the Trustee, in accordance with
        this Agreement.

3.      THE OBJECT OF THE TRUST

                                       2

<PAGE>   3
        The object of the trust is for options to shares to be held by the
        Trustee for the benefit of employees of the Company whose names appear
        in List "1" attached to this Agreement, as may be amended from time to
        time by the Company by written notice to the Trustee detailing the names
        of the beneficiaries and next to each beneficiaries' name, the number of
        options which the Trustee holds or shall hold in trust for each
        beneficiary.

        3.1     The Trustee shall maintain and manage List "1" and shall attend
                to updating it from time to time as required, including adding
                new beneficiaries, recording options that have been allotted to
                the Trustee on behalf of the beneficiaries according to the
                ratio of their rights at the determining date, and he shall also
                record the options that shall be added to the beneficiaries from
                such allotment in List 1 to the credit of such beneficiaries.

        3.2     The share options allotted upon exercise of the options shall be
                allotted to the Trustee or that shall be held by the Trustee
                pursuant to the provisions of this Agreement shall be registered
                in the Trustee's name in the Company's register of shareholders.

        3.3     The Trustee shall act in all matters relating to adding new
                employees to List "1" and to determine the terms and conditions
                of their entitlement pursuant to resolutions of the Company as
                shall be passed from time to time. Nonetheless, the Trustee
                shall not be entitled to detract from the rights and conditions
                prescribed and/or that shall be prescribed for the beneficiaries
                pursuant to this Agreement except with the prior written consent
                of the Company and of the beneficiary or beneficiaries affected
                by such change, as the case may be.

        3.4     The beneficiaries included or that shall be included in List "1"
                at any time whatsoever do not and shall not have any right or
                claim against other beneficiaries being added to the List or
                against the adding of rights or shares to those included in List
                "1", in whole or in part.

        3.5     Upon the fulfillment of the terms and conditions or at the
                specified times, all pursuant to the terms and conditions
                hereof, the Trustee shall transfer to the beneficiaries the
                options or the shares allotted to them, as the case may be, all
                subject to the provisions hereof, the provisions of the
                Ordinance and the Regulations.

        3.6     The Company shall keep separate records as to every allotment,
                and shall forward a copy of such records to the Trustee; the
                records shall contain every detail connected to the allotment,
                including -

                (1)     The names of the employees to whom shares were allotted
                        in the framework of an entitling allotment, their I.D.
                        numbers and addresses;

                                       3

<PAGE>   4
                (2)     The number of shares which were allotted to each
                        employee, their class and description including the
                        share's serial number;

                (3)     The sum which was paid by every employee in
                        consideration for the shares and the dates of payments;

                (4)     The date of the allotment;

                (5)     Transactions which were carried out in connection with
                        the shares, including sales thereof and transfer thereof
                        to an employee or his successors;

4.      THE TRUSTEE'S DUTIES AND POWERS

        The Company and the beneficiaries hereby instruct the Trustee to act
        with the options which it holds and with the rights deriving therefrom
        in the following manner:

        4.1     The Trustee shall apply to the authorities in a request for
                approval of the trust as obligated by the provisions.

        4.2     If the Company shall distribute bonus shares during the term of
                the trust, the bonus shares that shall be distributed to the
                Trustee in respect of the options pursuant to this Agreement
                shall belong to the beneficiaries and they shall be credited to
                them pro rata to their entitlement to the options according to
                List "1", and at the date of the end of the trust and the
                transfer of the shares to the beneficiaries, the Trustee and the
                Company shall act to allot the bonus shares to them
                simultaneously with the allotment of the shares due pursuant to
                the options.

        4.3     If rights in respect of the options are distributed by the
                Company at the end of the trust in accordance with Section 8
                hereof, the Trustee shall give prior written notice thereof to
                the beneficiaries in sufficient time to receive their response
                and it shall act in accordance with the beneficiaries'
                instructions. If the beneficiaries wish to register the rights
                and they transfer the amount required therefor to the Trustee,
                the Trustee shall purchase the rights on their behalf or on
                behalf of some of them and they shall be added to their rights
                at the end of the trust. If the beneficiaries do not give notice
                or if the beneficiaries do not reply to the Trustee at the time
                prescribed therefor, the Trustee shall deem the beneficiaries
                who did not reply or who did not pay the fixed consideration on
                due date as having irrevocably waived the offered rights.

        4.4     The Trustee shall act in its exclusive discretion regarding all
                the other subjects or rights conferred pursuant to the options
                or the shares upon exercise of the options. However, if the
                Trustee receives rights or monies in respect of the options,
                save for bonus shares, it shall transfer them to the
                beneficiaries pursuant to their proportionate share of the
                options pursuant to List "1".

                                       4

<PAGE>   5
        4.5     The Trustee shall deliver all required reports in accordance
                with the provisions and/or in accordance with the law and/or
                other regulations applying to the subject matter of this
                Agreement.

5.      THE BENEFICIARIES' PARTICIPATION

        Each Participating Employee pursuant to this Agreement shall sign a
        trust participation document in the form of wording set forth below:

                           INSTRUMENT OF PARTICIPATION

                Employee's name ______________________________ (hereinafter
                referred to as "the Participating Employee")

                1.      I hereby participate as a beneficiary pursuant to the
                        Option Agreement dated _______________ (hereinafter
                        referred to as "the Agreement") and undertake all the
                        obligations and rights of a beneficiary pursuant to the
                        Agreement.

                2.      I sign this instrument of participation having read the
                        Agreement and having understood the provisions thereof.

                3.      I confirm my rights in the options held on my behalf by
                        the Trustee both pursuant to the Agreement and also
                        pursuant to the conditions of participating in the trust
                        dated _______________ and pursuant to the Ordinance and
                        Regulations.

                ---------------             -----------------------------
                Date                        Signature of Participating Employee

                Name of Participating Employee _______________

                Identity No. of Participating Employee _______________

                Address of Participating Employee _______________

                Witness' signature: I certify the signature of the Participating
                Employee

                                                 ------------------------------
                                                 Director of the Company

                We the undersigned hereby confirm your participation as a
                beneficiary pursuant to the Agreement.

                                       5

<PAGE>   6
                ---------------                     ---------------
                Date                                The Trustee

6.      THE OPTIONS

        The employee participating in this Agreement, the trust and the option
        entitlement arrangement is hereby granted and given options upon the
        terms and conditions and at the times set forth below:

        6.1     A conditional and suspensive right upon the cumulative
                fulfillment of the terms and conditions detailed below and the
                terms and conditions detailed in this Agreement to receive by
                way of an allotment of _______________ Class B Ordinary Shares
                of nominal value NIS 0.01 of the Company. Until the registration
                of the shares in the employees name in accordance with the
                Option Plan and the Trust Agreement as mentioned above, the
                Participating Employee is granted the right that his name be
                registered in List "1" with a notation of the option for the
                specific number of shares specified above.

        6.2     The terms and conditions:

                The Participating Employee's right to convert the options held
                in trust on his behalf by the Trustee into shares that shall be
                actually allotted in his name is conditional and suspensive upon
                the fulfillment of all the following terms and conditions:

                6.2.1   Every actual period of employment with the Company of at
                        least 24 months from the participation date shall confer
                        the right to convert 1/3 (a third) of the number of
                        shares specified in the options into shares.

                6.2.2   Every month of continuous and cumulative period of
                        employment exceeding the first 24 months shall confer
                        the right to convert a further 1/24 (one twenty-fourth)
                        from the balance of 2/3 (two-thirds) of the total number
                        of shares specified in the option, into shares actually
                        allotted, in an allotment at the end of the cumulative
                        period.

                6.2.3   After a continuous and cumulative actual period of
                        employment with the Company of 48 months, the
                        beneficiary's right shall be exhausted and the validity
                        of the trust in relation to him shall expire.

                6.2.4   The exercise of the right to an actual allotment of
                        Class B Ordinary Shares is further conditional and
                        suspensive upon the payment of $5.10 (five dollars and
                        ten cents) according to the representative rate known at
                        the time of the allotment in respect of the right to
                        each share.

                6.2.5   In the event that conditions are imposed by the
                        authorities as conditions

                                       6

<PAGE>   7
                        for approval of the fulfillment of this Agreement, the
                        beneficiaries will agree and agree to these conditions.

                (The periods specified in this clause above are hereinafter
                referred to as "the Vesting Period".)

        6.3     If the employee ceases to be an actual employee of the Company
                at any stage whatsoever prior to the conversion of the options
                or part thereof into shares and prior to the actual allotment of
                shares, and provided that the circumstances of the termination
                of employment are not breach of trust, grave disciplinary
                offence or criminal offence ("Cause"), the options granted to
                the employee until the date of the termination of his employment
                with the Company can be exercised only for a period of three (3)
                months from the date of the above-mentioned termination of
                employment. After the end of the said three (3) month period,
                the options granted to the employee which were not exercised,
                shall expire and shall be void.

                In the event that a beneficiary who ceased to be an employee
                within two years from the date of this Option Agreement and the
                tax exemption does not apply to the beneficiary, the same
                employee shall be liable for the tax payment for tax upon
                allotment and for tax pursuant to Section 102 of the Ordinance,
                the higher of the two.

        6.4     If the options are cancelled because the terms and conditions of
                this clause have not been fulfilled, the employee shall not be
                entitled to consideration, refund or compensation or indemnity
                whatsoever in respect of the cancellation.

7.      THE BENEFICIARIES' LIABILITY

        7.1     Every liability and every amount that a holder of the options is
                under a duty to pay and all the obligations applicable pursuant
                to the Companies Ordinance and the Company's documents of
                incorporation to a holder of options or shares or a member of
                the Company, shall be passed on from the Trustee to the
                beneficiaries pursuant to the proportion of the options or the
                shares held by the Trustee for the benefit of the beneficiaries.

        7.2     The beneficiaries hereby confirm that they acknowledge that if
                payment demands of them are not complied with, the Company may
                forfeit the options held on their behalf by the Trustee pursuant
                to the Company's Articles of Association and the results of the
                forfeiture shall apply to each beneficiary in accordance with
                the option for shares held on trust on his behalf by the
                Trustee.

        7.3     If the Trustee receives demands, requests, notices and
                claims, including payment calls, demands for payments at the
                time of the Company's winding up, notices in respect of
                forfeiting the shares or any other demand, the Trustee shall,
                immediately upon the receipt thereof, send them to each of the
                beneficiaries in respect of whose

                                       7

<PAGE>   8
                shares held on his behalf by the Trustee the said demands were
                received, to the beneficiary's address as appearing in his
                participation notice or to another address which the beneficiary
                sent the Trustee, provided that they shall be sent in writing
                and the liability deriving from the said demands shall apply to
                the beneficiary alone.

        7.4     The beneficiaries' liability pursuant to this clause shall apply
                in accordance with the shares held on their behalf. If any
                charge or payment demand whatsoever shall relate to shares held
                for a number of beneficiaries, each beneficiary shall be liable
                for the charge or the payment demand pro rata to the options
                held on his behalf.

8.      TERMINATION OF THE TRUST

        8.1     If the Trustee holds options or shares for any beneficiary,
                including his successors and assigns, during the Vesting Period
                that shall not be less than two years, the shares or options
                shall be transferred to the beneficiary's possession either on
                its own initiative or on the beneficiary's initiative, on the
                following terms and conditions:

                8.1.1   The Company notified the Trustee that the employee is
                        continuously employed by the Company for the whole
                        vesting period, and continues to be employed by the
                        Company and he has requested to exercise an option and
                        has paid the Company the exercise price.

                8.1.2   In the event that the Notification of Deduction at
                        Source Form has been completed and sent, as specified in
                        the Income Tax Regulations (Tax Relief Upon Allotment of
                        Shares to Employees) 1989, and tax is actually paid, at
                        the rate specified in the Regulations at that time.

        8.2     If a Participating Employee ceases to be employed by the Company
                at any time whatsoever and for any reason whatsoever, the trust
                for him shall expire at the time of the termination of
                employee-employer relations.

        8.3     If a Participating Employee exercises a right as a beneficiary
                by way of exercising the conversion of an option into a share
                that shall be actually allotted, subject to all the terms and
                conditions of this Agreement, the trust shall expire in respect
                of the part of the option converted and actually allotted at
                such time.

9.      ISSUE TO THE PUBLIC

        9.1     If the Company notifies the Trustee that for the purposes of an
                issue of shares to the

                                       8

<PAGE>   9
                public an undertaking by the beneficiary option holders is
                required, pursuant whereto they undertake a restriction on the
                transfer of the shares of which they are beneficiaries or to
                which they are entitled pursuant to the options or the trading
                of such shares, the Trustee shall be entitled to assume the
                undertaking as aforesaid, provided that such an undertaking
                shall not prevent it from transferring options to the
                beneficiaries, subject to the beneficiaries assuming the said
                undertaking.

        9.2     If as a condition for the issue of shares to the public the
                option holders shall be required to undertake not to sell them
                during a specific period (hereinafter referred to as "the
                restriction period"), the Company is entitled to make demand of
                the Trustee to join in giving an undertaking as aforesaid, and
                in the event of a demand as aforesaid the Trustee shall accede
                thereto, even if the Vesting Period, or part thereof, mentioned
                in clause 6 above, has not yet terminated, and in such case the
                trust period shall be extended by the restriction period and the
                beneficiaries shall have no complaint in consequence thereof.

        9.3     The beneficiaries are aware that the Company is considering an
                issue to the public with the intention of listing the Company's
                shares for trading on a stock exchange either in Israel or
                abroad. The beneficiaries empower the Trustee to sign any
                document which, in the opinion of the Company's board of
                directors, is required to enable an issue as aforesaid,
                including changes to the Company's documents of incorporation
                and including changes in its capital structure, provided that
                the changes shall not result in the shares the subject of the
                options held in trust by the Trustee having inferior rights
                (save for voting rights) compared with the rights which other
                shares of the Company confer.

                In the event that the shares are registered for trading, as
                aforesaid, the employee shall be permitted to apply to the
                Commissioner in a request that his shares will be seen as sold
                pursuant to the average stock exchange price-list in the first
                three days of trading.

10.     NON-TRANSFERABILITY

        The rights to the options pursuant to this Agreement and the shares that
        shall be allotted to the Participating Employee pursuant thereto and
        upon the terms and conditions thereof are granted to the Participating
        Employee as a beneficiary and to him alone.

        The beneficiaries' rights may not be transferred or assigned in any
        manner whatsoever, including by way of pledge, charge, attachment,
        assignment and the like.

        Without derogating from the foregoing, rights to options may only be
        transferred by way of implementing a will of an employee or his
        inheritance if the employee dies on a date when he was an actual
        employee of the Company.

11.     REPLACEMENT TRUSTEE

                                       9

<PAGE>   10
        If the Trustee is unable to perform its duties or does not wish to
        perform its duties, the Company is entitled to appoint another trustee
        and in such event the Trustee shall transfer the options it is holding
        to the other trustee and the replacement trustee shall replace the
        Trustee for all intents and purposes.

12.     THE COMPANY'S OTHER SHARES

        12.1    The provisions of this Agreement do not prejudice the rights of
                other holders of options or shares of the Company to which the
                trust arrangement does not apply.

        12.2    The parties are aware that additional employees of the Company
                own rights in shares or to receive shares in other arrangements,
                and it is hereby expressly agreed that this Agreement does not
                apply to and does not affect or howsoever impair rights of other
                shareholders of the Company or persons entitled to shares of the
                Company, including employees entitled as aforesaid.

13.     PAYMENT AND INDEMNITY

        13.1    An action by the Trustee and any outcome of an action by the
                Trustee, directly or indirectly, shall not render the Trustee
                liable for any payment whatsoever. In any event in which the
                Trustee is directly or indirectly ordered to make any payment in
                connection with its actions as trustee, the Company undertakes
                to directly effect and make the payment which shall be required,
                for so long as it is a payment relating to the trust, or to
                indemnify the Trustee for a payment as aforesaid upon demand
                received from it.

        13.2    Save in regard to the subjects detailed in clause 7 above, if
                the Trustee is ordered to make any payment by a court or
                tribunal or arbitrator in consequence of its operations as
                trustee, whether directly or indirectly, the Company shall bear
                the payment in its stead and shall effect the payment on the
                required date, and the Trustee shall not be liable to indemnify
                the Company for such payment.

        13.3    The beneficiaries and the Company release the Trustee from any
                liability for a negligent act or omission, and the Company shall
                indemnify the Trustee for any payment which it is required to
                pay in order to compensate any person or corporation for such an
                act or omission.

14.     GENERAL PROVISIONS

        14.1    If the law so obliges or if the Company or any of its
                shareholders so requests, the Company shall procure that the
                Trustee shall be registered in the Company's register of
                shareholders as the owner of the options for shares held by it
                on trust.

                                       10

<PAGE>   11
        14.2    The Company shall pay the Trustee's remuneration.

        14.3    If the Company resolves to issue any of its shares in
                consequence of additional investors joining the Company or for
                any other reason, the Trustee's part of the options convertible
                into shares of the Company shall be diluted accordingly and the
                beneficiaries' right shall also be diluted in accordance
                therewith, and the beneficiaries shall not have any complaint or
                claim in such regard.

        14.4    In a case where the beneficiaries have been actually allotted
                part of the shares at the time of a dilution as aforesaid or at
                any other time thereafter, their shares shall be diluted in
                respect of the joining of investors or other shareholders, and
                the beneficiaries shall not, even as shareholders, have any
                complaint or demand in such regard.

        14.5    The Trustee is empowered to determine the terms and conditions
                for beneficiaries participating in the trust, in its discretion.

        14.6    The parties undertake to sign all the documents required to give
                validity and effect to this Agreement.

        14.7    If income tax or capital gains tax or any other tax applies in
                respect of the options or in respect of the allotment of the
                shares or in respect of the holding of the shares or the
                transfer thereof, or for another reason, the tax shall be borne
                by the beneficiary in respect of the options or the shares held
                for his benefit by the Trustee. If tax as aforesaid is imposed,
                the Trustee shall be entitled to make demand of the beneficiary
                to pay the tax upon demand pursuant to this Agreement or to
                deduct the imposed tax from the amounts due or that shall be due
                to the beneficiary, and such being in addition to any other
                remedy available to the Trustee at law. If the tax as aforesaid
                is imposed upon the Company, the Trustee shall be under a duty,
                upon the Company's demand, to deduct the said tax and to remit
                the amount collected to the Company, as the case may be.

                The beneficiary authorizes and empowers the Company and the
                Trustee to deduct or collect tax as aforesaid.

        14.8    In the event of the death of a beneficiary at a time when he is
                not an actual employee of the Company, his heirs shall be
                entitled to exercise any options vested for a period of 18
                (eighteen) months after such death. Any options not yet vested
                at the time of his death shall automatically expire and any
                prima facie transfer to his heirs or to beneficiaries pursuant
                to his will, as the case may be, shall not be valid.

AS WITNESS THE HANDS OF THE PARTIES:

                                       11

<PAGE>   12
------------------------------          ------------------------------
CLICKSERVICE SOFTWARE LTD               B.Y.A.D. TRUSTEES LTD.
"THE COMPANY"                           "THE TRUSTEE"

                                       12

<PAGE>   13
                          APPENDIX TO TRUST AGREEMENT -
                    CONDITIONS FOR PARTICIPATING IN THE TRUST

              Made in Tel-Aviv this __ day of _______________ 2000.

BETWEEN:              ClickService Software Ltd.

AND:                  The Participating Employee, Mr./Ms. ____________________

WHEREAS               ClickService Software Ltd. (hereinafter referred to as
                      "the Company") shall allot options convertible into shares
                      in favor of the Participating Employee;

AND WHEREAS           the employee wishes to participate in an Agreement dated
                      ___ February 2000 (hereinafter referred to as "the
                      Agreement"), including the Trustee's trust and its holding
                      of the options until they mature;

ACCORDINGLY, IT IS WARRANTED AND AGREED AS FOLLOWS:

1.      The recitals to this appendix constitute an integral part hereof.

2.      The Participating Employee is entitled to be a beneficiary pursuant to
        the Agreement from the date of the signing of this conditions for
        participation appendix.

3.      The Participating Employee's entitlement shall confer upon him the
        following rights:

        3.1     The right to be registered as a beneficiary of options to
                receive ____________ Class B Ordinary Shares of NIS 0.01 each of
                the Company in equal shares of one third with the determining
                date for the first third being after 24 months have elapsed of
                continuous work for the Company. After this, every month of
                continuous and cumulative period of employment exceeding the
                first 24 months shall confer the right to convert a further 1/24
                (one twenty-fourth) from the balance of 2/3 (two-thirds) of the
                total number of shares specified in the option, into shares
                actually allotted, in an allotment at the end of the cumulative
                period.. The entire cumulative period shall be entitled the
                "Vesting Period". The right to shares as aforesaid shall be
                subject to payment of the sum of $5.10 (five dollars and ten
                cents), for the right to each share, at the representative rate
                known at such time.

        3.2     The said right is conditional and suspensive upon the
                fulfillment of all the terms and conditions specified in the
                Agreement.

        3.3     If the employee ceases to be an actual employee of the Company
                at any stage whatsoever until the conversion of the options or
                part thereof into shares and prior to the actual allotment of
                the shares, regardless of the reason for the termination of the
                employment with the Company, his rights to an allotment or to
                exercise the balance of the allotment shall expire, be cancelled
                and nullified except to the extent specified in the Agreement.

                                       13

<PAGE>   14
        3.4     The provisions set forth in this clause are in addition to the
                provisions set forth in the Agreement.

        3.5     The ancillary right upon the terms and conditions of the
                Agreement distribution of additional rights or benefits, and
                also those shall be granted in the future to holders of shares
                or at the time of winding up, all pro rata to his entitlement to
                options.

4.      The option convertible into shares upon the terms and conditions of the
        Agreement and the terms and conditions of this instrument of
        participation shall be recorded in List "1" by the Trustee together with
        the Participating Employee's name and his proportionate share of the
        number of the shares as specified above.

5.      The options that shall be recorded for the Participating Employee are in
        addition to his other employment terms and conditions, and are not in
        lieu thereof, but the Company's management may consider them a benefit
        or other right conferred upon the employee in respect of and in
        consequence of his employment.

6.      The Participating Employee hereby agrees and confirms that if there
        shall be a dilution of the Company's shares at any stage or in any
        manner, whether during the course of the Vesting Period, or upon the
        exercise of the conversion of the shares into an actual allotment of
        shares, whether in stages or at the end of the entire Vesting Period,
        his part shall also be diluted respectively.

        In an event in which additional conditions would be required by the
        relevant authorities for the approval to implement this Agreement, the
        beneficiaries shall and they do agree to such conditions.

7.      The Participating Employee accepts and agrees to all the terms and
        conditions of the Agreement and confirms his express consent that in any
        event of a contradiction between the provisions of this appendix and the
        provisions of the Agreement, the provisions of the Agreement shall
        prevail.

8.      The Participating Employee hereby warrants and confirms his consent that
        all the payment of taxes, official fees, levies and the like of
        whatsoever description applicable now or that shall be applicable in the
        future in respect of the Agreement, in respect of this instrument of
        participation and in respect of the realization thereof shall be borne
        by him alone.

9.      The employee explicitly approves and agrees that he has been notified
        that, and it is within his knowledge that the Arrangement for the
        Allotment of Share Options for conversion is in accordance with Section
        102 Income Tax Ordinance, and that he agrees that and undertakes not to
        request a tax exemption under sections 95 or 97 (A) Income Tax
        Ordinance, or under Chapter 7 Encouragement of Industry (Taxes) Law
        1969.

10.     This appendix constitutes an integral part of the instrument of
        participation in the Agreement and the signing of the instrument of
        participation constitutes the signing of this appendix.

The instrument of participation is annexed hereto.

                                       14

<PAGE>   15

----------------------------------------
Signature of the Participating Employee

We agree to the foregoing:

----------------------------------------
ClickService Software Ltd.

                                       15

<PAGE>   16
                           INSTRUMENT OF PARTICIPATION

Employee's name _______________________________________________________________
(hereinafter referred to as "the Participating Employee")

1.      I hereby participate as a beneficiary pursuant to the Option Agreement
        dated ______________ (hereinafter referred to as "the Agreement") and
        undertake all the obligations and rights of a beneficiary pursuant to
        the Agreement.

2.      I sign this instrument of participation having read the Agreement and
        having understood the provisions hereof.

3.      I confirm my rights in the options held on my behalf by the Trustee both
        pursuant to the Agreement and also pursuant to the conditions of
        participating in the trust dated ________________, and in accordance
        with the Ordinance and the Regulations.

---------------------                    ------------------------------------
        Date                             Signature of Participating Employee

Name of Participating Employee ________________________________________________

Identity No. of Participating Employee ________________________________________

Address of Participating Employee______________________________________________

Witness' signature: I certify the signature of the Participating Employee

                                                ------------------------------
                                                    Director of the Company

We the undersigned hereby confirm your participation as a beneficiary pursuant
to the Agreement.

---------------------                       ------------------------------------
        Date                                            The Trustee

                                       16

<PAGE>   17
                                                            Date:_______________
To
Income Tax Assessor
Tax Commissioner's Office

   RE: NOTICE REGARDING ENTITLING ALLOTMENT IN ACCORDANCE WITH THE INCOME TAX
    REGULATIONS (TAX RELIEF UPON ALLOTMENT OF SHARES TO EMPLOYEES) 1989 (THE
                                 "REGULATIONS")

1.      In accordance with section 3 of the Regulations, we hereby inform you
        that ClickService Software Ltd. (hereinafter the "Company") has decided
        to adopt a share option plan, in accordance with Section 102 of the
        Income Tax Ordinance and in accordance with the Regulations, whereby
        within its framework, employees of the Company will be allotted options
        in an entitling allotment, in accordance with the Regulations.

2.      The date of the allotment of options within the framework of this plan
        shall not be prior to February ___, 2000 and not later than February
        ___, 2004.

3.      B. A. Trustees shall become the Trustee for the fulfillment of this plan
        (hereinafter the "Trustee"). The appointment of the Trustee has been
        approved by the Tax Commissioner's Office in accordance with his
        authority under Section 102 of the Ordinance.

4.      A. In accordance with section 4(B) of the Regulations, the Company
        hereby undertakes towards the Income Tax Assessor that if bonus shares
        are allotted to an employee under the options allotted for him in the
        framework of the entitling allotment, they shall be forwarded to the
        Trustee as long as the Trustee holds for him options allotted for the
        employee within the framework of the entitling allotment. The Trustee is
        obligated to the Income Tax Assessor to apply the provisions of section
        102 to the said bonus shares, as if the bonus shares were options
        allotted to the employee in the framework of the entitling offer.

        2nd.    In accordance with section 4(B) of the Regulations, we confirm
                that we hold a confirmation letter from the employee that he
                agrees that the arrangement shall apply to him and that he
                undertakes not to request a tax exemption under sections 95 or
                97(A) of the Ordinance or under Chapter 7 Encouragement of
                Industry (Taxes) Law 1969 for any transfer of shares prior to
                the termination of the holding period.

5.      Attached is an Instrument of Trust as required by section 3 Regulations.

6.      The Trustee undertakes towards the Income Tax Assessor that he shall not
        forward the options nor option certificates until after tax is paid
        under section 102 of the Ordinance and in accordance with the
        Regulations, or after the Trustee has forwarded to the Income Tax
        Assessor 30% of the consideration for on the account for which tax
        applies.

7.      Upon an approval by the Income Tax Assessor regarding the rate of tax
        required to be paid as a condition for the transfer of options (or
        shares) for the employee submitted by the Company or the employee to the
        Trustee, the Trustee shall transfer the options into shares for the
        employee but only after the sum of tax determined in the Income Tax
        Assessor's approval has been paid.

Yours sincerely,

                                       17

<PAGE>   18
B.Y.A.D Trustees Ltd.                                 ClickService Software Ltd.

CC:     Tax Commissioner's Office
        Tax Deduction Assessor

        APPENDIX TO THE ARRANGEMENT FOR ALLOTMENT OF OPTIONS TO EMPLOYEES

                      NOTICE REGARDING DEDUCTION AT SOURCE

                                 Name of Trustee: B.Y.A.D Trustees Ltd.

                                 Name of Company: ClickService Software Ltd.

                                 Name of Employee: _______________

                                 Date:  __________________________

To
Tax Assessor
Income Tax Commissioner
___________________Street
_________________________

Dear Sir / Madam,

                             RE: DEDUCTION AT SOURCE

   We hereby inform you that:

Options to ____________, in the name of the Trustee B.Y.A.D. Trustees Ltd. for
the employee ___________________, which were bought/granted/purchased on
________________, in an allotment which received approval on
____________________, sold on _________________ , to __________________________
in consideration for NIS _________________.

The tax deducted at source is __________________ (attached is authorization for
the reduced deduction).

The tax was paid on ___________________ at _________________.

Yours sincerely,

B.Y.A.D. Trustees Ltd.

CC: Tax Commissioner's Office.

                                       18

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