Release Notes November 2024

Academic Titles

We now display your Academic Title in the CGM PORTAL in the following areas:

• in the salutation of the Dashboard
• on the Contacts overview page in menu MYORG
• in My Profile

 

Forecast: With a future release, you will be able to maintain your Academic Title yourself in the CGM PORTAL.

 

Inbox for Tasks

We have implemented an Inbox which serves as your task collector, providing a centralized location to manage tasks that require your action. 

Note: This Inbox functionality will be rolled out within the following weeks and can be used, for example, to accept a Quote within the CGM PORTAL or to book an Appointment.

A task (Inbox item) is created only for the contact of a quote or contract. The object itself will also be visible for all Admin users in menu MYORG on the respective tab.

The Inbox can be accessed via the Inbox icon at the top and is divided into three tabs (Open, Completed, Expired)

See also article >> Inbox.

 

Chatbot – Case Creation – Pre-fill via URL

If you create a new case within the chatbot, you can now click on the generated link that directs you to the Case Creation screen. 

This link includes the following values which are prefilled in the form:

• Account

• Product

• Category

• Short Description

• Long Description

On the Case Creation screen, you can then adjust the prefilled values, if necessary.

For more information about the CGM Chatbot, see article >> CGM Chatbot.

 

 

Quote Integration

With the Quote Integration, you can now receive quotes from our Sales Representatives in the CGM PORTAL for review and acceptance.

Once a quote is available for you, you will be notified via email or a notification in the CGM PORTAL. The notification about the new quote is also available in the new Inbox (see above).

The Quote itself is available in the "MYORG" menu on tab "Quotes".

You can check the Quote Details and either accept or decline the quote.

 

If the quote includes the quote document, the PDF document will be available in section "Attachments":

 

Once you accepted the quote, the order will be placed automatically in our system.

If you decline the quote, you have to enter a reason for rejection.

For more information, see articles >> Quotes and Working with Quotes list.

 

Appointment Booking

With the Appointment Booking integration, you will be able to book your preferred date and time slot for a certain service.

If a product in a quote is qualified for an Appointment Booking, you will receive an Appointment Booking Request, either within the CGM PORTAL Inbox or via email.

 

Appointment Booking Requests

The Appointment Booking Requests can be found in the "MYORG" menu on the "Appointment Bookings" tab.

This tab displays a list of open Appointment Booking Requests that are available after you accepted a quote containing products that are qualified for an Appointment Booking. You can search for an Appointment Booking Request by Service Description or filter by Status and Contact Person.

Appointment Booking Requests that are about to expire within the next 7 days are highlighted.

Appointment Bookings are created per product in the quote, i.e. if a quote contains 3 products that are relevant for Appointment Bookings, then 3 separate Appointment Booking Requests will be generated.

On the details page of an Appointment Booking Request, you can select a date and free time slot from the calendar when the service should take place.

Once you saved your selected date and time for your Appointment Booking, it is converted into a real Appointment. 

For more information, see articles >> Appointment Booking Requests and Working with Appointment Bookings list.

 

Appointments

The Appointment can be found in the "MYORG" menu on the "Appointments" tab. This tab displays a list of all scheduled Appointments created for your organization.

You can search for an Appointment by Service Description or filter the list by Status and Contact Person.

 

Those Appointments can also be found in your Profile on the "Appointments" tab:

For more information, see articles >> Appointments and Working with Appointments list.

 

 

Cases – Comments – Reply to Comment via email

If a new comment is added to a case, you receive an email notification about it, depending on your notification settings.

Until now, you were able to update a completed case by replying to such a notification email.

As of this release, if a case is in status "Completed" or "Canceled by Customer" and you reply to a comment notification, you will receive an automated email reply stating that the comment was not created since the ticket is closed and that a new case should be created if further help is needed.

For more information about Cases, see article >> Working with Cases.

 

Cases – Comments – Reply Emails with Attachments

We now support attachments in reply emails so you can attach files and images when replying to notification emails regarding new Comments in a Case.

This functionality will be available as of December 2024.

For more information about Cases, see article >> Working with Cases.