Sales Logix Business Alerts _ Workflow

Stay informed of all critical business opportunities. Set and monitor key business criteria, then receive automatic alerts when conditions are met. Add Integrated Service Alerts for pro-active notification of critical customer support issues.


With SalesLogix KnowledgeSync, you'll never miss out on critical business opportunities or be unaware of urgent customer issues. You define the key business criteria and SalesLogix KnowledgeSync monitors your data proactively and sends alerts when conditions are met. SalesLogix Support customers can add Integrated Service Alerts to notify staff or management of critical customer support issues requiring immediate attention.

BusinessAlerts: Deliver Data — Now

SalesLogix BusinessAlerts allows you to actively notify employees, management, business partners or customers of critical, time-sensitive business information via e-mail, fax, pager, and PDA, cell phone and/or Web browser— automatically.

So how does it work? Behind the scenes, SalesLogix KnowledgeSync proactively monitors your SalesLogix database, incoming e-mail, and even other business applications if you require.
Once a critical event or condition that may impact business performance or customer satisfaction is identified, BusinessAlerts automatically responds by sending notification messages, distributing reports, updating applications with new information and more.

Sample BusinessAlerts included are:

  • Sales opportunities due to close this week, month or quarter
  • Key opportunities that are won or lost
  • Open opportunities with no activity for several days
  • New leads recorded in SalesLogix
"Hot” service and support issue

Business Alerts Key Features

  • Monitor data proactively and automatically receive alerts when business conditions are met.
  • Automatically update SalesLogix Contacts, Accounts and History with important information.
  • Schedule, generate and distribute reports automatically, based on data conditions in SalesLogix.
  • Monitor the operating system for events that could adversely affect the usability of SalesLogix.
  • Receive alerts automatically via e-mail, fax, pager, PDA, phone or Web browser.

E-mail Response: Take Action — Now

With SalesLogix E-mail Response, when a prospect requests information on your company Web site, a contact record is automatically created in SalesLogix. And because the request is delivered via e-mail, there is no direct connection to your database and little security risk.


Once the prospect's data is added (or updated) in SalesLogix, E-mail Response sends a personalized message back to them. Then, a BusinessAlert is sent to a sales rep or any other employee(s) to notify them that this prospect has requested information. Activities such as scheduling a meeting or sending a literature kit may also be automatically initiated based on business processes you define.

Email Response Key Features

  • Identify incoming e-mail and automatically take actions based on nature and content.
  • Scan, auto-respond to and auto-forward e-mail.
  • Automatically schedule new activities, notify recipients and record interactions.

Integrated Service Alerts

Manage Critical Support Issues 24-7


Keeping customers is as important as gaining new ones. Adding Integrated Service Alerts — a package of customer support-related events and e-mail responses designed for SalesLogix Support users — will help you service your customers better than ever before.

Integrated Service Alerts E-mail Response analyzes customers’ messages, then creates and assigns service or support tickets automatically, eliminating duplicate entry and saving valuable time. Subsequent e-mail messages are matched with open tickets, ensuring the information is received promptly rather than passively sitting in e-mail inboxes.

Communication with your customers is also enhanced as they automatically receive messages advising when they can expect to be contacted with a resolution as well as automatic progress reports.

Service Notifications and Escalations, another component of Integrated Service Alerts, helps your support team work more efficiently by alerting members when a new ticket or defect is assigned, if an issue is not being actively worked, or if a ticket is approaching its resolution deadline. In fact, Integrated Service Alerts can automatically reassign or escalate tickets based on time criteria you set. You’ll also be automatically notified when a customer’s service contract is about to expire.

Integrated Service Alerts Key Features:

  • Auto-create support tickets from customers’ e-mail.
  • Communicate expected response time and progress reports to customers automatically.
  • Capture e-mail traffic and update existing tickets.
  • Notify service managers of overdue tickets or escalated issues requiring attention.
  • Alert staff of expiring service contracts automatically.
  • Protect the confidentiality of service reps' private e-mail addresses