Internal Applications Request Form

Use this form to submit Feature and Idea Requests to the Heartland Internal Applications teams.

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Display PCI Information on the Merchant Detail Page

The contact center agents have to go into the pricing portal to obtain merchant PCI information, which takes up additional time.
Guest about 2 years ago in Enhancement Request 0 Needs more information

Linked Software Enhancement in OMS

In OMS when ordering equipment we have to link the device to a software. If we check out and the wrong software is selected we have no access of going back in and editing that.
Guest about 2 years ago in Enhancement Request 1 Needs more information

Client Service: I would like to build a case type called "transition case" to help facilitate moving accounts into a queue for each payroll region so that clients can be assigned easier.

New Client Services transitions accounts to a master list and then they are assigned to new specialists and then new client services transitions to said specialist. It's currently a messy process, and leads to a lack of accountability/visibility/e...
Mike Sammon about 2 years ago in Enhancement Request 1 Needs more information

Client Services: New Case Workflow: Payroll Admin: I would like a Payroll Admin work queue built to allow that team to have workflows and case and task types assigned to it. Similar to the payroll tax queues

Currently admin tasks are driven by google form and side messages. Being able to have certain case types and tasks assigned to them would enable us to gauge workflow and create tracking.
Mike Sammon about 2 years ago in Enhancement Request 1 Needs more information

Update to ISV Product Team Salesforce

The Product team moved their CRM to Salesforce from a number of Excel spreadsheets about 6 years ago. There was not a lot of thought put into how these objects were setup and so there are a number of items that are in places that are making data m...
Josh Avila about 2 years ago in Enhancement Request 0 Needs more information

Client Services: Azure Integration: Automation: I would like certain status changes in Payroll Platform to create case (or template) or alert based on what it is.

Currently, we have various emails used to communicate information and its both time consuming and doesn't accomplish data being tracked.
Mike Sammon about 2 years ago in Enhancement Request 1 Needs more information

Client Services: Call Routing: Client status

Currently, if a client isn't recognized they have an option to allow the phone system to route them into any phone queue. I would like certain statuses to only be able to flow to our new client services team, certain to flow to our client services...
Mike Sammon over 2 years ago in Enhancement Request 0 Needs more information

Client Service: regional SPASupport Boxes and PDM Escalation Boxes

Currently, we have an issue with our SPAs utilizing SPA Support to request help which creates a lack of visibility and more "side conversations" with specialists tangling up the various channels. The same with our PDM escalations. I would like A S...
Mike Sammon over 2 years ago in Enhancement Request 0 Needs more information

Support Enhancement Requests

Here is a direct list of things Support would like to see added to Salesforce/CCP if possible. This is more of a wishlist and we are open to having a call to discuss whats actually possible vs beyond functionality. We've attached the doc we were w...
Vaughn Johnson over 2 years ago in Enhancement Request 0 Needs more information

S-RM Activity Tracking - Add a dashboard in community view for S-RM’s to see their Tasks

Need for an alternative for S-RM to track and see their activities, instead of manual. Enhance HPOS ‘Community’ in SF to utilize it for activity and revenue tracking for activity coaching
Guest over 2 years ago in Enhancement Request 0 Needs more information