Salesforce Seats for Sales Support and ProdOps Teams

We are needing to add Salesforce to the Frontline Team within ProdOps and Install Team, Technical Advisor, and IT Sales Support Team within Sales Support. We also need Partner Support's current seats to be migrated to share the same instance. These instances should be linked to the PM Team Corporate instance and have the same populated fields for Account Details, Products, Related Cases, Link to All Equipment, Chain Links, etc. We will also need an RM record where the sales rep is the object for cases concerning RMs without a merchant ID attached to the case.

When the Sales Support teams create a case, we will need an Identifier field for the unique call ID # from the telephony system, the Drift chat URL, the email subject line, or the ticket # from the case origination. Case Origin options should include: Phone, Email, Chat, Ticket. We will need a subfield for Case Category based on the option selected for Case Origin -

IF CALL: Inbound or outbound

IF EMAIL: Can Sales Support, Installs, Partner Support, ITSS, Atlas Support, Voicemail, Sales Google Group, BI Form, DataCap Rental, FreedomPay, RCS, ProdOps, PayLink, FiSoft, Instant Deposit, Charge Anywhere, and Micros Support

IF TICKET: Termination, HR Request, Chromebook

IF CHAT: Atlas or Text"

Additionally, we will need to replicate the Call Type and Detail functionality of the Servicing Site in order to migrate our teams over to Salesforce. The Case Reason dropdown should replicate the Description field of HCSdb.dbo.hpstCallType with Case Detail as a subfield replicating HCSdb.dbo.hpstCLDetail dependent upon selection in Case Reason.

Status should include the options Open, Escalated, Complete, Researching, No Action, Waiting on Agent, Waiting on Client. We will need the ability to add multiple comments to a single case. Cases should be able to be reassigned from one user to another by a team leader in case of an escalation or absence. All teams will need Email-To-Case from specified distros.

At this time, the Frontline Team will only need three seats and will only be using this for Email-To-Case with plans to eventually use as a full CRM for all case types. The users will be Rob Vuyovich, Adam Roberts, and Brandon Nielsen. Since they are only piloting this for email-to-case, they will need the ability to add email distros and user seats as their progression develops. The team will start email to case with the distro instantdeposit@heartland.us.

Install Team will have two primary users and one supervisor: Celeste Loehr and Kayla Washington with Brittany Luttrull supervisor. This team will need email-to-case for all emails coming into hscinstalls@e-hps.com. They will also utilize the instance as their sole CRM for phone call cases.

IT Sales Support Team will have five primary users and one supervisor: Devan Gibson, Chau Radcliffe, Shane Henry, Erin Davis, and Kat Melchor. This team will need email-to-case for the following distros: itsalessupport@e-hps.com, atlassupport@e-hps.com, salesgooglegroupsupport@heartland.us, ipadsupport@e-hps.com with the ability to add future distros. They will utilize the instance as their sole CRM for all phone, email, chat, and ticket cases.

Technical Advisor will have 1 user: Ed Collins. Jessica Jones is the supervisor of both IT Sales Support and the Technical Advisor. Technical Advisor will need email-to-case for the following distro: hscsalessupporttechnicaladvisors@e-hps.com

Partner Support will need to be moved from the instance of Salesforce they are currently using to this one: users Zack Lovan, Danny Tongco, Amanda Goins, Heather Sims, and Megan Anderson with supervisor view for Kevin Bober. They will need email-to-case from hscpartnersupport@heartland.us, eastsalessupport@e-hps.com and westsalessupport@e-hps.com with the ability to add future distros to their email-to-case. They will use this instance as their sole CRM.

Abby Griffin will need to be able to view the Technical Advisor, Install Team and IT Sales Support Team. Mike Kinney will need to be able to view Partner Support, Technical Advisor, Installs, and IT Sales Support. I will need access to all teams (ProdOps, Technical Advisor, Install, IT Sales Support, Partner Support, Portfolio Management) in order to create organization-wide reporting for Robby Robinson.

We would like to utilize the functionality PM team once used to publish case records to the manager notes of the Servicing Site until the rest of the company has migrated to Salesforce.