:SF Update

Salesforce Dev Log

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

Week 2

Pending

• Add Shoretel ECC to Lowerbar
• Redo Queues, add TCs, ensure agents are all in the correct queues, test after Eric applies changes
• Create Task from inbound E2C Leads Queue
• Create FTP for Jacky on DahuaWiki

Complete

• 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:

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• Tha Duong cases getting stolen by System Admin:

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• Status = Resolved, Owner Changing to Voicemail Queue