:Process/Reporting April

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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"

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.