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As of close 10/19/99

How to: Post other goods receipt to returnable transport packaging stock in SAP's R/3 (4.0B).
 

HDI Tip of the Day
“The most basic Web support site is probably just a list of “Frequently Asked Questions” and a searchable version of the same knowledgebase that support reps are using. But there are several other features that help lure the customers to a site. [This three of four tips that discuss some of these features.] Tips and tricks: Paul Simpson of Trellix says one of his most popular features is a “Tips of the Day” e-mail service that lets him keep Trellix support “in front of everybody’s face.” Currently, 15% of Trellix customers have asked to receive daily or weekly e-mail tips—“and it just keeps going up and up.”” – The Year’s Ten Best Web Support Sites, produced by Soft?letter & The Association of Support Professionals

 

Today's News

Service Providers Endorse Servicesoft
Servicesoft Technologies, Inc. announced that seven application and Internet service providers have adopted Servicesoft eCenter(TM) to meet growing eService requirements. USinternetworking Inc., GTE, Verio Inc., Telcel, Blue Window, Demon Internet and Stime are turning to Servicesoft's Web Advisor(TM) self-service software, a component of Servicesoft eCenter. (Read More)

Great Plains Expands Electronic Business Functionality
Great Plains announced that it has expanded the electronic business functionality in Great Plains Dynamics, its business management solution for small and medium businesses, by adding Great Plains e.Order and support of the Microsoft SQL Server 7.0 database. Great Plains e.Order provides a storefront, eliminating the investment associated with developing and maintaining a custom e-commerce web site. (Read More)

New This Week From helpDESK Online
Char LaBounty looks at the Support Center / Help Desk Certification Dilemma; Rebecca Braden Nordeman relates a cautionary tale on the overzealous use of metrics; and as the Year 2000 draws ever closer, Robert Bradt presents some tips on Project Management in Emergency Mode. (Read More)

Thomson Direct Chooses eGain At Its New RCA.com Site
eGain Communications announced that Thomson Direct, Inc., a wholly owned subsidiary of Thomson Consumer Electronics has integrated the eGain Email Management System (eGain EMS) into the newly launched e-commerce site, RCA.com, for online buyers of consumer electronics. Nearly 100 agents at Thomson's Customer Care Center are using the eGain system to deliver online customer service.

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CRM Megatrends Speaker: Chris Selland, Yankee Group Listen Now - Ready when you are!

Primus Partners With Chili!Soft
Primus and Chili!Soft have announced an agreement to include Chili!Soft's ASP technology in all Primus Web products, providing customers the added functionality of ASP technology across multiple platforms. Under the agreement, Primus will automatically incorporate Chili!Soft ASP technology into all current and future Web products.

Peregrine Systems Brings Lifecycle IT Infrastructure Management to Mid-Range
Peregrine Systems®, Inc. announced the release of InfraCenter(TM) for Workgroups, an integrated help desk and asset management solution for support of IT assets. Designed for mid-sized organizations and departments within larger organizations, InfraCenter for Workgroups combines the asset management expertise of Peregrine Systems with an out-of-the-box implementation that can be up and fully operational in three weeks rather than months.

ebaseOne to Host SalesLogix Sales Force Automation
ebaseOne Corporation, an Application Service Provider (ASP), and SalesLogix announced an extension of their existing long term partnership to include the delivery of a SalesLogix suite of sales force automation applications as an ebaseOne hosted solution. ebaseOne plans to bundle client installation, user training and sales force automation best-practices, along with support, such as 24-hour application monitoring and customer service, standard backup, disaster recovery, virus scanning and intrusion detection.

net.Genesis Empowers .com Businesses
net.Genesis Corp. announced that three Internet companies- EarthWeb, When.com and Egreetings-have focused on e-business sales and marketing through better understanding, targeting and development of e-customers their net.Analysis solution. net.Analysis helps identify best customers and enabling these retailers to improve their site and commerce practices.

Genesys Sues Kana Over e-mail Patent
Genesys Telecommunications Laboratories Inc. has sued Kana Communications for allegedly infringing a Genesys patent covering software for routing electronic mail, according to court papers. Genesys has asked a to enjoin Kana from further alleged infringement and is seeking unspecified damages.

VAST Solutions Forms Alliance with Siebel
VAST Solutions announced an alliance with Siebel Systems, Inc. and the immediate availability of its wireless extensions to Siebel Field Service and Siebel Sales Enterprise. VAST's Volley Field Service (FS) and Volley Sales Force (SF) enable Siebel users to have remote wireless access to their Siebel applications and their organization's data using handheld wireless devices.