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Guest Experience Center


Salesforce Sales Cloud

Dealer Case Sharing


Implementation
“Complaint & Takata”
Business Requirements
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Dealer Case Sharing Implementation


Business Requirements

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

System Configuration Page 2 of 9


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Dealer Case Sharing Implementation


Business Requirements

1 System Configuration
1.1 Portal Requirements

BR# Requirement Detail


BR01.1.1 Ability for Dealer to view Complaint and Recall “Takata” Cases raised by the Guest Experience Center.

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.

1.2 Case “Complaint”

BR# Requirement Detail


BR01.2.1 Ability for GEC agents to create cases on “Draft” status; “Draft” status means the case has not been shared with the Dealer

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.

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Dealer Case Sharing Implementation


Business Requirements

1.3 Case “Takata”

BR# Requirement Detail


BR01.3.1 Ability to access the portal from mobile devices.

BR01.3.2 Ability to add comments to a case.

BR01.3.3 Ability to notify GEC agents of update of Guest details.


Ability to classify a “Takata” case with :
1. Not yet visited.
2. No answer.
BR01.3.4 3. Refuses Booking.
4. Requires Tow/Fuel card/etc.
5. Booking made.
6. Airbag replacement completed.
BR01.3.5 Ability to add a barcode scan number to the case record.

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Dealer Case Sharing Implementation


Business Requirements

2 Reporting
2.1 Case

BR# Requirement Detail


BR02.1.1 Ability to report on cases “Draft”

BR02.1.2 Ability to report on cases “Shared”

BR02.1.3 Ability to report on cases “Queued”


BR02.1.4 Ability to report on cases “Status”
BR02.1.5 Ability to group “Takata” Cases by Dealer.

2.2 Email Templates

BR# Requirement Detail


BR002.2.1 Develop an email template for Email submission.

BR002.2.2 Develop an email template for Dealer Response.

BR002.2.3 Develop an email template for Escalation points.


BR002.2.4 Develop an email template for no Dealer Principal record in Salesforce.
BR002.2.5 Develop an email template for Case closure.

Reporting Page 5 of 9
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Dealer Case Sharing Implementation


Business Requirements

3 Solution Design
3.1 General Requirements

SD# Solution Detail BR# Prerequisite


SD03.1.1 Develop a Salesforce community portal for cases BR01.1.1

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

Adjust the Support settings for cases.


SD03.1.4 Adjust the assignment rules to include the new Case support setting.
Create a validation Rule to restrict the value “Draft” once the case has been
submitted/shared.

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.

Use Salesforce “Files” for private attachment BR01.2.5


OR
SD03.1.8
Develop a solution via VF page and Apex code to allow attachments to be private for
dealers.
Develop a process builder and an email alert for new comments. BR01.2.8
OR
SD03.1.9
Use Salesforce chatter to notify dealers. Manual setup is required to activate immediate
notifications.
Create escalation rules for “Complaint” Cases if they have not being action within 24 hours. BR01.1.8
SD03.1.10
BR01.1.9

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Dealer Case Sharing Implementation


Business Requirements

Check business requirements.


Develop an apex solution to modify the level of access to “Read Only” to dealer staff when BR01.2.7
SD03.1.11
a case has been closed.
Allow dealers to create case for update guest details and assign to the “complaint” Case
owner.
SD03.1.12

TBC: Business process from the GEC perspective.

3.2 Takata

SD# Solution Detail BR# Prerequisite


SD04.2.1 Use Salesforce One to access salesforce communities. BR01.3.1

Use Salesforce Chatter BR01.3.2


SD04.2.2 OR
Standard Comments feature

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”.

Adjust the Support settings for cases.


SD04.2.3
Adjust the assignment rules to include the new Case support setting.
Create a validation Rule to restrict the value “Draft” once the case has been
submitted/shared.

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

SD# Solution Detail BR# Prerequisite


SD04.3.1 Create a report for case type “complaint” base on the status “Draft”. BR02.1.1

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

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Business Requirements

Changes Register

CR# BR# / SR# Date Change Summary Requestor / Comments


CR001
CR002
CR003

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Dealer Case Sharing Implementation


Business Requirements

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.

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