Internal Applications Request Form

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

1 VOTE

Status Needs more information

Enhancement, Defect/Bug Enhancement Request

Created by Mike Sammon

Created on Sep 23, 2022

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.

Impact - Which group does this impact?	Payroll Operations
Background Information Current Process Case is currently assigned to a Payroll Specialist (TSS, SPOC, CSS, etc). Payroll Specialist determines that this task is one that Admin said they can assist with and fulfill for the Payrol Specialist Payroll Specialist can manually assign the case to this created Admin queue Admin Team then assigns these cases to an individual on the team to complete and close. Business Impact There are many administrative tasks that are assigned to the Payroll Specialists that te Admin Team can actually complete for them. Since most of the data already flows through Salesforce we wanted an ability to have an Admin queue to assign work to them to complete. Changes requested Currently an Admin queue does not exist from my understanding We would like to create am admin queue within Salesforce so that people/internal employees can move cases/tasks to the Admin Team to complete. Working with Admin Sup, Jessica Bowler, to assign work to her team that they can complete for others.
Delivery Date	Oct 14, 2022

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Ashley Downs

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| Sep 26, 2022

Tax team uses google form and spreadsheet, want to use SFDC to create workflow to them instead of the docs. This is only for payroll admins. Work queue for tax/w2

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