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:Process/Reporting April
Contents
Link to Master Reporting
Click here to access Master Reporting
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.
