Internal Applications Request Form
Use this form to submit Feature and Idea Requests to the Heartland Internal Applications teams.
Use this form to submit Feature and Idea Requests to the Heartland Internal Applications teams.
Current Phase 1 of Case Management allows Other Depts to create cases for a Payroll Specialist and allows a Specialist to "Self-Report" cases through the same Salesforce/CCP Form. This is needed and valuable in the instance of a phone call or if another dept gets a request that should be assigned to a Specialist.
However, this form can take upwards of 90 seconds to complete in order to create a case. If we are asking Payroll Specialists toSelf-Report on our "Top 10" most common requests, at a minimum we will be adding 30-45min of work per day to their plate as they fill out the form and create case after case. This is not time that they can currently afford nor is it action they are likely to commit if it is self-regulated.
My proposal is to give them the ability to take an incoming email request and forward it directly into the system using a given email (i.e. ClientServices.CCP@e-hps.com) which automtaically creates the case and then automatically assigns the case to them (Because the queue recognizes that they are a CCP User and not just a contact). This takes a 90sec Case creation and turns it into a 10sec Email Forward.
| Impact - Which group does this impact? | Payroll Operations |
| Delivery Date | May 15, 2022 |
This is on Anna Ra's roadmap
For the Client Services case management implementation, this project was originally discussed to be implemented in 2 phases but we had no official request for phase 2. Therefore an AHA request was submitted so it could be planned into the upcoming PI plan which started on 4/11. After further discussion with Andrew, the decision was made to release both Phase 1 and 2 at the same time for case creation by other departments as well as cse creation for self reporting using email to case.
We are using the following items to track work.
ADO Feature - 54959
This should correspond with the AHA request which is used for Product roadmapping
Project roadmap/timeline: Lines 39-42