Kovair is now part of SurgeONE.ai Same experts, even more power.

Month: March 2020

Automotive engineering is demanding the usage of modern tools in their development processes. Focus has shifted from just the development of hardware components to software driven electronic components. With the growing sophistication of automotive systems, addressing the requirements for evolving functional safety and the security standards has become obvious. Due to this, dependency on software has increased and the need for an integrated Application Lifecycle Management system is mandatory.

This webinar will cover how Kovair’s Process Innovation: – improves engineering productivity & efficiency – personalizes the engineering journey – enhances quality assurance – optimizes Workforce Management (WFM) – and promotes newer Automotive innovations

This webinar also gives you a glimpse to Kovair’s Automotive ISO 26262 & ASPICE Template, that comes with baked-in domain knowledge on automotive best practices and how it reduces the resources usage, cuts down the costs of audit preparation, and manages the regulatory compliances. effort.

What you will learn:

  • Safety in the Automotive Industry
  • Efficient implementation of ISO 26262
  • Practical experience and practical examples
  • Live demo on Kovair Automotive ISO 26262 & ASPICE ALM Configuration
  • Business Benefits that can be derived from using this template

Who should attend:

  • Safety Managers and Safety engineers
  • Engineers and Managers in Product Development
  • System and software engineers
  • SQuality Managers

Presenters Bio:

Akshay Sharma
CTO Kovair

Akshay Sharma

Akshay is a tech analyst, having authored or co-authored over 280 research notes, on emerging technologies like DevOPs, Software Defined Data Centers, 5G, mobile video, Cybersecurity, and IoT. A frequent speaker at tech events, he is often quoted in leading institutions like CNN, Wall St. Journal, CIO.com. Akshay has been recently named CTO of Kovair Software, Inc

Thomas Arends
CEO at Deutscher Mittelstand

Thomas Arends

“Deutscher Mittelstand Ltd” is a company – located in Germany – servicing customers in strategic and operational fields. Staffed by a team with successful management in the development of Systems, backed by people with solid background and certified auditors in Aerospace, Medical, Automotive and Industrial verticals.

Soumanil Chowdhury
Manager Customer Solutions at Kovair Software

Soumanil Chowdhury

Soumanil has been associated with Kovair for more than ten years. His key responsibilities are to provide On-site and Off-shore consulting services for complete ALM and Omnibus Integration solution implementations.

For further queries on this Webinar or to schedule a Live Demo, please write to sales@kovair.com

Embedded Systems solution provider increases their operational efficiency using cloud based Kovair ALM

Embedded Systems solution provider increases their operational efficiency using cloud based Kovair ALM

The organization with their suite of highly efficient, extremely smart, scientifically and financially viable embedded systems solutions provide services in the FinTech, CleanTech, GovTech and Industrial Electronics sectors while supporting SaaS, PaaS and on Premise and field Opex Models. Over years, this tech company has helped organizations accelerate their journey towards digitalization.

Their Challenges

In this organization every project starts from a Project, Product or POC request. Once a request is approved by Project Head and Quality Manager, the project gets initiated. Every project goes through the phases of Project Initiation, Project Planning, Project Monitoring & Controlling and Project Closure. The organization deals with multiple types of Requirements and their corresponding designs followed by development and testing. In absence of a centralized software tool for managing all these different phases, the organization was struggling in various areas as mentioned below.
  1. Centralized tool for complete transparency: With a mix of offline mediums like word and excel for maintaining different artifacts, it was extremely challenging for the organization to track the progress of the projects and manage quality. They needed a centralized repository for accessing the same artifacts without versioning and searching problems.
  2. Managing Requirements: Every project in the organization starts with Product Requirements. Each Product Requirements are broken down into various other sub-level hardware and software requirements, which again go through various levels of Design and Prototypes. With requirements and specifications maintained in “traditional” office documents, achieving the traceability was difficult and, consequently, inefficient.
  3. Central Governance: Having so many diverse teams and items to work on, the organization felt the need to establish a centralized process governance to reduce multiple redundant and overlapping jobs done by individual teams
  4. Collaboration: The working of projects in this organizations requires the involvement of various stakeholders like Project Managers, Project Leads, Design Engineers, QA Manager, QA Engineer, Author Hardware team and Audit teams. They work on a wide range of artifacts like Requirements, Designs, Coding, Prototyping, Testing and Risk. Every team having their own way to manage the artifacts, it is challenging to establish a proper collaboration mechanism

The Solution

With the above-mentioned challenges in hand, the organization was looking for a SAAS based ALM & PPM solution which could cater to their problems. After evaluating multiple tools, they decided to select the Kovair ALM .
Kovair ALM , the fully integrated application lifecycle management product from Kovair is a browser-based solution. Kovair ALM along with its proprietary ESB, Kovair Omnibus provides a single platform for PMO success.

Hosted Solution

The organization was looking for a cost-effective solution over cloud to avoid any infrastructure related investment. Kovair has hosted the entire solution on Kovair cloud. These are getting accessed by users of the company from different geographical locations.

Project Initiation & Planning

Kovair PPM is a one stop solution that delivers greater value to the organization by connecting project planning to execution. Using Kovair PPM, organizations can define strategic initiatives to portfolio to projects to their outcomes. It allows to define strategic initiatives, choose the relevant projects for execution, provide deeper insights into development, projects and programs by generating EVMs at all levels, providing valuable inputs to the management, enabling them in making data-oriented decisions.
The organization maintained their pre-project phase in Kovair ALM where every request for a new product, project or POC gets registered. These requests go through multiple level of approvals configured through Kovair’ s task-based workflow. Once a request gets approved, a project gets created using the standard project template of the organization. (example?)
Project Initiation and Planning
Fig.1
Once a project gets created, project managers can manage all phases of project management in Kovair. Using the capability of Task Scheduler, they are doing the planning. Task scheduler of Kovair ALM allows Project Managers to do the planning with precision by providing capabilities mentioned below.
  1. Supports creation of plan incrementally
  2. Provides Gantt Chart allowing managers to track the critical path for a project
  3. Allows to track milestones
  4. Considers company and individual leaves of resources
  5. Supports creation of tasks for activity owners as and when the plan gets published
  6. Provides complete transparency to project managers on project progress
  7. Allows project managers to compare planned vs actual in the plan in a real-time manner
Project Initiation and Planning
Fig.2
With all the above-mentioned capabilities, project managers of the organization now have much better control on the project progress and users also have better visibility to their to do list of tasks.

Requirements and Design Management

Projects in the organization starts with Product Requirements. Each of these product requirements is categorized into multiple sub-requirements, viz. Hardware, Firmware, Software and Mechanical Requirements. All these requirements are then streamlined into their respective designs viz. Hardware, Firmware, Software and Mechanical Designs.
Kovair ALM allowed the organization to import all Requirements from their existing word documents and establish relationships between these Requirements and their corresponding Designs.
Requirements and Design Management
Fig.3
Requirements Management module of Kovair ALM provided them some inherent benefits as mentioned below.
  • Allows easy capturing of Requirements from documents using Word Import
  • Facilitates maintaining different types of Requirements through entity management framework
  • Supports separate attributes and relations for each type of Requirement
  • Allows to enforce centralized governance through automated task-based workflow for tracking a requirement lifecycle from analysis to delivery
  • Supports tracking of who, when and what of changes for audit trail
  • Supports versioning of Requirements with facilities of comparing and merging versions
  • Custom template

Development Management through Connectivity with SVN

The organization is using the integration with their source control management tool SVN. Whenever a File is checked in SVN the related changeset and SVN file automatically gets synchronized to Kovair ALM. Once synchronized, these changesets gets linked to the Requirements or Defects against which the code was checked in.
Kovair comes with a SOA architected proprietary ESB platform Kovair Omnibus enabling organizations to setup an integrated ecosystem of tools without replacing the existing tools.
Other than SVN Kovair also provides integration with multiple tools as per the diagram below.
Development Management through Connectivity with SVN

Test & Defect Management

The organization maintains Test Cases for each type of Requirements. They capture and manage all their System, Unitand Module Test Cases as well as the mechanical inspection data. The organization was earlier managing their test cases in excel files along with the traceability with requirements. This was leading to lot of errors and missing test cases. Test coverage of requirements was also not visible to different stakeholders leaving behind lot of untested requirements. With the implementation of Kovair Integrated Test Management solution, they now have a complete visibility to all the test activities that are getting performed against the requirements. They can maintain their Test Plans containing both entry and exit criteria. On failure of every test execution a defect gets logged in Kovair. There is a complete visibility to the testing activities along with the end to end traceability from Requirements to Defects.
Some of the inherent capabilities of Test & Defect Management by Kovair ALM are:
  • Provides single platform for your testing needs
    • Test Management
    • Test Execution
    • Test Automation through integration -with what?
    • Task Based Workflow to manage your test activities
  • End to end traceability with Requirements and Defects
Test & Defect Management
Fig.4
Test & Defect Management
Fig.5

Reports and Dashboards

Kovair ALM provides built-in graphical and textual reports in Word, Excel, PDF formats and dashboards with real-time drilldown data access. It allows users to configure KPIs as per organizational need and give access to different users based on their roles and responsibilities. Kovair ALM allows users to generate pre-formatted word documents like SRS/SDD/PRD/MRD from the application.
Using all the benefits as mentioned above, the managers and senior management of the organization has got complete visibility to the progress of the Project. This real-time data has also helped the organization in the areas of early detection of errors and improve production quality.

The Business Benefits Achieved

The organization has acknowledged that they are saving both time, cost and getting better quality with the implementation of Kovair ALM . Some of the major areas of benefit are listed below.

Robust Requirements Management

Kovair ALM has given the Project teams what it mostly needed – an improved and uniform process for requirements and test management. It has drastically simplified the management and tracking of various types of requirements, designs, prototypes, tests and test reports.

End to End Traceability

With the implementation of Kovair ALM , the organization achieved end to end traceability between the artifacts from Requirement to Designs to Test to Defect. which was exceedingly hard to achieve manually. Using this traceability, the project managers get accurate data on coverage of various items and provide real-time status updates on the project proceedings. They are now equipped to provide fast responses to questions like
  • Which test objects are related to which requirements?
  • Which change requests are impacting which requirements and test results?
  • What are the different Designs that are related to the Requirements?
End to End Traceability

Enhanced Collaboration

Using the unified platform of Kovair ALM , collaboration between the project teams became easier. Capabilities like Document View is providing users a detailed information about the requirements, tests, designs, etc. while using the Traceability View, users can view the entire chain of linked artifacts that are related to one another and clearly track the coverage and progress of the mission.
The real-time information from Kovair over a web-based interface along with email notifications, facilitates the acceleration of work processes that has resulted in significant improvement in the communication and collaboration among the different team members.

Conclusion

Using Kovair ALM in conjunction with Omnibus, the organization has successfully implemented a fully integrated ALM environment. With this implementation, the organization has seen a substantial growth both in quality and productivity. Stakeholders from different teams have recognized the benefits of Kovair’s ALM implementation. Some of the areas where the organization have seen significant benefits are:
  • Automation of standard operating procedures and working process enabling controlled project execution
  • Significant reduction in Issues improving product quality
  • Better release predictability with the help of real-time reports and dashboards
  • Visibility of complete coverage through traceability helping in early detection of gaps & errors
For more information, visit: www.kovair.com

Sonarcloud is a cloud service offered by SonarSource and based on SonarQube. SonarQube is a widely adopted open-source platform to inspect continuously the quality of source code and detect bugs, vulnerabilities. Kovair provides a vendor-neutral integration platform called Kovair Omnibus Integration Platform to which the best-of-breed ALM and other tools can be integrated using adapters.

Kovair Sonarcloud Adapter

Kovair adapter for Sonarcloud with GitHub helps to achieve an integration scenario between Sonarcloud and other tools like Kovair ALM. The adapter supports exposing the primary artifacts like Build, Build Version, Issue, and various metrics. These data are vital for any engineering team to validate the code to be published. The primary feature of the adapter is to capture various metrics for the code being checked in GitHub to get an overview of the code quality. Overall all the static and dynamic code analysis data will be available centrally at Kovair ALM for further report Building.

Features & Benefits

  • Captures complete Build details from GitHub along with versions and vulnerability issues.
  • Captures all major metrics for the given piece of code project.
  • Directs linking of all reports directly from Sonarcloud.

Why integrate Sonarcloud with Kovair?

  • Metrics – Key metrics that are vital for an application like Maintainability-Metrics, Reliability-Metrics, Coverage-Metric, and Complexity-Metrics can be captured centrally for an in-depth view of overall code quality. Kovair Adapter for Sonarcloud helps in achieving this through Kovair ALM seamlessly.
  • Tracking Build and versions – The integration between Sonarcloud and Kovair ALM is a deep level integration. It enables management to have a complete 360-degree view of all the Build be produced and the related versions. Moreover, it also tracks all the related issues identified by Sonarcloud for the piece of code.
  • Bring reliability in code –Integration with Sonarcloud platform significantly increases the lifetime of applications by reducing complexities, duplications and potential bugs in the code, by keeping neat and clean code architecture and increased unit tests. Sonarcloud increases the maintainability of the software. It can handle changes as well.
Entities Exposed Events Collected Actions Supported Relations Supported
  • Build
  • Build Version
  • Issues
  • Complexity-Metrics
  • Coverage-Metrics
  • Duplications-Metrics
  • Issues-Metrics
  • Maintainability-Metrics
  • Reliability-Metrics
  • SCM-Metrics
  • Security-Metrics
  • Size-Metrics
  • General-Metrics
  • Releasability-Metrics
  • Supports basic events like Add and Edit.
  • It does not support any Delete events.
  • No action is supported as it is primarily a single directional data flow.
  • Build Version to Build
  • Build Version to Issues
  • Build Version to Size-Metrics
  • Build Version to Maintainability-Metrics
  • Build Version to Issues-Metrics
  • Build Version to Coverage-Metrics
  • Build Version to Reliability-Metrics
  • Build Version to Complexity-Metrics
  • Build Version to SCM-Metrics
  • Build Version to Duplications-Metrics
  • Build Version to Security-Metrics
  • Build Version to General-Metrics
  • Build Version to Releasability-Metrics

Use Case Example of Kovair Integration with Sonarcloud with Github

The following use case diagram explains how Kovair-Sonarcloud integration helps development teams, using different tools of their choice, to work on bugs/defects in real-time, resolve and accelerate delivery cycles of the improved product or service quality. The developer checks-in the code in GitHub which is integrated with Sonarcloud to capture the event and start the Build and analysis. The Build, Issue and metrics details get tracked and collected centrally at Kovair ALM for management view and decision. Apart from the above use-cases, Sonarcloud data can be moved to any of the Kovair adapter based on the required business cases.

Use Case Example of Kovair Integration with Sonarcloud, Github

ServiceNow Agile is an offering that helps you manage product and software development efforts that use agile methods. It pulls your software development lifecycle workflows together in one system and connects them to other activities that already taking place in ServiceNow.

Kovair provides a vendor-neutral integration platform called Kovair Omnibus Integration Platform to which the best-of-breed tools can be integrated.

Kovair ServiceNow Agile Adapter

When you have multiple standalone tools for development, testing, and project tracking, there is a disconnect between enhancements and fixes, originating operations, change processes, and deployment. Integration pulls these software development life-cycle workflows together into one system. Agile Development manages scrum or waterfall development and helps you manage the backlog of tasks throughout the lifecycle, from inception through testing and deployment. Kovair adapter for ServiceNow helps to provide greater insight visibility into the entire software development lifecycle. The adapter supports exposing the primary artifacts like Incident, Problem, Epic, Theme, Change Request, Enhancement, Scrum Release, Story, Defect, Task, Knowledge Base and Application Models.

Features & Benefits

  • Integrate ServiceNow with both cloud-based and on-premise ALM tools.
  • Measure Key performance indicators across IT, not just IT operations or application lifecycles and use this data to generate accurate reports regarding project status.
  • Ensure cross-tool visibility, traceability, and process automation.

Why integrate ServiceNow agile with Kovair?

  • Collaboration – Customers need more transparency than ever before. Customers are able to access their service requests at any time of the day, as long as there is an internet connection. However, internal teams like engineering and testing often find difficult to have complete information and thus all parties involved have partial knowledge. Kovair Omnibus provides a centralized platform to monitor progress and accountability. Old communication processes that caused confusion, like emails and spreadsheets can be replaced with an integrated platform. Kovair platform includes workflow which enables tools to connect disparate functions, route requests, communication features like alerts and progress monitoring that alerts the correct groups or individuals.
  • Centralized data and reporting – ServiceNow integration enables the collection of actionable metrics and intelligence. This data can be used to produce reports and dashboards using Kovair’s reporting feature.
Entities Exposed Events Collected Actions Supported Relations Supported
  • Incident
  • Problem
  • Change Request
  • Knowledge Base
  • Knowledge
  • Task
  • Story
  • Defect
  • Epic
  • Theme
  • Application Model
  • Group
  • Scrum release
  • Enhancement
  • Add and Modify events for all the Entities.
  • Add and Modify events for all the Entities.
  • Any exposed Entity with any Entity.
  • Incident to Problem.
  • Incident to Change Request.
  • Problem to Change Request.

Use Case Example of Kovair Omnibus Integration with ServiceNow Agile

‘Kovair ServiceNow Integration Adapter’ lets you integrate ServiceNow with a wide array of on-premise ALM tools, such as Kovair ALM, JIRA, Microfocus ALM, and Azure DevOps as well as cloud-based tools like Salesforce.com (SFDC). By integrating ServiceNow with ALM tools, you can allow your application development and IT operations teams to become more closely aligned to the business.

Use Case Example of Kovair Omnibus Integration with ServiceNow Agile

The new Story is added in ServiceNow agile which is when approved gets synced to Microfocus ALM through Kovair Omnibus. The Story from ServiceNow will appear as Requirements in ALM. Now based on the Requirements the internal team builds the software piece which is then tested at HPALM by creating Test Cases and Test Steps. On execution; runs are created, and Defects are also produced. When all the Defects are closed, and all the tests are passed in Microfocus ALM the Requirement status gets changed which then flows back to ServiceNow Agile. This helps the external team to know the clear status of the Story they have submitted. From Kovair’s central platform the entire traceability of Story to Requirement to Test Case to Test Step could be visible for the management team.

PTC Windchill is the industry-leading PLM software. PTC Windchill’s architecture facilitates easy integration with leading enterprise systems like Kovair ALM, IBM Jazz, Microsoft TFS or 110+ other tools, helping you quickly see the insights of PLM from the connected software. Integrated Application Lifecycle Management-Product Lifecycle Management (ALM-PLM) takes the best from existing hardware and software management and integrates them into a powerful set of processes and tools to maximize efficiency and effectiveness.

Kovair provides a vendor-neutral integration platform called Kovair Omnibus Integration Platform to which the best-of-breed ALM, PLM, ERP and other enterprise tools can be integrated using adapters.

Kovair PTC Windchill Adapter

For global companies, investments can go into millions of dollars or more to manage the products throughout its lifecycle. Changes arise dynamically during product development and after product release which tests the organizational effectiveness and efficiency in handling them as many times, it involves both the software (ALM) and hardware (PLM). In this context, it becomes highly imperative that they are integrated in a unified manner. Kovair integration adapter for PTC Windchill helps to achieve many integration scenarios between PTC windchill and any enterprise application including ALM where Bill of Material (BOM) transformation and management happens across the enterprise. Also, the telling need for multi-level BOM report generation and management is enabled. The adapter supports all the key artifacts like Parts, CAD Documents, Change Request, Change Notice, Change Task, Issues, and Documents apart from BOM along with their plethora of system and custom attributes and its dynamic updates.

Features & Benefits

  • Traceability of BOM, product data visibility across the enterprise.
  • Dynamic collaboration throughout all lifecycle phases.
  • Generation and publication of BOM reports and its management across connected tools.
  • Integration of distinct development streams to hardware engineering and manufacturing.
  • OSLC support with PTC Windchill and other OSLC tools.

Why integrate PTC Windchill with Kovair?

  • Collaboration – It is a challenging goal, given that a lot of global organizations still use separate and non-integrated processes to coordinate product development — Product Lifecycle Management (PLM) tools for hardware and Application Lifecycle Management (ALM) tools for software. The key to improve the time to market comes with collaboration. Jobs like R&D, joint development of hardware and software and the subsequent internal process increase the overall organization’s efficiency.
  • BOM report – With this integration in place multi-level BOM or indented BOM report which contains parts and versions can be extracted to another connected system to provide visibility with the management.
  • Unified traceability across tools –Generally, the support team has no visibility into the new accounts created by the sales team; therefore, they are not sure which customers’ accounts are eligible for support. The integration allows both the teams to have visibility into any new customer’s account created by the sales team.
  • Change process visibility –Kovair Windchill adapter provides visibility of related change items like Parts, CAD Documents to the corresponding change objects like Change Request, Notice, Problem Report and so on. This can potentially improve the cross tools change object traceability and monitoring, a critical need for an enterprise.
Entities Exposed Events Collected Actions Supported Relations Supported
  • Change Request
  • Change Notice
  • Change Task
  • Issue
  • Variance
  • Part
  • Document
  • BOM Report
  • CAD Document
  • Add and Modify events for Change Request, Change Notice, Change Task, Issue, Variance, Part, Document, BOM, CAD Document.
  • Attachments are only supported for Change Request, Change Notice, Change Task, Issue, Variance, Part and Document.
  • Add and Modify action for Change Request, Change Notice and Parts.
  • Modify for Change Task, Issue and Variance.
  • No attachment is supported during action CAD.
  • Part to Document.
  • Change Request to Part.
  • Change Notice to Part.
  • Issue to Part.

Use Case Example of Kovair Integration with PTC Windchill

Kovair PTC Windchill integrates with the best-of-breed enterprise tools, thereby enabling data and process flow of BOM transformation for a Model-Based System Enterprise (MBSE) scenario through bi-directional synchronization of system models and related sub-systems and components created in Enterprise Architect, it also creates a BOM structure in PTC Windchill automatically. At Windchill the PLM user can further add details to this BOM structure and create and describe the design by creating CAD Documents and associate it with Parts and move towards a release ready product in an iterative fashion to continue the model-based system engineering process flow by adopting top-down design approach.

Bi-directional integration through Kovair Omnibus and PTC Windchill adapter enables traceability and BOM structure transformation and propagation across the enterprise from Enterprise Architect to Windchill and downstream. One of the highlights of this example is also the status progress monitoring of the integration artifacts and their reporting (HTML) of dynamically changing BOM in EA & PTC Windchill.

Use Case Example of Kovair Integration with PTC Windchill

MS Dynamics 365 Sales enables people working in sales to build strong relationships with their customers, take actions based on insights, and close sales faster. Use Dynamics 365 Sales to keep track of your accounts and contacts, nurture your sales from lead to order, and create sales collateral.

Kovair Adapter for MS Dynamics 365 Sales is an enterprise-level integration that enables seamless integration with the connected application.

Kovair provides a vendor-neutral integration platform called Kovair Omnibus Integration Platform with which best-of-breed ALM and other tools can be integrated using adapters.

Features & Benefits

  • Bridges the gap between the sales and support team.
  • Centrally track all accounts and customer details.
  • In-depth detailed tracking of all customer activities.
  • Tracks and measures all details activities like Phone, Email, Letter and Fax.

Kovair MS Dynamics 365 Sales Adapter

Kovair adapter for MS Dynamics 365 Sales helps to achieve an integration scenario between MS Dynamics 365 Sales and other tools like ServiceNow. The adapter supports exposing the primary artifacts like Account, Contact, Opportunity, Cases and activities like Email, Appointment, Phone & Fax. These data are extremely vital for any Customer Relationship Management system. The primary feature of the adapter is to capture data from CRM and publish it to connected other applications like ServiceNow and manage customer tickets properly when teams are discreet.

Why Integrate MS Dynamics 365 with Kovair?

  • Centralized view of all accounts – There will be a continuous flow of data from the account to contacts to opportunities and their activities from CRM tool to Kovair Central ALM thus allowing data to plumb to any other required tools like ServiceNow. Moreover, all the activities that are performed at CRM can be tracked.
  • Tracking activities – The integration between MS Dynamics 365 Sales and Kovair ALM is a deep level integration. It enables management to have a complete 360-degree view of all the activities being done and helps the management to prioritize them.
  • Bridge the gap between sales and service –Generally, the support team has no visibility into the new accounts created by the sales team; therefore, they are not sure which customers’ accounts are eligible for support. The integration allows both the teams to have visibility into any new customer’s account created by the sales team.
Entities Exposed Events Collected Actions Supported Relations Supported
  • Account
  • Contact
  • Cases
  • Opportunity
  • Activity Task
  • Activity Phone Call
  • Activity Email
  • Activity Appointment
  • Activity Letter
  • Activity Fax
  • Supports basic events like Add and Edit.
  • It does not support a basic event like Delete.
  • It does not support attachment.
  • Supports comments on Account, Contact, Cases and Opportunity. It does not support comment on activities.
  • Supports actions like Add and Edit.
  • It does not support an action like Delete.
  • No support for attachment
  • Supports comments on Account, Contact, Cases and Opportunity. It does not support comment on activities.
  • Does not support Relationship, all relations are exposed as Fields.

Use Case Example of Kovair Integration With MS Dynamic 365 Sales

Problem statement – The support team has no visibility into the new accounts created by the sales team; therefore, they are not sure about the customers’ accounts which are eligible for support.

If the support system is linked with Microsoft Dynamics 365 in the sales system, both teams will have visibility into any of the new customers’ accounts created by the sales team.

  • Thus; the sales team creates an account for a new customer in Microsoft Dynamics 365 and enables a flag to mark that customer is entitled to support.
  • The new account syncs to ServiceNow and authorizes the associated profiles to create tickets.
  • When the customer creates a new incident in ServiceNow, Omnibus automatically links the ticket to the company account in ServiceNow. The ticket also syncs with Microsoft Dynamics 365 as a ‘case’.
  • The sales team adds a comment to the case notifying the support team that this is a critical incident.
  • The support team changes the status of the ticket to ‘active’ and starts working on it immediately.

Kovair Integration With MS Dynamic 365 Sales

MS Dynamics 365 Customer Service enables people working in customer service to build strong relationships with their customers, take actions based on insights, and close customer service faster. Use Dynamics 365 Customer Service to keep track of your accounts and contacts, nurture your customer service from opportunity to accounts, and services.

Kovair provides a vendor-neutral integration platform called Kovair Omnibus Integration Platform to which the best-of-breed ALM and other tools can be integrated using adapters.

Kovair MS Dynamics 365 Customer Service Adapter

For any organization using the suite of Dynamics 365 applications, Kovair can provide a fast, flexible and future-proof integration product that can increase their customer service and marketing efficiency, streamline their operations, and reduce cost. Kovair adapter for MS Dynamics 365 Customer Service helps to achieve an integration scenario between MS Dynamics 365 Customer Service and other tools like ServiceNow. The adapter supports exposing the primary artifacts like Account, Contact, Opportunity, Cases, Services and Product. These data are vital for any Customer Relationship Management (CRM) system.

Features & Benefits

  • Bridges the gap between customer service and support team.
  • Centrally tracks all accounts and customer details.
  • It does In-depth detail tracking of all customer services.

Why Integrate Ms Dynamics 365 With Kovair?

  • A centralized view of all accounts – Continuous flow of data from the Account to Contacts to Opportunities and their activities from CRM tool to Kovair Central ALM thus allowing data to plumb to any other required tools like ServiceNow. Moreover, all the activities that are performed at CRM can be tracked.
  • Tracking service level agreements – The integration between MS Dynamics 365 Customer Service and Kovair ALM is a deep level integration. It enables management to have a complete 360-degree view of all the services being done for defined products and help management to prioritize them. The integration monitor response/resolution time limits promised by each type of support. Specific SLAs are needed for each entitlement.
Entities Exposed Events Collected Actions Supported Relations Supported
  • Account
  • Contact
  • Cases
  • Opportunity
  • Product
  • Services
  • Unit of Measure
  • Unit of Groups
  • Supports basic events like Add and Edit.
  • It does not support a basic event like Delete.
  • It does not support attachment.
  • Supports comments on Account, Contact, Cases, Product, Services and Opportunity. It does not support comments on Unit of Measure and Unit of Groups.
  • Supports actions like Add and Edit.
  • It does not support an action like Delete.
  • No support for attachment.
  • Supports comments on Account, Contact, Cases, Product, Services and Opportunity. It does not support comments on Unit of Measure and Unit of Groups.
  • It does not support Relationship.

Use Case Example of Kovair Integration with Ms Dynamic 365 Customer Service

Problem statement – If customer issues arise, they need to be promptly and properly solved. To do that, leverage the capabilities of Dynamics 365 for Customer Service integration. The support team has no visibility into the new accounts created by the customer service team; therefore, they are not sure which customer accounts are eligible for support.

If the support system is linked with Microsoft Dynamics 365 Customer Service system – both teams will have visibility into any new customer account created by the customer service team.

The customer service team creates an account for a new customer in Microsoft Dynamics 365 and enables a flag to mark that customer is entitled to support.

  • Track customer issues through cases.
  • When the customer creates a new incident in ServiceNow, Omnibus automatically links the ticket to the account in Microsoft Dynamics 365. The ticket also syncs to Microsoft Dynamics 365 as a ‘case’.
  • The customer service team adds a comment to the case notifying the support team that this is a critical incident.
  • The support team changes the status of the ticket to ‘active’ and starts work on it immediately.