Revision as of 17:38, 21 June 2018

Salesforce

Getting Started

(Under Construction)

• Quick Reference

• Login and Basic Setup

• UI Interface Map

• How to create a new contact

• How to create a new case

• How to use the SalesForce search bar

• How to Add a Product

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
• Escalation Process
• RMA Process

Shoretel Server Status

• https://oneview.mitel.com/s/trust

Links and Resources

• MITEL FOR SALESFORCE (MICLOUD CONNECT/CONNECT ONSITE)

Process Quick Reference

1. Must use Chrome

2. Case must be created or updated for every customer interaction

3. Email must be sent to customer for every customer interaction

4. Case status must always be set to, "Pending"

5. 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

6. Must login to Shoretel ECC at beginning of every shift.

7. Must login to Omni-Channel and Salesforce at beginning of every shift.

8. Any issues that prevent you from logging cases or logging into any system must be reporting within an hour of the issue occurring. Failure to report a problem or issue will result in your PBC being negatively impacted.

9. Meetings and training must be scheduled and/or approved by management ahead of time.

Troubleshoot

Shoretel Phone Integration Stuck on Loading

1. Login to SF, My Settings (listed top right under user’s name)

2. Depending on version of SalesForce select “Personal > Personal Info” or “Edit my contact settings”

3. Enter Mitel number in “Work” field or “Phone Number” field, Save.

4. Clear browser cache

5. Close browser, re-open and relaunch SalesForce

6. CTI should display login info now

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 sent email interaction to customer

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