Difference between revisions of ":SF Update"
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− | + | =Salesforce Dev Log= | |
− | + | ==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 | ||
− | |||
====Pending==== | ====Pending==== | ||
− | * | + | |
− | *Redo Queues, add TCs, ensure agents are all in the correct queues, test after Eric applies | + | ====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 | |
− | + | *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
Contents
Salesforce Dev Log
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
- Case Merge: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N30000000qE4TEAU
- Astrea Case Merge: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EouGRUAZ
- https://appexchange.salesforce.com/servlet/servlet.FileDownload?file=00P3A00000Y1nTIUAZ
- Email to Lead: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N300000016cRqEAI
- Reporting and Queues: https://salesforce.stackexchange.com/questions/175895/how-can-i-create-report-on-queues-and-queue-members
- 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
- Web2Lead Example: Web2Lead Testbed
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
- 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 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