| Process | Setup | Fields, Validation Rules | Views, Reports, Dashboards | Record Types, Page Layouts, Buttons | Queues, Workflows, Approvals, Auto Responses, Knowledge, Quick Actions | Email | Code / Apps | Other |
|---|
| Set up Cases | - Case Settings
- Case Feed Settings (see Case Feeds)
- Support Processes
- Technical Support
- Entitlement
- Email to Case Settings
- Routing Address x 2 - support@, entitlement@
- Organizational Wide Email
- Web to Case form
- Permission Set for Manage Cases
- Case Escalation Rules
| - Status
- Entitlement
- Pending
- In Approval
- Approved
- Rejected (Closed Status)
| | - Record Types
- Technical Support
- Entitlement
- Entitlement - Grant
- Page Layouts
- Technical Support
- New
- Open Feed Layout
- Closed
- Entitlements
- New
- Open
 4 - Approval
- Closed
| - Technical Support Queue
- Entitlement Queue
- Case Assignment Rule for each Queue
| - Create Letterhead
- Email Footer (if needed)
| | - Add Web to Case form to Website
- Approve Routing Address
- Forward support@ email address to the new Routing Address
- Create Salesforce Case to grant Login as users
- Login as each user
- Ensure all users have email signatures set.
- Ensure all users have Cases on their standard tabs
|
| Case Created | | - Case Type
- Technical Support
- Entitlement 1
- Account
- No. Open Entitlements 2
| - ACTION - New Technical Support 0
- ACTION - New Entitlement
- Page Layout Accounts
- Add No. Open Entitlements, and ensure it is available on Salesforce 1 layouts.
| | - Auto Response Rules
- Change Record Type based on Case Type
- Quick Action to create Case from Account with pre-filled values.
| - Auto responder email for Technical Support
| - Trigger to calculate No. Open Cases on Account 2
| |
| OK for Entitlement | | - Account
- Case
- Formula - hours in Pending
| | | - If Record Type - Entitlement and Account.Outstanding Payments > 0 then
- Email Alert
- Field Update - Status = Pending
- Task to Accounts + 7 days
| - Email saying no entitlement will be granted - contact Accounts
| | |
Pick up Technical Support from Queue | | | - Technical Support - Responding
| | | | - Install Take Ownership 3
- Add Button to Page Layout
| |
| Existing Account? | | | | | | | | |
| Look up answer in Knowledge | - The following are required
- Case Feed is set up
- Knowledge articles are created
| | | | - Set up Knowledge (see Knowledge)
- Set up Knowledge to use in Cases
| | | |
| Respond to Case | | | | | | - Quick Texts for common responses.
- Email template for response layout
| | |
| Technical Support Open too long | | - Formula field - flag if escalated.
| | | - If Hours Open > X (escalation rules) then
- Field Update Escalated = true
- Field Update Owner to Manager
- Notify Manager
| | | |
| In Pending too long | | - Formula field - flag if escalated.
| | | - If Hours in Pending > X then
- Field Update Escalated = true
- Field Update Owner to Manager
- Task to Manager
| | | |
Pick up Entitlement from Queue | | | | | - When Status = Open then
- Field Update Change Record Type to Entitlement - Grant 4
| | | |
Entitlement Rejected | | - Rejection Reason (dependant Picklist to Status when Status = Rejected)
- Close Case Layout to require Rejection Reason
| | | - Worklfow for Rejection Email
| | | |
| Fill in required details | | | | | | | | - For a complex scenario here, you may want to do a flow interview - eg for calculating length of entitlement.
|
| Submit for approval | | - Formula Checkbox - OK for Approval 8.
- Validation Rule - all fields filled in with correct values prior to approval
| - Entitlement - In Approval
- Owner = Approval Queue OR Status = In Approval
| - Button for Submit for Approval 6.
| - Manager Queue
- Approval Process 5.
| | | |
| Not Approved | | | | | - See 5 below.
| | | |
| Approved | | | | | - Approval Process - approved
- Status = Closed
- Owner = Previous Owner
- Update Hours to Close
- Email Alert
| - Entitlement Granted
- PDF Attachment 7.
| - Run trigger to grant entitlement
- Trigger to update Account with latest Entitlement Date
| |
| Reports | | | - Entitlement Status Report
- By Status
- Count of Cases
- Show Hours Open
- Closed Case Response Rate Report
- By Owner
- By No. Hours to Close
- Grouping and Conditional Highlighting
| | | | | - After Spring '15 you can set up alerts to managers if there are too many items in the queue.
|
| Dashboards | | | - Closed Case Response Rate
- Entitlement Status
- Entitlements Granted this Week, Month, Year
| | | | | |
| Documentation | | | | | | | | - Document the process!
- Document the apps that have been installed
- Document the stages - what is the criteria for the case at EACH STAGE of the process.
|