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 working from so feel free to make comments or ask questions.

• List Views - New ADO request - USER STORY 23983

  • Ability to pin more than one list view

    • Ability identify a default

  • Cases marked as high priority show with a red highlight (column) - this is a low lift

• Notifications

  • Auto-generated email notification if there has not been a response on a case after 2 business days, to the ‘submitted by’ user. - FEATURE 23985

    • Submitter and supervisor on the case receives the notification

      • This would apply to the following statuses

        • Waiting on agent

        • Waiting on client

        • Waiting on third party

      • Research/update the logic associated to chatter conversations - USER STORY 23984

        • IE: Case owner @mentions a person and it changes it to waiting on third party or waiting on client, third party or client responds and it changes back to waiting on agent, if agent then responds but doesn't at mention the status remains on waiting on agent.

  • Notify case owner of any new chatter posts without needing to be tagged - FEATURE 23986

    • Threads will start on a case and the comment on the thread and without an @ mention there is not mention

• Knowledge Base - FEATURE 23987

  • Ability to insert a link to a KB article rather than just importing the entire article in the case from the quick options (currently attach, detach, copy/paste url)

  • Ability to make private KBs or a private folders for KBs

• Reporting - FEATURE 23988

  • When creating Reports, have a category for popular reports that display the most used/created reports.

  • Investigation into the ability to add a module on a dashboard that would take a user to the create a case page or even create an escalation case. Not necessarily full integration to create a case on the dashboard screen but a button of sorts that would allow the routing to create said cases.

  
  

• Bugs

  • When Salesforce times a user out, the page redirects to a URL that will not give an SSO error when attempting to re-log back in. - USER STORY 23989

  • Fix the error that occurs when tagging a user underneath an email response.

• Tool tips on the different case types that explain what they are for(i.e. Payroll Support would say “This team handles errors that occur within the payroll application and errors that occur within Salesforce/CCP”). - USER STORY 23991

• Permissions Based - FEATURE 23990

  • Have text appear in the upper left hand corner that shows current outstanding tickets when setup with a profile that includes “Payroll'' in it.

  • Permission grouping for roles - allow templates for different roles to be built out so that they can be assigned rather than individually selecting them.

• Payroll Support: Add way to track if Salesforce case was escalated - Old ADO 36734

• Payroll Support: Visual Indicator for SLA Breach Payroll Support - Old ADO 13849

• Payroll Support: Ability to submit an email-to-case on behalf of another person and still be recognized as the Case Submitter - Old ADO 15613

• Payroll Support: Average Touches per Case Type report - Old ADO 14551

• Filter page based on multi-select picklist. For instance if a New Hire needed access to Salesforce and RPA, we could have them select both and then display the appropriate fields for each. - Old ADO 31992
  

• Request removed

  • Payroll Support: Update SLA Ending Trigger - 40585