360 Degree View Question
360 Degree View Question
Hi, we're analyzing Zoho CRM + Support, and the main feature we are looking for in a better CRM is being able to really allow all of our agents to see the full contact history of a customer. A basic overview of our business email and phone setup:
Customer Support Email =
support@us.com
Agent 1
Email =
agent1@us.com
Phone = 555-444-3333
Agent 2
Email =
agent2@us.com
Phone = 999-888-7777
Our email is hosted by Google Apps for Business, our phone system is RingCentral.
My specific question is this: if we connect
support@us.com to Zoho Support, and create two users in Zoho CRM (Agent 1 and Agent 2) with their email and phone numbers connected, will Zoho:
#1 ----- When clicking on a contact, show us all emails that contact has sent to all three email addresses in the past (
support@us.com,
agent1@us.com,
agent2@us.com)
#2 ----- Will Agent 1 be able to see the call history that this contact has had with Agent 2
Thank you.