Difference between revisions of ":Salesforce"
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*Case must be closed before moving onto the next case | *Case must be closed before moving onto the next case | ||
*If a customer calls in and asks to be transferred to another agent, tell them this, "We do not have the ability to transfer calls, but I can assist you with your case..." and deny the request | *If a customer calls in and asks to be transferred to another agent, tell them this, "We do not have the ability to transfer calls, but I can assist you with your case..." and deny the request | ||
| + | ==Case Levels== | ||
| + | *Level 0 | ||
| + | *Level 1 | ||
| + | *Level 2 | ||
| + | *Level 3 | ||
Revision as of 18:09, 15 February 2018
Contents
Salesforce
Getting Started
(Under Construction)
Routing: Omni-Channel
Telephony: Shoretel/Mitel
Manuals
Instructions
- Install Connect Client
- How to Log a Call
- Login_and_Take_Calls
- Logout_for_Break
- Logout_go_Home
- Wrap_up
Shoretel Server Status
Links and Resources
Process Quick Reference
- Must use Chrome
- Case must be created or updated for every customer interaction
- Email must be sent to customer for every customer interaction
- Case must be closed before moving onto the next case
- If a customer calls in and asks to be transferred to another agent, tell them this, "We do not have the ability to transfer calls, but I can assist you with your case..." and deny the request
Case Levels
- Level 0
- Level 1
- Level 2
- Level 3
