:Internal Only/Process/Employee Handover Process
Contents
Employee Termination Handover Process
Overview
When employees leave the company, their Salesforce account will continue to exist temporarily until the account is repurposed for a new employee. Before the account can be repurposed, the team lead will need to take all existing cases assigned to the departing agent, and assign those cases to themselves. Once complete, the account can be repurposed, and any pending tickets can be redistributed to their team for followup.
Process
Create New Case View
1. From the, "Cases View" in Salesforce, click, "Create New View"
2. For, "View Name" input, "EMPLOYEES_NAME" + "Handover View"
3. Under, "Filter By Owner" select, "All Cases"
4. Under, "Filter By Additional Fields" Select, "Owner Name"
5. Operator should be, "equals"
6. Value should be, "Employee's First Name" + "Employee's Last Name"
7. For the next row, select, "Status" under field.
8. For, "Operator" select, "not equal to"
9. Click on the magnifying glass icon.
10. In the new window, select the following:
- Closed
- Resolved
- Auto-Closed
- Closed-Auto
- Closed-Resolved
11. Click, "Insert Selected"
12. For the next row, select, "Status" again under field.
13. Click on the magnifying glass icon.
14. In the new window, select the following:
- Closed-cx no response
- Closed-SPAM
15. On the next row, under "Field" select, "Case Status"
16. For, "Operator" select, "not equal to"
17. Click on the magnifying glass icon.
18. In the new window, select the following:
- Resolved
- Closed
16. Click, "Insert Selected"
17. (If Visible) Ensure under, "Step 4. Restrict Visibility" that, "Visible only to me" is selected.
18. Click, "Save"
Assign Cases to Team Lead
1. Select the view you just created.
2. Click the box icon, to the left of, "Action" to select all the cases.
3. Click, "Change Owner"
4. Click on the magnifying glass icon.
5. Input your name into the field at the top of the window, and click, "Go"
6. Click on your name in the lower portion of this window.
7. Click, "Save"
All of the departing agents cases should now be assigned to you.
