Subject: WI: SalesForce
From: Akhil P Walia <[email-masked]>
To: "Demike Reon. Camino" <[email-masked]>, Claire C <[email-masked]>, Nella Jemino <[email-masked]>, Trisha Perez <[email-masked]>, jade Cuizon <[email-masked]>, dannevy Salvador <[email-masked]>, Rizza Pearl Saure <[email-masked]>, Samir Kumar <[email-masked]>, Anshul Pannu <[email-masked]>, Sumeet Kumar <[email-masked]>, Mayank Sehgal <[email-masked]>, Maibam Basanta Singh <[email-masked]>, Raj Khandelwal <[email-masked]>, Mohammad Menuddin <[email-masked]>, Krishna Tiwari <[email-masked]>, "Amar Kumar. Chaudhary" <
Cc: Ruchi Johri <[email-masked]>, Subir Bikas Chakma <[email-masked]>, Gee Jay <[email-masked]>, Nyle Remo <[email-masked]>, Bernadette Ferrer <[email-masked]>, Siji George <[email-masked]>, Ankur Gupta <[email-masked]>
Date: Tue, 22 Nov 2011 00:32:32 +0530 (IST)

Has anyone bothered to open the SalesForce presentation or junked it? 

I have attached herewith once again. 

There are still cases where reason is not selected rightly. Why is this too much to ask? 
00097641 
00098415 

I don't care if your shift was about to get over or what. All cases should be properly handled. 
If you have confusion please consult a senior/supervisor on floor. 

1. Subjected properly - other agent should get an idea what is the case about 
2. Case Reason and Type properly marked 
3. Clear comments with name (real name). Your fashionable name is not for office use. 
4. Closed or Escalated as necessary 
5. Active Assignment rules to be checked when escalated. 
6. Sending emails only from "[email-masked]" 
7. No case to be closed w/o proper response. 
8. Never leave an open case in "My Queue" of SF. 
9. If a response is awaited from customer change status to "Waiting for customer" and change the queue ownership to CSQueue if it is general category or as necessary. Else, reply from customer will come in your personal queue under "My Queue". 
10. Log the chats properly (LP method or Browser method) 
11. If a case is pending an internal update from sup/billing/neima or anyone else and you happen to encounter that case. Reply to customer the issue is under review and will be replied. Meaning customer should not be chasing us every day why they have not heard from us. This specially applies to all the cases in CSQueue. 

Regards 
AKHIL 

----- Original Message ----- 
From: "Akhil P Walia" <[email-masked]> 
To: "Demike Reon. Camino" <[email-masked]>, "Claire C" <[email-masked]>, "Nella Jemino" <[email-masked]>, "Trisha Perez" <[email-masked]>, "jade Cuizon" <[email-masked]>, "dannevy Salvador" <[email-masked]>, "Rizza Pearl Saure" <[email-masked]>, "Samir Kumar" <[email-masked]>, "Anshul Pannu" <[email-masked]>, "Sumeet Kumar" <[email-masked]>, "Mayank Sehgal" <[email-masked]>, "Maibam Basanta Singh" <[email-masked]>, "Raj Khandelwal" <[email-masked]>, "Mohammad Menuddin" <[email-masked]>, "Krishna Tiwari" <[email-masked]>, "Amar Kumar. Chaudhary" <[email-masked]>, "Ashish Sharma" <[email-masked]>, "Mohammed Waseem" <[email-masked]>, "Prabodh Kr. Dixit" <[email-masked]>, "Gaurav Tripathi" <[email-masked]>, "Vijay Kumar Rai" <[email-masked]>, "karen" <[email-masked]>, "Albert Rox. Betero" <[email-masked]> 

Hi All, 

If anyone still has trouble understanding how SalesForce works. 

Attached presentation will guide you on this. 

Please review in your spare time. 

Regards 
AKHIL