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J. Baker

Joined May 16, 2021

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Last activity Nov 27, 2023

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ACTIVITY OVERVIEW

Latest activity by J. Baker

J. Baker commented,

Community comment Feedback - Sales CRM (Sell)

Will the custom fields and reporting now be available directly in Sell? There are significant disadvantages being presented by removing the Sell datasets from Explore. For instance, the Sell Lead Status Report gives me whether the lead was won, unqualified, or working. I can not get more granular access to the Unqualified Reasons. In explore I can build a report to give me some greater context into the leads we are receiving and why we are unqualifying them, but now I lose this feature. This change doesn't make sense.

View comment · Posted Nov 27, 2023 · J. Baker

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J. Baker commented,

CommentUsing Sell reports

With the removal of the Sell Datasets from Explore what improvements are going to be made within the Sell reporting? There are various fields within Explore that are not readily available in the Sell report features. We have several summary and activity based detail in Explore that I can not pull easily from Sell reports. I really am hopeful that there is an expansion of Sell reporting prior to this disconnection in January of 2024.

View comment · Posted Nov 27, 2023 · J. Baker

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J. Baker commented,

CommentUsing the Sell mobile app

We were starting to use the Log A Visit App and found the reporting to not be that helpful with the connected detail. While it shows in the Activity Report that Visits were made, and the Visit Outcome Report, there does not seem to be a clear way to capture the visit outcomes in Explore.

We attempted to use the Last Visit Outcome but there are times we want to view the activity of a Sell User in their assigned territory and have a historical view of their in person visits that include their Visit Summary information. It doesn't seem that these transfer to Explore. In speaking with our Account Exec, he recommended using the Log A Call feature, which seems to bring better value, unfortunately as we start bringing in more Deals the Call Topic is totally populated with all Deals at a Company Level. 

Are there any ways to improve the standard reporting of in-person Visits.

View comment · Posted Sep 15, 2023 · J. Baker

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J. Baker commented,

Community comment Feedback - Ticketing system (Support)

Alina Wright I have the same challenge and the only community recommendation is to have two separate Support instances. We are using Professional, and more specifically our issue arose when we started to implement Sell where those users have been added into the Admin Team Members as Contributors. They now see all internal notes and receive notifications as followers which makes it difficult for support teams to have their internal conversations. It doesn't seem that I can turn these Sell users into End-Users because they lose their Sell access. 

This is a major challenge. I've submitted a ticket and have a meeting with my account executive to discuss further.

View comment · Posted Sep 12, 2023 · J. Baker

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J. Baker commented,

Community comment Feedback - Apps and integrations (Platform)

Prateek Chhetri It would be great if the Visit Outcome could be retrievable somewhere beyond a smart view. While the Activity Visit Report is ok, it doesn't allow you to leverage the customizable outcomes and create a report. 

For instance I want visits to promote a specific product launch. I want to log the outcome as a custom 'Product Introduction', while the stock report I can filter but I can not see who was seen. Any Smart List only allows you to see Last Visited which doesn't allow you to collect this visit information. Not all visits specifically turn into a deal. Even looking in explore I can not gain access to the outcomes.

This would be very helpful!

Thanks!

View comment · Posted Jul 25, 2023 · J. Baker

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J. Baker commented,

CommentUsing Sell reports

Is there a way to report on the outcomes of visits made by someone? Right now in the Visit Outcome Activity Report, the tabular view can show that I made X visits over the course of the timeframe I set. I want to be able to see who was visited as well as what was the outcome of the visit.

View comment · Posted Jul 24, 2023 · J. Baker

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J. Baker commented,

CommentTicket automation and collaboration

I have opened a ticket on the behavior of a Child Side Conversation ticket but am coming to the community if there is any other guidance. We have not made any specific trigger changes but we have noticed that when Ticket A creates a Child Side Conversation Ticket to another Group, it does generate Child Ticket B. When the assignee of Child Ticket B puts the ticket to Solved, and the requester from Ticket A has another question, when they submit this through the Side Conversation composer and send it, Child Ticket B will get the communication but it will not change the status of the Child Ticket B to Open. Based on the triggering it hits our notification trigger that informs people of an update but the Side Conversation Status trigger doesn't get fired. Once a single trigger is satisfied does it should continue through the balance of the triggers to see if any other conditions are satisfied correct?

View comment · Posted Mar 30, 2023 · J. Baker

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J. Baker commented,

CommentTicket management

Hi Oskar, 

We just started exploring this a bit more. If we create a side conversation 'email' from the closed ticket, we can then grab all the public/internal replies we want to communicate back to the requester, with our new message. I created a trigger where Channel is Closed, Side Conversation is Created, Replied To, Re-Opened, and the action is Status is Open, which forces a follow-up ticket; however, the follow-up ticket is a side conversation. It's very awkward but we just started trying to find better ways. We do not like the suggestion to copy and past images into the new ticket and lose the follow-up link of the ticket.

We are still exploring this as I can imagine a complicated follow-up in the way I just presented can get quite difficult to manage. 

 

Thought I would share...

-JB

View comment · Posted May 03, 2021 · J. Baker

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J. Baker commented,

CommentTicket management

When an end-user emails us with a ticket, that we solve and closes, if they reply back as a follow-up, a new follow-up ticket is created (they have one email thread) and we see in the follow-up ticket the entire email thread. If an Agent however manually creates the follow-up ticket, when they post their first public reply back to the Agent none of the original ticket exchange carries forward to the end-user, it is a new email entirely to them.

Is there anyway to change this? 

View comment · Posted Apr 06, 2021 · J. Baker

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