SalesForce Support Steps by Kevin Willemse

Cura Salesforce Case Management Guide

Page 1 of 25

TABLE OF CONTENTS Cura Salesforce Case Capturing, Editing & Closure Workflow Guide .............................................................................................3 Case Steps ...................................................................................................................................................................................3 Case Core Actions .......................................................................................................................................................................4 Creating a New Case in Salesforce .................................................................................................................................................5 Telephonic Cases ........................................................................................................................................................................5 Email Cases .................................................................................................................................................................................5 The Salesforce Case Panels .........................................................................................................................................................5 Panel 1: Case Information ......................................................................................................................................................6 Panel 2: Product Information .................................................................................................................................................8 Panel 3: Desktop Information .................................................................................................................................................8 Panel 4: Description Information ...........................................................................................................................................9 Panel 5: Fault Fields Expanded .............................................................................................................................................10 Panel 6: Factory Fields Expanded .........................................................................................................................................10 Panel 7: Optional ..................................................................................................................................................................10 Saving the New Case ................................................................................................................................................................10 Opening, Viewing and Editing a Case in Salesforce ......................................................................................................................12 Escalating a Case in Salesforce .....................................................................................................................................................17 Panel 6: Factory Fields Expanded .............................................................................................................................................17 Closing a Case on Salesforce.........................................................................................................................................................18 Closing a Case Only ...................................................................................................................................................................18 Closing a Case and Submitting the Solution to the Solutions Knowledgebase ........................................................................19 Working with Salesforce Solutions ...............................................................................................................................................20 Capturing & Submitting a Solution ...........................................................................................................................................20 The Solution Details ..................................................................................................................................................................21 Reviewing a Solution & Submitting for Use ..............................................................................................................................24 Conclusion ....................................................................................................................................................................................25

Cura Salesforce Case Management Guide

Page 2 of 25

CURA SALESFORCE CASE CAPTURING, EDITING & CLOSURE WORKFLOW GUIDE This guide explains the various steps a Cura Customer and/or Product Support Consultant must follow in order to effectively create, manage and resolve a logged Cura Case using Salesforce. The first step is to understand the basic workflow principles of case management. These are presented in a full Visio workflow document, but the main points to always bear in mind are the following core steps which must be followed where they apply (the below case assumes that the case passes through the Cura Product Support department, as per steps 5,6,nd 10. This may not always be the case, in which case these steps can be ignored).

CASE STEPS Support Consultant Action

Customer Support Communications Case number Notification Template sent to customer Case assignee details/introduction Notification Template sent to customer 24-48hr customer case updates sent from Customer Support Consultant 24-48hr customer case updates sent from Customer Support Consultant

Case Status

Case Owner

Support – New Case

Case Creator (Login)

Support – Assigned to Consultant

Support Consultant Assignee

Support – Work in Progress

Support Consultant Assignee (Unless reassigned)

Case is logged as a new case

Case is Assigned to a Customer Support Consultant

Case is analysed by consultant for resolution

Case is updated with full progress, Support – Work in Support Consultant Assignee comments, actions, file Progress (Unless reassigned) attachments, communications, details and information describing the resolution steps and progress Customer Support Consultant As needed Support – Pending Support Consultant Assignee requests additional information Customer Feedback (Unless reassigned) from the customer to resolve the case (Optional) Case is resolved by Customer Support Consultant – Go to step 6.1 Case cannot be resolved by Customer Support Consultant – Go to Step 6.2 Case resolution is sent to Customer Resolution proposal sent to Support – Pending Support Consultant Assignee for approval customer Customer Feedback (Unless reassigned) Case is checked to ensure full Case Escalation Notification Factory – Escalated Support Consultant Assignee details are captured, then escalated Template sent to customer to Factory (Unless reassigned) to Product Support (Factory) Proposed Case resolution Successful & Accepted by Customer– Go to Step 7 Proposed Case resolution Fails / Rejected by Customer – Go to Step 3 Case has been escalated to Factory – Go to Step 8 Case resolution is tested and Case Closure request Support – QA Support Consultant Assignee Quality Assured (if needed) Notification Template sent to (Unless reassigned) Customer Case resolved As needed Support - Resolved Support Consultant Assignee (Unless reassigned) Case Closed Case Closure Notification Support - Closed Support Consultant Assignee Template sent to customer (Unless reassigned) Factory Bounces Back case due to None Factory – Bounced Support Consultant Assignee missing information . Bounce Back Back (Unless reassigned) date and reason captured in Salesforce - Return to Step 6.2 Factory accepts the case for Factory Work in Progress Factory – Work in Factory Consultant resolution Notification Template sent to Progress Customer Factory requests additional case As needed Factory – Pending Factory Consultant information from the customer Customer Feedback Factory Issues a Case Resolution 24-48hr customer case updates Factory - Closed Support Consultant Assignee sent from Customer Support (As Received) Consultant Factory Case Resolution Accepted by Customer Support Consultant – Go to step 6.1 Factory Case Resolution Fails/Rejected by Customer Support Consultant – Go to Step 6.2

6.1 6.2

7.1

7.2 7.3 8

9.1

9.2 9.3

Cura Salesforce Case Management Guide

Page 3 of 25

CASE CORE ACTIONS Your use of Salesforce case management should be simple and successful if the following core rules, actions and advice is followed: Mandatory Actions:     

 

Any and every support request, regardless of time or action taken, or resolution path, must be recorded on Salesforce Case Management – no call is to go unrecorded; Every activity, record, communication or similar case item must be recorded as a case comment entry, to create a full, valid synopsis and audit path of the case; Consultants, or their managers, may only make changes to cases assigned to them; Every Customer Support Consultant is responsible for the communication between Cura, the Factory and the Customer for all cases, regardless of its status, on at least a daily basis, or as demanded by the case; The changing of any Case Status should be done in conjunction with a review (not always a change) of the Case Owner - Case Status and Case Owner adjustments cannot be done simultaneously on Salesforce (2 “Save” clicks are required); All Case entries are expected to be clear, concise, professional and use correct grammar and spelling and be of an impersonal nature; Daily Support Summary reports are to be sent to managers with Support Statistics from the Support Managers.

Tips & Recommendations: 



  

Logging of cases from the “Accounts” Tab is recommended – it allows the consultant to briefly view the account details and familiarize themselves with the client, and identify missing information. The client can then be questioned about any missing information, and this can be filled in Salesforce, and then the case can be discussed and logged. This ensures that the Account data is frequently updated; The Salesforce Solutions Knowledgebase is a priceless tool for effective case resolution and the sharing of knowledge, skills and solutions throughout Cura. It must be used diligently and regularly in terms of access and updating. Salesforce managers are encouraged to monitor the Solutions Knowledgebase transactions against Consultant performance; Effective use of the “Send Email Update” capability of Salesforce is recommended to ensure customers are informed of case progress regularly and timeously; Establish communication with Cura peers, or reviews others’ cases, to see and learn how others may be effectively managing their cases against you r own; Salesforce hosts a repository of interactive tutorials and videos which are very useful. These can be accessed via the “using the Application” – “Cases” submenu at https://emea.salesforce.com/help/doc/user_ed.jsp?loc=help .

Cura Salesforce Case Management Guide

Page 4 of 25

CREATING A NEW CASE IN SALESFORCE The following steps guide through the processes of capturing a new Case on Salesforce. Titles marked in red are mandatory Salesforce fields; you must populate these fields in order for the Case to be created.

TELEPHONIC CASES The Cura Customer Support Consultant answers the call and presents themselves appropriately. The Consultant must request the account and caller name so that these details can be recalled on the Salesforce “Accounts” screen. The Consultant uses the “Search” functionality if needed to open the customer account page. Fig 1: Navigating the Accounts Tab

Once the account has been located, the Account Details are presented. The Support Consultant must use this opportunity to confirm certain details regarding the account. These are defined in the Cura Customer Support Case Logging Script (separate document). Once the account details are confirmed, the Consultant scrolls to the “Cases” Salesforce Panel. All open Cases can be viewed as a summary in this Panel, and each can be clicked on to open for review, editing or updating. If a new Case is being logged, the Consultant clicks “New Case”. This will take the Consultant to the “New Case” Salesforce tab. Fig 2: Navigating Existing Account Cases and Creating a New Case

The Consultant will be navigated to the “Cases” tab and the “Case Edit” screen as a new Case. The Consultant must go through each step of capturing the Case details as follows.

EMAIL CASES Cases originating from email sent to the support@curasoftware.com address will automatically be logged as new Cases on the Salesforce system. If Salesforce is able to associate the email origination to an account, certain details will be automatically populated into the Case records, but the vast majority of fields will be empty, therefore, the expansion and capturing of Case details (as below) will be required.

THE SALESFORCE CASE PANELS

Cura Salesforce Case Management Guide

Page 5 of 25

The details regarding the Case are grouped into various panels. Each has its own name and intended focus area, which are described below.

PANEL 1: CASE INFORMATION Case Owner This field will be auto-populated as the name of the person logged into Salesforce capturing the Case. It can only be changed once the new Case has been saved, and the status has been changed from “New Case”. After this, it can be changed as needed. However, the Case owner can only be changed on a “Saved” Case. You cannot edit/change the Case owner on the “Case Edit” screen. You must save any changes then click “Change” once the save has been applied. Account Name If you navigated to the “New Case” screen from the “Accounts” page, the customer name will be automatically populated in this field. If it is empty, capture the relevant account name. It is recommended to use the search icon (right of the field) to search for the Account you wish to enter, if needed, rather than simply typing it in, which can create errors. Contact Name If you navigated to the “New Case” screen from the “Accounts” page, and the account has an associated Contact Name, the customer contact name will be automatically populated in this field. If it is empty, capture the relevant account name. It is recommended to use the search icon (right of the field) to search for the Contact Name you wish to enter, if needed, rather than simply typing it in, which can create errors. Region Select the appropriate region from the drop down list, from where the Case/customer originates from. Territory Select the appropriate territory from the drop down list, from where the Case/customer originates from. VAR If a Value Added Reseller applies to the customer or Case, select the appropriate VAR from the drop down list. Support Type Select the appropriate type of support relative to the customer or Case. For clarity:  EULA Support Based – Support requests which are not billable and form part of the standard 20% License and Maintenance fees which Cura customer pay annually  Work Order Based – Support which extends beyond the standard 20% License and Maintenance fees and is billed at an hourly rate to the customer for such work/support. Overview Category The available entries depend on the “Support Type” selection.  EULA Support Based – “Support” is available as a single option  Work Order Based –Various options are made available relative to the Work Order task to be completed. Select the most appropriate selection relative to the Work Order to be carried out. Work Order Number If a Work Order has been created for the support Case, enter the Work Order number fully here.

Cura Salesforce Case Management Guide

Page 6 of 25

Case Reason There are many reasons why a Cura user would be calling Cura Customer Support to log a Case. Select the most appropriate reason as to why the Case has been raised i.e. the reason why the user, system and/or software is experiencing problems or failing. CPI If a support Case is escalated to its maximum level, it is a CPI (Critical Production Issue). The premise is that the customer is unable to use the software at all and it there is a significant impact. If this occurs, the Case is raised by Product Support to CPI level. A Customer Support Consultant can recommend a Case become a CPI but cannot, without consultation, mark a Case s a CPI, as CPI Cases assume a high priority and expense of attention by the Product Support team, who must accept such efforts first. Tier Structure This information, regarding the customer’s IT infrastructure used in the Cura implementation, is pulled from the Account record for that particular client. Status The Case status is critical in order to track a Case progress and audit trail. For new Cases, the Status must be “Support New Case”. All Salesforce users should be familiar with the various status options and ensure that it is updated regularly to track the Case progress. Changing a Case Status should often be accompanied by changing the Case’s Ownership (Case Owner) at the same time, so that it can be picked up once again by the relevant assigned owner in their Case queue. Priority Select an appropriate Case Priority. This is determined by how urgently a solution needs to be found. Severity Select an appropriate Case Severity. This is determined by the impact the Case is having on the customer/system. Case Origin Select the means by which the Case originated. Case Classification Select whether the cause of the Case is due to a support issue (user, Config etc), or if it is a product bug or required enhancement. In some Cases you may not know the correct selection as this may only be discovered when clarifying and resolving the actual Case. Enter the most accurate selection, and return to correct this if it becomes necessary later on. Bounce Back Date If a Case’s status is escalated to the factory (Cura’s Product Support team in South Africa), but the necessary steps are not taken by Customer Support to escalated the Case (e.g. replication of the errors or providing needed data relative to the Case), product support will “Bounce Back” the Case to Customer Support without attempting to resolve the Case. This field is used to capture the date which the factory bounces back any Case. Bounce Back Reason Cases “Bounced Back” by the factory will have the reasoning for the bounce back captured in this field. The Customer Support Consultant should never edit this field. Capturing Bounce Back information is done by the factory only, and must be accompanies by updating the Status and Ownership of the Case at the same time, so that it can be picked up once again by the Customer Support Consultants’ queue. Fig 3: Panel 1; Case Information

Cura Salesforce Case Management Guide

Page 7 of 25

PANEL 2: PRODUCT INFORMATION Product Select the Cura module/product which is experiencing the Case issue. Fault Version Select the Cura Version of the software experiencing the Case issue. Affected Product Area Select the area (Web, Rich or Both) of Cura’s platform which is experiencing the Case issue. Affected Functionality The many functions of Cura are listed here to select from. Ensure you select an accurate area of functionality which is being affected by the Case issue, as it is vital information for analyzing and resolving the issue moving forward. Fig 4: Panel 2; Product Information

PANEL 3: DESKTOP INFORMATION Browser Select the user’s Internet browser of the machine where the Case issue is occurring. OS Select the user’s Operating System of the machine where the Case issue is occurring. CPU Select the user’s CPU Speed of the machine where the Case issue is occurring. CPU Type Select the user’s CPU Type of the machine where the Case issue is occurring. Hard Disk Free Space Select the user’s CPU Type of the machine where the Case issue is occurring. Issue Frequency Select how often the issue occurs, or when it occurs. Bit Select the user’s CPU and OS Bit Count of the machine where the Case issue is occurring. Memory Select the user’s RAM memory available to the machine where the Case issue is occurring.

Fig 5: Panel 3; Desktop Information

Cura Salesforce Case Management Guide

Page 8 of 25

PANEL 4: DESCRIPTION INFORMATION Case Title Enter a short, well worded title for the Case. This must be clear, easy to understand and impersonal. It should, as a rule of thumb, answer the question “The issue is:” or “The problem is caused by the fact that:” Always ensure your title makes good sense and is presentable to the customer as a valid title for their issue. The Case title will be exposed on the Salesforce online Case tracking portal to Cura customers, so it must be accurate and precise. Full Case Description Capture a full description of the issue at hand. Include as much detail as possible about the issue, such as what causes it to occur, when it first occurred, what functions are affected, and other relevant information. The Case description will be exposed on the Salesforce online Case tracking portal to Cura customers, so it must be accurate, detailed and precise. Under no circumstances should emails be copied and pasted herein without review, or vague, personal or unsupported information be captured here. Detailed Description Use this field to capture any more detailed technical information regarding the Case. This is optional if there are pertinent details regarding the Case which must be captured for internal use which should not be exposed to the Salesforce online Case tracking portal to Cura customers. Only use this entry field if necessary. Internal Comments This field allows Cura internal staff to capture additional information surrounding the Case. This can be more direct, technical information as it will not be exposed to Cura customers via the Salesforce online Case tracking portal. Capture as much important information as needed. Users Affected Enter details regarding how many users are (if known) or would be affected by this Case issue. This field is not mandatory but should be populated in order to assess the overall impact of the Case issue. Other Clients Affected This is a field where, if the Consultant recognizes the Case issue as a potential similar issue in another customer environment (i.e. knowing of another client using a similar Cura product, version or configuration), they can capture details regarding the potentially impacted other clients. Specific clients can be named, or a note made regarding the current issue and how it may impact other users of a similar nature.

Fig 6: Panel 4; Description Information

Cura Salesforce Case Management Guide

Page 9 of 25

PANEL 5: FAULT FIELDS EXPANDED Replication Steps Capture details about how the Case issue was replicated by the Customer Support Consultant in the Cura environment, as well as any important notes, outcomes, problems or similar useful replication information. Attempted Solutions Capture full details of the various attempted solutions you have applied to the issue. These must be detailed enough to understand the full attempt thought process and actions, to avoid repetition of already attempted resolutions. Proposed Solution If a solution can be proposed to the customer, it must be captured here. This must be accurate, well written and detailed, as it will be sent to the customer and must therefore be perfect. Remember that this is a proposed, and not always a final, solution. Solution Comments Any additional comments surrounding the proposed solution must be captured here. Pay attention to specific pitfalls, impacts, nuances or similar inherent and important aspects of the proposed solution. Fig 7: Panel 5; Fault Fields Expanded

PANEL 6: FACTORY FIELDS EXPANDED This Panel is used only when a Case is escalated from Customer Support to Product Support (“the Factory”). It should be left unchanged for new Cases and only accessed and edited as the Case goes through the processes of being escalated and resolved. This Panel’s usage is discussed later. Leave it alone for now. Fig 8: Factory Fields Expanded Panel (Unpopulated)

PANEL 7: OPTIONAL Send notification email to contact Check this box if you wish to send an email of the Case Title, Description and Case Number to the email address associated with the Contact person assigned to the Customer Account. Fig 9: Panel 7; Optional Notification Toggle

SAVING THE NEW CASE Cura Salesforce Case Management Guide

Page 10 of 25

Once all the fields are completed, it is highly recommended that you click “Check Spelling” to run through the grammar of your Case details. Remember these may be exposed to customers online, so spelling and general content is crucial. If for some reason you do not wish to save the Case, click cancel to clear all fields. Click “Save” to save the Case, or “Save and New” to save the Case and immediately open a new blank Case form. Fig 10: The Spell Checker Window

Cura Salesforce Case Management Guide

Page 11 of 25

OPENING, VIEWING AND EDITING A CASE IN SALESFORCE If you need to make changes or updates to a Case, Salesforce has many ways of achieving this. The first step is to locate the Case you wish to work on. This can be done via the normal means of performing a search or browsing to the Case. You can then click on the Case name or title to view (not edit) its details. When you are viewing a Case you will be presented with various supplementary Panels underneath the Case details for you to refer to. These Panels may or may not be visible based on your custom setup, the ones below are the default Panels only. These will be briefly described below. Note that entries into these Panels will grow as they are populated throughout the Case’s life cycle. Case Edit (“Main Body” of Case) The first Panel called “Case Edit” presents all the information as it was captured originally as a new Case. You can edit these details by clicking “Edit”, which will open the fields for changing their recorded data. The same rules in terms of mandatory fields and data capturing practices as per a “new Case” apply for editing a Case. Apply your changes and click “Save” when done. Fig 11: Editing an Existing Case’s Information

The most important thing to remember is that every single change you make to the Case information (especially changes to the Case Status) will be recorded in the Case History Panel. This creates a step by step audit trail of the Case. Properly and correctly updating the Case Status is therefore crucially important throughout the Case life cycle. Fig 12: Reviewing the List of Case History Entries

Cura Salesforce Case Management Guide

Page 12 of 25

Solutions Salesforce maintains a knowledgebase of solutions. These contain key words and an index with a search functionality to allow internal and external Cura users to search for published solutions to their issues and problems. Click “View Suggested Solutions” to allow Salesforce to analyse the Case and cross reference it to the Solutions Knowledgebase to locate a potential resolution. If a potential solution is found, it will be displayed and may be attached to the Case, and used as the support consultant may need. You may also enter text into the entry field and click “Find Solution” to perform an enhanced search of the Solutions Knowledgebase. If a solution is found, click “Attach Solution”. Fig 13: Searching and Attaching Case Knowledgebase Solutions

Open Activities Tasks and events can be associated to a Case as Calendar Items. A good example would be attaching a published release date of a software version which resolves the Case in question. We can click “New Task”, capture the relevant details, and then a notification will be sent to the task’s associated email address when the task is due, with URL links to view and follow up on the task. This will be attached to the Case, and the consultant will be alerted that the event may propose a solution to the Case. Tasks and Events are similar in nature, but tasking will send email notifications immediately, and events run a scheduled notification when the event date and time come to pass and the user logs into Salesforce. Choose the appropriate one to suit the Case as needed, using “Events” is recommended. Fig 14: Capturing a Case Task or Event

Activity History This is a simple audit trail list of all the Case’s activities recorded against it (as per above). You can click on any event to open it from this list. Fig 15: Reviewing the Case Activity History

Cura Salesforce Case Management Guide

Page 13 of 25

Emails Salesforce Cases can have emails attached to them as additional information. You can attach a mail or send an email regarding the Case from Salesforce. A summary audit trail list of all emails related to the Case is presented for you to click on and open for review. Fig 16: Reviewing the Case Email Records

If you click “Send an Email” a simple window opens which allows the user to type up an email which will be sent to the email address of the contact associated with the Case. You can add recipients, give the mail a subject and a body, and then send it. Alternatively, you can select a Salesforce email template by clicking “Select Template”, and a list of available user defined templates is presented for you to choose from. Selecting a template will automatically populate and lay out the email, ready for sending, but you can also take this time to edit it before sending. Fig 17: Sending a Case Related Email from Salesforce

Cura Salesforce Case Management Guide

Page 14 of 25

Case Comments The Case comments are perhaps the most important part of Case management. Every time a Case event occurs (e.g. contacting a customer, receiving information, suggesting an action or solution etc.) it must be recorded as a new comment. A full, well written list of comments must present a chronological synopsis of the Case’s resolution trail. Every time a Case is dealt with, a comment should be recorded, to create an effective resolution history of each Case. Therefore, in most instances, “New Comment” will be the most commonly utilised entry when updating and reviewing Cases. Fig 18: Reviewing the Case Comments Records

Adding a Case comment is a simple task of clicking “New”, and then entering the comment details in a concise, well written manner. Only enter important, relevant information, and use the “Check Spelling” function. The “Public” toggle button determines whether or not the comment you capture will be made available on the Salesforce Customer Online Portal, so use it wisely. Click “Save” when complete Fig 19: Adding a Case Comment

Cura Salesforce Case Management Guide

Page 15 of 25

Attachments Salesforce can save important, relevant documents against a Case. To do this, simply click “Attach File” and browse to the file you wish to upload. Once uploaded, it will be shown as below. You can click “Done” or upload another file. Remember that Salesforce file uploads are hosted remotely, and are not unlimited in terms of allowable space. Only upload suitably compressed, important and relevant files. Fig 20: Attaching a File to a Case

Case History As discussed earlier, every time a Case’s details are changed, a record is created and maintained in Salesforce of the change. A list of these changes, ordered from most recent to earliest, is presented in this Panel. Fig 21: Reviewing the List of Case History Entries

Cura Salesforce Case Management Guide

Page 16 of 25

ESCALATING A CASE IN SALESFORCE If a Case cannot be resolved by Customer Support through the use of its internal resources, the Salesforce Solutions knowledgebase or other means, the Case must be reviewed and escalated to Cura Product Support, also known as the “Factory”. There is a specific process that is to be followed within Salesforce in order to effectively escalate a Case to the Factory. These requirements are captured in the “Edit Case” tab, on the “Factory Fields Expanded” Panel. It is important to remember that all possible steps, including replication and gathering of error logs, databases and related supporting information, should be gathered by Customer Support before it is escalated to the Factory, since they require this information in order to effectively analyse and resolve Cases they accept.

PANEL 6: FACTORY FIELDS EXPANDED Note: These fields are only to be completed by the Cura Product Support staff on the Salesforce system. Cura Customer support are not to edit these details, these are here for Customer Support to review updates of the Case as it passes through the Factory resolution processes in order to pass on to the customer in question. When a Cura Customer Support Consultant escalates a Case to the Cura Factory, they must change the status of the Case to “Factory – Work in Progress”. This will be picked up by the Factory’s Salesforce users who will recognize the escalation and act accordingly, by either “Bouncing Back” the Case via the status update and entry fields, or by accepting the Case for work by assigning a new Factory Case Owner to the Case. From this point, the Case belongs in the realm of the Cura Factory for resolution. The Cura Customer Support Consultant remains responsible for checking up on the status of their Factory calls, ensuring the Case is assigned, progresses, and that updates are communicated to the customer via the Factory Case updates as captured in Salesforce below. Factory in Progress Status The Cura Factory (Product Support) consists of 4 areas which may be involved in the resolution process. This field is updated as the Case moves through the various areas. Course of Action The Factory Salesforce user selects an appropriate Course of Action to resolve the Case from the drop down list. Affects users from release The Factory Salesforce user selects the first release which would be affected by the Case issue. RM Track Number The Factory uses a separate issue and development tracking system known as RM Track to follow their development and programming tasks. RM Track may or may not be loaded with the Salesforce Case, and if so, the RM Track number will be recorded in this field. Resolution Priority A Case priority is assigned to the Case by the Factory. Factory Resolution The end result of the Factory resolution process is classified as one of these drop down options. Resolution Details Full details regarding the resolution as proposed by the Factory user are captured here. This is extremely important, as the Cura Customer Consultant needs to translate and communicate this resolution as an acceptable solution for the customer. Affects Users to Release The Factory Salesforce user selects the final release which would be affected by the Case issue.

Cura Salesforce Case Management Guide

Page 17 of 25

RM Track Date The Factory consultant enters the date the issue was logged into the RM Track system, if applicable. Date Completed The Factory consultant enters the date the resolution was proposed and passed back to Cura Customer Support. Fig 22: Factory Fields Expanded (Populated by Cura “Factory”)

Note: When a Cura Factory Salesforce user closes a Case as resolved in the “Factory Fields Expanded” Panel, they would need to enter the Resolution Details as above, and then change the status of the Case from “Factory – Work in Progress” to “Support – Work in Progress”, as well as change the ownership of the Case back to the Customer Support Consultant who escalated the Case. This process must be followed in order to retain an accurate audit trail and tracking of Cases.

CLOSING A CASE ON SALESFORCE CLOSING A CASE ONLY You can close a Case by clicking the “Close Case” button from the Case review screen. This prompts a screen to enter the Case closure details as follows: Status The only option available is “Support – Case Closed.” Select this option. Case Reason The option is made available to assess whether or not the Case Reason is still accurate. Change it if necessary. Internal Comments You may enter some internal comments surrounding the Case closure event. These are added to the Comments list in the Case audit trail. Fig 23: Case Closure Screen

Click “Save” to close the case. You will return to the Case review screen. You can further edit the case if needed, but this should be unnecessary and avoided. You can close a case many times, but this is not to be done.

Cura Salesforce Case Management Guide

Page 18 of 25

CLOSING A CASE AND SUBMITTING THE SOLUTION TO THE SOLUTIONS KNOWLEDGEBASE A well written, popular solution to a case can be submitted to the Salesforce Solutions Knowledgebase for future reference and use internally and via the Salesforce Online Customer Portal. Solutions must be formatted and captured as per the layout template and sample given in this guide (see below). If you wish to submit your solution for review and possible inclusion, make sure it is excellently written, follows the formatting guidelines, is very clear and accurate, and then perform the next steps: Submit to Public Solutions Check this box if you wish your solution to be viewed both internally as well as published online for customers to use. Solution Title Give your solution a concise, accurate title. Solution Details Enter a detailed, accurate, clear and impersonal description of the solution according to the guide herein, including the issue it resolves, known pitfalls or impact areas, and any other information which would make the solution as useful to others as possible. Fig 24: Submitting the Case Resolution as Solution Knowledgebase Article for Review

Note: Only authorised users can authorize and publish knowledgebase articles that are submitted by other users. Your submission may therefore be rejected or edited prior to publication.

Cura Salesforce Case Management Guide

Page 19 of 25

WORKING WITH SALESFORCE SOLUTIONS Salesforce maintains a Solutions Knowledgebase which can be populated by all users via entry submissions which are vetted and accepted by administrators. The Solutions Knowledgebase carries great value as an internal and external resource to resolve cases. It also has the functionality to search itself for potential solutions to submitted cases.

CAPTURING & SUBMITTING A SOLUTION For the Solutions Knowledgebase to work effectively and delver value, it must be very strictly managed, controlled and populated using a quality and uniformity checking process. Therefore, all solutions must be captured and submitted in the following format. Remember that images or documents cannot be uploaded to a solution, it is a text based entry only, but attachments can be uploaded against a solution. Solutions must be impersonal, verbose, clear and easy to understand. Fig 25: Creating and Submitting an Article to the Solution Knowledgebase

Expiration Date Some solutions may have a finite life span, but most probably will not. This field is mandatory so a date must be submiited. Enter an appropriate date, or simply make the expiration 01/01/2020 for an indeterminate life span. Do not enter any other date if it is not applicable. Primary Audience Select the appropriate audience the solution is to be used by. Select the audience group(s) from the “Available” panel and move them into the “Selected” panel, for them to be included. This is important information since there will be solutions that are suited to each audience, so classifying them by group, according to their level of technicality, user experience, and overall ability to use the solution, is important. Solution Title This is a critical field as it is the first point of searching for solutions. An important rule to remember is that the Solution Title must begin with “How to:” For example, it is acceptable to create a Solution Title as “How to upload a document to a Risk in the Cura database rather than a URL link”. Variations could be “How to correctly upload documents to the Cura database” or “How to use the Cura document uploading facility”, or “How to append a document to a Risk in Cura”, depending on the content (Details) of the actual solution. If your title does not begin with “How to” or follow this logical pattern it will need to be edited and possibly rejected. A strict level of uniformity in capturing terminology must be kept in Salesforce.

Cura Salesforce Case Management Guide

Page 20 of 25

One of the easiest ways to emphasise the above is by referring to the Self Service portal and how Cura users will make use of it: they will, in all likelihood, enter their problem details and NOT the solution details when they access it, so for the search to yield valuable results, it must follow a similar capturing mechanism. A user may search for “Cannot upload a document” or “append a document not a link to a risk”. These would be searched on and the appropriate solution (as per the above example) would be found. Be verbose, clear, and accurate in your title. Remember that if a user finds a solution title and opens it, only to find it is not entirely accurate and does not resolve their problem, this will result in frustration for the user.

THE SOLUTION DETAILS This is where we capture the full details of the solution. It is a simple, intuitive process that must be followed in order to be approved as a solution, and must be formatted as follows:      

Symptoms Causes Workaround Solution Known Issues & Limitations References

Each of these will be briefly described with an example. If no entry is necessary or required, enter “None”. 

Symptoms A brief sentence which elaborates slightly on the issue, explaining what it is and what its symptoms are, so the user can easily identify and confirm that the solution is relevant to the same problem they are experiencing. e.g.:



When uploading and appending a document to a Cura record, the user browses to the document to be uploaded, and selects it, but a URL link is stored against the record and not the actual document itself. Therefore, if the document is moved from the URL link location at a later stage, or if other users do not have access or permission to access the URL link’s location, the URL link becomes invalid. The document needs to be uploaded and stored on the actual Cura database server, and not URL linked, so that it can be shared with and accessed by the Cura users.

Causes A brief explanation of what is causing the problem. There may be many causes, so enter them all and indent them appropriately. e.g.

- The user attempting to upload the document does not have sufficient Cura License rights; - The record has not yet been saved to the Cura database (Cura error notification); - The Cura Database does not have sufficient space to save the document against the record.



Workaround If a workaround is available for the issue, enter it’s details next. Bear in mind the nature of a workaround vs. an actual resolution or solution. e.g.

None

Cura Salesforce Case Management Guide

Page 21 of 25



Solution Enter full, clear details of the solution to the problem. If more than one solution exists, or if there are multiple possible causes for the problem (as listed in the above example), indent and reference each solution in the same manner. Bear in mind the nature of a workaround vs. an actual resolution or solution. e.g.

- A user who wishes to upload documents to the Cura database, and not just URL links, needs to have a Cura User License file which allows them access to this feature. Your Cura Administrator or Cura’s Support Desk will be able to assess whether or not you have rights to this feature; - In order to upload a document against a Cura record to the Cura database, the record must first be saved, then re-opened, before any documents can be uploaded against it on the Cura database; - If a large document upload attempt is made against a Cura record, which exceeds the available database capacity on the Cura server, the upload will fail due to a lack of server/database space on which to save the document. This should be addressed by your Cura and/or organization’s I.T. administration staff.



Known Issues and Limitations If the proposed solution or workaround has any known limitations, issues, impact areas, caveats or similar influence that the user should be aware of, these must be mentioned here. e.g.



Saving documents against records to the Cura database can rapidly expand the overall size of the database. It is not recommended to use Cura’s document upload facility to store large amounts of, or extremely large, documents and files.

References If you are aware of, or have used, any references to other solutions, articles or materials in the solution composition, enter the details of these references here. Furthermore, if you can simply link some relevant articles, do this here. e.g.

How to access your Cura License File – Cura Knowledgebase Article S0092874 How to upload/append a Document against a Cura record – Cura Knowledgebase Article S0092653

All solutions must have a standard footer with the words: “For further information, or if this solution did not resolve your issue, please contact Cura Customer Support” A sample of this example solution is shown below:

Cura Salesforce Case Management Guide

Page 22 of 25

Fig 26: A Fully Completed Solution Article ready for Submission

Always use the “Check Spelling” option to ensure your solution is well written and has no errors. When you are done, click “Save”. The status of the solution will be “Draft”, and it can be viewed in Salesforce. You can also append a case or attachment to the solution from the view page. A Historical audit trail of the solution is also available. Fig 27: Attaching files and cases to a Solution, and reviewing a Solution’s history/Audit Trail

Cura Salesforce Case Management Guide

Page 23 of 25

REVIEWING A SOLUTION & SUBMITTING FOR USE Once a Solution is submitted, it must be reviewed and submitted for publishing in the Public Knoweldge Base and/or Self Service Portal. Only an authorised user should make these decisions and release reviewed solutions. The procedure to do this is simple: the user checks the relevant options for the case after clicking “Edit”, and reviews the overall content, audience, layout and quality of the solution. Changing a case’s status between “Draft”, “Copy” and “Reviewed” is done by clicking “Edit” and then clicking on its “Status” entry. After any changes, click “Save”. If the solution has any documents or cases appended to it, the reviewer should check these for consistency and quality as well. Fig 28: Reviewing and Releasing an Approved Solution

The Solutions Knowledgebase must be regularly interrogated, reviewed and randomly tested to ensure the integrity thereof. A poorly maintained Solutions Knowledgebase will reflect very badly on Cura’s Support function.

Cura Salesforce Case Management Guide

Page 24 of 25

CONCLUSION This manual is intended to offer a guideline towards effective use of Salesforce in Cura. It depends wholly on the aptitude and diligence of the user to deliver management value and reliable reporting. Moreover, following the procedures and steps as laid out herein will ensure Cura Customers and Users are serviced professionally, according to a high set standard throughout all our global operations. For any questions regarding this document, please contact the author or speak to your Services Manager. Please also note that you can log in and access the Standard Salesforce Help Document (19MB) at: https://emea.salesforce.com/help/doc/en/sf.pdf An extract of the â&#x20AC;&#x153;Casesâ&#x20AC;? portion (27 pages) of this guide (2350 pages total) is appended hereto for textbook reference.

Cura Salesforce Case Management Guide

Page 25 of 25