:Salesforce

Revision as of 18:12, 15 February 2018 by JP (talk | contribs) (Level 1)

Salesforce

Getting Started

(Under Construction)

SalesforceIcon.png

Routing: Omni-Channel

SF UI Overview7.png

Telephony: Shoretel/Mitel

SF Salesforce Infographic.png

Manuals

Instructions

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

  • Caller doesn’t own a system yet
  • Caller is away from system, and we are unable to troubleshoot

Level 1

  • Do not require a remote login
  • Can be resolved in 20 minutes or less
  • 1 email interaction

Level 2

  • Requires a call back
  • Requires Remote Desktop
  • Requires monitoring to assess if issue was resolved
  • Requires hands on testing
  • Second time customer has called in about this issue

Level 3

  • Requires R&D input
  • Third or more attempt by customer to get issue resolved
  • Issue has been unresolved for 7 days or more