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Active Directory Integration
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Support for Microsoft SQL Server 2012 and Windows Server 2012
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Integration With Third Party SQL Tools
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Application Program Interface (API)
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Global Features
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Custom Fields and Numbering
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Associated Work Items
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Opportunity Management Functionality
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Standard and Customizable Notifications
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Approvals
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Email Processing
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Customizable Status Levels
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Service Contracts
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Customizable Groups
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Multi-level Categorization
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Rules Engine
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Configurable Surveys
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Multi-Person and Multi-Group Routing
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Customer and Company Profiles
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Incident Management - Includes Global Features Plus:
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Hierarchy Templates for Task Management
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Followup Functionality
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Scheduling
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Knowledge Integration
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Bomgar Remote Support Integration
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Citrix® GoToAssist® Remote Support Integration
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Microsoft Lync Status Icon
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Knowledge Management
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Global Searching
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Feedback Tracking
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Headlines
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FAQs
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RightAnswers Integration
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Reporting
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Robust View Engine
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Chart Designer
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Standard and Ad-Hoc SQL Reports
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Customer Experience
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Unlimited Customizable Support Portals
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Customer Chat
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Collaborative Communication with Customers
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Discussion Forum Voting
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Integration with Social Media - Twitter, Facebook, and LinkedIn
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mySupport Layouts for Mobile Devices
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Support Representative Experience
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HTML5 Client
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Customizable Representative Desktops
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Configurable UX
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Integration with Social Media
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Alerts for Multiple Reps in a Work Item
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Calendar Integration
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Personal and Shared Correspondence Templates
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Windows and Form-Based Authentication
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Personal Rules
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Mobile Clients
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Mobile Client for IOS
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Mobile Client for Android
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Mobile Client for Blackberry
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Mobile Client for WAP Phones
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Security and Administration
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Individual and Group-Based Permissions and Feature Controls
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Audit Tracking
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Diagnosis Reports
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Asset Management
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Count Tracking
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Import and Syncronization
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Software License Tracking
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Bar Code Scanning and Label Printing
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Network Monitoring
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Dynamic and Scheduled Scanning
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Purchasing
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Problem Management - Includes Global Features Plus:
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Associated Incident Closure
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Publish to Twitter
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Microsoft Lync Status Icon
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Change Management - Includes Global Features Plus:
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Scheduling
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Hierarchy Templates for Task Management
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Service Catalog
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Configuration Management (CMDB)
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Customizable Relationships
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Graphical Relationship Display
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