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DNA Technical Support Supervisor To-Do List

Cutover Checklist

Can be done before Saturday

Task Status
DNA Agents able to see FLIR Case Types Pending
DNA Agents able to see and add FLIR Products to cases Pending
DNA Agents able to see FLIR Products added to cases by DNA Bogata Agents Pending
EMPOWER Case and Product Type Created in Production
EMPOWER Tech Support Case View Created, need to assign to Empower Agents Created in Production
Ensure EMPOWER Email templates can be used by EMPOWER agents Pending, Templates created in Sandbox, pending deployment of outbound changeset, "DNA 10.9.2018-pt1"
Assign Empower Agents to Empower_Tier_1 Complete
FLIR Email Templates Pending
FLIR CSAT Survey Created in Production
EMPOWER CSAT Survey Created in Production
Create EMPOWER Tech Support Bucket Account Pending
EMPOWER Workflows Pending
Screen Pop Broken for Visible due to call routing Pending

Complete

Task Status
Add Agents to Empower Call Center in Salesforce Production Complete
Add Agents to FLIR Call Center in Salesforce Production Complete
Add Agents to Empower Queue in Salesforce Production Complete
Add Agents to DNA-Tech Support Queue in Salesforce Production Complete
Assign DNA Bogata Agents to New_Case_Queue Queue Complete
Assign DNA Bogata Agents to Public Groups "NA - DNA-Tech Support-Tier1" Complete
Reroute Empower VM and Email address in Mitel Complete
Change hours of operation for all call centers to 5AM-5PM PST Complete
Password reset-David Yepes and Manuel Hernandez Complete
Add Manuel Gutierrez to French Queue Complete
Empower Bucket Account Complete

Salesforce

Task Responsible Party Status Priority
CTI Integration Meeting Sheldon/Rex/Jacky Pending Highest
Customer Portal Rex/Jacky Pending Medium
LiveChat Pre-Chat SnapIn Working Rex/JP Pending Medium

DNA

Task Responsible Party Status Priority
Allow Sales team to view cases from DNA Tech Support and TC's Rex Unknown High
Agents unable to remove or edit product added to case by a different agent Rex Unknown High
Get two Convergis Agent on Shoretel by Monday 9.17.2018 JP/Sheldon Unknown High

Sheldon

Task Responsible Party Status Priority
Webform JP Pending Sheldon's Group Medium
Display case number after submitting form Rex/Jacky Pending Low
Escalation Workflows and Process Needed Rex/Jacky/JP/Sheldon Pending High
Restrict outbound email Rex/Jacky Pending High

Links

Guide]

Cases

Case Description Status
31460 Pelco Video Expert + DH-IPC-HDBW4231FN-E2-M Pending
47994 ASR1200D Troubleshoot Pending

Resolved Cases

Case Description Status
14285 x72a3a -HDCVI Channels not showing up on SmartPSS Resolved
23592 DHI-HCVR58A32S-S2 not saving settings Resolved
26857 A82AG52 Nightvision issue Resolved

Training

  • TC Onboarding Training
  • Lorex training

Misc.

Products

Needed Workflows

Complete

Task Responsible Party Status Priority
Add, "Access Control/ Intercom" to problem type field JP/Nicky Pending Low
Changeset DNA 6.28.2018 pt1-LiveChat Rex/Jacky Gave up High
Changeset DNA 6.28.2018 pt2-Product Review Rex/Jacky Gave up High
Get William and Alex assigned to LiveChat Rex/Jacky Complete High
Deploy DNA Part 2-7.13.2018 Rex Complete High
Deploy DNA Part 1-7.13.2018 Rex Complete High
Add, "DNA-Product Review" Queue to Production. Add Gordon, Nicky, JP, and Michael Huang access Rex/Jacky Complete High
Live Chat Setup and Rollout Rex/Jacky/JP Pending Complete
Look into if emails are going into a "Quarantine" folder Jacky Complete-I Think Low
JP and Nicky unable to create Dashboards Rex/Jacky Complete High
Fix Webform to include details, and description on Wiki, Main Site, and Dealer Portal JP Complete Medium
IMAGE PRODUCTION SERVER -!!!ALL DEVELOPMENT IS ON HOLD UNTIL THIS IS COMPLETE!!! Rex Complete Highest
Where Purchased is not defaulting to, "Non Authorized" -Dealer Portal Issue -6.13.2018 JP Complete Medium
TC Mobile App, "Create a Case" Global action needs to be added to production by end of this week Rex Complete Medium
Case Page Layout assignment for JP and Nicky is not currently set to, "DNA Supervisor" Rex Complete High
Need Case Field, "LX Origin" and "LX Case Type" to be visible for DNA and LX Supervisor View Rex Complete Medium
Mobile, "Create a Case" not working on production Rex Complete Medium
"Create Child Case" missing from DNA Supervisor and possibly DNA Tech Support Rex Complete Low
Products added to case are not visible to other agents Rex Complete Highest
Dashboard access for Nicky Rex Complete High
Add TC Queue and Email2Case Rex Complete High
Dennis unable to see Omni-Channel Rex Complete Medium
TC's lost access to Weekly Report Rex Complete Highest
Case 23765-CX Emails not showing up in Salesforce Rex/Jacky Complete Highest
Apply Changeset-DNA 6.14.2018-pt1 Rex Complete Highest
Apply Changeset-DNA 6.14.2018-pt2 Rex Complete Highest
Need CSAT Score Results to automatically populate to case Rex/Jacky Complete Medium
Need CSAT Survey Number to automatically populate to case Rex/Jacky Complete Medium
CTI Integration Meeting Date Still Pending Rex/Jacky Complete High
TC.Support Email Not Working Rex/Jacky Complete High
Remove, "RMA Pending" and "RMA Approved" from Lorex Rex/Jacky Complete Low
Live Agents Unable to modify Live Agent Case Rex Closed Very High
DNA 8.10.2018 pt1-Case Validation Rule-DNA_Cannot_Escalate_without_Product Rex Closed Very High
Unable to Add Products in Sandbox Rex Closed Very High
Give JP access to customize Dashboards Rex Closed Very High
Apply: DNA 8.9.2018-Pt 1 Rex Closed Very High
Add to Sandbox: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FABCHUA5 Rex Closed High
Add, "DNA-Product Review" Case View to Production. Add Gordon, Nicky, JP, and Michael Huang access Rex/Jacky Closed High
Unable to send email from case created in mobile app, only respond to existing email Rex/Jacky Closed High
Add, TC's to be able to view "DNA TC Queue" Rex/Jacky Closed High
Get Gordon Waughan assigned to, "NA - Product User" Profile Rex/Jacky Closed High
Create course for new UI in Learn Dahua Nicky Closed Low
Survey Force Reports Training for Sheldon Jacky Closed Medium
Agents need clarification on Contact creation process Jacky Closed Medium

Webform

Production: LX Webform Working Test 1

Department:




Description:

Sandbox: LX Webform Working Test 1

Department: