Smart Notifications

The Smart Notifications work like sticky notes. They draw your attention on important matters related to customer profiles, behavior or transactions.
These could be missing information on a KYC form, a relevant lifestyle event, or a missed deadline in a case resolution for example.

Business Value

Smart Notifications are displayed based on business rules which are defined easily and generically: customer email address is empty, credit card was collected but not yet activated, customer is traveling to Europe next week, or monthly bill amount has been declining since 6 months.

Smart Notifications are split into levels: “Information”, “Warning” and “Critical”. They can be embedded in any CRM screen where they call for action, highlight information and enable a user to write-in a new notification and set its expiry date.

Technical Description

Smart notifications are the result of predefined rules and can be displayed in any entity. A non-technical user can configure notifications by building the related queries, setting their level (Critical, Warning, or Information) and writing static or dynamic display messages. When a user opens the CRM record, the list of matching notifications will be displayed with the possibility to add write-in notifications and set their expiry date. A grouping between records is available to display the count of matches in the message.

An API is also provided to use the Smart Notifications engine in other applications.

Features

Configure notifications based on roll-up queries in CRM
Configure notifications based on queries outside CRM using the Integrated View Advanced Query builder
Deactivate notifications
Set notification level (Critical, Warning, or Information)
Configure multiple displays for the same notification to show on different entities
(Ex: Overdue Task can be displayed on Task entity as well as on Case entity)
Grouping functionality is available to show the count of matching records
Set static or dynamic message to show for each display
(Ex: (!Count:) overdue tasks for (!TaskOwner:) -> 4 overdue tasks for James)
Create manual notification with expiry date
Web resource that can be added to any entity form
Available API that can be called from other applications
Logging API calls and results
Support for Load balancing.