Salesforce Ops Manual by Chevonne Young

1 2014

SALESFORCE速

Corporate Communication & Education

速

Salesforce User Guide

CORPORATE COMMUNICATIONS & EDUCATION

Overview & Core Values This training manual focuses on the Implementation Manager (IPM) and Customer Service Representative (CSR) roles use of Salesforce® for Teletrac®. The objective of this manual is to help end-users effectively and comprehensively execute essential functions as it pertains to their role through the use of Salesforce®. This training manual may not be duplicated or put on the Internet. It is designed for instructional purposes for Teletrac® employees. The Core Values for Corporate Communications & Education: T = Teamwork E = Excellence L = Leadership and Personal Growth E = Enthusiasm and Empowerment T = Training R = Respect Others A = Accountability C = Contribution Through Communication Platinum Rule – Treat others how they would like to be treated.

Table of Contents Salesforce速 Overview ______________________________________________ 1 Getting Started ___________________________________________________ 1 Log In to Salesforce速 ____________________________________________________ 1

Salesforce速 Terminology____________________________________________ 2 Home Screen Overview ____________________________________________ 3 Navigation Tabs __________________________________________________ 4 Add a Tab ____________________________________________________________ 4 Remove a Tab _________________________________________________________ 4

Activity Feed _____________________________________________________ 4 Post Updates _________________________________________________________ 4 Who can see your post? _______________________________________________________ 4 Where can others find this post? ________________________________________________ 4

Share a File from Your Computer _________________________________________ 5 Share a Link __________________________________________________________ 5

Global Search ____________________________________________________ 6 Search Results ________________________________________________________ 6 To Search: ____________________________________________________________ 6 Filter Search Options ___________________________________________________ 6

User Menu ______________________________________________________ 7 My Profile ____________________________________________________________ 7 Feed/Overview Tabs ___________________________________________________ 7 Sort Activity Feed _____________________________________________________________ 7

User Details/ Edit Profile/ Help Links ______________________________________ 7 Add Photo ____________________________________________________________ 8 Edit Profile ___________________________________________________________ 8 Want to increase your contribution? _____________________________________________ 8

Contribution __________________________________________________________ 8

Add your Teletrac速 Email Signature ________________________________________ 9

Recommendations ________________________________________________ 9 Recent Items ____________________________________________________ 10 Custom Links ____________________________________________________ 10 Chatter ________________________________________________________ 10 Best Practices for Posting _____________________________________________________ 10

Filter Chatter ________________________________________________________ 10 Chatter Emails _______________________________________________________ 11 Chatter Email Settings _________________________________________________ 11 Comment on a Post ___________________________________________________ 11 Like a Post ___________________________________________________________ 11 Follow a Person ______________________________________________________ 11 Unfollow a Person ____________________________________________________ 11

Salesforce速 New Business Order ____________________________________ 12 Calendar _______________________________________________________ 13 Create a New Event ___________________________________________________ 13 Adding Attachments __________________________________________________ 14 Event Notifications ____________________________________________________ 14 Task and Event Reminders ______________________________________________ 14 Change Default Reminder Setting ________________________________________ 14

Views__________________________________________________________ 15 Record Features _________________________________________________ 16 Hover Links _____________________________________________________ 17 Account ________________________________________________________ 17 Account Screen Features: ______________________________________________ 17

Case ___________________________________________________________ 18 Best Practices for Cases _______________________________________________________ 19

Closing a Case ________________________________________________________ 20 Best Practices for Closing Cases ________________________________________________ 21

Task ___________________________________________________________ 22 Create a New Task ____________________________________________________ 22 Created Tasks vs. Assigned Tasks ________________________________________ 24

Managing Your Tasks _____________________________________________ 25

Access Activity List ____________________________________________________ 25

Escalations to Managers: Callbacks and Cancellations __________________ 26 Customer Request for a Supervisor/Manager Call Back_______________________ 26 Escalate Hot Transfers ________________________________________________________ 28

Customer Request to Cancel Escalation Procedure __________________________ 29

Working an Account ______________________________________________ 34 Account Types _______________________________________________________ 34 Account Types ______________________________________________________________ 34

Account ID vs. Account Number # ________________________________________ 34 Opportunity vs. Case vs. Task ___________________________________________ 34

Contacts _______________________________________________________ 35 Create New Contact ___________________________________________________ 35 Log A Call ___________________________________________________________ 36 Adding Case Notes ____________________________________________________ 37

Opportunities ___________________________________________________ 38 Create New Opportunity _______________________________________________ 38

Accessory Orders Process __________________________________________ 39 Accessory Orders _____________________________________________________ 39 With Customer Charge _______________________________________________________ 39 No Customer Charge _________________________________________________________ 40

Inventory Parts Process ___________________________________________ 41 Parts Verification and Shipping Instructions ___________________________ 43 TOPSS to Salesforce Q&A __________________________________________ 48 Return Merchandise Authorization (RMA) Process _____________________ 49 Create New RMA Task _________________________________________________ 49

Reports & Dashboards ____________________________________________ 52 Search Reports

_____________________________________________________ 52

Sort Results__________________________________________________________ 52 Folders _____________________________________________________________ 53 Search Folders ______________________________________________________________ 53 Create a New Folder _________________________________________________________ 53

Export Reports _______________________________________________________ 53 Reading Reports _____________________________________________________________ 54

TeamPulse (TP) __________________________________________________ 55

Master List Report ____________________________________________________ 55 Report Terminology Key: ______________________________________________________ 55 Steps to view the Master List Report in Salesforce: _________________________________ 55

Documents _____________________________________________________ 57 Upload a New Document _____________________________________________________ 58

Libraries _______________________________________________________ 59 Content Search _______________________________________________________ 59 My Libraries _________________________________________________________ 59 Popular Tags _________________________________________________________ 59 Featured Content _____________________________________________________ 59 Recent Activity _______________________________________________________ 59

Table of Figures _________________________________________________ 60 Customer Support Escalation Path __________________________________ 62 Implementation Escalation Path ____________________________________ 63 PROPOSED – REVENUE CYCLE (11.0 – 14.0)____________________________ 64

T H E

Chapter

B A S I C S

Salesforce® Overview Salesforce® is a Customer Relationship Management (CRM) tool used at Teletrac®. It is used to track all sales and implementation activities throughout the life of an Account. Salesforce® is a web-based system that can be access from any computer with Internet access from the URL: www.salesforce.com.

I C O N

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 Reference information



Quick knowledge check

 Exercise  Workbook review Important note

Getting Started To access Salesforce.com you need an account login and password. This will be sent to your Teletrac® email separately. Once you gain access to the site you will be able to reset your password. Log In to Salesforce®

1. From the Start Menu select Internet Browser (i.e. Google Chrome, Firefox, or Internet Explorer). 2. Enter www.salesforce.com into address bar. 3. Enter User Name (Teletrac® email address) and password (provided in email). 4. Click Login. Salesforce® uses pop ups for Reminders. You will need to enable pop ups for use with Salesforce® through the internet browser settings.

FIGURE 1.1 LOGIN SCREEN

T H E

B A S I C S

Salesforce® Terminology Tabs: At the top of any page, represent major modules within application. Sidebar: On left of most pages, access to links and commands. Record: Collection of fields related to a specific item. Detail Page: Displays the saved record and a set of related lists pertinent to the record. Related Lists: Displays other records related to the record you are viewing. Lead: A person, organization or company that may be interested in our products and services. Account: An organization involved with our business such as customers, competitors and ® partners tracked in Salesforce . Contact: ® Any individual associated with an Account that we want to track in Salesforce . Opportunity: Originates on the Contact and signals a potential revenue-generating deal. These include both won and lost deals. Case: A detailed description of a customers’ request, feedback, problem or question. Solution: A detailed description of a customer issue and the resolution of that issue. The collection of our solutions can be referred to as solution knowledge base. Activity: Both Tasks and scheduled calendar Events. We can define and track Activities for many different objects including Campaigns, Accounts, Contracts and Leads. Reports: Summaries and analysis of our data, which can be displayed. Dashboard: A real time snapshot of corporate metrics and key performance indicators (KPIs). A Dashboard is a group of different charts (or components) that graphically display selected report data.

T H E

B A S I C S

Home Screen Overview When you login to Salesforce® you will be on the Home Screen/Tab. This is where you will access your Activity Feed, Global Search, User Menu, Recommendations, Recent Items, Custom Links, Calendar, My Tasks, and Dashboard.

① Navigation Bar ② Global Search ③ User Menu ④ Activity Feed ⑤ Recommendations ⑥ Recent Items ⑦ Custom Links ⑧ Calendar* ⑨ My Tasks* ⑩ Dashboard*

②

①

③

④

⑤

⑥

FIGURE 1.2 HOME SCREEN

① Navigation

Bar: Tabs used to navigate Salesforce®. This bar is customizable see the Tabs section of this manual.

② Global Search: Used to search all contents within Salesforce®. ③ User Menu: Used to access My Profile, Setup, Developer Console and Logout links.

④ Activity

Feed: A feed (list) all your actions within Salesforce®. This appears on the Home screen and Chatter screen views. Click Hide Feed button to hide this feature.

⑤ Recommendations: List of people in your organization that you might want to follow based on similar interests.

⑥ Recent

Items: Displays a list of the last ten (10) objects clicked on in Salesforce®. Hover your mouse over to display a quick view of the item.

⑦ Calendar:

Used to see the Calendar schedule for the Vehicle Service Representatives (VSR).

⑧ My

Task: Displays all Tasks assigned to you. This can be filtered by: Overdue, Today + Overdue, Tomorrow, Next 7 Days, Next 7 Days+Overdue, This Month and All Open.

⑨ Dashboard: Used to display customized reports. 3

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Chapter

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 Reference information

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Quick knowledge check

Navigation Tabs Navigation Tabs appear across the top of all Salesforce® screens. You can add and remove tabs. See Add a Tab.

 Exercise  Workbook review Important note

FIGURE 2.1 NAVIGATION TABS

Add a Tab 1. Click + on the tab bar. 2. Click Customize My Tabs. 3. Select Tabs from the Available Tabs, click Add. 4. Select Up or Down arrow to move the tabs in the order you want to appear across the top. 5. Click Save.

FIGURE 2.2 CUSTOMIZE TABS

Remove a Tab 1. Click + on the tab bar. 2. Click Customize My Tabs. 3. Select Tabs from the Selected Tabs, click Remove. 4. Select Up or Down arrow to move the tabs in the order you want to appear. 5. Click Save.  Exercise Using the steps provided, add the tabs, Libraries, Products and Documents to your navigation bar.

Activity Feed Chatter is Salesforce® communication tool used to track, post, and update Teletrac™ Salesforce® users. The Activity Feed on your Home Screen is a list of your communication activity within Salesforce®. See Chatter section. Post Updates Who can see your post? Your followers see your post directly in their feed. Where can others find this post? Anyone can see this post on the All Company feed, your profile, and search results.

FIGURE 2.3 POST UPDATES

1. Type in the text box to a enter message. 2. Click Share.

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Share a File from Your Computer

1. Click File. 2. Select Upload a file from your computer. 3. Click Choose File. 4. Locate file on your computer, click FIGURE 2.4 POST FILE Open. 5. Type a description or comments about the file. 6. Select Recipients: • My Followers – users who follow you in Salesforce®. • A Group – group of users (i.e. All Teletrac® users) 7. Click Share. Share a Link

1. 2. 3. 4. 5.

Click Link. Type the URL in text field. Type the title of the link. Type a description of comments about the link. Select Recipients: • My Followers – users who follow you in Salesforce®. • A Group – group of users (i.e. All Teletrac® users) 6. Click Share.

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Global Search The Search tool is used to search all of Salesforce® by the following criteria: • Account number • Contact information: • Name • Phone number(s) • E-mail address • Case number • Salesforce® Users • Tags • Document Names • Content in Documents Search Results Search results include items and tags that you have permission to view. Global search keeps track of which objects you use and how often you use them, and arranges the search results accordingly. Search results for the objects you use most frequently appear at the top of the list. If global search doesn’t have enough information about which objects you use, you see results for all objects until it has more information. Custom object records appear in search results only if they have a custom tab. To Search: 1. Click in the search field at the top of the screen. 2. Enter search criteria. 3. As you type the auto fill will generate suggestions for you to select. 4. Click Search. Filter Search Options 1. Click Options link 2. Select from the menu: • Limit to items I own • Exact phrase 3. Click Save & Search. The options link will only appear once you have clicked search. Salesforce® searches for exactly the information entered into this box.  Exercise Using the steps provided search for the following criteria: Contact: Ken Becker Account No# _____________ Case # _________________

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User Menu The User Menu provides links to My Profile, Setup, Developer Console, and Logout.

FIGURE 2.5 USER MENU

My Profile

The profile page contains user permissions and settings that control what you can access within Salesforce®. This page allows you to edit your contact information including job title, email address and contact numbers. ②

① ③

④ ⑤

FIGURE 2.6 PROFILE SCREEN

① Feed/Overview Tabs

All your activity feeds and your user information including About Me, Files Owned, Groups, and users you Follow and users Following you within Salesforce®. Sort Activity Feed 1. Home > User Menu > My Profile. 2. Click Sort By Most Recent Activity. 3. Click one of the following: • Sort By Most Recent Activity (default) • Post Date

② User Details/ Edit Profile/ Help Links 7

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③ Add Photo 1. 2. 3. 4. 5. 6. 7.

Home > User Menu > My Profile. Hover mouse over picture, click Add Photo. Click Choose File. Locate file on your computer, click Open. Click Save. Click and drag the bounding box to crop photo. Click Save.

④ Edit Profile

1. Home > User Menu > My Profile. OR Home > Click your name. 2. Click Edit icon under the Contact section. 3. Edit the desired fields. 4. Click Save All. To change your email address in your contact information, you must click the link in the confirmation email sent to your new email address.  Exercise

FIGURE 2.7 EDIT PROFILE

Using the steps above update your Profile so others can contact you and know how you contribute to Teletrac®. Want to increase your contribution? • Post updates that engage others. • Share files and links. • Like and comment on other people's posts.

⑤ Contribution

Salesforce® tracks the Chatter activity through posts, comments and likes for each user. The more a user contributes valuable content in Salesforce® the higher your Chatter influence is ranked. Chatter activity statistics include how many posts and comments you've made, how many comments you've received and how many people liked your posts and comments. • Top Influencers lead collaboration efforts by regularly sharing essential content. • Active Influencers encourage others to get involved and share knowledge. • Observers are quiet participants or just getting started in Chatter. You can see your Chatter activity statistics and influence on your profile under your photo. You can also see your coworkers' Chatter activity and influence on their profiles. When viewing a profile, hover over under the profile photo for details about how that person is uniquely influential. Salesforce® is used for all email correspondence with the customer. You can retrieve the proper company standard for the email signature from http://marketing.teletrac.com.

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 Exercise Add your Teletrac® Email Signature 1. Home > User Menu > Setup. 2. In the email section, click Change your outgoing email settings. 3. Enter your first and last name and Teletrac® email address. 4. Copy (Ctrl +C) and Paste (Ctrl +V) the standard company email signature. 5. Edit signature with your specific information (name, title, phone, location). 6. Click Save.

FIGURE 2.8 EMAIL SETTINGS

Recommendations Chatter recommends people in your organization that you might want to follow based on similar interests. For example, Chatter recommends people who: • Follow the same people as you. • Are in your management hierarchy, such as your manager, people who report to your manager and people who report to you. • Salesforce® uses the Manager Field on your personal information page to determine these recommendations. If this field is blank, Chatter won't recommend people based on your management hierarchy. Only your Salesforce® administrator can edit the Manager Field. • Are popular, which means they have many followers. • Are new to Chatter. • Are interested in the same records as you. For example, someone who has looked at or edited an account that you've recently viewed. • Are often followed together with people you already follow. For example, if you follow Madison Rigsby, you get a recommendation for Suzanne Powell if many people who follow Madison also follow Suzanne. To see an expanded list of your recommendations, click More in the Recommendations section. If no recommendations appear, then you're already following all the recommended people.

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Recent Items Recent Items displays a list of the last ten (10) objects you click on in Salesforce®. There may be less if one of your Recent Items has been deleted. When you click one of your Recent Items, it will move that item to the top of the list. Hover over the item to get a quick summation of the object in your Recent Items. The fields displayed will depend on the type of object over which you are hovering.

FIGURE 2.9 RECENT ITEMS

Custom Links Custom links are links designed and determined by Teletrac®.

Chatter Best Practices for Posting • Information in the About Me section is searchable and makes you more visible to others. • Your posts display in your Feed tab and the feeds of people following you. To delete your posts from feeds, hover over the post and click .

Chatter is Salesforce® communication tool used to track, post, and update Teletrac’s Salesforce® users. You can see all your activity feeds including posted comments, files, links, and polls on this tab.

FIGURE 2.10 CHATTER TAB

Filter Chatter 1.Click the link: • What I follow – displays only posts from users you follow • To Me – displays only posts sent to you. • Bookmarked – displays the post you have previously bookmarked. • All Company – displays posts from everyone in the company. The selected filter will display in the middle of the screen.

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Chatter Emails Chatter will send digest e-mails summarizing all of the Chatter for different Chatter feeds. By default the digest e- mails are sent at approximately midnight. You will receive a digest for your own feed and any subsequent groups to which you belong. Chatter Email Settings You can change your Chatter Digest settings to limit or increase the number of Chatter e-mails received and the frequency of the emails delivered. 1. Click User Menu. 2. From the drop down, click Setup. 3. In My Chatter Settings, click Change what Chatter emails you receive. 4. Make sections by selecting and deselecting options. 5. Click Save.  Exercise Comment on a Post 1. Click Comment. 2. Type comments in text field. 3. Click Comment. Like a Post 1. Click Like link. Follow a Person

1. Hover your mouse over their name. 2. Click follow link. Unfollow a Person 1. Hover your mouse over the person’s name. 2. Click X next to Following.

FIGURE 2.11 UNFOLLOW

 Salesforce® Hierarchy The Account page has information including the following items: Company, Contact, Case, and Contract. The Opportunity page has information including the following items: Products, Inventory Parts, and Shipping Instructions. The Case page has information including the following items: Events, Open Activities – Tasks, and Activity History. The Task is the documentation of actions needed and completed.

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Salesforce速 New Business Order Account Case

NBO Project Initiation

Tasks

New Business Site Survey

Custom Messages Dispatch

Unit Configuration

Order Verification

FDC Survey

Unit Programming

Account Setup

Welcome Kit

Initial Training

QC Gateway

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Calendar The Calendar is used to create and display Events. Events can be used for meetings. The primary use of Events is for meetings involving yourself or others. This allows you to either schedule or be scheduled to attend meetings. The Calendar allows you to see the calendar of other users to schedule customer contacts. This will show up on your calendar for others to see. Activity in Events will also show up with their own Chatter feed in the event.

FIGURE 2.12 CALENDAR

Create a New Event

FIGURE 2.13 NEW EVENT

1. From the Calendar, click New Event. 2. Click the Subject Combo button to select from the picklist. 3. Complete the form: Note: Any field with a red line | is required. • Calendar Details: • Enter: Start Date, End Date, and Related To: • Select Case # that the event is related to. Use the Lookup to select the corresponding Case. • Activity Currency (Default) • Account Section: • Enter: Account Name, Address, City, State, Name (select Contact or Lead) This will add the customer’s contacts to the event, and Postal Code. Note: Adding the customer contact will e-mail the customer (if an e-mail address has been specified)

FIGURE 2.14 NAME LOOKUP

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This will display all entered contacts. Search and verify the Account Name displayed for common names.

FIGURE 2.15 CONTACTS LIST

4. Click Send. Adding Attachments The attachments added to the Event will be emailed to all invitees. Event Notifications Event notifications in Salesforce速 let users know when a certain Event occurs such as when approval request are received and when you are mentioned in Chatter. Notifications are sent to your email with the details of the event as seen in Figure 2.16.

FIGURE 2.16 MEETING UPDATE

Task and Event Reminders Setting Reminders in Salesforce速 aids in the management of your Activities. Salesforce速 plays a sound once the Reminder is reached (provided you are logged in with volume on). By default, the reminder is set to 15 minutes. Change Default Reminder Setting 1. User Menu > Setup. 2. Click Edit your reminder settings. 3. Select the dropdown By default, set reminders on Events to: 4. Click Save.

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F E A T U R E S

Chapter

Views I C O N

K E Y

 Reference information



Quick knowledge check

 Exercise  Workbook review Important note

Salesforce® allows users to create customized Views. When you first click on a Tab, you will be brought to the default View (or the last View you were in). You can then select the default Views available from the list by using the drop down next to View. Once you click on any of the selections, Salesforce® will take you to that View. You can also click the Go! Button to go to the View if it is already selected. Views are set-up for you.

FIGURE 3.1 CASE VIEW

I M P L E N T A T I O N

F E A T U R E S

Record Features

Hover Links

Detail Page

Related Lists

FIGURE 3.2 RECORD FEATURES

I M P L E N T A T I O N

F E A T U R E S

Hover Links Hover Links are shortcuts to access the records associated with each related list.

FIGURE 3.3 HOVER LINKS

To access the related lists hover your mouse over the link to display the information. Double clicking any of the Hover Links will automatically move the page down to the Related List. See Figure 2.17. The Contacts link displays all of the Contacts for the account. To add a Contact to the Account, click the New Contact.

Account An organization or company involved with our business such as customers, competitors and partners tracked in Salesforce®.

FIGURE 3.4 ACCOUNT SCREEN

① ② ③

Account Screen Features: View: My Account – Web (default view) Recent Accounts – displays the recent Accounts view and worked. Reports – displays the following filters: • Active Accounts • Accounts with last activity > 30 days • Account Owners • Contact Role Report • Account History Report • Partner Accounts

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Case A Case is a detailed description of a customers’ request, feedback, problem or question. To understand how each Tab works, you only really need to master one Tab. The Tab with the most relevance to a member of the Operations Team is the Cases Tab. One of the first things you will want to do is explore the Case Tab's default Views.

FIGURE 3.5 CASE SCREEN

Create a New Case 1. Verify the Contact is created. 2. Click the Contact Hover Link. OR Click the Contact Related List. If not, create the Contact first. See Create New Contact section. 3. Click New Case. 4. In the Contact Name field, click the Contact Name Lookup icon. 5. From the Lookup, type the Contact's name. 6. Click Go! • In the results returned, make sure your Contact is shown related to the correct account.

FIGURE 3.6 CASE LOOKUP

7. Click the Name of the correct Contact. • The follow up date will automatically populate with the current date. Your Service Level Agreement (SLA) is to contact the customer within 24 hours. 8. In the Additional Information, complete the following: a. Case Origin: Where the call came from? b. Type: What is the main issue? Is it Software, Reports, Vehicle problem? Or something else? c. Case Sub Type: Case Sub Type relies on Type. If you do not see a relevant Sub Type, you may have chosen the wrong Type.

I M P L E N T A T I O N

Best Practices for Cases • One Case for each issue. To accurately record information each issue must be in its own case. • You cannot combine case together: • Take Initial Call >Save the Case > Log the Call • To create Multiple Cases use the Clone Case button.

F E A T U R E S

The Case Priority automatically is selected from the Type and Sub Type selected. 9. Enter the Subject field. The Subject is what every user sees when looking at the Cases Related List. Make this as concise yet accurate as possible. 10. Click the Check Spelling. 11. Click the Save.

FIGURE 3.7 NEW CASE

 Create a New Case Using the steps above create a new case.

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F E A T U R E S

Closing a Case Once all Tasks and Actions have been completed on a Case, it can be closed. 1. Case > Recent Cases. OR Account > From Hover link click Cases. 2. Click Close Case. 3. Complete the form: a. Status: Closed. b. Internal Comments: Used for duplicate cases for internal departments. c. Follow Up Date: Default date. 4. Click Save. FIGURE 3.8 CLOSE CASE

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F E A T U R E S

 Closing Cases and Entering Root Causes

Closing Cases and Entering Root Causes correctly is an important step in ensuring that issues that arise are properly documented and reported. Best Practices for Closing Cases • Create a separate Case for each issue that arises, instead of entering multiple issues on a single case. • Doing so will make it easier for you to select the appropriate Type, Sub-type, Issue, and Root Cause information and provide the best results in reporting issues.

Providing the correct selections in the Root Cause Section allows quicker updating of common issues to menus, and more importantly allows us to evaluate, prioritize and address issues that arise promptly. When closing a case in Salesforce® be sure to follow these Root Cause Section guidelines: 1. Select the Type. Of the case types three are generally considered to have related issues. a. Hardware b. Reports c. Software 2. Select the appropriate Sub-Type. 3. Choose the Issue. 4. Select the Root Cause. Note: If you don’t find the appropriate Root Cause, you did not select the correct Type, Sub-Type, or Issue for this Case. Each selection determines what Root Causes are listed on the menu. Review all options prior to selecting “Other” from the Root Cause Menu. Only select “Other” after ensuring that you have chosen the correct Type and Sub- type for the Case. If you do end up needing to choose “other” since your specific issue is not listed; 5. Enter the following in the Root Cause (Other) field: a. Issue: b. Root Cause: c. Corrective Action: If it is a hardware issue; 6. Select the appropriate Product Code for the piece of equipment with the issue.

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F E A T U R E S

Task Tasks in Salesforce® are activities used to keep track of your assigned functions. A due date is required for each task. Most Tasks have automated dues dates that may need to change based on the business requirements. Create a New Task 1. Home > Create New > Task. OR Home > Scroll to Task section > Click New. 2. Enter the required information: a. Task Information: Assigned to (Your name will display by default) b. Department: Select the appropriate department to which the Task is assigned. See Appendix Section X c. Action: Determined by the department selected. See Appendix Section X d. Status: Select appropriate status. • Not Started – No action has been taken on the Task. • Completed – All actions are complete. • Deferred – Assigned to another department. • In Progress – Some actions have been completed. • Not Completed – Pending actions. • Not Completed Transferred – Actions are completed by another department. • Partially Complete – Actions started not complete. • Pending Backorder – Awaiting order/ not in stock. • Pending Custom Programming – Customer has customized programming. • Site Survey Complete/Schedule Incomplete – Completed Site Survey with customer and schedule installation not complete. • Cancelled – Task cancelled. e. Comments: Enter notes for the assigned department and action. f. Priority: Select appropriate priority. • Normal – Routine task. • High – Customers needing immediate attention • White Glove – Select Accounts (i.e. National Accounts) g. Due Date: Auto populate based on SLA. h. Account Information: Auto populate once Task is saved. i. Other Information: Select Send Notification Email – to send an email to the selected department. j. Attachments: Attach reference material and supporting documentation. Determined by the Department and Action. Attachments display only on the individual Tasks. You will need to attach documents to the Case separately. 3. Click Save.

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F E A T U R E S

FIGURE 3.9 CREATE NEW TASK

ď&#x20AC;ş Create a New Task 1. Using the steps from previous section create a New Task for Customer Service Level 2 Support. 2. Create a New Task for Customer Follow- up. 3. Create a Troubleshooting Task.

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F E A T U R E S

 Tasks in Salesforce® Assigned To Order Verification

Network Control Center (NCC) Unit Programming

Unit Programming

User User User

Department Implementation Representative (IR)

Actions • Add to software items • Add to order items • ship manuals HOS Network Control Center • Add HOS carrier name (NCC) and address • Reports not running Unit Programming • All unit custom configurations to be programmed Advanced • All troubleshooting is Troubleshooting exhausted and unknown issue exists. Implementation (IPM) • Scheduling Customer Service • Troubleshooting Customer Service • Customer Follow-up

FIGURE 3.10 TASK IN SALESFORCE

 Tips for working with Tasks When entering Comments include the Account Number and detail the Action(s) required. Each time a Task is saved or edited an email notification will be sent the assignee. Once a Task is marked as Completed Status, a new Task must be opened. Created Tasks vs. Assigned Tasks

The Activity List displays the Tasks created by the user as well as the Tasks created by another person/department for the user. The Service Level Agreements (SLA) for the Tasks will apply to both. See the Service Level Agreement Reference Document located in this manual for the comprehensive list of SLAs for each department.

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F E A T U R E S

Managing Your Tasks As part of the Operations Team majority of your actions will be in Tasks. To efficiently manage the numerous Tasks assigned to you, prioritizing the Tasks will be a key Factor. For details on this process see Deciphering Case History and Managing Queues document. Access Activity List 1. Home > Scroll to Calendar section. 2. Click on the Activity List View button to access your Tasks.

FIGURE 3.11 ACTIVITY LIST BUTTON

• Your Activity List (Queue) will display.

FIGURE 3.12 ACTIVITY LIST

Activities can be sorted by columns. Example: The Tasks can be rearranged by alphabetical order in the Subject line. If the arrow next to the word Subject is pointing up, the order of the activities is arranged alphabetically, A→Z, from the top to bottom. If the Arrow is pointing downward, the order reverses, Z→A. To increase the visibility of the Tasks and maintain control of the queue, sorting the Activity List by the due dates allows the representative to manage their queue more effectively.  Locate Open Task List Using the instructions above locate your Open Task List then Sort by Due Date.

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Escalations to Managers: Callbacks and Cancellations The process for handling and tracking customer requests for cancellations and requests to speak to a supervisor or manager is designed to increase efficiency and provide structure to the process; increase customer service level, faster response time, improved tracking and scalability. Streamlining processes allows customers to be attended to sooner. Tracking provides insight to determine root causes, areas requiring training, and to assess bandwidth. Customer Request for a Supervisor/Manager Call Back When handling customer requests for a cancellation or to speak with a supervisor/manager a Task with a specific Action is created in Salesforce and calls are hot transferred following the Escalation Process. Scenario: While speaking with a customer they request to speak to a manager. 1. Assure the customer that you are happy to forward their call. Do not further question the customer. Only politely ask for the reason they are requesting a Callback if it is unknown. 2. Create a new Task in Salesforce. 3. Select the appropriate Department (i.e. Implementation, Customer Support, etc.)

FIGURE 3.13 TASK DEPARTMENT SELECTION

4. Choose the Action â&#x20AC;&#x153;Manager Escalation - Customer Callbackâ&#x20AC;?.

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FIGURE 3.14 TASK ACTION SELECTION

5. Enter Comments regarding the customer’s reason for wanting the call escalated. For example: “Dissatisfied with service level”, “Equipment issue”, “Rep cannot approve request”, etc. 6. Check the Email Notification box.

FIGURE 3.15 TASK COMMENTS

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7. Hot Transfer the call to the supervisor/manager. a. While on the call with the customer, press the transfer button. b. Dial the extension of your immediate supervisor/manager (if your immediate supervisor/manager is not available, escalate to the next level manager). c. Once you get a supervisor/manager on the line; explain that you have a customer escalation call and the reason for the escalation. d. Press the release button, to transfer the call to the supervisor/manager. 8. Enter the name of the supervisor/manager taking the hot transfer call in Assigned To field. 9. Click Save. Escalate Hot Transfers 1. 2. 3. 4.

Contact immediate supervisor/manager. Next level supervisor/manager in your department (if applicable). A director in your immediate department. Another available supervisor/manager in Operations but not in your department. 5. Next level available supervisor/manager in Operations but not your department (if applicable). 6. A director in Operations but not your immediate department. 7. If you are unable to get a supervisor/manager or director on the line after following this escalation process: Save the Task to your immediate supervisor/manager and inform the customer a supervisor /manager is currently unavailable. Assure the customer that their request is important and they will receive a call back within 2 hours.

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Customer Request to Cancel Escalation Procedure Scenario: When speaking with a customer and they request to cancel. 1. Assure the customer that you are happy to forward their request to a supervisor/manager. Do not further question the customer. Only politely ask for the reason they are requesting to cancel if it is unknown. 2. Create a Case in Salesforce®. 3. Enter the customer name in Contact Name. 4. Select the Case Origin (i.e. Phone, Voicemail, Email etc.).

FIGURE 3.16 CASE EDIT SCREEN

5. Select the Type – Lifecycle.

FIGURE 3.17 CASE EDIT TYPE

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6. Select the Case Sub Type – Possible cancel.

FIGURE 3.18 CASE EDIT SUBTYPE

7. Enter the Subject “Customer Cancel Request”. 8. In the Description field enter the reason for creating the Case (i.e. Manager Escalation Customer Cancel Requested).

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FIGURE 3.19 CASE EDIT DESCRIPTION INFORMATION

9. Click Save.

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10. Provide the Case Number to the customer as their Reference Number. 11. Create a New Task related to the Case that you created. 10 11

FIGURE 3.20 CASE NUMBER

12. Enter the name of your immediate supervisor/manager in the Assigned To field. 13. Select the appropriate Department (i.e. Implementation, Customer Support, etc.).

FIGURE 3.21 TASK INFO. DEPARTMENT

14. Choose the Action - Manager Escalation - Customer Cancel.

FIGURE 3.22 TASK INFO. ACTION

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15. Enter comments in the Task regarding the customer’s reason for wanting to cancel and any other information that may be useful in assisting with the request. For example: “Customer may change their mind if we fix their reports”, “Possibility of a credit to avoid cancel”, “Customer equipment is working on all units except for one”, etc. 16. Check the Email Notification box. 17. Click Save. 17

FIGURE 3. 23 TASK INFORMATION SCREEN

18. Assure the customer that you have entered their request for a cancelation and that a supervisor/manager will be contacting them within 2 hours.

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 Service Level Agreements (SLA) Salesforce automatically sets the due dates for most of the Tasks. Be mindful of the Task SLA prior to escalating to a Manager. Department NCC / IT

Dispatch Distribution Unit Programing

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Customer Support

Task All Task Types except for the following: Cancel Account Data Archive Data Recovery Move to XML FTP Add Carrier ASCII Gateway XML Gateway Fleet Alert Server Setup Promiles™ Speedgauge™ USPS Credentials Regenerate All Tasks Ship RMA Recover Equipment All Tasks except for the following: OTA – Internal use only Management Escalation All Tasks a except for the following: Validate Damage All Tasks except for the following: Obtain NDA Validate Credit Deactivation Sales Escalation

FIGURE 3.24 SERVICE LEVEL AGREEMENT TABLE

*30 days is for the entire recovery period.

Timeframe 8 Business Hours 2 Business Days 5 Business Days 2 Business Days 2 Business Days 2 Business Days 2 Business Days 2 Business Days 2 Business Days 2 Business Days 2 Business Days 2 Business Days 2 Business Days 2 Business Days 2 Business Days 8 Business hours 2 Business Days 30 Business Days* 2 Business Days 3 Business Days High – 2 Business Hours Low – 4 Business Hours 24 Hours 3 Business Days 24 Hours 2 Business Days 2 Business Days 2 Business Days High – 2 Business Hours Low – 4 Business Hours

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Working an Account To understand how an Account should be handled you must first understand the types of Accounts and the requirements. Each Account contains various Related Lists. Each list is described below: Account Types Core = 1-20 Major = 21-199 National = 200+

Account Types Each Account will be assigned a type. Standard (Core) Accounts will be moved to Major if they exceed 21 units. Major Accounts will be considered National if they exceed 200 units. Salesforce® will use the number (#) of Units field to make this determination.

FIGURE 3.25 ACCOUNT TYPES

Account ID vs. Account Number # An Opportunity number must be assigned to an Account; Salesforce® will assign the Opportunity an Account ID if the deal is Closed Won. The SIMON Account Number will remain the same; it will be displayed in the Account Number field. Sales still uses the Account Number, while Operations typically uses the Account ID. The Account ID is also the customer’s Fleet Director Account Number. The Global Search tool allows you to find the record by both Account ID and the Account Number. Opportunity vs. Case vs. Task OPPORTUNITIES Open an Opportunity for an Add-On or Lease Extension. Do not change details on another user’s Opportunity. Opportunities must be resolved in 90 days. CASES Members of the Operations Team work mainly in the Case view. TASKS Tasks are used when requesting work from outside of the CSC department (e.g. IT, NCC, Dispatch and Unit Programming) and are part of a Case. Tasks are also used to remind you of an upcoming to-do.

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Contacts An Account must have each Contact logged. You cannot open a Case for a Contact that does not already exist. Verify the Contacts on the Account before opening a case. All Contacts must have a first and last name. Onyx (Legacy Database) imported data will only contain the Person of Contact in the Customer Record. For these records you will need to set up the Contacts. Create New Contact 1. Home > Create New > Contact OR Contacts Hover Link > click New Contact.

FIGURE 3.26 CONTACT HOVER SCREEN

The Account Name, Phone, and Address information is filled out from the Account record. 2. Complete the form: • Contact's First and Last Name. • Job Title • Title • Phone, and/or Mobile, Direct Line • Email • Decision Maker Status • Address Information – will auto populate when created from Account Screen. 3. Click Save or Save & New.

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FIGURE 3.27 NEW CONTACT SCREEN

 Create a New Contact Using the steps above create a new contact using your information. Log A Call Once the Contact information is saved, next step in the process is Logging the Call. This is used to track all calling activity for the Case.

FIGURE 3.28 HOVER LOG A CALL

1. Activity History > click Log A Call. 2. Complete the form: a. Assigned To – will default to user b. Department – select appropriate department c. Action – depends on the department selected d. Name – Contact > Enter Contact created or use Lookup 3. Click Save.

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FIGURE 3.29 EDIT LOG A CALL

Adding Case Notes Case Notes are used to communicate relevant information on the Case. These notes are also used to inform all departments about the Case. 1. From the Note & Attachments Hover link, click the New Note. • The Public feature allows the Customer Portal, to see any comments you make in their Case. 2. Enter the Title for the Note. 3. Fill in the Body field with all details. 4. Click Check Spelling. 5. Click Save.

FIGURE 3.30 EDIT NOTE

Case Notes Example: Joe 10/25 – Called POC Bobby. No answer. I left a voicemail asking POC to give me a call back and update us with the information we have requested. There is no email on the system for Bobby. Isaac 10/24 – Called POC Bobby. He stated he performed the display swap and the issue persists. I asked him to please check the display’s version in order to determine whether or not we need to send an SD card to upgrade the firmware or if we need to proceed with a cradle swap. He stated he will do it once he takes a break and call us back.

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Chapter

Opportunities I C O N

K E Y

 Reference information



The Operations Team will generate Opportunities for Accessory Orders and Add-Ons.

Quick knowledge check

 Exercise  Workbook review Important note

FIGURE 4.1 OPPORTUNITY HOME

Create New Opportunity 1. Opportunity Tab > New. 2. Complete the Form: a. Enter the Opportunity Name. b. Enter the Account Name for the Opportunity. c. Select the Opportunity Currency (defaults to U.S.D.) d. Select Lead Source. (use Call In) e. Select the Stage. (Proposal/Price Quote or Verbal Commit) f. Set the Close Date. Set it for accurate follow-up.(24hrs for Accessories) g. Set you Follow-Up Date for the day you want to follow up with the Opportunity.(Add-Ons – 48hrs / Accessories – 24hrs) h. Fleet Size – total number of vehicles i. Select Type: • Accessories • Add On (> 12 Months) • Sales Add On (< 12 Months) • Trail j. Special Instructions: Must include: Year, Make, Model and/or Multiple Locations (Notate Vehicle List is attached) k. Probability (%): By default, it will go to 85% change to 100%

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l. Billing Frequency: Monthly (Add-Ons), Quarterly, Yearly 3 Year Prepay 3. Click Save & Add Product.

FIGURE 4.2 CHOOSE PRICE BOOK

4. 5. 6. 7. 8. 9.

Chose the Price Book for your Opportunity. Click the Save. From the Price Book, click the empty box by the products. Check the applicable products. Click the Save. From the Add Products Screen, enter the quantity of each item. You can also adjust the Sales Price for any discounts for the customer. 10. Click the Save.

Accessory Orders Process When you encounter an order that requires Accessory parts that are not on an existing Subscriber Agreement (SA), follow the process to ensure the necessary parts are ordered and shipped correctly. Accessory Orders With Customer Charge - if there is a charge for Accessory Order and/or SA

(Subscriber Agreement) is required Support Rep must: 1. Create a new Opportunity , select Accessories as the Type: a. If SA is signed via Docusign, it is automatically sent to .Orders. b. If SA is signed manually, handwrite Opportunity Number on SA then send counter-signed SA to .Orders 2. Order Verifications, upon receipt of Opportunity Number and countersigned SA will build Inventory Parts within the Opportunity. 3. Order Verifications will setup Shipping Instructions then create an SF Task entitled Accessory Order for Ship Approval assigned to Support Rep. 4. Support Rep, upon receipt of Accessory Order for Ship Approval SF Task, will add Shipping Parts to Shipping Instructions then Ship Approve the Shipping Instruction. 5. Order Verifications enters the Accessory Order into MAS500.

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No Customer Charge - if there is no charge for an Accessory Order and no

SA is required, Support Rep must: 1. Create a new Opportunity, select Accessories as Type. 2. Support Rep to build Inventory Parts within Opportunity. (Follow instructions on the SF to TOPSS Transition doc, also attached here.) 3. Support Rep to add Shipping Parts to Shipping Instructions, verify Ship To Address, then Ship Approve the Shipping Instruction. 4. Order Verifications enters the Accessory Order into MAS500. Note: If an SA was required but was not attached by Support Rep to the Opportunity, Order Verifications will cease processing the order(s) then create a SF Task entitled Accessory Order Needs SA assigned back to Support Rep.

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Inventory Parts Process Once the SA is generated, signed by all parties and approved, the Order Verification Team adds the total number of parts and quantities as ordered on the SA as well as any additional parts as necessary under the Inventory Parts section on the Opportunity.

FIGURE 4.3 NEW OPPORTUNITY PARTS

The part ID and the total Quantity requested on the SA appear on the Inventory Parts list as they are added.

FIGURE 4.4 INVENTORY PARTS

The Order Verification Team creates Shipping Instructions within the Opportunity.

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FIGURE 4.5 SHIPPING INSTRUCTIONS

The Order Verification Team enters the Address, City, State and Zip Code.

FIGURE 4.6 EDIT SHIPPING INSTRUCTIONS SCREEN

In the event of multiple shipping addresses the Order Verification Team creates Shipping Instruction for each location.

FIGURE 4.7 SHIPPING INSTRUCTIONS LIST

Once the Inventory Parts are complete and Shipping Instructions are created the Project Initiation Task is created.

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Parts Verification and Shipping Instructions During the Project Initiation task when doing the Site Survey of a NBO/AddOn/Conversion case, the Support Rep works with the customer to confirm that the Inventory Parts are correct based on the customerâ&#x20AC;&#x2122;s expectations, the Subscriber Agreement (SA) and the vehicle list. Should there be a discrepancy in quantity, products, or expectations the Support Rep contacts the AE. If the Inventory Parts need to be adjusted for items that do not have a price associated, such as JBus 6 or 9 pin cables or brochures, the Support Rep creates a Task for Matthew Hunt with detailed notes as to what actions to take. The Support Rep will not be able to make changes to the Inventory Parts. 1. Navigate to the corresponding Opportunity, which can be found on the Case page above the Solutions section.

FIGURE 4.8 OPPORTUNITY NUMBER

2. Hover on Shipping Instructions and click on the Shipping ID.

FIGURE 4.9 SHIPPING ID

3. Within each Shipping Instruction Detail, the Support Rep will build a Shipping Parts list to indicate the quantity of each part meant to ship to this location. Click the New Shipping Part button.

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4. Clicking New Shipping Part causes the Available Shipping Parts box to appear. This is the complete list of Inventory Parts for this Subscriber Agreement. Parts that are not in the Inventory Parts List and therefore not in the Available Shipping Parts are not available to ship. Click SELECT for each line item.

FIGURE 4.10 AVAILABLE SHIPPING PARTS

5. When the Support Rep clicks SELECT next to each part in the Available Shipping Parts box, the New Shipping Part interface appears. In the Quantity field the Support Rep enters the Quantity for each part meant to ship to this address and clicks Save after each entry.

FIGURE 4.11 NEW SHIPPING PART QUANTITY

6. The list of Shipping Parts forms at the bottom of the Shipping Instruction.

FIGURE 4.12 SHIPPING INSTRUCTION DETAIL SCREEN

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7. If a quantity entered is greater than the total number of ordered parts, could be multiple Shipping Instructions, an error will occur.

FIGURE 4.13 SHIPPING PART EDIT SCREEN

Note: If after performing a Site Survey (or reviewing Vehicle List) the IPM discovers that “Inventory Parts” do not appear within the pool of parts to be allocated to a Shipping Instruction, the IPM must raise/assign a SF Task entitled “Revised Order” requiring Order Verifications to update/modify SF Sales Order for Inventory Parts. IR Team will not process an order that has parts listed in the comments section of the Shipping Instructions. 8. The Support Rep has the ability to change the Shipping Instruction’s Company, Address, City, State, Zip Code and quantity of Shipping Parts to meet customer instructions. 9. After confirming all parts, quantities and shipping address listed in the Shipping Instruction are correct- check the “Approved to Ship” checkbox to requisition the parts. Allow 5 business days for product to arrive when marking Approved to Ship prior to scheduling installations. Once an Installation Date is available enter it in the Actual Install Date field.

FIGURE 4.14 APPROVE TO SHIP SCREEN

10. Once the “Approved to Ship” checkbox is selected and that page Saved, Support Rep should assume the order will ship as requisitioned.

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11. Once the Shipping Parts are “Approved to Ship” and therefore requisitioned, the Shipping Parts or Shipping Instructions cannot be edited.

FIGURE 4.15 SHIPPING INSTRUCTIONS ERROR MESSAGE

12. When the order is fulfilled by distribution and manifested through our shipping system, the Tracking Number and Carrier will populate in the Shipping Instructions.

FIGURE 4.16 SHIPPING INSTRUCTIONS TRACKING NUMBER & CARRIER

13. Your “Approved to Ship” action in Salesforce® triggers the Order Verification Team to take the appropriate action in TOPSS. You no longer need to verify shipping, product, or quantity TOPSS, this is done in Salesforce®. You can now find Tracking and Carrier information in Salesforce®. Note: If after “Ship Approval” the Order Verifications Rep discovers the Salesforce® Shipping Instructions are either incomplete or missing information (e.g. Safety Analytics, 6 Pin Cables etc…), the Order Verifications Rep will unapproved the Shipping Instruction, raise/assign a SF Task for you to update the SF Shipping Instructions and re-Approve to Ship.

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14. In case of emergency â&#x20AC;&#x201C; a Support Rep can Request to Stop Shipment which automatically sends order verification an email notification. This is no guarantee that it will stop and can only then be released by the order verification team. Treat this with extreme caution.

FIGURE 4.17 REQUEST TO STOP SHIPMENT

15. The order transitions to the warehouse and is processed through TOPSS and eventually our new order fulfillment system MAS500. SF updates the tracking number, the carrier and IP address(es) as information becomes available after shipment through the fulfillment process.

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TOPSS to Salesforce Q&A Q1- When there is a discrepancy for quantity, product, or customer expectations we currently go back to the AE. This process states to go to Matthew H unt. What is the process? A1: No change from current procedure. If SA requires update to price, product, terms or contract value, the IPM must escalate the order to Account Executive (“AE”) (via e-mail) who remedies issue with Customer and prepares revised SA for Customer signature. If after performing a Site Survey (or reviewing Vehicle List) the IPM discovers that “Inventory Parts” do not appear within the pool of parts to be allocated to a Shipping Instruction, the IPM must raise/assign a SF Task entitled “Revised Order” requiring Order Verifications (formerly IR Team) to update/modify SF Sales Order for Inventory Parts within 24hrs. Please update Training Materials accordingly.

Q2- H ow many days to forecast for shipping to be sure product arrives on time at appointment. A2: No change from current procedure.

Q3- H ow to handle a RUSH Order? A3: No change from current procedure.

Q4- Once approved to ship and unable to edit but need to make an edit to quantity or location- what is the process? A4: Once IPM / CSR “Approved to Ship” the SF Shipping Instructions freeze and can no longer be updated by IPM / CSR and the FedEx Tracking number populates SF Shipping Instruction once shipped. If a FedEx number does not yet appear on the SF Shipping Instructions, the IPM / CSR can attempt to stop the order from shipping and free up the Shipping Instruction by clicking “Request to Stop Shipment.” This action systematically sends an e-mail to .Orders notifying Order Verifications Team to place a Shipment Hold. If a hold can be placed on the Shipment, the Order Verifications Team will free up the Shipping Instructions so IPM may update the Shipping Instructions and re-Ship Approve the order. At this time, the IPM / CSR will not receive a notification that IR Team as freed the Shipping Instructions, so IPM / CSR must periodically log back into the SF Shipping Instructions to determine whether order shipped or is placed on hold and can be edited.

Q5- Will Pick Ticket still be used or IP Addresses button? A5: The IP Address button on the Opportunity in Salesforce will match the IP Addresses listed per Pick Ticket. After the Effective Date (now scheduled for November 19th), the “IP Addresses” button on the Opportunity in Salesforce will be the best source for IP Addresses, however, the TOPSS Pick Ticket will still be available for viewing after the Effective Date.

Q6- Will name of Pick Ticket be changed to reflect the Opportunity number? A6: No. After the Effective Date, the Salesforce Shipping Instructions will take the place of the TOPSS Pick Ticket for IPM / CSRs. The Pick Ticket will be available for viewing only after the Effective Date. The Opportunity Number and the TOPSS Number are different numbers assigned from different systems. After the Effective Date, the Opportunity Number will be the Sales Order number of record.

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Return Merchandise Authorization (RMA) Process This process allows for Implementation Managers, Customer Service, Provisioning, and Distribution the ability to view the same information and keep track of the Returned Merchandise. Create New RMA Task 1. From the Case Tab, Select RMA Hover Link.

Click New RMA. 3. Complete the form:

a. Enter RMS Name – this will change once saved. b. Select Type: • Standard RMA • Repair RMA c. Contact Name. d. Shipping Address. e. Shipping City. f. Shipping State. g. Shipping Zip Code. h. Shipping Country. i. Case Number will auto populates. j. Enter VSR name. k. Enter Due Date – this is 2 business days from current date. l. Enter Description of Problem. 4. Click Save. 49

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5. After creating the RMA Task, click â&#x20AC;&#x153;New RMA Productsâ&#x20AC;? button to start adding items to process.

6. Complete the highlighted Red areas on the Information form:

7. Click Save and change the owner to Christian Bastidas.

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Part name (hit the icon on the right of the fill in box).

Back Order check box is to be used by Distribution.

IP Address is filled by Distribution if VLU is returned.

IP Returned to be filled out by IPM/CSR. Check if product requires custom messaging (double check).

Quantity of RMA items. VLUâ&#x20AC;&#x2122;s will require their own RMA product with a quantity of 1.

Check this box if a VSR is not needed.

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Reports & Dashboards

A Report returns a set of records that meets certain criteria, and displays it in organized rows and columns. Report data can be filtered, grouped, and displayed graphically as a chart. Reports are stored in folders, which control who has access. Reports give you access to the data Teletrac® has accumulated over time, enabling you to make informed decisions. Dashboards allow users to examine Teletrac’s data in an easy-to-understand format. The Dashboard will display the selected Reports contents. Both of these tabs work in unison.

③

②

①

FIGURE 5.1 REPORTS & DASHBOARDS SCREEN

Search Reports Find Reports and Dashboards by searching across all folders, and then refine results by folder or filters. 1. Type the name of the Report in the Quick Search textbox. • As you type the Reports will start to display. 2. Click on the desired Report to display.

Sort Results 1. Hover your mouse over the column you wish to Sort, click the arrow that appears. 2. From the dropdown, select one of the following: a. Sort Ascending – sort from first to last (A – Z). b. Sort Descending – sort from last to first (Z – A). c. Columns – select the columns to display. • Your selection will automatically display.

FIGURE 5.2 SORT RESULTS

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Folders Create or manage Folders from the Folder Pane and control access to your Reports and Dashboards. Move items between folders by dragging them from the list view. Search Folders 1. Type the folder name in the folder search box. • As you type the results will display. 2. Click the name of the Folder. • Folder contents will display in the middle of the screen. Create a New Folder 1. Click the New Folder/Dashboard icon. 2. From the dropdown select New Report Folder. FIGURE 5.3 FOLDERS PANE

FIGURE 5.4 NEW REPORT FOLDER ICON

3. Enter the name of the Report Folder. 4. Click Save.

FIGURE 5.5 NEW REPORT SCREEN

Export Reports 1. Search and select Report. 2. From the Report view, click Export Details. 3. Select the Export File Format: a. CSV – Comma Delimited b. Excel (Recommended) 4. Click Export.

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Reading Reports Salesforce® Reports help you to keep track of your performance and track your SLA’s. It is important to understand how you are being measured in your role as IPM and CSR. Take to the time to review the key Reports with your direct manager.  Search and Export the following Reports: 1. IPM Next Day Task 2. IPM Overdue Tasks 3. IPM AR Churn

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TeamPulse (TP) Master List Report The Master List is a tool used to find the documented and in process outstanding engineering tickets.

• • • • •

When trying to resolve a customer issue using this report early in the process will save you time and unnecessary steps trying to troubleshoot a known issue. Shows that Teletrac® is aware of the issue and proactively working on a resolution. Use the report to find current TPs and to find the status of the TP. Attaching the proper TP to the Case for proper tracking. The more Cases attached can affect the priority by showing more demand for a fix.

Steps to view the Master List Report in Salesforce: Report Terminology Key:

1. Select the Reports Tab

TP - A bug, has been entered into TeamPulse.

Story - Improvement or request to alter the existing product, not a bug issue. Issue - Issue has been raised but is not yet verified as a bug. 2. Select CSC: Bugs Folder 3. Select the Master List with General Columns report 4. The search feature can also be used to find the report (e.g. type in “Master List”)

Legacy - Issue will not be fixed, check for a workaround or upgrade/replacemen.t Sev - System Outage categorized by severity level (e.g. Sev1, Sev2, Sev3, etc.)

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ď&#x20AC;ą Master List Report Types and Statuses TeamPulse Released

Removed Rolled Back Verified In Sprint Pending Validation Pending Re-test Pending Validation Meeting Tabled for Discussion (NO TP) Pending Account Reference Validation Unable to Duplicate Pending Management Approval Pending Additional Information Legacy System Alternative Report Upgrade to Resolve Work in Progress Severity Outage Open Closed

This has been entered into TeamPulse A fix has been released. See Project Name and Release Date at the bottom to find out which ASR/when it was released. The bug will be removed from the Master List but will still be available when searching. This bug has been closed in TeamPulse. The reasons will be noted in the Description or Workaround field. The bug will be removed from the Master List but will still be available when searching. A fix has been released but was rolled back. Likely Development will try to release it again. As of the bug validation process (bug must be present in reference accounts) the bug has been verified or approved for TeamPulse in the Bug Validation Meeting. The TeamPulse bug has been entered into a Sprint. No TeamPulse bug has been opened. If the bug has been approved for a TeamPulse bug the issue number (e.g. ISSUE-65) will be replaced by its TeamPulse bug number The issue must be tested in the reference accounts or during the meeting further testing was requested/required. The issue is pending the validation meeting for an approval to move this into TeamPulse as a bug. No bug will be opened. This will not be brought up in future meetings unless other cases are reported. The bug must be re-duplicated in the reference accounts/the account with the bug must be upgraded to reference standard. The issue reported has not been duplicated in the reference environment. The issue reported has not been duplicated in the reference environment but due to the account/internal investigation it is being brought to the meeting for management approval to move into TeamPulse. Note: Sometimes if issues border on being a bug or an improvement they will be in this status. There is further information needed before presenting this to the Bug Validation Meeting. You will have either been emailed, had notes added to the task or the JIRA entry in SF will note the necessary information. This issue will not be fixed. You should check "Workaround" or the current report matrix to find the upgrade/replacement. There is a report that replaces the original bug's report. We are working on getting the newer report in the Workaround. In the meantime, use the report matrix to determine the replacement report. You need to upgrade the product with the bug (e.g. upgrade the customer to FD9, upgrade to HOS Website 2.0). There is a replacement product currently being built that will succeed the product with the issue. An outage on the system. TPs can also be severity outages but it will have the TP number in the severity along with the level of severity (i.e. Sev 1, 2, 3). The issue is currently open and Development has been engaged to fix it. If a workaround is specified, use it. The issue has been resolved. Ignore the workaround; the issue should no longer be present. The bug will be removed from the Master List but will still be available when searching.

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F E A T U R E S

Documents The Documents Tab is a Document Library for Salesforce® users. A Document Library is a place to store resources files without attaching them to Accounts, Contacts, Opportunities, or other records. Each document in the Document Library resides in a Folder. The folder’s attributes determine the accessibility of the folder and the documents within it.

① ③

②

FIGURE 5.6 DOCUMENTS SCREEN

① Search for a Document, enter keywords to search.

② In the Document Folders section, select a folder from the dropdown list to

view all the documents contained in that folder. ③ The Recent Documents section displays the last ten or twenty-five documents you viewed, with the most recently-viewed document listed first. This list is derived from your recent items and includes records owned by you and other users.

A D D I T O N A L

F E A T U R E S

Upload a New Document 1. In the Recent Documents section, click New. 2. Complete the form:

FIGURE 5.7 UPLOAD NEW DOCUMENT FORM

3. 4. 5. 6. 7.

a. Enter the Document title in Document Name field. b. Check Indicate Document is Internal - Adds a flag indicating that document viewers should not share the file outside of the organization. Checking this box does not expressly enforce any security rules. c. Check External Available Image. d. Select Folder: • My Personal Documents – For your personal use. • Marketing – Documents from Marketing Department. • Operations Images – Images for Operations Team. • Shared Documents – Share with other Salesforce®. • Training – Salesforce® – Training Documentation for Salesforce®. Enter a description of the document. Enter Keywords to help search for the document. Upload the document, click Choose File. Locate file on computer, click Open. Click Save.

A D D I T O N A L

F E A T U R E S

Libraries Libraries contain resources for all Salesforce® users including help files, links and documents. Marketing and Training material are located in the Salesforce® Library.

①

②

③ ⑤

④

FIGURE 5.8 LIBRARIES SCREEN

① Content Search

Is used to search all the content with the Salesforce® Libraries. 1. Select category from the dropdown list: • All Libraries – searches all the content in all the Libraries. (recommended for best results) • Personal Library – Searches all content in user personal library. • CSC Reports – Customer Service Reports • Customer Support Libraries – content for all customer service roles. • IPM: Major IPM – content for Major IPMs. • Salesforce® Training – Searches all documents located in Salesforce® Training library. 2. Enter keywords or document name. 3. Click Search.

② My Libraries

A list of Shared Content from all Salesforce® uses and My Personal Content from individual users.

③ Popular Tags

A list of most used tags for content created.

④ Featured Content

A list of content featured decided by Salesforce® Administrators.

⑤ Recent Activity

A list of most recent items added and the contributors. 59

A P P E N D I X

Table of Figures FIGURE 1.1 LOGIN SCREEN FIGURE 1.2 HOME SCREEN FIGURE 2.1 NAVIGATION TABS FIGURE 2.2 CUSTOMIZE TABS FIGURE 2.3 POST UPDATES FIGURE 2.4 POST FILE FIGURE 2.6 PROFILE SCREEN FIGURE 2.7 EDIT PROFILE FIGURE 2.9 RECENT ITEMS FIGURE 2.10 CHATTER TAB FIGURE 2.11 UNFOLLOW FIGURE 2.12 CALENDAR FIGURE 2.14 NAME LOOKUP FIGURE 2.15 CONTACTS LIST FIGURE 3.1 CASE VIEW FIGURE 3.4 ACCOUNT SCREEN FIGURE 3.7 NEW CASE FIGURE 3.8 CLOSE CASE FIGURE 3.10 TASK IN SALESFORCE FIGURE 3.11 ACTIVITY LIST BUTTON FIGURE 3.12 ACTIVITY LIST FIGURE 3.13 TASK DEPARTMENT SELECTION FIGURE 3.14 TASK ACTION SELECTION FIGURE 3.15 TASK COMMENTS FIGURE 3.24 SERVICE LEVEL AGREEMENT TABLE FIGURE 3.26 CONTACT HOVER SCREEN FIGURE 3.27 NEW CONTACT SCREEN FIGURE 3.28 HOVER LOG A CALL FIGURE 3.30 EDIT NOTE FIGURE 4.1 OPPORTUNITY HOME FIGURE 4.2 CHOOSE PRICE BOOK FIGURE 4.3 NEW OPPORTUNITY PARTS FIGURE 4.4 INVENTORY PARTS FIGURE 4.5 SHIPPING INSTRUCTIONS FIGURE 4.6 EDIT SHIPPING INSTRUCTIONS SCREEN FIGURE 4.7 SHIPPING INSTRUCTIONS LIST FIGURE 4.8 OPPORTUNITY NUMBER FIGURE 4.9 SHIPPING ID FIGURE 4.10 AVAILABLE SHIPPING PARTS FIGURE 4.11 NEW SHIPPING PART QUANTITY FIGURE 4.12 SHIPPING INSTRUCTION DETAIL SCREEN FIGURE 4.13 SHIPPING PART EDIT SCREEN FIGURE 4.14 APPROVE TO SHIP SCREEN FIGURE 4.15 SHIPPING INSTRUCTIONS ERROR MESSAGE FIGURE 4.16 SHIPPING INSTRUCTIONS TRACKING NUMBER & CARRIER FIGURE 4.17 REQUEST TO STOP SHIPMENT FIGURE 5.1 REPORTS & DASHBOARDS SCREEN FIGURE 5.2 SORT RESULTS

1 3 4 4 4 5 7 8 10 10 11 13 13 14 15 17 19 20 24 25 25 26 27 27 33 35 36 36 37 38 39 41 41 42 42 42 43 43 44 44 44 45 45 46 46 47 52 52

A P P E N D I X

FIGURE 5.3 FOLDERS PANE FIGURE 5.4 NEW REPORT FOLDER ICON FIGURE 5.5 NEW REPORT SCREEN FIGURE 5.6 DOCUMENTS SCREEN FIGURE 5.8 LIBRARIES SCREEN

53 53 53 57 59

A P P E N D I X

Customer Support Escalation Path

Customer Issue

Escalate to IPM

Case Closed

Yes

Support Issue?

Yes

Level 1 Support Engages

Issue Resolved?

Level 2 Support

Esc to Unit Programming

Level 1 Investigates/ Troubleshoots

Unit Issue

Server Issue

Issue Resolved?

Escalate to Level 3

Yes

Esc to NCC

A P P E N D I X

Implementation Escalation Path

Implementation Inquiry

Contact IPM Assigned Account

IPM is allowed 4 business hours to respond and 8 business hours to resolve

Resolved: Case Closed

Issue not Resolved in expected time

Contact IPM Manager

Issue not Resolved in expected time

Resolved: Case Closed

Contact IPM Director

Issue not Resolved in expected time

Contact VP of Operations

A P P E N D I X

PROPOSED – REVENUE CYCLE (11.0 – 14.0)

Project Initiation “Site Survey”

Sales Opportunity Creation

Customer Notification E-mail Case# Assignment

Salesforce

Implementation Group

“Ok to Ship V8”

“Acknowledge” Sales Order

Subscriber Agreement

Sales Order Entry MAS500

(Manual Entry)

IR Team

Pick Ticket

Provisioning Team

(assign Teletrac IP to IVU unit) Kit Assembly + Provisioning

Pick, Pack, Ship

IP Activation SO Fulfillment

MAS500

Warehouse Inventory

Pick Ticket (Fulfilled)

SIMS dynamic IP Activation Provisioning Team

Pick Ticket (Fulfilled) (IP Activated)

SO Commitment Invoicing Billing

MAS500

END

A P P E N D I X