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[SOLVED] How to Manage CSR Tracking

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  • [SOLVED] How to Manage CSR Tracking

    Hello!

    We received a question about OTM that I thought was worth posting, as it will apply to others. Names have been changed to protect the guilty (just kidding - the question came from a friend):

    Question:
    Quick question for you - How does OTM manage CSR tracking? I just heard a biz requirement to include "call logs" - I know OTM doesn't like text fields, but how do CSRs manage day to day service.
    Samuel Levin:
    Up until 5.0 OTM did a horrible job of tracking text. Now you have the concept of a text template which is a text area on the order on the remarks tab where you can enter free form text information. It is a easy way to track comments and information.
    Response:
    I was afraid of that - so the only text field is used much like a qualifier/value relationship.
    If anyone else has come up with a cleaner way to handle this, please post.

    Hope this helps!

    --Chris
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