:SF Update

Revision as of 20:08, 19 January 2018 by JP (talk | contribs) (Complete)

Salesforce Dev Log

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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


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:
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