:Salesforce

Salesforce

Getting Started

(Under Construction)

• Quick Reference

• Login and Basic Setup

• UI Interface Map

• How to create a new case

• How to use the SalesForce search bar

Routing: Omni-Channel

• Omni Channel

Telephony: Shoretel/Mitel

• ECC Toolbar

Manuals

• Shoretel for Salesforce Users Guide

Instructions

• Install Connect Client
• How to Log a Call
• Login_and_Take_Calls
• Logout_for_Break
• Logout_go_Home
• Wrap_up

Shoretel Server Status

• https://oneview.mitel.com/s/trust

Links and Resources

• MITEL FOR SALESFORCE (MICLOUD CONNECT/CONNECT ONSITE)

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