Difference between revisions of ":Process/Reporting April"

Latest revision as of 16:35, 30 April 2019

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Week 1: March 31 to April 6

Salesforce Backend Changelog

• add Lorex LTS name to Assisted By picklist.
• add Vitaliy and Kevin to Tier 2 and 3 queue.
• Fixed Workflow, "DNA_RMA_Reason_Required"
• Disabled workflow, "LX-Escalated Level 3"
• Created validation rule, "LX_Assisted_By_to_Escalate" - Assisted By field is mandatory for escalating a case.
• add Case Field for Attempts > 1, 2, 3 picklist - this must show on Case Activity History
• "Contact Remarks" Case Field added to DNA, FLIR, Empower, and Lorex
• 1 April 2019-Accounts Issue Round 1
• 2 April 2019-Accounts Issue Round 2
• "DNA-Activity History" Task workflow rule created
• "Notes" Customer Activity Field created
• Added several fields to Activity Tracker
• Updated Case Validation Rule, "DNA_Product_Required_to_Escalate" to include FLIR Devices
• Added, Flir Client 12, Surveillance Client Mac, Lorex Client 13, FLIR Secure to, "LX Apps" Case Field
• LTS - Password Reset HTML –Email Template has been created
• Maria Rey, Juan Hoyos, Jaime Hernandez added to Case Field, "Assisted By"

Pending:

• see if possible to make alert for duplicate email when creating Salesforce Contact
• see if possible to include Change Status to Case Activity History

Week 1: April 7 to 13

Salesforce Backend Changelog

• ...

Week 3: April 14 to 20

Salesforce Backend Changelog

• LX-uJet LiveChat Routing Workflow Rule Created
• "LiveChat Case" Case Field Added
• LX-uJet LiveChat Tag Case Workflow created and activated
• LX-LX Record Type field update created and added to, "LX-uJet LiveChat Tag Case Workflow"
• LX-Tier 2 Vitaliy Workflow Created
• LX-Owner Vitaliy Field Update Created
• LX-Tier 2 Kevin Workflow Created
• LX-Owner Kevin Field Update Created
• LX-Waiting on Support field update created
• Lorex Tier 2 REAL-Case List View Created
• LX-App Support Queue Field Update Created
• LX-App Support Queue Routing Workflow Created
• LX-Case Type=Customer Service Field Update Created
• Requested we block mailer-daemon@googlemail.com
• Case Field, "Followup Action" added
• DNA-Followup Reminder Email to Agent Email template created
• Created, "DNA-Followup Reminder" email alert
• Created, "DNA-Reminder to Agent Followup" workflow rule
• Created, "DNA-Notice to Supervisor" Email Template
• Created, "DNA-Notice to Supervisor" Email Alert
• Fixed Omni Channel

Week 4: April 21 to 27

Salesforce Backend Changelog

• Email to Case - Lorex-Secure Support, change the default Case Origin to Email.
• Added, "Dahua HQ, JP&Nicky, Product Manager, Jimin, Steven, and Andrew & Kia" fields to, Case Field, "Waiting on Team"
• Added, RMA Status = RMA Waiting on Lorex Warehouse, for Advance RMA case, when we shipped the unit to the customer, and customer has sent their defective unit, but we need to wait for Lorex Warehouse to scan the device, and put it on official received list.
• Added, permission to view Lorex App Support Queue to Role:LX-Technician, LX-Technical Team Leader

Facets of Salesforce HQ Magically Fucked Up This Week

• Escalated cases now de-escalate when status is changed to, "Resolved" -00599083
• Some DNA Products do not add to case properly making it impossible to escalate some cases.