Difference between revisions of ":SF Update"

(Pending)
(LeChange)
 
(54 intermediate revisions by the same user not shown)
Line 1: Line 1:
==Salesforce Dev Log==
+
=Salesforce Dev Log=
===Salesforce Links===
+
==Bad Case Log==
 +
*Case 10369 -RMA for BS Reason
 +
*Case 11240 -Ordered NVR6A08-64 recieved NVR6A08-32
 +
 
 +
==Salesforce Links==
 
*My Notes: https://developer.salesforce.com/page/The_%22My_Notes%22_Console_Footer_Component
 
*My Notes: https://developer.salesforce.com/page/The_%22My_Notes%22_Console_Footer_Component
 
*Case Merge: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N30000000qE4TEAU
 
*Case Merge: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N30000000qE4TEAU
Line 9: Line 13:
 
*Email to Lead 2: https://automationchampion.com/2014/03/27/email-to-lead-with-help-of-visual-workflow/
 
*Email to Lead 2: https://automationchampion.com/2014/03/27/email-to-lead-with-help-of-visual-workflow/
 
*Object Converter: https://appexchange.salesforce.com/listingDetail?listingId=a0N30000003JeOiEAK
 
*Object Converter: https://appexchange.salesforce.com/listingDetail?listingId=a0N30000003JeOiEAK
 +
*Web2Lead Example: [[Internal:SF_Web2Lead_Testbed|Web2Lead Testbed]]
 +
==Product Issues==
 +
===DDNS===
 +
{| class="wikitable"
 +
|Case
 +
|Server
 +
|DDNS Address
 +
|-
 +
|11081
 +
|quickddns.com
 +
|4c11bf273b3.quickddns.com
 +
|-
 +
|11096
 +
|DahuaDDNS.com
 +
|silverfountain.dahuaddns.com
 +
|-
 +
|11055
 +
|DahuaDDNS.com
 +
|masonboroy1.quickddns.com
 +
|-
 +
|
 +
|
 +
|
 +
|}
  
 +
==Salesforce Features That Worked In the Past, but HQ Broke==
 +
===April 16 to April 20===
 +
*11805 -Avigilon Case, software needed
 +
*12342 -NKB1000 Followup
 +
*12406 -Thermal Camera
 +
*Stuart Lowe -Laser PTZ Issue with Wiper
  
 +
====LeChange====
 +
*12557
 +
*12790
  
===Week 2===
 
 
====Pending====
 
====Pending====
  
*Add Shoretel ECC to Lowerbar
+
 
*Redo Queues, add TCs, ensure agents are all in the correct queues, test after Eric applies changes
+
====Hold====
 +
*Need to be able create customer report types: https://help.salesforce.com/articleView?id=reports_defining_report_types.htm&type=5
 +
*No longer able to edit or create reports
 +
*Case 11673: JP and Tha Unable to send email
 +
*Case 11667: Maddi Unable to send email
 +
*Unable to run report, "DNA Standard Users Login"
 +
*Create, "Escalated Case Queue" and associated routing rules
 +
*Get TCs ability to view and modify cases
 +
===Complete===
 +
*Privilege Error for Peter: 10873, 10875, 10531
 +
*No longer able to access Omni-Channel Supervisor
 +
*Unable to search cases by customer name
 +
*Inbound calls no longer pop up customers information in Salesforce. Shoretel integration
 +
*Omni-Channel now assigning case to multiple agents simultaneously
 +
*Related Cases no longer populating in cases
 +
*Get ability to remove products from cases
 +
*Unable to modify my Dashboards
 +
*Unable to receive Shoretel Report. -5 attempts with Support
 +
*Tha not able to see Products section
 +
*Redo Queues, add TCs, ensure agents are all in the correct queues, test after Eric applies change
 +
*Configure Chrome for Serial Tracker: https://pearsonnacommunity.force.com/support/s/article/How-to-display-mixed-content-with-Google-Chrome-Internet-Explorer-or-Firefox-1408394589290
 +
*Case merge occasionally working
 +
*Troubleshoot Shoretel integration issue with Alex, Tha, and William
 +
*Create new method of adding products. See, "Customer Objects" => "Product"
 +
*Peter unable to login to Salesforce
 +
*Create new outbound deployment set removing Case2Lead
 +
*Add Products to Cases-proper
 +
*Test Product section
 +
*Write Product documentation
 +
*Fix Honeywell routing
 +
*Update Shoretel Plugin: https://ap6.lightning.force.com/packagingSetupUI/ipLanding.app?apvId=04t50000000LlrT
 +
*Shoretel Phones and Secondary Internet Line at Irvine Down 1.24.2018
 +
*Internal Queue routing was broken, fixed it
 
*Create Task from inbound E2C Leads Queue
 
*Create Task from inbound E2C Leads Queue
 
*Create FTP for Jacky on DahuaWiki
 
*Create FTP for Jacky on DahuaWiki
 
+
*Reconfigure Dashboard, and Reports so that all agents are able to see
====Complete====
+
*Fix Case Status vs. Status
 +
*Add Shoretel ECC to Lowerbar
 
*Distribute AnyDesk to staff
 
*Distribute AnyDesk to staff
 
*Added, "Video Intercom" to Case Custom Field, "Problem Type"
 
*Added, "Video Intercom" to Case Custom Field, "Problem Type"

Latest revision as of 21:22, 18 April 2018

Salesforce Dev Log

Bad Case Log

  • Case 10369 -RMA for BS Reason
  • Case 11240 -Ordered NVR6A08-64 recieved NVR6A08-32

Salesforce Links

Product Issues

DDNS

Case Server DDNS Address
11081 quickddns.com 4c11bf273b3.quickddns.com
11096 DahuaDDNS.com silverfountain.dahuaddns.com
11055 DahuaDDNS.com masonboroy1.quickddns.com

Salesforce Features That Worked In the Past, but HQ Broke

April 16 to April 20

  • 11805 -Avigilon Case, software needed
  • 12342 -NKB1000 Followup
  • 12406 -Thermal Camera
  • Stuart Lowe -Laser PTZ Issue with Wiper

LeChange

  • 12557
  • 12790

Pending

Hold

Complete

  • Privilege Error for Peter: 10873, 10875, 10531
  • No longer able to access Omni-Channel Supervisor
  • Unable to search cases by customer name
  • Inbound calls no longer pop up customers information in Salesforce. Shoretel integration
  • Omni-Channel now assigning case to multiple agents simultaneously
  • Related Cases no longer populating in cases
  • Get ability to remove products from cases
  • Unable to modify my Dashboards
  • Unable to receive Shoretel Report. -5 attempts with Support
  • Tha not able to see Products section
  • Redo Queues, add TCs, ensure agents are all in the correct queues, test after Eric applies change
  • Configure Chrome for Serial Tracker: https://pearsonnacommunity.force.com/support/s/article/How-to-display-mixed-content-with-Google-Chrome-Internet-Explorer-or-Firefox-1408394589290
  • Case merge occasionally working
  • Troubleshoot Shoretel integration issue with Alex, Tha, and William
  • Create new method of adding products. See, "Customer Objects" => "Product"
  • Peter unable to login to Salesforce
  • Create new outbound deployment set removing Case2Lead
  • Add Products to Cases-proper
  • Test Product section
  • Write Product documentation
  • Fix Honeywell routing
  • Update Shoretel Plugin: https://ap6.lightning.force.com/packagingSetupUI/ipLanding.app?apvId=04t50000000LlrT
  • Shoretel Phones and Secondary Internet Line at Irvine Down 1.24.2018
  • Internal Queue routing was broken, fixed it
  • Create Task from inbound E2C Leads Queue
  • Create FTP for Jacky on DahuaWiki
  • Reconfigure Dashboard, and Reports so that all agents are able to see
  • Fix Case Status vs. Status
  • Add Shoretel ECC to Lowerbar
  • Distribute AnyDesk to staff
  • Added, "Video Intercom" to Case Custom Field, "Problem Type"
  • Add, "Notes" to bottom bar
  • Unable to, "Reply" to emails. Case 8563 and 8622 -Tha
  • Alex unable to send emails
  • Maddi not in VM Queue
  • Correct Permissions for Merge Case App
  • Fix Sales IVR routing
  • Fix French Queue VM routing
  • Michael unable to see OmniChannel Supervisor
  • Add Tha to Call Center, "ShoreTel for Salesforce v5.3"
  • Perla needs Service Cloud User, added
  • Alex needs Service Cloud User, added
  • Added Email-2-Case account, "InternalSupport.USA@global.dahuatech.com"
  • Add, "support.usa@lechange.com" to Production
  • Alpha VMs not attaching Recording
  • Created, "Internal Queue"
  • Renamed, "Sales Queue" to "Leads Queue"
  • Routing Configurations
  • Added, "French Routing"
  • Added, "Alpha Routing"
  • Added, "New Case Queue Routing"
  • Added, "Dealer Routing"
  • Added, "LeChange Routing"
  • Added, "Voicemail Routing"
  • Added, "Honeywell Routing"
  • Added, "Sales Routing"
  • Added, "All DNA TS Routing"
  • Added, "RMA Routing"
  • Added Routing Configuration to the following Queues:
  • All_DNA_TS_Agents
  • Alpha Queue
  • Dealer Queue
  • French Queue
  • Honeywell Queue
  • LeChange Queue
  • New Case Queue
  • RMA Queue
  • Sales Queue
  • Voicemail Queue
  • Added Case Custom Field, "Case Level"
  • Added French Queue
  • Added, "Omni Channel Supervisor" to, "NA - Standard User" Profile
  • Modified, "DNA Tech Support" Case Layout to include, "Case Level"
  • Created, Predefined Case Team, "DNA Call Center"
  • Created, Predefined Case Team, "DNA TV"
  • Reconfigured Sales Queue to No Agents, Perla only.
  • Changed "Sales Queue" to "Leads Queue"
  • Created Internal Queue
  • Modified Case Field, "Type" to no longer be required and hidden in DNA Case View.
  • Edited, "Case Team Member Role" Standard User to Case, "Read/Write" level
  • Added Remote Site -DNA_DahuaWiki
  • Added Remote Site -DNA_LearnDahua
  • Added Remote Site -DNA_Dahua_Work
  • Added Remote Site -DNA_Dahua_Work2
  • Added Remote Site -DNA_Dahua_Work3
  • Added Remote Site -DNA_Dahua_Work4
  • Confirm Alex's account, and add to queues
  • Look into Maddi's account and why it cannot see cases or queues
  • Added Madeline to New Case Queue, and All DNA TS Agents Queue

Previous Weeks

Complete: Week 1

  • Deactivated all accounts in Desk.com
  • Removed all email routing into, and out of Desk.com
  • Rerouted all email accounts into Salesforce
  • Create Outbound Change Set, "DNA New Queues"
  • Create Sales Queue
  • Create Honeywell Queue
  • Delete LiveAgent Queue
  • Delete Group 1 Queue
  • Delete Group 2 Queue
  • Delete Group 3 Queue
  • Remove Serial Tracker Icons
  • Remove Dahua Wiki Icons
  • Remove Submit
  • Remove Reassign
  • Rerouted inbound E2C support.usa@global.dahuatech.com from Queue, "All DNA Tech Support" to "New Case Queue"
  • added LeChange Queue
  • added Honeywell Queue
  • Added, "RMA Queue"

-Modified Routing Configuration, "New Case Queue" increased Push Time to 30 seconds

  • Added Madeline to CallCenter
  • Added, "rma.usa@global.dahuatech.com" Email2Case -NEED ACTIVATION
  • Added, "sales.usa@global.dahuatech.com" Email2Case -NEED ACTIVATION
  • Updated, "DNA VoicemailRouting" Workflow
  • Added "support.usa@lechange.com" to Email-to-Case in Sandbox
  • Added, "DNA Honeywell Queue" workflow

Bug Hunt

  • William Valencia can't change case owner:
4117
4044
4132
4133
4134
4135
4136
4137
8325
4115
4117
4130
4133
4134
4135
4136


  • Tha Duong cases getting stolen by System Admin:
4141
4110
4112
4107
4092
  • Status = Resolved, Owner Changing to Voicemail Queue