Enhancement Request

When creating a product support CCP case, you need to manually enter the contact's information (name, phone # and email). However in all other CCP cases, the list of available contacts prepopulates after choosing the account so you can select the ...

As a Client Services specialist, we have inefficient call logging processes to relate the call log task to the SF account and cases. This creates duplicate effort and missed client engagement logging by the specialist around client support. If we ...

With SF (CCP) we should have the ability to customize our home page layout with information that is important to our day to day job activities. We currently have nothing but our phone stats, which in implementation is not our main focus. Having th...

While in the CCP, you can go through "Your" page to create a CCP case. Additionally, you can search for a business, select their account, and create a case from their "page". When doing this, it would be wonderful if the account information autofi...

As a client services leader, we have open and reopened cases that are misallocated when the case owner is no longer with the company, has moved to another business unit or is on PTO. This creates a poor client experience as the case will go unresp...

Within Salesforce/CCP: Case Management "Version 1" has been established and will go live with Payroll Optimization. This is Priority 6 of 8 for "Version 2" of Case Management. As we continue to see case management grow and work towards every clien...

Whenever we submit CCP cases, like for tax notices, we and the client get a notification email which includes a link to the CCP case. Many clients have requested access to the CCP to view the case and try to contact tax directly. This link should ...

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. Thes...

We are having issues with contact mapping between Payroll and Salesforce causing call and email routing issues.

Within Salesforce/CCP: Case Management "Version 1" has been established and will go live with Payroll Optimization. This is Priority 7 of 8 for "Version 2" of Case Management. The goal here would be that all payroll alerts - alerts to run payroll,...