Internal Applications Request Form

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Status Needs review
Enhancement, Defect/Bug Enhancement Request
Created by Kenn Johnson
Created on Mar 14, 2023

RELATED REQUESTS

Client Services: Single record type

Having multiple record types causes some discomfort when building reports and reviewing all cases associated to Client Services

Impact - Which group does this impact? Payroll Operations
Background Information

Having multiple record types causes some discomfort when building reports and reviewing all cases associated to Client Services
Impact - Processes

  • Manual case creation for both Client services (SPOC & TSS Agents self assignment)

  • Manual case creation internal payroll ops departments (Product support, tax, fulfillment, client management, risk management, spa support)

  • Outbound email address - SPOC - new user story for service level

  • Outbound email address - TSS (hot fix story & new user story)

  • Voicemails - SPOC - new user story for service level

  • Voicemails - TSS - new user story for service level

  • Omnichannel - SPOC Floating Accounts

  • Omnichannel - SPOC No match

  • Omnichannel - TSS Support

  • Transfer cases - Internal to client services teams (SPOC & TSS)

  • Transfer cases - external to client services teams

  • List Views TSS - IE no. match contact email is it looking at the to email then record type or the to email then record type. (Client.services vs tsseast)

  • E2C - SPOC

  • E2C - TSS
Stakeholders - Accountable

Selisha Terrance,Sandi Carr, Abigail Munroe
Stakeholders - Consulted

Mike Sammon, Kenn Johnson, Alexandra Stamper
Risk

This allows for difficult reporting, creating over complicated reports, gaps in data, etc causing missed training opportunities and improved client experience.

Risk Frequency 4 Frequent: Once to several times a week
Opportunity

If we were able to have all client services cases within one record type within SF we could improve client response times when there are staff shortages, quickly identify outages or system issues, and improve support protocols and process for improved SLAs/response times, and resolutions.

Opportunity Frequency 4 Frequent: Once to several times a week
Impact 2 Affects Comfort to client / Minor risk alleviated / Minor Opportunity achieved
Strategic Initiative HCM/Payroll Optimization
Delivery Date Feb 1, 2024
Implementation Strategy All at once
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  • Admin
    Anna Ra
    Reply
    |     Mar 14, 2023

    Per conversation had on 3/9 with Kenn Johnson, we discussed why the current process has the general question and the client services record type. At the time of development Salesforce did not have the necessary fields populating from Payroll to Salesforce to mitigate the potential for a case (all prs) situation.

    Now that information is more readily available, we agree that moving to a single case record type is the best course of action, we just need to determine case routing hierarchy associated to the fields populating to Salesforce that will drive routing.

    IE: Service level, account owner, account status, region, account owner status, etc.