Topic by TRJ
We have had some discussion with a customer (Dynamics CRM v/s RightNow)
around staff rotas and CRM, and a question was raised – ‘can we upload our contact centre staff rota’s into CRM’.
The view was that they would want CRM to know when staff are available so that we can automatically route workflow tasks to staff to work.
While I think (feel free to correct me) this is something which is not there in RightNow OOTB, but I would appreciate your all thoughts on how to meet this 