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SalesforceSupportModule

UserOperatingGuide

TheuserwillaccesstheSalesForceSupportModulefromthemainmenuofSalesForce.

Typeinsupportatthedropdownlocationwithinthemenubar.

Selectthesupportoption.(Contactyouradministratoriftheoptionisnotavailable)

SUPPORTMODULE-MAINMENUTABS:

• Cases–Mainbodyofanyreportedissue/itemwithinthesystem.Systemsmainoverviewofreportedissues.• Articles–Technicaldocuments,steps,referencematerialthatarepulledfromPUBLISHEDdocumentsorare

completepublisheddocuments.• Solutions–Internaldepartmentdocuments/technicaltipsthatareNONpublishedworksforaspecificissue.

o NOTE:Solutionscanbesavedandalsoappliedtoothersites/instancesbuttheywillremainNONofficialwritings.

• Tasks–assignmentsofjobsorspecificindividual“tasks”thatneedtobecomlpetedasassignedrelatedtoacase.

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CASES:/AllCases

(Usingthedownarrownextto“Cases”theviewofopenissuescanbecustomizedtotheuser’spreference.)

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Fromthecasesviewahighlevelreviewofopencasescanbeobservedbasedonthelistofselectedcolumnheaders.NOTE:Closedtickets/caseswillautomaticallybefilteredfromview.(Inthereleasedversion)ByselectingthecasenumbertheusercanopenthebodyoftheCase/ticket.

Change/MergeFunctionsSelectinglineitemsfromthelistwiththecheckboxintheleftmostcolumnausercanselectmultiplerecordsandchangeownerormergecases. Changeowner–Eitherforassignmentofworkorduringtheprocessofescalation. MergeCases–Ifacustomerhasinitializedmultiplecasesthroughvariouschannelsorbymistakeausercancombinethecasesintoasingleinstancewiththemergefunction.

MERGE:

1. StartfromtheMerge“TO”Case.ThisisthecaseyouwanttoendupastheworkingcaseattheendoftheMerge.

2. OpentheCaseandselectthe“MergeCases”function(toprightcornerofthecasepage)

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3. EntertheOtherCasenumbertobemerged.

4. BothcasesselectedandreadytoMerge.

5. Select“Next”formergefunctiontoproceed.

6. VerificationPagePriortoFinalMerge

NOTE:ThisisalsowheretheusercanselecttheTOandFROMrelationshipsfortheMerge.

MERGEfunctionwithmultiplecasesselected:

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7. FinalMergescreenwillappearforconfirmation.- TheSystemwillthenpresentthefinalmergedcaseonthemaincasefeedscreen.

Printableview-canprovideauserwithareportstyleviewoflistedinformationfromthedatabase.

CASEDETAILS:-CreatinganewCase

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SettingtheStatusofthecase:

- New–Whenthecaseiscreatedthisstatusissetbydefault(customerlistedascontactwillbeemailedacopyoftheopencaseandisrequestedtorespondviaemail.

- InProgress–Tosignifythatthecaseiscurrentlyinworkbythecaseownerorescalationpoint.- AwaitingCustomerFeedback–[name]iswaitingfurtherinstructions/nextstepsfromcustomer.

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- OnHold–Ticketisonpauseforanynumberofreasons,FWdev,testing,customerrequeststoppage,customertimingunknown.Timingcanbesetforafuturedateyettobedefined.

o NOTE:Onceconfirmedshouldbesettoscheduledbythecustomer.- Escalated–Ticketwillstillbeownedbythetechbutanescalationpointnameandcommentsneedtobeadded.- Scheduled–Timing/appointmentwiththecustomerhasbeendefinedandsettoworknextsteps.

o NOTE:NextstepsmustbedefinedinthetopofthedescriptionareaoftheDetailspage.- Closed–Nofurtheractionrequired,duplicateticket,Ticketresolved.(Allrequiredetailedexplanation)- Merged-Indicatesthatthiscasewascombinedwithaseparatecasecreatingamergedrecordofthetwo.- Reopened–Thiscanbedonemanuallyorbythesystem.Customerhastheabilitytoreopentheticketvia

communicationbackthroughemail.

AUTOMATEDStatusupdatestoCases:

- Automatedtimingforallstatustypes-Customerhas3daystorespond,elsethesystemsendsarequestforanupdate.After7Daysthecasewillautomaticallybeclosedandthesystemwillagainnotifythecontactsassuch.

- Pending–Thecustomerwillreceiveanautogeneratedemailafter3days.- Closed–Thecasewillautomaticallycloseiftherehasbeennoresponseafter7days.- Reopen–Thecasewillautomaticallybereopenedifthecustomerrespondsbeyondthe7days.

CASESTATUS/EMAILTRAFFICNOTE:AllCasestatuschangesresultinanemailtothecustomeraswellasthesecondarycontact,ifsecondaryislisted.

NOTE:AnychangetotheDetailsareaofthecasewillresultinanemailtothecustomerandthesecondarycontact.-Thesechangesarenotdetailedintheemailsoexpectquestions.

-ChangestothecasecanbetrackedinCommentsorCasehistorygivingtheusertheabilitytolinkchangesto time/datestampswhenrequired.CHANGESTOLOKCEDFIELDSAFTERCASECREATION:

- ContactPhone:Canbechangedattheaccountlevelandwillupdatetothecase- SubscriptionLevel/info:Canbechangedattheaccountlevelandwillupdatetothecase.

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EXAMPLE:Caseemailsenttocustomer/secondarycontact.

NOTE:Noemailissenttothecaseowner(IEtheTech)forany“Status”changeduringthecasework.NOTE:Secondarycontactmustbesavedinthesystempriortocommentforsecondarytoreceivethatcomment.ChangeOwner:NOTE:Emailissenttotheincomingcaseowner(IEtheTech)uponchangeofcaseownership.Example:Tech1wantstoescalateacasetoalevel2tech.Tech1changesownernamefieldassigninglevel2tech.Thislevel2techwillreceivethebelowlistedemail.

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Category–MultipleCategoriescanbeselectedusingthearrowsbetweentheAvailableandChosenblocks.

CaseReason–

Userdidnotattendtraining-Canbedefinedbyanyleveloftrainingmaterial[name]offerstoincludedbutnotlimitedto,self-pacedonlinemodules,documentsforwardedvia[name]relevanttothetask,tofacetofacetrainingprovidedbyacertifiedresource.ComplexFunctionality–canbedefinedbythecustomerorthetechnicianatthetimeoncaseinception.Existingproblem–wouldbeevidencedbyapreviouscaseofthesametypeandmayrequiremergefunctionbecompleted.Instructionsnotclear-Canbedefinedbyanytypeinstructionalmaterial[name]offerstoincludedbutnotlimitedto,self-pacedonlinemodules,documentsforwardedvia[name]relevanttothetask,tofacetofacetrainingprovidedbyacertifiedresource.Type-

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• None–Nospecificclassificationdefined• Feature–Addedfunctionalitythatisnotcurrentlyavailablebutisnotpreventingthesystemstofunctionas

sold/designed.• Problem–Deviceorsystemisnotfunctioningassold/designed.• Question–Customerneedsinputrelatedtouse,configurationoroperationofthe[name]supported

devices/system.

Priority-

None–Noknownorestablishedpriority–Couldrequireinputormanagementinputtosetpriority.Low–AsdefinedbysupportgroupworkingpoliciesMedium–AsdefinedbysupportgroupworkingpoliciesHigh–Siteis at 100% capacity and is unable to rent a single room up to and including all rooms based on reported issue. - Site is experiencing a site wide outage or problem that prevents the site from controlling all its units. - Installer [name] rep onsite - Ticket history indicates site is reporting the same issue for a second time after initial ticket was closed “Resolved”. Channel-

Whatmeansofcommunicationwasusedbythecustomertocontact[name]Support.(ScrollingDowntothelowersectionoftheCaseheaderpage)

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Descriptionofthereportedissue.

- Subject–Titleofsubjectinafewwords- Description–Detailedexplanationoftheissueascommunicatedbythecustomer- InternalComments

Systeminformation(Noneditablefield)

- SendNotificationtoemailcontact–Thisfunctionwillsendanemailtotheaddresseslistedascontactandsecondarycontactaslistedinthecaseheader.

FEEDTAB:

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FEEDTAB:-OVERVIEW• Email–Runninglistofemailcommunicationrelatedtothecase.

NOTE:EMAILISTHEPREFEREDTOOLFORCUSTOMERCOMMUNICATION.

NOTE:WhencommunicatingviaemailthetechshouldalwaysdoublechecktheFROM:emailaddresstoensurethecorrectUNAMEisidentifiedinthetraffic.Anycommunicationsentwithyourpersonalusernamewillexposeyour[name]emailaddressandcanderailgoodcommunicationthroughthesystemonanexistingticketaswellasfuturetickets.Thegoalof[name]istohaveallcommunicationbesentfroma“Support”emailaddressnotanindividualuseraccount.

• Followup–Thisis“Tasks”.Assignmentofescalationsoreventscanbeassignedtothetechbythetechorassignedtootherswhichthenremainattachedtothecasefortracking.

• CaseComments–Updatesrelatedtoactivityinthecase.o Body–EnterdataintothisfielditwillbepostedtothemainFeedaspartoftherunningnotes.This

informationdoesnotgetemailedwithoutfurtherselection.(internalinthismode)o Public(checkbox)–Willsendemailtotheowneraswellasthecontactlistedasthesecond.o SendCustomerNotification(checkbox)–Willsendthecommentstothecustomer/contactlistedinthe

detailsofthecase.• CloseCase–Willsetthecaseto“Closed”.

TASKS/LogaCall:

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• LogaCall–Allowstheusertodirectspecificcommunicationthattheownerofthecasewillcompletebutnotonaspecificdate.ThisisverysimilartoTASK/Followupwithoutaduedate.

WORKINGATASK:

ALinkwillbesentallowingtheassigneetoviewthetask.

• Relatedto–ProvidesaLinktothecasenumberaswellasthefullCasedetails• DueDate–Providesanexpectedtimelineforcompletingthetask.• Comments–Shouldprovidetheneededdirectiontocompletethetask.• Createdby/LastModifiedby–WillbethepointofcontactiftherearequestionsrelatedtotheTAKS.

WorkingtheTask–Opentheactivedialogueboxfromthepencilontherightsideofthescreen.

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RELATEDTAB:

RELATEDTAB:-OVERVIEW

• Account–AccountHeaderinformation• CaseComments–TimestampedInputrelatedtosteps/pointsofactionwiththeticket.• KnowledgeReferences–Locationtouploaddocumentsortroubleshootingguides/informationrelatedtothe

ticket.• CaseHistory–Timelineoftheticket.

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• Notes–InternaldialogueforSupportdeskuse• Files–Uploadlocationforfiles• OpenActivity–HistorylistingofTasks• ActivityHistory–Historyofemailtrafficsentfromthecase.• GoogleDocsandAttachments–Uploadedfilesorattachmentsstoredinthecase.

Comments:

NOTE:NewCommentwillbeaddedateachstep/pointoftransactionwithrespecttoworkingtheticket.

NEWCOMMENT:CreatingaNewComment

INFORMATION:

COMMENTDETAILS:

Body-Bodyofthecommentwillcontaintheworkingnotesofthecommentatthetimethecommentisentered.Thisdatacanbeconversationnotes,stepstaken,directiongiven,statusofticket,etc.(NotLimitedtothesepoints)

Public(CheckBox)–Willsendthisnotetothesecondarycontactofthecomment.

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SendCustomerNotification(CheckBox)–Willsendthiscommenttothecustomeremaillistedintheheaderofthecase(IE.ContactName)–Thisistobeavoidedwhereverpossibletopreventcommunicationbecomingonetoonevia[name]emailinbox.

“SAVE”–Thiswillpostthecommenttotheticketpermanentlysavingtherecord.

KnowledgeReference:NOTE:ArticlesMUSTbedefinedasfollowstobeconsistentwiththeintentofthisspace.

DEFINITION:AnArticleistechnicalinformationthatisuniformacrossany/allapplicablesites.Articlesaretypicallygoingtocomeaspartsofreleaseddocuments.Releaseddocumentsaregoingtobeuniformacrossallsites.(Allsitesmeans,allsitesinthefleetnotjustforthatcustomer)

ExampleofUniform:HowtoplugyourTVintothewallisstandardacrossallTV’s.HowtoprogramyourremotedependsonwhatTVyouhave.Informationthatisapplicableacrossallunitsinthefleetisapossiblearticle.

SearchArticles-Allowstheusertosearchforalreadypostedarticles.

+NewArticle-Allowstheusertocreateanewarticle/linkanitemtocreateanewarticle.

ARTICLESvsNOTESvsHOTNOTES:

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KeepinginmindanaccountforJohnDoeHoteldiffersfromtheaccountXYZUniversity.YoucangetawaywithputtingcertainsitespecificinformationattheaccountlevelwhentheAccountonlyhasonehotel/buildinginitsportfolio

ThisiswhereArticles,notesandhotnotesbecomecriticalforproperplacementofdata.

- Article:Willapplytoallsitesinthefleet.- HotNote:WillapplytoaspecificsiteandshouldbeinputatheaccountlevelfromtheAccountscreen.

o EXAMPLE:ButtonsaretoalwaysbeF/C-backlightatthissite.- Note:Willapplytothatcaseandanynotethatneedstobereferencedinthefutureshouldbeelevatedtothe

HotNotesectionforentry.o EXAMPLEofNOTE:Room211hasaveryolddamperthatgotstuckandneededoil.

CaseHistory-listingview:

Notes–Internaltechnicalsupportdialoguecanbeinputandstoredheretoensureconfidentiality/securitywithintheticket.Possibledatabeing,assignmentinfo,detailsforanothertech,input/commentsfromteammembersasexamples.NOTE:ThesenotesarespecifictothiscaseanddonottransfertotheAccountlevel.

Files–UsercanuploadfilestoattachtotheTicket

AddFiles-Select“AddFiles”fromtherightsideoftheheaderareaonthescreen.Aselectedfilewillneedtobeafilethatisalreadypresentwithinthesystemtobeuploadedtothisfileslocation.

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UploadFiles–FromthecenteroftheFilesdialogueboxprovidestheuserastandardMicrosoftfilesystemselectionwindow.

OpenActivities–(Tasks)-Select“NewTask”fromtherightsideoftheheaderareaonthescreen.

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Subject–BasicdescriptionofthetaskEnterrequiredtextinthebodyofthetask.Thisshouldbedetailedstepsorexactingproceduresofwhatthetaskisfromstarttofinish.Ifthisisreferencinganarticlesimplylisttheoverviewdetailsandthearticlenumberreferencedasthescopeofwork.Save-SelectSavetoensuretheTaskissetpriortoexitingthetaskviewpage..GoogleDocsandAttachments–Allowstheusertoattachrelevantfilesthatarenon-Articleinnature.

UploadFiles–ProvidestheuserastandardMicrosoftfilesystemselectionwindow.

SALESFORCESIGNATURE:EstablishingasignatureinyourSalesForceprofile:

NOTE:

Asingularformatwillbedevelopedforthesupportteam.

AllmemberswillpopulatethisfieldwithsaidstandardContactInformation.

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DASHBOARD:

Thisisstillindevelopment–NONEofthisisoperationalatthistimebutknowtherewillbeaDASHBOARDwiththeSupportdepartmentsKPI’slisted.

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MinimumRequirementsforOpeningaNewCase

CasewithNOContactName:

RequiredFieldstoopenasupportCase:NOTE:ContactName–Ifnocontactnameisfoundinthedatabasea“ContactUnknown”canbeusedtofulfilltherequirementinopeningacase.

- Accountnamewillautofillastheusertypestolocatetheexactnameaslistedfromthedatabase.- Contactnamewillalsoautofillasalocationornameisentered- Status–WillbesetatNEWuponcreationofanewcase.- TYPE–Helpsdefinetheissueorfiltertoworkgroups.- CaseOrigin–Howthecontactflowedintotheorganization.- Subject–Isnotcurrentlyarequiredfieldbutthismaychangedependingonneedsiftheorganizationsees

potentialissuesinlackofdetail

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Subscriptoin/LicenseVerification

NOTE:MostCasesaregoingtorequirethattheCasebeOpened/SavedbeforetheTechnicianisabletoconfirmthesubscriptionlevelorsubscriptiondetails.ViewingaCaseonceithasbeensaved,theUsercanverifythelevelofsubscriptionandeditthecasetoreflectnextsteps.

EcoCareLevelisConfirmed

ByselectingthepencilicontheDetailsscreenbecomesactiveforanyfieldsneedingupdatingbasedonwhatisdeterminedintheSupportSubscriptiondetails.

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NoEcoCareandCustomerWantsService

CasewillbeopenedandflowintotheSupportqueueforworkasasupportticket.

- Status=New- Type=Subscription- Subject=Needstohavesomerelevantcommentfordescription

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NoEcoCare–NoServiceNeeded

CustomerisinformedthatthesitehasnoAgreement/subscriptioninplace.

CustomerDoesnotwanttopurchaseservicesatthistime.

• Status=Closed• Type=Subscription• Subject=Containsrelevantdetailsofthecustomernotwantingtoproceed.