311 Verint CRM system for case management

Introduction

311 uses Verint as our customer relationship management (CRM) system. Verint is used 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.

User Accounts and Login Information

Login information

Login is controlled via Single Sign On (SSO) and tied to your City and County of San Francisco (CCSF) account. When you access the link for Verint Employee Desktop, you will automatically be redirected to your SSO login.

New users

Request access

If you are a new user and need access to Verint Employee Desktop to view and handle 311 cases for your agency, reach out to content.311@sfgov.org to get access.

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 Employee Desktop 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 Verint Employee Desktop, 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