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ONBOARDING CUSTOMERS ON TENFOLD TENFOLD DASHBOARD AND FEATURES REVIEW
Onboarding customers on tenfoldTenfold dashboard and features review
Onboarding Customers on Tenfold
Table of ContentsPartner Portal...............................................................................................4General Settings....................................................................................................................................................................4
Customers Tab..................................................................................................................................................................4Opportunities Tab.............................................................................................................................................................4Settings.............................................................................................................................................................................5Support.............................................................................................................................................................................7
Selling to Child Partners/Resellers........................................................................................................................................8Creating a Child Partner...................................................................................................................................................8
Selling to Direct Customers.................................................................................................................................................11Opportunities..................................................................................................................................................................12
Close Won Opportunity.......................................................................................................................................................12
Onboarding Process Checklist......................................................................14Onboarding Process....................................................................................15Accessing the Customer......................................................................................................................................................15Connect the phone system.................................................................................................................................................16Skyswitch Requirements.....................................................................................................................................................16Connect the CRM................................................................................................................................................................16
Autotask.........................................................................................................................................................................16Bullhorn..........................................................................................................................................................................16Connectwise...................................................................................................................................................................17Google Apps...................................................................................................................................................................17Infusionsoft.....................................................................................................................................................................17MS Dynamics..................................................................................................................................................................17Netsuite..........................................................................................................................................................................17Oracle.............................................................................................................................................................................17Salesforce and Salesforce Lightning................................................................................................................................18SugarCRM.......................................................................................................................................................................18Zendesk...........................................................................................................................................................................18
Administrative Training...............................................................................19User Management..............................................................................................................................................................19
Sync users from the CRM................................................................................................................................................19Create New Users...........................................................................................................................................................20Review the Users............................................................................................................................................................20Assigning extensions.......................................................................................................................................................21Click to Assign.................................................................................................................................................................21Extension Settings...........................................................................................................................................................21User Settings...................................................................................................................................................................22
Features.....................................................................................................23Setting up Features.............................................................................................................................................................24
@MentionSyntax (Pro, Teams, and Enterprise):.............................................................................................................24Default Floating UI Mode (Connector, Pro, Teams, and Enterprise):..............................................................................24Analytics (Pro, Teams, and Enterprise):..........................................................................................................................25Natural Language Processor (Pro, Teams, and Enterprise).............................................................................................26Cases (Teams and Enterprise):........................................................................................................................................27Check for Record Types on Relate Resource (Teams, and Enterprise):............................................................................27
Onboarding Customers on Tenfold Create Record Buttons (Connector, Pro, Teams, and Enterprise):...................................................................................27Custom Floating UI field (Teams and Enterprise):*.........................................................................................................28Custom Outgoing Caller ID:............................................................................................................................................28Custom Record Search (Teams and Enterprise):*...........................................................................................................28Desktop Notifications.....................................................................................................................................................28Dispositions (Teams, and Enterprise):.............................................................................................................................28Don’t Auto Log Calls (Connector, Pro, Teams, and Enterprise):......................................................................................29Follow-Up Email Templates (Pro, Teams, and Enterprise):.............................................................................................29Follow-up Task Edit.........................................................................................................................................................30Gamification (Pro, Teams, and Enterprise).....................................................................................................................30Hide Analytics Page (Pro, Teams, and Enterprise):.........................................................................................................31Inbound Number Tracking (Enterprise):*........................................................................................................................31Launch an Online Meeting (Enterprise)*:.......................................................................................................................32Local Presence (Enterprise)*:..........................................................................................................................................32Log Call Recordings (Enterprise)*:..................................................................................................................................33Log Unmatched Call to CRM (Pro, Teams, and Enterprise):............................................................................................33Notes Set up (Connector, Pro, Teams, Enterprise):.........................................................................................................34Opportunities (Teams and Enterprise):...........................................................................................................................34Send SMS From Floating UI (Enterprise)*:......................................................................................................................35Social Media Lookup (Enterprise)*:................................................................................................................................35Talk Time (Pro, Teams, and Enterprise):.........................................................................................................................35Teams (Pro, Teams, and Enterprise):..............................................................................................................................35
Download chrome extension..............................................................................................................................................37
Test Click to Dial Functionality.....................................................................37
Onboarding Customers on Tenfold Partner Portal The following section reviews the general settings of the partner portal. If you are set up to sell Child Partners, you will have an additional tab, which is addressed in the Selling Child Partners Section.
Log into the partner portal at dashboard.tenfold.com/partners
General SettingsTabs available include Customers, Opportunities, Settings, and Support. The next sections will review each tab in detail.
Customers TabWithin the customers tab you will find the following options.
Total Customers Active Users Potential Users Add Customer Download CSV
Report
Upon selecting the Customers tab, view a list of all customers you have sold, ordered by their created date. Search by name using the magnifying glass found at the top of the list. You can also sort by organization name, CRM, Phone System, Users, Potential Users, Plan, and current Status by clicking on the heading of each column.
Download a report of all customers by clicking on the CSV Report. This will automatically download into an excel spreadsheet.
Add a customer by selecting the Add Customer button at the top right. This is reviewed in detailed in both the Selling Child Partners and Selling Direct Customers sections. Please refer to those before adding a customer
Onboarding Customers on Tenfold Opportunities TabIn the opportunities tab, you can view the total number of open opportunities for your organization, the open MRR (Monthly Reoccurring Revenue), and total number of opportunities that have been closed won. Also available is the ability to create a new opportunity. Please refer to the Selling Child Partners and Selling Direct Customers sections prior to creating an opportunity.
Feel free to sort the opportunities available by Name, Estimated MRR, Close Date, Stage, CRM, and Phone System, by clicking on the title for each column. For any Opportunity that has not been Closed Won or Closed Lost, the edit opportunity functionality will remain. This allows you to update basic information about the deal as you navigate through the sales process, which is explained in the following sections.
Settings
Onboarding Customers on Tenfold Within the settings tab, there are two options to choose from: Partner Settings, and Integrations. Choose partner settings to update your support information, as well as custom email settings. The Integrations tab will manage what CRM and Phone Integrations will be available to your organization and your child partners.
Partner Settings
Support Settings
Update your support settings with your internal support team who will be handling Tier 1 of support on the Tenfold product. Reference the support document for further specifics on what is included in Tier 1 support.
Email Settings
The email settings section allows you to build out custom invitation emails to your customers and child partners. If you prefer to cobrand or white label the invitations that grant access to the users, utilize these settings.
Select the Use Custom Email Server Settings checkbox to fill in the required information. This implies that you have set up an internal server to deliver these emails that Tenfold will need to access with the requested information. Including Sender Name, Sender Email, Host, Port, Username, and Password.
If you select the Secure checkbox, the connection will use TLS when connecting to the server. If unchecked then TLS is used if the server supports the STARTTLS extension. In most cases, you will want to check this if you are utilizing port 465. For ports 587 and/or 25, leave the box unchecked.
Ensure you hit save for any changes made.
Integrations
Onboarding Customers on Tenfold On the integrations tab, select the available integrations for you and your child partners/customers. This will control what you are available to select in the CRM option when creating an opportunity or customer. For example, if you do not have SugarCRM selected here, you will not see it as option for CRM Provider. If you are a reseller of a phone system or a specific CRM, you may not need to check more than one option. If you have any issues with a CRM or phone system not appearing in other areas, be sure to check this tab first. Ensure you hit save for any changes made.
Support Existing Tickets
Under the support tab is the ability to create, submit, and track support tickets for your organization and partnership. When navigating to the Support tab, a list of all support tickets and specific details are displayed, including:
Ticket number (#) Customer effected Status Subject Last updated date Created date
Use the Ticket Number in the left-hand column when referencing to the support team for easy identification of the issue in question.
The status will allow you to keep track of progress made on the ticket and will be identified as one of the following: New
New Awaiting Info Action Needed
Task Scheduled Solution Offered Referred Client
Escalated Unresolved Resolved
Know when the status was changed based on the Last Updated date, and how long the ticket has been open by referencing the Created Date.
When selecting Details, you have the option to either edit the ticket or use the magnifying glass to find more detailed information on a specific ticket.
Onboarding Customers on Tenfold When editing, you will have the option to update the internal ticket number and the description. This is helpful if new information comes to light while your ticket is in progress of review.
When viewing the detailed information, you can see any comments made by the support team as well as the original ticket information.
Select New Comment in the top right to add additional comments to the ticket.
Creating a Support Ticket
At the top right-hand corner of the support tab is the New Ticket- Click Here option. If you have an issue that is outside of Tier 1 support, submit a ticket to Tenfold’s 24-hour support team.
After clicking to create a ticket, a pop-up window will appear requesting additional information. You will select the Customer from the Customer drop down. This will reference any customer associated with your partner account. Include a subject briefly detailing the issue, as well as selecting the issue type. Select between: Defect Feature
Question Service Request
The reply to field will automatically populate with the administrator’s email. If someone else should be notified of the ticket progress, please update the email address.
If you are tracking this with your internal support team, include the internal ticket number for easy reference.
The description is crucial in ensuring the ticket resolution is expedited. In this text box, include what the issue is, who it is affecting (entire organization or specific users, list which users), what has been done to troubleshoot so far, what the expected behavior is, and the length of time it has impacted the organization/individuals. All of this will help the support team further diagnose the issue. Attach a screenshot if available, or any other documentation you may have that relates to the ticket.
Selling to Child Partners/Resellers When selling to child partners, or additional resellers of the product, you are responsible for training them on the product as well as the process for onboarding their own customers. Review the partner portal and integration needs, as well as the features and functionality they are expected to explain to a new customer.
Onboarding Customers on Tenfold Not all partnerships will come with the ability to enable a child partner. If you feel you should have the option for Child Partners but do not, please reach out to [email protected]. If you do not have child partners, but need to set up a new customer, please proceed to the Selling to Direct Customers section.
Creating a Child Partner
Log into the partner portal at dashboard.tenfold.com/partners
For a new child partner, select the Child Partners Tab. Choose to Add Partner and fill in the requested information.
At the bottom of the form, you will find two options: Can have child partners, and Send Invite.
Can have child partners is ideal for a child partner that will also resell to other resellers. If you believe that your child partner will need to have the ability to enable their customers to resell to other resellers, and onboard their clients, please select this.
Enabling Send invite will send an email to the email address submitted, inviting the user to create a password and log in.
Once the child partner has been created, navigate to the Child Partners tab to manage your child partners. Here you will find basic information such as:
Onboarding Customers on Tenfold Partner Name Created Date Number of Customers
Type of Partner Status Actions*
*Your Actions include (hover over each icon for more information)
Click to see partner users
Click to edit sub partner
Click to remove sub-partner
Click to see partner users
Here you will find specific user information for the child partner. Notice who the admin is as detailed by the star icon. You will also be able to see who is enabled and disabled if they are associated with a team within their organization, and you can perform additional actions.
Additional actions include:
Edit User Send email invite
Delete the user
When choosing to edit the user, a pop-up box will appear that allows you to change the name, username, and password, of the user in question.
Onboarding Customers on Tenfold When selecting Send invite, a notification will appear confirming that an invitation email was sent to the email address associated with that user.
When deleting users, be sure that you are authorized to completely remove the user from the system as deleting the user will erase all historical data within their analytics.
Click to Edit Sub Partner
Select this option to update the name of the Child Partner you are editing.
Click to Remove Sub Partner
To delete or disable the child partner, select this option. You will receive this pop-up notification, which will allow you to either disable or permanently remove. Disabling the child partner will remove the ability to make changes to their account and log in. However, permanently removing will result in loss of historical data. Please reach out to your contact at Tenfold if you are unsure or have any questions on how to proceed with removing a child partner.
Selling to Direct CustomersIf you are selling directly to the end user and not a reseller, you will follow the below process. Once you have them set up in the Partner Portal, follow the onboarding integration and functionality steps found in this document.
Onboarding Customers on Tenfold OpportunitiesInitially, create an opportunity in the Partner Portal to track your open deals with potential clients.
Navigate to the Opportunities tab and select Add Opportunity in the top right-hand corner.
Fill in the requested information in the Create Opportunity pop-up. If this customer exists, please select Existing Opportunity in the top right. If this is a brand-new customer, be sure to select New Customer in the top left.
Basic information includes: Customer Name CRM Provider Phone System Number of Users Expected Close Date Stage- choose from the drop down what stage of the sales
process you are in with the customer Plan- choose from the available plans for your organization Notes- include information referencing specific requests, or
any important information that has surfaced about the customers use case.
Close Won OpportunityAfter you have completed the sales process and sold the customer on the Tenfold product. Update your opportunity status to Closed/Won.
Create the Customer Once you have closed/won the customer within the opportunity section, your customer will automatically appear under the customer tab.
From here you can edit their information, log in as them, complete the CRM and phone system integration and verify that the tool is set up correctly and behaving as expected.
Onboarding Customers on Tenfold Close Lost OpportunityIf the sales process resulted in a lost sale, update the opportunity to Close Lost status and save. This will allow Tenfold to be aligned with your pipeline.
Onboarding Customers on Tenfold The next section will review the process of onboarding a customer and the various functionality that should be explained to the customer. Ensure that you cover all aspects of the following checklist to verify that your customer is set up for success
Onboarding Process Checklist
� Connect the phone system
� Connect the CRM
� Administrative Training
o User Management
o Sync users from the CRM
o Create New Users
o Review the Users
o Assigning extensions.
o Click to Assign
o Extension Settings
o User Settings
� Features
o Setting up Features
� Download chrome extension
� Test Click to Dial Functionalityo Verify calls are saving to CRM
Onboarding Customers on Tenfold
Onboarding ProcessThis document is to explain the process of connecting the CRM and Phone systems within the Tenfold dashboard, as well as help train the administrators managing the Tenfold dashboard. A few assumptions to start this portion of the document include that a customer has been sold on the Tenfold product and created within the Tenfold partner portal.
Accessing the Customer
Navigate to the Customer tab within the partner portal and search for the sold customer. Select the arrow icon to log in as the administrator assigned to the account. From here, you can begin the process of integrating the phone and CRM system.
Connect the phone system Navigate to the Company Settings tab within the dashboard and select Phone System. Enter the requested information and refer to the Phone System Connection Guide for specific set up instructions based on the phone system you are connecting.
Onboarding Customers on Tenfold
Skyswitch Requirements Verify that the Skyswitch account is set to “Office Manager” permissions prior to entering their credentials in the dashboard.
Domain Username Domain Password Host URL Host Domain
Tenfold will have to run a backend program to successfully enable this type of integration. Please provide the credentials listed above, and expect a 24-hour turn around.
Connect the CRMNavigate to the Company Settings tab within the Tenfold dashboard and select CRM. Enter the requested information and refer to the below information for specific set up instructions based on the CRM you are connecting. Many CRM connections require that the information is entered on the client’s workstation, ensure that the necessary preparations are taken to accomplish this if you are onboarding on behalf of the end client.
Autotasko Admin Username: o Admin Password:o Webservice URL:
Bullhorn o Admin Username:o Admin Password:o Advanced Options:
Connectwiseo Host:o Company ID:o Public Key:o Private Key:
Onboarding Customers on Tenfold
Google AppsSince Google Apps must be configured on a 'per user' basis, each user will be required to authenticate on their account. We will need the Google Apps Administrators information to enter initially and then each user will need to log in.
Infusionsofto API Key:o Infusionsoft URL:
Use the documentation found at https://www.tenfold.com/support-center/connect-infusionsoft/ to help complete these steps.
MS Dynamics On premise version must be internet facing, we do not support internal facing at this time.
o Admin Username:o Admin Password:o Hostname: (URL used to connect to MS Dynamics):
NetsuiteThere are a few additional steps that must be taken in order to successfully integrate with Netsuite.
o Admin Email:o Admin Password:o Account ID:o The customer must also have the admin access to their Netsuite to do the following:
1. Add Scripts to Netsuite2. Set up RESTlet Endpoints3. Save Endpoints in Tenfold Dashboard
Use the documentation found at https://www.tenfold.com/support-center/netsuite-restlet to help complete these steps.
OracleWe only support Oracle Sales Cloud and no other instances of Oracle at this timeo Admin Username:o Admin Password:o Server:
Salesforce and Salesforce LightningDue to IP restrictions for Salesforce authorization, the credentials will need to be provided on a live screen share and entered from the customer's workstation. The customer contact should have access to their
Onboarding Customers on Tenfold Salesforce administrator's username and password, and this admin account should have read and write access to Salesforce.
SugarCRMo Admin Username:o Admin Password:o Sugar Root URL:o Sugar Version:o Advanced Options:
Zendesk o Admin Username:o Admin Password:o Hostname:
Onboarding Customers on Tenfold
Administrative TrainingThis section assumes that the reader will be training the end clients’ appointed administrator for the Tenfold dashboard and its connections. After you have confirmed that the CRM and Phone System are connected, review the below information with your customer’s administrator.
User Management When training the end user administrator, after confirming that both phone system and CRM are connected, navigate to the Users tab and review the following functionalities.
Below are the headers for the information available in the Users tab.
Some general settings for the Users tab include sorting by name, username, and status. Click on the header for each to sort alphabetically. Those who are enabled will appear at the top of the list, unless you sort by status.
You can also search for users by selecting the magnifying glass next to the Create User button. This is very helpful if you have a large number of users utilizing the product.
Sync users from the CRMBy selecting this icon, all users currently set up in your CRM will be integrated into the dashboard and available within the Users tab. The icon will vary based on the CRM you are connected to. I.E. Synchronize users from SugarCRM, Synchronize users from Bullhorn, etc. Once selected you should see a full list of all CRM users within the Users tab of your dashboard.
If the user already exists within the Tenfold dashboard, whether in the same organization or a different one, you will receive an error message when trying to sync them from your CRM. To avoid this, create the user with a “dummy” email address, update it in your CRM and resync.
Navigate to your partner portal, select the admin tab, and select Switch User. This will allow you to search for the users you received an error for and verify that they are enabled in another organization. From here, you can decide if they should be disabled in their current instance, or if you need to create a dummy email.
For example [email protected] is already set up in the dashboard, but I need to add them to a different organization. When syncing from the CRM I will receive the “Oops…” error. I now need to change [email protected] in my CRM to something similar to [email protected]. Once this is completed, resync in your dashboard.
Keep in mind that email addresses with a special character other than the @ sign are case sensitive when logging in.
Onboarding Customers on Tenfold Create New Users
To create users who are not synced from the CRM, select the Create User button. This will prompt for the full name and username of the user to be created.
There is also a “make administrator” option and “send invite” option to make the user an administrator and send the invitation email upon creation.
Administrators will have full access to the dashboard, whereas most users will only see their profile and analytics. We recommend having 1-2 administrators per account so that no additional user is making any unnecessary changes to the configuration.
In some situations, you may not want to send the email invite upon creation of the user. I recommend sending after you have verified that the extensions are configured, or this could result in failed click to dial attempts. The email received will invite the user to download the chrome extension and create a password. If the chrome extension is downloaded prior to the phone extensions being assigned to the user, you will have to follow the steps to reset the chrome extensions.
If the user will be added to the CRM in the future, ensure that the same email address is used to automatically sync with the Tenfold dashboard once added to the CRM.
If the user already exists within the Tenfold dashboard, you will receive an error message when trying to create them again, whether it is under a different organization or not. To avoid this, create the user with a “dummy” email address.
For example: [email protected] is already set up in the dashboard, but I need to add them to a different organization. When creating the user, I will change the email address to something like [email protected]. If you plan to add them to your CRM after the fact, ensure the email address matches.
Keep in mind that email addresses with a special character other than the @ sign are case sensitive when logging in.
Review the Users After syncing users from the CRM, there should be a list of users and usernames under the Users tab. The username will be the email address that the user has been set up within the CRM
The icon next to the name will identify if the user is an Administrator
Hover over the username to verify if the user is synced to the CRM. They are not connected to the CRM if there is no CRM ID.
Onboarding Customers on Tenfold Assigning extensions
Once the phone system is connected, you will see an icon appear in the Users tab stating
there are x extensions with x calls unassigned.
This will show all phone extensions that are active, or, those that have made an outbound or received an inbound call since your connection was established to the phone system. By clicking on this icon, you can assign the extensions to the various users imported from the CRM by finding their specific extension and clicking assign. If the users are not set up in the CRM, follow the create user set up prior to assigning the extensions.
You have the option to Ignore extensions if there are extensions that are not being utilized and will not be assigned to anyone, however it is preferred that they are left as is. The ignored extensions will be available in the Ignore Extensions tab in the event they need to be assigned in the future, but it is
best practices to not ignore.
Click to Assign
If preferred, there is an option to manually assign extensions by navigating to the plus sign next to each username. Click on the plus sign next to the username and begin typing the extension, a drop down of matching extensions should appear. Click on the correct extension and it will be assigned.
Notice that the plus sign disappears and the extension assigned is available. Add multiple extensions by searching and selecting the additional in the Select Extension section.
Extension Settings
Click on the extension associated to the user for more extension specific settings. Depending on the phone system utilized there may be additional credentials stsored within the extension data.
Here you will find the ability to set this extension as the primary line for click to dial enablement. Select the primary button which should change to blue from gray to signify that this is the primary click to dial extension. This is helpful if the user has multiple extensions assigned to them.
Onboarding Customers on Tenfold
User SettingsEnable Users
Once the extension is assigned to the user, enable the user to utilize Tenfold by selecting the Red X next to the name. This should toggle to a green check mark.
The green check mark indicates the user is enabled to use the product.
Send Email Invite
Next to the x or check mark is a “Send invite” button that will send an email to the user’s email address and request they set up a password and download the chrome extension
Only send the email once all extensions are configured.
Additional Settings Dropdown
The three lines icon to the right of the username and extension holds additional options for managing the user including:
Edit User- Here you can edit the name and username. Resend Invite- Resend the email that invites them to create a password, log
in, and download the chrome extension. Change Password Set Admin Set Invisible in Analytics -This will remove the specific user from being visible
on the analytics page and within reports generated from the dashboard. Delete User- We do not recommend this as you will lose any historical data
within your analytics for this feature.
Onboarding Customers on Tenfold Features Your partnerships available features:
*Indicates that a Tenfold sales representative must be included during the sales process and that Tenfold will need to be included during onboarding in order to enable the feature.
Tenfold works on a territory based model, so please reach out to [email protected] to assign the appropriate sales representative when required.
FeatureTenfold
Connector Pro Teams Enterprise
Click to Dial on all Chrome pages x x x x
Caller info pops on Inbound/Outbound Calls x x x xActivity History Shown in the Floating User Interface x x x x
Automatic Call Logging to CRM x x x x
Create New Records on No Match Found x x x x
Add New Number to Existing Contact x x x x
Call Analytics Dashboard x x x
Gamification of Call Activity x x x
Easy Task Creation through Natural Language x x x
Send Call Wrap Up Emails Using @mention x x x
Email Template Integration x x x
Assign Follow up Tasks to Team Members x x
Create New Opportunities, Cases and Tickets x x
Relate Calls to Opportunities, Cases and Tickets x x
Match and Create on Custom CRM Modules* x x
Custom Field Data in Floating User Interface* x x
Set Call Dispositions x x
Link to Call Recording in CRM Log* x
Leads Slipping Away Notification Emails* x
Lead SLA Reporting* xSend Follow-up SMS messages from within Floating User Interface* xAbility to Launch Online Video Meetings from within Floating User Interface* x
Social Profile Integration* x
Track Lead Source by Phone Number Called* x
Local Presence* x
Onboarding Customers on Tenfold Setting up FeaturesThe Features tab displays a list of features available. Depending on the licensing you have purchased, some or all of these features will appear. Review the features available to your customer and explain how to customize the applicable features.
Each feature will have its own instructions on the Features Tab. Follow the steps listed to ensure yours are properly enabled. To verify that your package features are active, look for the enabled or disabled toggle at the top right corner of each features page. When green and enabled, your feature should be active. If you feel you should have a feature enabled, but it is appearing as disabled, please reach out to your Tenfold contact to request the change. There are features utilized for custom workflow which can require specific configuration during onboarding.
Each feature will also specify what phone systems and CRM’s it is currently available for. Verify that the feature applies to the integration and plan you are setting up before proceeding.
@MentionSyntax (Pro, Teams, and Enterprise): Use the @ sign to pull up a list of users from your CRM who can be sent a copy of the notes you enter in the call notes box. This feature helps you keep key players in the loop with just a quick @mention.
Configure the mentions features for your organization by choosing which search property you’d like to utilize: name or username (email address associated to CRM account).
Default Floating UI Mode (Connector, Pro, Teams, and Enterprise):This feature will help control when you see the UI popup on your screen. Change it to Hidden from Manual if you wish to not see the popup
Onboarding Customers on Tenfold
Analytics (Pro, Teams, and Enterprise):Tenfold provides an Advanced Call Analytics dashboard that provides real-time and historical data. There are multiple sections within this tab, including Leaderboard (Pro, Teams, Enterprise), Calls Graph, Schedule Call Reports (Teams, Enterprise), and User Table.
As an admin, you can switch between views by toggling by Teams (Premium only), Users, and yourself, located in the upper left.
You can also filter by date and time frame in the upper right-hand corner. You will also find the ability to export the report and change time zones on the reporting.
Leaderboard- see gamification feature enablement section
Calls GraphThis graph will show the following options, and will be controlled by the option that is selected from Company, Teams, Users, and You as is listed above.
Schedule Call Reports using the schedule reports (Teams and Enterprise)
To schedule reports of your call analytics, scroll down to the Scheduled Reports section and select to Schedule Report. Fill in the
Onboarding Customers on Tenfold requested information for when you prefer to receive the report. The report will be in. xcl format and is only sent to the administrator.
User Table
Navigate to the user table to view overall totals for all calls, inbound calls, and outbound calls per user.
At the top right-hand corner, you can select outbound or inbound, to review specifics for each call type, as well as export the report.
Hone in on specific calls for each user by searching the User Table and selecting the Name of the user for specific call statistics.
Under Totals, you will find the total number of calls made for that user, total time spent on the phone for the selected time frame, average time on each call, number of calls with notes saved, and percentage of matches to the CRM.
Under Outbound/Inbound, there will be specifics for total number of calls, target number (teams and enterprise only- set the target by clicking on the number), Long Calls (this is determined by the time preferences set in the Company Settings), Time spent on calls, target number for time (teams and enterprise only- set the target by clicking on the number), and percentage if calls considered a connection (established in the Company Setting tab).
Natural Language Processor (Pro, Teams, and Enterprise)No additional set up needed when feature is enabled.
Create a follow-up task in the CRM when a follow-up phrase is detected in the notes box on "Save". The extension uses natural language processing to recognize phrases such as "follow up tomorrow" or "call back next week". You can assign the task to another Tenfold user by following your follow up command with the phrase: "Assign to @username". This supports both 12HR and 24HR formats
Reminder phrases Action phrases:
Onboarding Customers on Tenfold "Call""Follow Up""FU""CB"
"Task""Remind me to call""Remind""Remind me"
"Retry""Try again"
Examples "Remind me Tomorrow" "Remind me on Saturday." "Remind me in 1 week" "Remind me next month" "Remind me on Wednesday" "Call 01/29/2016" "Follow up 1/29/2014" "Follow up in two weeks" "Follow up in a week" "Follow up next week" "Call tomorrow " "FU tomorrow"
Cases (Teams and Enterprise): The extension allows you to link your call notes to existing open cases (usually support cases) in your CRM. You can also create new cases—with a single click—that are automatically associated with the call and the CRM record you are connecting with. The Cases feature is currently available for these CRMs:
Salesforce SugarCRM Microsoft Dynamics
Choose your case preferences for your organization to enable the Cases feature. This will allow various case types to appear in the UI so that the user can associate their call notes to case options the admin sets.
Check for Record Types on Relate Resource (Teams, and Enterprise):If this feature is enabled, we will verify if your module has different Record Types and decide which one is the best view to show you. If your module has more than one Record Type, we will open the CRM view that allows you to choose which Record Type you want to create.
Onboarding Customers on Tenfold
Create Record Buttons (Connector, Pro, Teams, and Enterprise): By default, each CRM supports the creation of basic record types such as Contact, Account, Case, User, Lead, and so on. This feature allows you to customize the buttons available to users for creating custom records from the floating UI.
Select the Modules to create records from the floating UI. Note: your options will vary based on CRM configurations.
Custom Floating UI field (Teams and Enterprise):*Engage Tenfold for feature set up
Maximize the power of the Floating UI by making any CRM field of your choice viewable directly within the interface.
Custom Outgoing Caller ID:Engage Tenfold for feature set up
Custom Record Search (Teams and Enterprise):*Engage Tenfold for feature set up – a specific guide will be provided for easy setup This feature allows for searching of custom modules in your CRM. Each integration will come with support for searching standard modules out of the box (such as Contacts, Accounts, Leads or Users). If you wish to have tenfold search and match other object (record) types in your CRM, this feature will help you do so!
Desktop NotificationsThis controls whether or not a desktop notification will display for every call. If enabled, it will show a notification like this:
Dispositions (Teams, and Enterprise): Select from pick-lists for CRM modules to appear on the Floating UI when you make and receive calls. This categorization is useful for creating better reports. The Dispositions feature is currently available for these CRMs:
Salesforce
Onboarding Customers on Tenfold SugarCRMMicrosoft Dynamics
On the disposition page, you can configure your specific dispositions by choosing from the drop-down lists populated by what has already been set up in your CRM.
Once you have chosen the specific team, or entire organization + module, choose which fields will be displayed in the UI and which are required to populate in order to save the note. Drag and drop each section to choose which order the information will populate in the floating UI.
Don’t Auto Log Calls (Connector, Pro, Teams, and Enterprise):If you do not wish to have all calls auto logged to the CRM, navigate to the Don’t
Auto Log Calls feature. Here you will notice if the feature is enabled or disabled. If enabled, calls will NOT be automatically saved to the CRM. This should be disabled upon set up, but can be changed if requested. To enable, click on the disabled button which should toggle to enabled and apply these changes. If you receive a notification that someone will contact you shortly, someone will be in touch to ensure you wish to proceed and ultimately enable.
Follow-Up Email Templates (Pro, Teams, and Enterprise):
Onboarding Customers on Tenfold The Floating UI allows quick access to email templates after your call. The templates will show up as a drop-down menu on the popup. We only support plain text emails for now. We do plan to support higher quality emails in the future, however, marketing research has shown that plain text emails have a higher response rate and display better on mobile devices.
If enabled, navigate to the Profile tab and select the sub tab for Email Templates. Here you can add and edit multiple email templates in the below format.
Follow-up Task Edit
Close an existing follow-up task on follow-up call. The number of days in past or future to consider a follow-up task is configurable. Match follow-up tasks by any or by the user assigned to the call. Choose what preferences you prefer and hit save.
Gamification (Pro, Teams, and Enterprise)Gamification enables the natural competitiveness of sales people and shows you who the top performers are.
There is no set up to be applied, if enabled, the following icons will appear in the Analytics tab.
Good Samaritan is the user with the most call notes.
Onboarding Customers on Tenfold Over clocker identifies the user who has spent the most time on the phone. Quality Connector will let the reader know who has the most quality connections, as established by your quality connection setting within the Company Settings Tab. Dr. Dependable refers to the user with the most inbound calls.
Hide Analytics Page (Pro, Teams, and Enterprise):No additional set up needed when feature is enabled. (Supported CRMS: Autotask, Hubspot, Dynamics, Salesforce)
Enable this feature to prevent access to the analytics page. Once this has been enabled only an Admin will have the ability to adjust the settings as it will supersede the analytics visibility toggle under Company Settings.
Inbound Number Tracking (Enterprise):*Engage Tenfold for feature set up
Make better marketing decisions by measuring which phone numbers and lead sources provide the highest return on investment. This feature allows you to log the number dialed when you create a new CRM record so you can have better tracking on the lead source or phone number placement that got them to you in the first place. Note: This feature must be set up by Mitel CRM Integrations support to capture the extension and person who answered the call.
Choose which options you would like to track inbound number information under the Inbound Number Tracking tab in features. Note: This feature must be set up by Tenfold to capture the extension and person who answered the call.
Launch an Online Meeting (Enterprise)*:Engage Tenfold for feature set up
Tenfold integrates with a handful of video conferencing and screen-share solutions to provide this functionality. A user simply clicks on the video icon in the Tenfold UI and clicks go if the email is correct. Their screen-share application launches and the person they are speaking to receives an email that they can join from any device.
Onboarding Customers on Tenfold
Local Presence (Enterprise)*:Engage Tenfold for feature set up
Dial outbound calls with a local number to increase the connect rate. Enable it at the user level by selecting enable in the settings on this feature. You can also track your usage for the month on the Local Presence features tab. Minutes billed separately at .03/minute. This must be enabled as a Feature on the org and the user level in order to function as expected.
Log Call Recordings (Enterprise)*: Engage Tenfold for feature set up
This feature allows for call recordings to be saved to a specified field in your CRM and easily accessed for future review. You must have call recording enabled by your phone provider prior to enabling this feature.
Enable and set up this feature by specifying the field that the recording will be posted to in your CRM in the Select Field drop down. As well, enter the specific SFTP credentials where your call recordings are stored, including Host and Username and Password. The Recordings Path will identify where within the STFP the call recordings are being stored.
You can confirm the SFTP functionality with the ‘Test Config” button, which should respond with a positive reaction.
Onboarding Customers on Tenfold
Log Unmatched Call to CRM (Pro, Teams, and Enterprise):By default, calls will only log to your CRM if we have an appropriate contact/lead to relate the call to. With this feature, you can specify a lead/contact in which calls with no match or that have multiple matches will log to in the CRM. This is particularly useful if you have CRM Dashboards you want to display more accurate talk time in.
Set up the CRM Id that the unmatched calls should be associated to by specifying the unique ID for either or both single match and multiple matching records.
Note: These do not log immediately, there is a service that mass updates the call logs on 2 hour intervals. This is so you have adequate time to go back and match records as you see fit before they get logged as unmatched.
Onboarding Customers on Tenfold Notes Set up (Connector, Pro, Teams, Enterprise):This feature allows you to customize the behavior of the Floating UI for yourself and your organization. Review the various options and ensure you hit save for each. There is a ‘Save for Me’ and ‘Save for Organization’ so that an Admin can specify unique behavior for individual profiles.
Opportunities (Teams and Enterprise): Support for searching Opportunities modules in your CRM for phone numbers on inbound or outbound calls. Ability to create a new Opportunity record from the popup and to see a list of associated Opportunity records in the Floating UI. The Opportunities feature is currently available for these CRMs:
Salesforce SugarCRM Microsoft Dynamics
In the features tab, choose to enable the feature that will auto relate calls to existing opportunities. This will allow all calls logged to be associated to the opportunity as well as the account within your CRM.
Send SMS From Floating UI (Enterprise)*: Engage Tenfold for feature set up
Onboarding Customers on Tenfold Social Media Lookup (Enterprise)*:Engage Tenfold for feature set up
Get a Social Media Lookup of the current record using the email provided by the CRM. You will be able to see the contacts LinkedIn, Facebook, Google+ and much more. Your Floating UI will show the image of the various platforms that our records can find related to the email so you are aware of what
Talk Time (Pro, Teams, and Enterprise):No additional set up needed when feature is enabled.
Enable this to track the connection of the call to hang up, rather than ringing to hang up. This will no longer track calls where no connection event is registered, so calls, where no answer is made, will not appear in your analytics.
Teams (Pro, Teams, and Enterprise): Organize your users into teams. This allows you to view analytics broken down by teams and to customize other features such as call dispositions based on team membership, so each user can have the most relevant experience for their role.
To configure teams, go to your company settings tab, choose the Teams option on the blue bar, and set up your users into teams. You can either create teams out of your list of users or synchronize with salesforce to pull in teams from your Salesforce set up.
Once you have configured your teams, you can view reporting in your Analytics tab for each unique team.
Onboarding Customers on Tenfold
Download chrome extensionNavigate to the Profile tab and select the Install Extension option in the navy bar. You will see an option to “Click her To Install the Chrome Extension.” This will either display a popup verifying you wish to download the extension, or it will navigate you to the Chrome store where you will find the ability to download the extension.
If you, or an employee, download the Chrome extension prior to the phone extension being connected, it will result
in an error. To troubleshoot this, navigate to the Chrome settings>More Tools>Extensions and disenable the extension. Enable again and the issue should resolve.
Test Click to Dial Functionality Go to https://www.tenfold.com/support-center/click-to-dial-test-page/ to verify that the phone numbers are hyperlinking. You can also check by adding a test account in the CRM.
Ensure you are testing with a user who is logged in to Tenfold and has their extension correctly associated.
Click on the hyperlinked phone number and the users phone line will ring. They must answer the call for the click to dial call to complete. Verify that the UI pops up and behaves as expected by saving notes to
the CRM or creating a new record.
Go through each feature enabled in their UI as they are in the CRM to best understand the full picture.
