Zinc Configuration Options
After you define team roles and responsibilities and identify the key communication challenges you want to address with Zinc, there are a variety of configuration options that you can implement during the Build phase of the Max Approach.
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Option
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Description
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Groups
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Support for Conversations between multiple Zinc users. Official Groups have assigned Administrators and are intended for specific teams or purposes. Ad Hoc Groups can be spontaneously created by users at any time and do not require admins.
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Hotlines
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Immediate real-time communication between users in need of support and staff with the right knowledge to resolve issues. Hotlines are Official Groups that are configured to receive one-way incoming Requests from nonmembers, which are then handled by staffers assigned as Hotline Group members. Full analytics are available to monitor the performance and effectiveness of Hotlines.
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Broadcasts
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One-way rapid deployment of critical information to specific groups of users. Broadcast Lists can be created to ease recipient management. Full engagement analytics are available.
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Connected Conversations
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Users can initiate contextual text, voice, or video Conversations about ServiceMax and Salesforce objects via cross-platform integrations. Supported object types include:
• Work Order
• Installed Product
• Account
• Opportunity
• Lead
• Contact
• Case
• Location
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Embedded Zinc
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In-office users can seamlessly connect with field service teams within their everyday work environments. Conversations can be started from any object record page within ServiceMax and Salesforce. Supported object types are the same as for Connected Conversations.
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Integration Support
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• Single Sign-On (SSO): SSO integration via Azure and Okta Active Directory Sync to provide seamless and secure access to Zinc for all users.
• Automated Provisioning: You can link Zinc Organizations to external directories to create users and Groups in Zinc.
• User Profiles: You can add and define User Properties to provide teams with relevant information about colleagues.
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For more information: