Who's Who & What's What
A customer service representative who uses Salesforce tools to interact with customers and manage support cases.
Agent
Notes within a case to inform all user’s what actions were taken or need to be done.
Case Comments
The channel type partner.
Work Partner
Section containing AW #, Account Name, Phone number, Account Sales Manager, TSM, if they are a Service Provider, what product available with them, etc.
Account Details
The number assigned to the case by the Order Support System.
Case Number
There are rules in Omni-Channel that drive how the system prioritizes work with the designations of P1, P2, P3, etc.
Priority
Name of the Dealer.
Account
Status bar in each individual case representing the case’s progress.
Case Status Check Bar
Move the case to a different agent or team using Skill-Based Routing logic.
Re-Route Case
Person speaking to the Salesforce user from the Dealer Account location.
Contact Name
The original Case created manually or automatic for a specific order or concern.
Parent Case
How Order Support will push work to available users.
Skills Based Routing