Latest revision as of 18:56, 17 April 2018

Salesforce Quick Reference

Case Status

Always change this field first.

-None-

Case is available to all agents. Same as Open

On Hold

Not in use, yet.

Escalated

Not in use, yet.

Open

Case is available to all agents. Any agent able and willing to take the case, may do so, and assign the case to themselves

Pending

Email to customer has been sent, case has been opened, and we are waiting for a response from customer.

Resolved

Issue resolve, no further action needed.

New

Case is available to all agents. Same as Open

Pending RMA Approval

Case is pending manager approval for a RMA

RMA Approved

Manager has approved RMA

Auto-Close

Cases with a status of, "Pending" will auto close and status will change to, "Auto-Closed" after 3 days of inactivity.

Case Owner

The following case owners are Queues, and if a case is assigned to any of the below, the case is available for any agent to take ownership of:

• All DNA TS Agents
• Alpha Queue
• Dealer Queue
• Internal Queue
• LeChange Queue
• New Case Queue
• Voicemail Queue

The following queues are currently not in use or off limits for Dahua Technical Support:

• Leads Queue
• Honeywell Queue (Except Michael's Team)
• Alpha Queue (Except Alpha Team)

Email Policy

No emails are to be sent to any outside customer, or Dahua Sales staff via Outlook or Office.com. All correspondence must be sent through Salesforce. No exceptions. Customer should be sent an email for every case. Outbound email should always be changed to, "Support.USA@Global.Dahuatech.com" or the email that corresponds to the queue that case originally came from.

Case Level

Case level is an indication of the level of difficulty based on certain criteria:

Level 0

• Pre-Sales / AFK
• 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

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

Phone Numbers

Email Addresses

Omni-Channel

Omni Channel is a Salesforce feature that will dynamically route open cases to agents in the appropriate queue.

Available for Cases - Open cases will dynamically be presented to you. Clicking, "Accept" will change owner of that case.

Unavailable for Cases - Cases will not be routed to your inbox.

Shoretel Plugin

Click "Update" to Save the Details of each Call

After each call is completed, before handling another call, click the “DONE” button in the CTI widget. This ensures that the details of the call are properly recorded in the application.

If the caller exists in the sytem, their information will pop up automatically.

If you scroll down to, "Activity History" you will see all the open tickets for this contact.