Verint CRM

Introduction

311 uses Verint as our customer relationship management (CRM) system for customer and case management. We offer direct access to Verint's web based Employee Desktop for other agencies to use to manage their cases. Links for accessing Verint Employee Desktop and other resources for using and accessing the platform are available here.

Training Resources & System Change Log

Access the Verint Cloud Employee Desktop Training Resources & System Change Log page here.

Verint will periodically deploy upgrades to their application's user interface and/or core functions. Please review the log so you are up-to-date on the latest changes that affect your use of the application. Our training video will also be updated as necessary to reflect these changes.

Page last updated on December 5, 2024.

User Set-Up and Login Information

User Accounts

• Login: Access is now controlled via Single Sign On (SSO) and tied to your CCSF account.
• Existing Users: All current users of Verint will be set up with equivalent access and permissions in the new Verint Cloud platform. 
• New Users: Similar to the current process, any new users will need to reach out to content.311@sfgov.org to get access. Turnaround times will be longer for new user requests from non-CCSF employees. 

Logging in for the first time

There are a few steps you need to take to finalize setup of your account when you attempt to login and access Verint Cloud for the first time. This is a one-time effort and will not take more than a few minutes of your time. 

1. When you first attempt to login to the new Verint Cloud platform, you will see a warning message that the account already exists. Select the "Add to existing account" option. 
2. A confirmation email will be sent to your email address containing a final step that expires after 5 minutes. The confirmation email will have a subject line of "Link microsoft" and will be sent from 311@sfgov.org. The confirmation email will prompt you to confirm the account linking. Click on the link in the email to confirm. 
3. Then you're done! Now SSO will be setup and you will be brought to the standard CCSF DSW login page to authenticate whenever you attempt to access Verint Cloud if you are not already logged in. 

Help and Support

For any questions, help, or support needed - reach us at content.311@sfgov.org