Notice of system upgrade on 6/13/2024
On 6/13/2024, 311 is upgrading Verint to a completely new cloud based platform. This new system, called Verint Cloud, is functionally similar but has a completely new user interface. To prepare for this migration, resources including training videos and user guides are available at the bottom of this page.
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.
Resources
Verint access
Documents
User support and training
To request additional training, send an email to content.311@sfgov.org with the subject line "Request Verint Training"
User guide containing instructions on using basic features of Verint v15 for case management.
Documentation on specific buttons, icons, and actions available in the Verint v15 application
Verint login assistance
Username
For CCSF employees, your Verint username will be the username from your work email without the domain (e.g. john.doe@sfgov.org has a username of "john.doe")
Password assistance
For CCSF employees: use the standard CCSF portal password recovery process. You can also email dtis.helpdesk@sfgov.org, or call 415-581-7100 from 8am to 6pm Monday through Friday.
For non-CCSF agencies (for example Clear Channel, PG&E, Recology, USPS): reach out to content.311@sfgov.org with the subject "Email password assistance - External Agency"
Technical support and user setup
Reach out to content.311@sfgov.org
Verint Cloud Resources (NEW)
Accessing Verint Cloud
A link to access the new Verint Cloud Employee Desktop will be added on the morning of 6/13 by 8:00 am when the new system goes live.
User Set-Up and Login Information
- 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. When you first attempt to login to the new Verint Cloud platform, you will receive an email prompting you to link it to your Microsoft (CCSF) account. After you link the accounts, SSO will be setup and you will be brought to the standard CCSF DSW login page to authenticate whenever you access Verint Cloud if you are not already logged in.
- 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.
Training Resources
We have prepared a Training Video that covers everything end users need to know to effectively use the new Verint Cloud Employee Desktop, from logging in to handling cases. This Training Video is a playlist comprising multiple short videos uploaded to YouTube. The entire Training Video playlist will take approximately 30 minutes to watch in full.
Access the Training Video playlist here.
In addition to the Training Video, a quick start guide is available here.
Help and Support
For any questions, help, or support needed - reach us at content.311@sfgov.org