Difference between revisions of ":Salesforce"
(→Case Levels) |
(→Level 1) |
||
| Line 49: | Line 49: | ||
*Do not require a remote login | *Do not require a remote login | ||
*Can be resolved in 20 minutes or less | *Can be resolved in 20 minutes or less | ||
| + | *1 email interaction | ||
===Level 2=== | ===Level 2=== | ||
Revision as of 18:12, 15 February 2018
Contents
Salesforce
Getting Started
(Under Construction)
Error creating thumbnail: Unable to save thumbnail to destination
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
- 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
