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Table of Contents
1 System Configuration .......................................................................................................................... 3
1.1 Portal Requirements ....................................................................................................................... 3
1.2 Case “Complaint” ............................................................................................................................ 3
1.3 Case “Takata” ................................................................................................................................. 4
2 Reporting ............................................................................................................................................... 5
2.1 Case ............................................................................................................................................... 5
2.2 Email Templates ............................................................................................................................. 5
3 Solution Design .................................................................................................................................... 6
3.1 General Requirements.................................................................................................................... 6
3.2 Takata ............................................................................................................................................. 7
3.3 Reports ........................................................................................................................................... 7
Changes Register ........................................................................................................................................ 8
Delivery Timeline ......................................................................................................................................... 9
1 System Configuration
1.1 Portal Requirements
BR01.1.2 Ability for GEC agents to create and identify Complaint cases.
BR01.1.3 Ability for GEC agents to create and identify Recall “Takata” cases.
BR01.1.4 Ability to share Cases “Complaint” with a dealer role “Guest Experience Manager”
BR01.1.5 Ability to share Cases “Takata” with the dealer recall team.
BR01.1.6 Case ownership is exclusively on GEC agents.
BR01.1.7 Cases should not be view by a different Dealer GEM than the one directed to.
BR01.1.8 Ability to escalate a case to the Dealer principal if there is not action after 24 hours of being shared.
BR01.1.9 Ability to notify the case owner if there is not action after 24 hours of being escalated to a Dealer Principal.
Complaint against the Dealer “GEM” should not be allowed to be shared with the Dealer GEM. GEC team will handle this
BR01.2.2 complaint directly with the Dealer Principal.
BR01.2.3 Ability to make case comments private for Dealers; GEC agent should have access to all comments.
BR01.2.4 Ability to notify the Dealer GEM via email when a case have been submitted for review.
BR01.2.5 Ability to create private attachments. Private notifications should not trigger notifications.
BR01.2.6 Ability for Dealer GEM to add digital document to a case.
BR01.2.7 Restrict dealer GEM to edit a case when it is closed.
BR01.2.8 Notify Dealer GEM and GEC when a comment have been added to the case.
BR01.2.9 Ability to notify the GEC team about Guest personal detail changes.
BR01.2.10 Ability to notify Dealer GEM and GEC agent case owner when a case status has changed.
BR01.2.11 Ability to send a notification when a case has been picked from the queue. TBC
BR01.2.12 Ability to select a Dealer GEM when creating a case
BR01.2.13 Ability to select the values “Shared”, “Pending My action”, “Escalate to DP”, “Re-Assign to GEC” for complaint cases.
2 Reporting
2.1 Case
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3 Solution Design
3.1 General Requirements
SD03.1.2 • Create a record type for Complaint and Recall cases. BR01.1.2
• Create a category type for Complaint and Recall cases. BR01.1.3
TBC: Current business process might be affected by creating a record type.
Create a lookup field to contact filtered by “Guest Experience Manager” Role. BR01.1.4
Create a lookup field to contact filtered by “Takata” Role. BR01.1.5
SD03.1.3 BR01.1.7
OR
Create a automate process via APEX code to select the correspondent dealer staff. BR01.2.12
Add the values “Draft”. “Shared”, “Pending My action”, “Escalate to DP”, “Re-Assign to BR01.2.1
GEC” value to the case type “complaint”. BR01.2.13
Comment: Verify current workflows, email alerts and TSS sharing process.
Create a checkbox field to identify when a complaint case is against the “Guest Experience BR01.2.2
SD03.1.4
Manager”.
Enable Salesforce Chatter for private comments BR01.2.3
OR
SD03.1.5
Develop a solution via VF page and Apex code to allow comments to be private for dealers.
SD03.1.6 Field “Case Owner” should be read only for Dealers. BR01.1.6
Create a process builder and email alert for: BR01.2.10
• Case Status is “Shared”. BR002.2.1
• Case Status is “Pending My action”. BR002.2.2
• Case Status is “Escalate to DP”. BR002.2.4
SD03.1.7
• Case Status is “Re-Assign to GEC”. BR01.2.11
• Case is a “Complaint against GEM”.
• Case has ownership has changed from queue to user.
3.2 Takata
Add the values “Draft”. "Not yet visited" "No answer" "Refuses Booking" "Requires BR01.3.4
Tow/Fuel card/etc" "Booking made" "Airbag replacement completed" values to the case
type “Takata”.
Comment: Verify current workflows, email alerts and TSS sharing process.
SD04.2.4 Add a text field to “Takata” Cases and name it “Barcode” BR01.3.5
Notify GEC agents when a case “Update Guest details” has been created from the dealer BR01.3.3
SD04.2.5
“GEM”.
3.3 Reports
SD04.3.2 Create a report for case type “complaint” base on the status “Shared”. BR02.1.2
SD04.3.3 Create a report for case type “complaint” base on the status “Queued”. BR02.1.3
SD04.3.4 Create a report for case type “complaint” group by “Draft”. BR02.1.4
SD04.3.5 Create a report for case type “Takata” group by “Dealer” BR02.1.5
SD04.3.6
Changes Register
Delivery Timeline
Delivery Type Date
Business Requirements Document 1st May 2018
Solution Document 2st May 2018
Reporting, Document Generation
UAT To be defined
GO-Live To be defined
*Note: Delivery timeline may change based on show case feedback, change request or other factors affecting the project.