What is Vantive?
Vantive is the customer relationship tool we use at NICE Systems to manage
our customer base and to share resources between internal groups.
So far the support module has been implemented and rolled out to the
customer support group, professional services group, service groups and the
training group. We are piloting the sales module with the inside sales team
in the hopes of developing the right tool for the entire sales force. We are
also looking at ways to improve workflow conditions for Pre-sales, Order
Admin., and the professional services groups.
Vantive application training is being provided as an ongoing effort to bring
employees online. You will be able to search, update and create information
regarding support cases, install base, channel partners, service providers,
technical personnel, customer sites, and customer contacts.
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How do I gain access to the
Access to Vantive will be granted to users who submit a request to the IS
You will receive an e-mail with your username and password along with an
invitation to the next Vantive application training session.
Your local IT representative will install the software on to your workstation.
You will need access to the corporate WAN to run Vantive.
A connection to the RAS server or a secure remote connection will also
enable you to run the program.
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Who do I contact if I have
problems with Vantive?
You should always contact your local IT representative.
If the problem is related to a function within the application they will
escalate the problem to Orlando Moreno, Professional Service
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What is the Vantive Inbox?
The Vantive inbox is a list box with pointers to various items that relate to customer
For example: When a case is assigned to your username it appears in your Vantive
inbox as an action item. When you double click this item it opens the case so that
you can read additional information and update the record.
The Vantive Inbox is the first screen you encounter once you log onto the system.
Your inbox can be a personal inbox or a group inbox depending on your group’s
Actions in a group inbox are seen by all members of the group.
Modifications to the group inbox are also seen by all members of the group.
The inbox also has a comment display box in the bottom panel.
When there are messages attached to the items listed in the inbox, they will appear
in this area.
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What is the Vantive Inbox?
The icons on the ribbon bar are shortcuts to some of the frequently accessed
For support module users, the following shortcuts are available:
Mark selected action as done and remove from Inbox
Work on selected action
These items can also be invoked from the Utility menu item.
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Company, Sites, Contacts
The company record is where we define customers in the database. Customers can
be one of the following type:
Sites refer to customers’ installation location. When product is installed, the
information about the product can be found from the site module.
Contacts are people who belong to a customer and may exist at the company or
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Prof. Svc. Service
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Searching for information in
You can perform searches on all modules in Vantive. The Search/Locator screen in
Vantive operates the same across each module with the exception of the data entry
search. During a data entry search you will be presented with the option to use the
information you were able to locate.
The diagram illustrates a typical
search screen. On the search
screen you have a results panel,
criteria panel, action buttons
and a capitalization trigger. You
can perform searches on the
fields listed in the lower panel.
By entering valid search criteria,
you will be able to minimize
your search results.
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Perform searches using the
= equal to, requires an exact match
<> not equal to
< less than
> greater than
in In list, list of values should be separated by a comma
^in Not in list of values
Btwn evaluates two values separated by a comma
like evaluates the beginning characters of any string
Sndx searches for items that sound like the word entered
pat searches for a combination character string that begins with, ends with or
is surrounded by the % sign.
Make sure the check mark is present in the “Ignore capitalization” box located in
the border of the window frame.
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Perform searches using the
Exercise: Log onto Vantive using your credentials.
1. Locate a company called Progressive using the following operators:
2. Perform a search for all End Users.
3. Using the results from the query above, sort the results in
4. Locate a site for ABN.
5. Locate a contact named Angela Seider.
6. Search all sites where Lucent is the dealer.
7. Search for contacts where the company has “av” in the name.
8. Find case number 2004728
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The Support Case:
The case module is used to track customer problems, installations, and
requests for information. When customers call into the helpdesk, a case is
created and a case number is assigned.
The helpdesk representative
collects information about the
caller, the site with the problem,
the product involved and the
priority. When reviewing a support
case you will also find a description
of the problem being reported, the
status, the group and person the
case is assigned, warranty
information, resolution information
and notes and attachments.
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How do I add a note to an
Open the case from your inbox or from a locator/search screen.
Select the notes tab.
Click the “New” button to insert a note.
Choose an action from the drop down list
Enter a subject
Type your note in the free-form text box labeled “Note”
Click save when finished entering your note.
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How do I add an
attachment to a Case?
Function currently being redeveloped. Send attachments via e-mail to IS and
they will add the attachment for you.
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How do I create a support case?
You can create a new case from the icon on your ribbon bar or from a
locator/search screen by choosing the “New” action button.
All required (red) fields must be filled in before you can save the record.
I t is suggested that you contact the helpdesk to subm it a case.
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How do I send a case to other
You can send actions to other users via their Vantive inbox or through your
e-mail system. On the case screen you should have a yellow paper airplane
icon for “send action.” Click on this icon to bring up the send action
dialogue window. This window functions similarly to sending an e-mail
message. You must first define the action (choose from list) and priority of
the action. Then you must enter the address of the recipient(s). The
action can be sent to their inbox or e-mail or box. You must check the
radio button Inbox or e-mal before you select the names. If the name
doesn’t exist in the list, then you can choose Microsoft Mail and enter the
person’s complete e-mail address i.e., firstname.lastname@example.org Place your
message in the note box at the bottom of the screen before you press
send. Inbox users will receive this action in their inbox and e-mail users will
receive the message in their mail application.
Vantive tracks actions that are sent via the Vantive Inbox and places an
entry in the Action History tab on the case screen. Actions sent via e-mail
will only exist in your sent items of your mail program.
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Ex ercise: send a case to
1. Open case 2005768
2. Create a note for the same case.
3. Send an e-mail action to Orlando Moreno
4. What is the serial number for case 2005768
5. Give me the answer to the following:
6. What is the drive type?
7. How many input channels?
8. How many output channels?
If you are unable to get the answer to question 5, its because we haven’t
talked about other information available in the system.
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Part of the customer relationship management tool is to maintain information
about installed systems.
When dealing with a support case you can drill down (fields that are
underlined have drill down capability) serial number to access specific
information regarding that system.
This will bring you to the product installation screen for that specific serial
If this is a whole system you will be able to access the features page which
gives you the latest and greatest information currently in use with this
This information is a representation of what most of you may know as
If you drill down on a serial number that has a parent product serial number
then you should continue to drill on the parent product serial number to get
the features information.
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Ex ercise: Installed
Answer question 5 in the last exercise.
What does it mean to drill down?
Drill down on the Site field from the case screen and locate the installed products.
On the same site screen, how many cases have been reported in total for this site?
Open the second attachment. What application launched?
Who is the dealer and service provider for this site?
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Creating new information in
The majority of information found in Vantive is automated and originates
from another system or group.
Outside of the case module, you are authorized to create contacts and
companies that are prospects.
You must first perform a search to see if the information already exists.
For new contacts you are required to supply first name, last name and
For companies you must supply complete customer name (no abbreviations
unless it’s the company’s logo) and customer type which should be Prospect.
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We use Business Objects as our corporate report writing tool.
Designated users will have access to the web client “Web-Intelligence.”
Your username will be the same as your Vantive sign in and your initial password is
You will be prompted to enter a password before you gain access to the system.
If you require access to the report writer you must submit a request to Orlando
Use the Web-Intelligence to produce ad-hoc reports such as lists and case profiles.
Complex reports should be submitted to Orlando Moreno as a project.
I will introduce you to the product during this training session and will go into detail
during a secondary training effort.
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