:Internal Only/Process

Policy & Procedure

EMERGENCY

• System Down Emergency Process

Salesforce

• Employee Termination Handover Process
• Quick Reference

• Login and Basic Setup

• UI Interface Map

• How to create a new contact

• How to create a new case

• How to Add a Product

• Omni Channel

Telephony

• 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
• How to Use Email Templates

Mobile

• How to Change Case Owner via Mobile
• How to Assign Case to Technical Support

Shoretel Server Status

• https://oneview.mitel.com/s/trust

Links and Resources

• MITEL FOR SALESFORCE (MICLOUD CONNECT/CONNECT ONSITE)

RMA

• RMA Process

Quality Control

• Escalation Checklist

Dahua Device Instructions

• Password Reset Process