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Graphical Visual Workflow Editor
Soffront 8.6 significantly improves its flexible
workflow engine with a web based visual workflow
editor. Get user-friendly drag-and-drop
functionality to map your business processes into
Soffront. Graphically visualize and revise your
business processes based on user groups and roles.
Task Automation
Automate task workflow for any object with the
advanced task flow automation in 8.6. Tasks are
automatically scheduled within any step of a
workflow, ensuring that specific tasks are executed
as planned.
Improved Business Rules
Building on the robust 8.5 escalation rule engine,
version 8.6 offers more flexibility to use powerful
SQL queries to filter the escalation conditions.
Configure the escalation notification email subject
and body from an intuitive interface. The
notification includes a hyperlink back to the
original ticket records for easy access.
This version comes with out-of-the-box assignment
rules for Account, Lead, Ticket, Helpdesk Ticket,
and Defect. The new engine offers more
configurability for de-duplication while assignment.
Enhanced Outlook Integration
Soffront Outlook Integration in 8.6 allows users to
easily link incoming and outgoing Outlook email
messages to any record within their CRM system,
improving sales information.
The new version also offers an unmatched
subject-oriented capability to better collaborate
among employees and customers (whether they are CRM
users or not) about support tickets, defects, work
orders, or any thing else in the system.
Automated Email Processing
Soffront 8.6 provides a fast and efficient way to
analyze incoming emails, create a Defect/Ticket/HD
Ticket, route it to the right agent, send an
intelligent auto response and even selectively close
the issue based on customer’s response. You can
choose to search a knowledge base and automatically
email a solution to the customer. You can also opt
to send a CRM portal link to the customer as an
auto-response.
Superior Marketing Automation
A new marketing calendar increases visibility of
marketing initiatives to all marketing and sales
teams. When you schedule a campaign, Soffront
creates an activity automatically and associates
with the campaign.
A campaign execution can be “stopped” and
“continued” real time in this version. A campaign
“test” now executes the campaign simulating the real
time scenario.
The enhanced campaign report provides hyperlinks to
view key metrics like campaign execution details,
sent, duplicate, and invalid email counts.
A new survey module allows surveys to be designed,
executed, and tracked.
Easy-To-Use Email Templates
Email templates in Soffront 8.6 come with lots of
additional features. Create email templates for all
objects having email field. The new email template
supports attachments and mail merge with multiple
child objects. You can test run the email template
to verify its look and feel. You can also create a
marketing campaign message right from an email
template.
International Currency Support
You can setup international currencies in version 8.6
from a simple administrative interface. The
configured currency is applied throughout the
project.
Intelligent Import Tool
Enhanced import tool in 8.6 can parse the source to
import into multiple tables. While importing, it can
run assignment rules to auto assign the imported
records.
Process Driven Quotation Engine
The powerful quotation engine in Soffront 8.6 comes
with a pre-built approval process. A sales rep
creates a quote and puts it for approval to the
sales manager. The entire process is collaborative
and the sales rep and manager gets notified at each
step.
Enhanced Calendaring and Scheduling
Calendar in version 8.6 supports “all day events” to
create an activity for an entire day. The calendar
view supports advanced queries and reports. Soffront
8.6 also provides useful batch actions like “Roll
Forward”, “Done”, “Cancel” to effectively manage
activities.
New Release and Version Management with
Product Development
Soffront Defect Tracking now supports Version and
Release Management. It offers a fully automated
workflow to maintain project versions, track defects
and effectively manage releases. An improved
bi-directional integration with Perforce offers
seamless field mapping between Perforce and
Soffront, the ability to associate multiple jobs to
a defect, etc.
Improved SLA (Service Level Agreement) Management
Soffront 8.6 builds on the existing SLA (Service Level
Agreement) support in Customer Helpdesk to offer a
world class SLA management module. You can setup
SLAs against an account, configure workdays and
holidays and specify response times based on ticket
priority. The support manager can run SLA reports to
measure SLA compliance based on a period for
selected customers.
New Professional Services Project Management Module
Soffront professional services project management
module ensures service and delivery excellence. It
enables companies to improve utilization by keeping
the right resources on the right project and an easy
way to track and monitor all time and expense
related data. It provides a central location for
managing the key aspects of projects, including
their status and target completion dates. Separate
defect, resources and change request tabs keep key
information within easy reach.
Remote Asset Discovery
Soffront 8.6 includes a remote asset discovery module
to better manage IT assets for remote employees.
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