Defects & Errors
Prior to a call, these are the resources that are available for me to review prior to contacting assist.
What is your Team Sharepoint page, Planned fixes and improvements SFD page (WEB6007529), Knowledge Articles (Your Department and Market Test Teams for SFD) Team Chat, emails that provide updates/diags/ the defect tracker, and your notes?
Note that the resources you need will vary by department. The ones provided here are general.
This is the place where the branch can find resources on tasks and interactions notes.
What is Ed Cast? There, you can search for key terms related to topic in question such as Tasks, Interaction Notes, Historical Activities, Interest Tags, Etc. Other key terms could be Profiles, Relationship Groups, etc.
This is the place where we can locate a contact ID for the relationship group/prospect/client/entity profile.
What is the Details tab of the Relationship Groups?
For relationship groups go to the Relationship Group> Details> locate DB2 Relationship ID under System Information.
What is the Details tab of the Prospect Profile?
For Prospect go to the prospect profile > Details> locate DB2 Contact ID under Profile Information.
What is the Details tab of the client profile?
For Client go to the client profile> Details> locate DB2 Contact ID under Account Information.
What is the Details tab of the entity profile?
For an Entity go to the entity profile> Details> locate DB2 Contact ID under System Information.
These are the resources that are available to help navigate access issues for OnCalls.
What are WEBPAGE/Knowledge article/SFD Support Team -- WEB6007900 / Find on-call scheduler in SFD Article 5825 / On-call BOA Access issues in SFD Article 4947 / ECT SFD Support Team through Connect with Us?
**While anyone can provide these webpages, the SFD Support Team helps with access issues for on-calls. Other skill lines can directly conference with them via ext. 36693 or direct the branch caller to the Connect with Us for support in this area.
This is the team that supports a defect or error with a network connection when the contact is a beneficiary.
What is Retirement Services 1931083 (for branch #83) prompt 2, sub-prompt 4 or ext. 36599?
Knowledge articles are available to help explain, and correct system generated tasks that tell the branch a relationship group needs to be selected for an appointment a client has scheduled. True or False?
What is Article 4950 System Generated Tasks?
There are many valuable knowledge articles available. For this specific call driver, Article 4950 System Generated Tasks regarding an appt. is available to help you navigate the branch to resolution.
This is the way you would add a new person prospect profile to an existing relationship group.
What is to choose existing relationship group during the creation of the person prospect profile?
*Please note that this functionality is currently not available for home office associates.
This is the escalation process for Branch associate access issues to an account.
What is the SFD Support Team process?
The SFD Support Team has a process for this; if there are access concerns, the SFD Support Team should be contacted.
Deleted prospects/relationship groups are recoverable in SFD. Is this statement true or False?
What is False? Deleted prospects/relationship groups are not recoverable; avoid deleting these to try and correct an error, it often makes the solution more challenging.
This is the team that supports questions on tasks in SFD.
What is the SFD Support Team (ECT department)?
Branches must use connect with us to contact. HOAs can use ext. 36693 for conference or transfer needs. Review the Contact ownership map available to identify the appropriate support areas for each topic.
This is when the branch can change the relationship group an account is housed in.
What is AFTER the account dashboard shows an Active Status?
**Wait until all paperwork is in and approved on all accounts that are being combined in the RG! This will prevent their financial foundation from being altered and invalidating proposals.
This is what you can do to help before getting the branch to the SFD Support Team in the case that an account should be in SFD but is not visible to the branch associate or is populating in JCMS when HOA puts the number in My Desktop.
What is basic troubleshooting?
You can have the branch try refreshing or restarting their browser. If that does not correct the issue, they can clear the cache, complete a GPUdate, and a reboot. If this does not correct the issue, the SFD Support Team will need to be contacted.
The SFD Support Team supports and escalates all error/issues/defects. True or False?
What is False? Review the Contact Ownership map from the Service Division site> SFD Resource Hub> Contact Ownership Map for details on what department supports each topic. The supporting departments will escalate issues within their topics using their department's established process.
This is the workaround that can be followed when a user reports they are not receiving notifications when a task is assigned to them in Salesforce Desktop.
What is pin or favorite their preferred task list to quickly navigate to and review their tasks?
Planned Enhancement:
A digital update will enable additional notification settings for tasks.
This is when you would open an account from a person's relationship group vs a business' relationship group.
What is Personal accounts (IRA, Roth, Individual, etc.)? These account types are opened at the person's relationship group level.
Employer Retirement Plan participant accounts are opened at the person's relationship group level. Employer Retirement Plan employer accounts are opened from the personal relationship group level if the business profile that is being used is currently attached to an existing account. If this is the first time the business profile is being used on an account, the account should be opened from the business' relationship group to avoid errors.
This is how entity only Relationship Groups such as corporations and trusts can gain access to Financial Foundations once migrated to Salesforce Desktop.
What is Migrations to Salesforce Desktop will now migrate the entity account to the prospects/clients' Relationship Group for the person/people who are labeled as the client and/or co-client in Financial Foundations for the existing goals?
This is a habit the branch can implement as a first step when troubleshooting errors and as a best practice to ensure optimal performance for their computer and internet applications.
What is refreshing or restarting their browser?
True or False. Can the branch mass edit or mass delete tasks?
What is True? Review knowledge article 4877 for this topic. Additionally, the SFD line would assist with any questions regarding mass editing or deleting tasks.
This is how you would open an account for a person prospect.
What is go to the relationship group of the person prospect?
Person prospects have a relationship group as well. Go to the relationship group tied to that person prospect. If you are in the person's prospect profile, you will see a section on the top left that says "Related Relationship Groups." Click on the Relationship Group you want to open the account in. Then, click on "Add Account" at the top right of the page.
This how Salesforce Desktop can be accessed from a mobile device or via remote access.
What is you can access Salesforce Desktop from a mobile device by using this hyperlink within Microsoft Edge on your mobile device: https://edj.lightning.force.com/lightning/page/home
?
Microsoft Edge for mobile devices may direct you to download the Salesforce application. However, the mobile Salesforce application is not configured for Edward Jones's use with Salesforce Desktop. To navigate past this prompt in Microsoft Edge for mobile devices: