Database Reference
In-Depth Information
table 3.3 (
Continued
)
CRM evaluation: technical issues
Item
No.
Item Description
Available Conigured Upgraded Third
Party
Absent
71.
Does the Worklow system interface with the e-mail system?
72.
Does it have a data warehouse and data analysis system?
73.
Does the CRM have an integrated knowledge engine and built-in knowledge bases
(especially for industry-speciic functionality) and/or support third-party knowledge
engines and knowledge bases?
74.
Does the system have the ability to support and access multiple knowledge engines
and knowledge bases concurrently?
75.
Does the system provide capability for a group to build and populate knowledge
bases as needed (including any attached iles such as text, binary, and
multimedia iles)?
76.
Does the knowledge engine support capabilities like Boolean logic processing,
rule-based representation, explanatory facility, pattern matching, rule performance/
eficiency algorithms, and case-based matching algorithms?
77.
Does the system enable the knowledge engine and knowledge bases to support
databases, the Internet, hyperlink/hypertext, Web pages, reporting software, batch
import/export of data, customization/upgrades/updates/new releases of knowledge
engine and knowledge source databases, APIs (for IVR, ACD, and MS Exchange/
Lotus Notes), and testing and validation of the knowledge engine and
knowledge base?
78.
Does it have an implementation project management system?
79.
Does the system report on missed milestones, schedules, and so on?
