Integration SalesForce Case Tracking and Managing

Procedure for Tracking SalesForce Base Business Cases To help track and manage your cases, you can use the ?My Open Created Cases? view in SF, the ?My Cases? view in SF and the CS Created Open Cases report. Note: ?My Cases? will not display all of your Open Created Cases; it will display the cases you are currently the owner of. **Cases should be monitored on a daily basis. Mark your calendars to help remind you to review your cases. **We send out a report twice a week (Mondays and Thursdays) that includes all of Customer Support created cases for Integrations, which is sorted by case owner. This report can also to be used to help manage your cases. ECP Follow Ups 1. After selecting the case, view the Activity and Case Comments 2. Click or mouse over Case Comments to see if any comments have been added or any action has been taken. If comments/action is taken, you should now follow up and either take action, call the account, or simply close the case. a. If you need to contact the ECP, make sure you create a New comment and enter in the Case Comments that you i.e. ?l/m with ECP on v/m,? then Save b. If you tried contacting the ECP and left a detailed message, no further action is necessary, and we haven?t heard back from the ECP, we assume everything is good and close the case after 48 hours. c. If you speak with the ECP, and the issue is resolved or no action is necessary you can enter in Comments indicating that, click on Save, and Close the Case within 24 hours. d. If you have a question or information for the person working on the case, enter in the case comments and re-assign the case back to that person. **Note: The person or team that creates the Case should close the Case Key Points on Case Updates and Responses: ? When following up on cases, allow 7 business days before asking for updates on Integration cases unless an ECP is requesting one (notate on Case Comments). ? For Call Back Requests, the timeframe for Integrations to respond is 48 hours. ? All Integrations cases should be opened and commented on within 48 hours. ? If the case is in ?Waiting? status, do not ask for an update as Integrations will update the case when they receive the information on. No comments will be made during the ?Waiting? status. ? When any changes are made to a Case, the Case Creator will receive an email notification. The Case Owner receives an email notification every time there are any changes on the Case. If you need to ask a question, ask for an update, or notify a person of any information, you must change the case owner and assign it to the person an update or question is needed from, add what is needed in the Comments section, and put a check mark in the box next to Send Notification Email before saving. ? Integration team member will change the status to ?No Response? after 21 days if the resolution requires feedback from an outside source but the outside source is not responding to multiple communication attempts. Receiving Notification Emails on Cases If a notification email was received that a Case Comment has been added or the Case Owner has changed back to yourself, you can follow the link on the email to open the Case in SalesForce, and follow up that way. **Note: Do not put a check mark in the "Make Public" box on Case Comments. In the future, this will allow customers to see any Case Comments