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Rafael Gonzalez

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Background: A new enhancement has been created in Salesforce related to the “Product Development” record type. This will allow support agents to generate bug tickets through Salesforce by creating case assignments, which will automatically generate an APP ticket in the corresponding Jira project for engineering teams to address.

...

Agent will add an internal comment into the case feed tagging a Bug Ticket Specialist

Step

Action

1

  • Front-Line agent receives an interaction in which a bug issue has been detected within the platform

2

  • Verify if there is any open Related-BUG Ticket by checking the following Dashboard (Click Here)

IF YES:

IF NOT:

3

  • Access the “List of Impacted Users”

(CLICK HERE)

  • Once you click the link, a New Browser Tab will open

    • This will show you a Folder named as “BUG-List of Impacted Users”

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  • Locate the Related Spreadsheet file based on the reported issue

    • Click on the existing file

(Example: If the BUG is related with users not being able to upload utility bills you should see a file named as “Unable to upload utility bill” or similar)

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  • This will send you to an online Excel spreadsheet

    • Fill out each field in the row with the corresponding Information so that the customer will be added in the list as an impacted user for that specific known & reported BUG

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Info

You must collect the following information:

  • Sales Rep/Installer Full Name

  • User’s Email Address

  • Organization

  • Engine Link

  • Reported Date

  • Finally: let the Customer know that there is a known issue reported and that you are adding their job in the case for review

  • Then, Stop

4

  • IF there is NO reported BUG yet

    • Agent will try to troubleshoot everything as possible prior elevating to the back office

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  • If the issue persists, Go to Step 5

    • If NOT: Then Stop

5

  • Locate the Installer’s Account in Salesforce

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6

  • From the upper right corner, click on “New Case”

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Add the following Fields:

  • Contact Name:

    • Customer’s Name

  • Case Source:

    • Phone, Email , or Chat

  • Primary Reason:

    • Development

  • Secondary Reason:

    • Bug

  • Case Description:

    • Detailed Explanation of the Issue and all the Steps you previously followed prior the case creation

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  • Then Click on “Save”

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  • Once the Case has been created

  • go to the “Directory” Tab in DFO and search for “Nathan Dubbs”

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Info

  • IF you see him Available (🟢) or Busy (🟡):

    • Unassign the case from yourself and assign it to (Nathan Dubbs)

    • Make sure to include in the comment all the steps you previously followed prior the case creation

Info

Only If a Bug Ticket Specialist is NOT available then please tag any of the following:

  • Eric Suarez

  • IF you see him Unavailable (🔴) or Logged Out (🔘):

    • Search for either Eric Suarez or Carl Mampay (Unlicensed)

    • Unassign the case from yourself and Assign it to one of them, As long as they are under Available (🟢) or Busy (🟡) Status

  • Let the Customer know that an internal ticket has been created to resolve the issue

    • Provide the related Case number in Sales Force

    • As soon as the issue is resolved we will be contacting them back notifying about the resolution

  • Then Stop

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12

For Bug Ticket Specialist Only:

Action

  • Bug Ticket Specialist Agent will troubleshoot to resolve the issue

  • If the issue is resolved Notify the Sales Rep/Installer about the resolution and close the case

    • Then Stop

  • If the issue persists you will reach out to a Product Team member via Slack (Through the # Customer-Support Channel) providing a detailed content of steps followed during the troubleshooting

Info

Please make sure to tag into the post the correct Product Team member by using the following SOP as reference

13

  • Product Team will determine if the issue requires a Bug Ticket creation or not

IF Bug ticket is NOT required

  • Notify the Sales Rep/Installer about the resolution and close the case

IF Bug ticket IS required

(DEV) BUG Ticket Creation Process - (For Bug Ticket Specialist Handling)

Step

Action

1image-20241119-205406.pngImage RemovedSummaryIEDescriptionLogged in asSteps to ReproduceActual ResultsIEExpected ResultsList of Impacted UsersTeamPoint of ContactEnvironment

Step

Action

1

  • Bug Ticket Specialist will add a New “Impacted User’s Spreadsheet” in Sharepoint

Click on the following Link

  • Click on the “+New” Button

  • Then click on the template named as “Bug Ticket - List of Impacted Users”

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  • This will open a new browser tab with an Excel Spreadsheet

    • Close the tab and go back to the previous tab

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  • The new spreadsheet will be added as “Book.xlsx”

  • Click on the 3 dots next to it and select “Rename”

  • Name it as what the bug issue is (example: “Unable to generate a proposal”) or (“Error XXXX”)

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2

  • Then, From the existing Case you are currenly currently working on

    • Create a “Case Assignment”

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3

  • Select “Product Development”

    • Then click on “Next”

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4

  • Fill out the following information:

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    • SUMMARY:

      • Provide a very brief description of the bug (

      • e.

      • g: “Proposal not sharing to downstream org”)

    • DESCRIPTION:

      • Describe the bug in more detail. Include the following information

    • What account is it happening on? One user or a single user?

    • Describe the bug and include details of what troubleshooting steps have already been taken.

    • What part of the job or workflow is affected?

    • Job URL/site link

    • Detail everything you attempted to de-bug.

    • REPORTER EMAIL ADDRESS:

      • Your EB Email address

    • LOGGED IN AS:

      • Your EB Email address

    • STEPS TO REPRODUCE:

      • Enter theexact steps to reproduce the bug.  Sometimes it is not always clear, but give the steps taken that you did to get the bug.

    • ACTUAL RESULTS:

      • Describe the Bug, (

      • e.g.

      • : If sending a proposal fails, then enter “Proposal will not send”)

    • EXPECTED RESULTS:

      • Describe what should happen from the example above. (The expected result would be “Proposal email should send”)

    • TEAM:

      • Select the appropriate team according to the following article (Click Here)

    • POINT OF CONTACT:

      • Based on the selected team, type under “Point Of Contact” the Exact name of the PM Lead listed on the following article (Click Here)

    • ENVIRONMENT:

      • Make sure to select the “Environment” where the bug is happening. It is defaulted to Prod (engine) but change it from the default IF it happened on Onboard, Staging, etc

    Once completed; Click on Save

    Once the Bug Case Assignment is created :

    and jump to Step 5

    5

    • Slack the #Customer-Support channel including the “Corresponding Jira Ticket” located in the Case Assignment Created

    		image-20241120-143430.pngImage Modified
    2

    6

    • Include (@Channel) in the message so a Product Manager (PM) can assess how to prioritize

    Please Include a detailed description in the Slack Post as well

    3

    7

    • Once we get a resolution for this BUG from DEV:

    Info

    • DEV will close the Case Assignment providing a resolution

    • the BUG ticket specialist will close the case

    • Notify all customers affected through email by BCC’ing everyone on

    the on the “

    • the“Impacted User List” related to this BUG

      • Do not put any customer’s email address in the “

    To

      • TO” field. (All customers should be blind copied).

    8

    • Once Everyone on the Excel Spread Sheet that you have created has been notified you must delete that file from the Sharepoint:

      • Access the List (Click Here)

      • Click on the 3 dots next to the Related Bug File

      • Click on Delete

    • Finally; Stop

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