:SF Update

Salesforce Dev Log

Week 1

Complete

• 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

Pending

-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

• Added Madeline to New Case Queue, and All DNA TS Agents Queue

-Added French Queue -Added, "Video Intercom" to Case Custom Field, "Problem Type" -Added Case Custom Field, "Case Level" -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" -Edited, "Case Team Member Role" Standard User to Case, "Read/Write" level

• Added, "Video Intercom" to "Problem Type" case field
• Added "Company Type" for Contact Field

-Created new, Global Value Set called, "Customer Type" -Created, "Internal Queue" -Renamed, "Sales Queue" to "Leads Queue" -Added Email-2-Case account, "InternalSupport.USA@global.dahuatech.com"

-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

• Reconfigured Sales Queue to No Agents, Perla only.
• Changed "Sales Queue" to "Leads Queue"
• Created Internal Queue

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