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Process
Documentation
Big Changes!
Cases
Expectations
100
How your teammates know you have a case covered and they should not pick it up.
What is the updated Case Owner field?
100
All the places a written account of your efforts should be documented when completing a queue case.
What are the Case Description and the SAP Notes?
100
Account managers now using the backup-queue system
Who are AMs on Team Hood, Team Pentella, Team SNL, and Team Drainville?
100
Three types of cases that you should not pick up, and should wait for your Team Lead to delete.
What are cases sent to support with the AM cc'ed, automatic emails from Chatter, and personal emails?
100
Your responsibility during your scheduled queue time.
What is checking the queue frequently and actively picking up cases?
200
The correct Case Type to select within your Queue case
What is Team Drainville Email Queue?
200
The location all emails pertaining to the queue should be sent from
What is within the Salesforce case?
200
From now on, you do not need to change this field when sending an email from a queue case.
What is the From field? (You can now leave this as your own name!)
200
Places you should look to catch up on your accounts when returning to work after being OOO
What are your Outlook inbox, the account detail tabs under Cases Submitted on Behalf of, and the SAPs?
200
The maximum amount of time it should take for a case to change ownership.
What is 2 hours?
300
When you pick up a case that involves a complicated issue, which you must escalate to another team, and will take some time to solve, you should always do this.
What is reach out to the sales rep or dealer to let them know the case is being handled?
300
When you are finished with a case, you should make sure to do this.
What is close the case?
300
An area of Salesforce that you no longer need to check when working the queue.
What is the Tasks section? (no longer necessary)
300
The steps you must take when you discover you need to take a sick day?
What are text your Team Lead and Manager, click the webmail link, and turn on your OOO Auto Replies.
300
The goal time for a case to be completely resolved
What is 4 hours?
400
What you should do if you handle a case that pertains to a general question, rather than a specific account.
What is enter the market name under Secondary Account Field and tag the AM in the case's Chatter feed.
400
All emails sent to your inbox while you are OOO will do this.
What is remain in your inbox, with a copy send in to the queue?
400
You only need to Chatter at the AM from within the case in this scenario
What is when the case does not pertain to a specific account?
400
All team members should use identical text for this outbound message.
What is your OOO auto-reply message?
500
One non-mandatory field in the queue cases that you should ALWAYS complete.
What is LOE? (Also, Description)
500
True or False: We want to read your emails from Chipotle, your hair salon, and your mom when working the queue.
What is FALSE (not tralse). Make them stop coming to your work email please!
500
Fields we now have reporting on in regards to the queue.
What are time to ownership, LOE, total business hours, and number of cases for each person?
500
Who will be listed as the Contact name for a queue case?
Who is the AM who is OOO?
500
When you know you are going to be OOO the next day, you should do these things.
What is notify your sales reps, turn on your OOO using the time guidelines, make sure you are using the standard OOO message.