[SOLVED] How to Manage CSR Tracking

[chrisplough]

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