Difference between revisions of ":Salesforce Quick Reference"
(Created page with "=Salesforce Quick Reference= ==Case Status== Always change this field first. ;-None- :Case is available to all agents. Same as Open ;On Hold :Not in use, yet. ;Escalated...") |
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| + | ==Case Owner== | ||
| + | The following case owners are Queues, and if a case is assigned to any of the below, the case is available for any agent to take ownership of: | ||
| + | |||
| + | *All DNA TS Agents | ||
| + | *Alpha Queue | ||
| + | *Dealer Queue | ||
| + | *Internal Queue | ||
| + | *LeChange Queue | ||
| + | *New Case Queue | ||
| + | *Voicemail Queue | ||
| + | |||
| + | The following queues are currently not in use or off limits for Dahua Technical Support: | ||
| + | |||
| + | *Leads Queue | ||
| + | *Honeywell Queue (Except Michael's Team) | ||
| + | *Alpha Queue (Except Alpha Team) | ||
| + | |||
| + | ==Email Policy== | ||
| + | No emails are to be sent to any outside customer, or Dahua Sales staff via Outlook or Office.com. All correspondence must be sent through Salesforce. No exceptions. Customer should be sent an email for every case. | ||
Revision as of 16:57, 21 December 2017
Salesforce Quick Reference
Case Status
Always change this field first.
- -None-
- Case is available to all agents. Same as Open
- On Hold
- Not in use, yet.
- Escalated
- Not in use, yet.
- Open
- Case is available to all agents. Any agent able and willing to take the case, may do so, and assign the case to themselves
- Pending
- Email to customer has been sent, case has been opened, and we are waiting for a response from customer.
- Resolved
- Issue resolve, no further action needed.
- New
- Case is available to all agents. Same as Open
Case Owner
The following case owners are Queues, and if a case is assigned to any of the below, the case is available for any agent to take ownership of:
- All DNA TS Agents
- Alpha Queue
- Dealer Queue
- Internal Queue
- LeChange Queue
- New Case Queue
- Voicemail Queue
The following queues are currently not in use or off limits for Dahua Technical Support:
- Leads Queue
- Honeywell Queue (Except Michael's Team)
- Alpha Queue (Except Alpha Team)
Email Policy
No emails are to be sent to any outside customer, or Dahua Sales staff via Outlook or Office.com. All correspondence must be sent through Salesforce. No exceptions. Customer should be sent an email for every case.
