Salesforce Quiz

Introduction to Salesforce

Salesforce is the program that is used to create work orders, cases, and communication paths for customer accounts. ​

Making a work order is simple and fast if you have the right tools.

Creating a Work Order

​Use this tool to look up the zip code in order to find the technician for the job.

Tech Lookup

​One tab needs to be open to easily make a ticket if needed while on the phone with the customer. A second tab needs to be open so that you can assign the ticket after completion.

Salesforce needs to be open in two browser tabs.

​Making a case is something that we create that is similar to a work order. We have a few departments who can address certain issues with alarm panels remotely. Remote Support, Support Services, Managed Services, ATM Support and Video Support

​

Making a case

This department's primary function is to help customers with:

Panel Support/Activation

​

​Remote Support

Software/Applications they assist customers with:
1. Total Connect 2.0
2. Bosch Security Manager
3. Connect One
4. Virtual Keypad
5. Alarm.com

​

1. Davantis

2. Sentry AI

3. Bosch Cameras

4. Video Security Client

​Software/Applications

Trouble shooting and support for video systems being monitored by the FRC.

​Primary Function

FRC Video Support

1. Pulseway
2. ExaqCloud
3. Video Vault
4. Milestone
5. ESQ

​Software/Applictions

This should be the first line of defense when dealing with these applications.

​Primary Function

Managed Services

Pulseway OVRC

Exacqcloud Eagle Eye

Lenel Wisenet (WAVE)

DSX

TruPortal

On-Guard

Video Vault

Milestone

XProtect

​Software/Applications

1. Video Equipment
2. Access Control
(troubleshooting and monitoring)

​Primary Function

Support Services

Zone List Updates
User Code Changes
Call List Updates
Insurance Certificate Creation
Pending Accounts
Notification Updates/Automation
Action Pattern Updates

Types of Updates

1. Manitou Account Updates
2. User Code Updates

​Primary Function

FRC Monitoring

Multiple Select

When making a case what departments could it be assigned to?

• Video Support

• Remote Support

• On site technician

• Technology consultant

Multiple Choice

Is Support Services a department that can receive cases?

• Yes

• No

Multiple Select

Which of the following departments can cases be made for?

• Accounting

• Remote Support

• Managed Services

• On site technician

Ready?
Go!

Manual Case Creation Tutorial

​You can search by name, address, 5 digit, work order number, or case number.

​​1. Search account using search bar

​Create a case for ANY of our support teams that has an issue with a program found in the Support Teams Guide

​​2. Click on the Cases tab

​This will take us to the next page of creating the actual case.

​

3. Click on New

4. Fill in Subject line

   1. User Code Change

   2. App Reset Request

   3. Camera Connection

5. Leave as External

6. Select the Department

   1. Remote Support

   2. Support Services

7. Identify Panel Type

   1. Vista (Honeywell)

   2. Bosch

8. Description (what will be done)

​

9. Who was the individual who requested the case to be created.

10. Click Save to complete the case creation

​When you have completed your case you will find the case number in two different places.
11. On the right hand side scroll down until you find the case number as shown.

- You may also find the case number at the top of the page in a tab.

​

Finished Case

​Create a case in salesforce

​Create a case in Salesforce

​Create a case in salesforce

​Create a Case

​Create a case in Salesforce

Ready?
Go!

Work Order Tutorial

​​Creating Work Orders

​1. Search for the account in salesforce.

2. Click on the desired account.

3. Click on the Parent Account.

​


4. Click on "Related"

5. Scroll down until you see "Contacts"

6. Click "View All"

​

Click on the requestor's name.

7. Find requestor of WO

​This will take you to the work order form to complete the customer/technician request.

8. Click Create Service Work Order

5. Find the account with correct address. (typically the first on the list)

6. Category - Depending on the customer request will determine this

7. Work Type - Most common will be service.

8. Description - Brief summary on what is wrong will need to be addressed

9. Site Contact - If the contact is different than the requestor fill this out if the same you can leave blank.

​

10. Make sure the drop down box is on Field Service.

11. Click on the account in the list to find the zip code.

Assigning the work order

Type in the zip code. This will show you the City, State, Territory, and the technician that is in charge of that category and account type.

​

Finding the technician

​12. Search for the technician then grab the ticket and drag it past the red line and drop it.

​

Move WO to the correct technician

​13. Click on the SA number

Cancelling a Ticket

​14. Change the status from NONE to Cancelled.

That is it the ticket is cancelled

​Create a Work Order - Assign to Chris Hesher

Can I have a tech come and replace the motion sensor on my garage? I accidentally hit it and now it seems to be going off when it shouldn't so it might be faulty. I live at 1050 Abbey Lane in Springfield. Have a tech call me at 417-581-4747

Thank you,

John

​Create a Work Order - Assign to Chris Hesher

My keypad at my house keeps beeping and I can't get it to shut off. Can someone please come and look at it? My phone number is 417-429-6727

Thank you,

Mike Sloan

​Create a Work Order - Assign to Chris Hesher

My name is Scott and I work for the Mario Brothers Spaghetti Restaurant. The fire system is showing a fire trouble and I can't get it to clear. Can I get a technician to contact me? My number is 417-569-7383.

Thanks

Scott

​Create a Work Order - Assign to Chris Hesher

Is it possible to have a technician come and look at my keypad? There is a fault showing LRR 004 and it won't go away. This will be at my residence at 308 Negra Arroyo Avenue. If there are questions, I can be reached at 918-673-8893

Thanks

Walter

​Create a Work Order - Assign to Chris Hesher

I'm in need of a technician to come on site to replace the keypad. It seems to be sticking and setting off alarms on accident. It's going to be for my business located at 101 Bowser Lane in Springfield. My contact information is 417-687-5267.

Thanks

Mario

​Create a Work Order - Assign to Chris Hesher

Could I please get a technician to come and replace the battery in the smoke detectors at my residence? I live at 308 Negra Arroyo Ave in Albuquerque. My password is blue and I can be reached at 417-582-3673

Thanks

Walter

​Create a Work Order - Assign to Chris Hesher

Can I have someone help me move a sensor on my basement door? I'm doing some remodeling and don't want to accidentally break it. I live at 44 Ridge Lane Road in Ozark, MO They'll be albe to reach me at 417-429-6727.

Thanks

Mike

​Create a Work Order - Assign to Chris Hesher

Our temp sensor in the main fridge is having some issues. Could you please send a technician out to take a look? This will be for Bellagio in Vegas. Sue will be on the site and will be the go-to with any questions. If you have any questions, we both can be reached at the site number 918-567-7723

Thank you,

Roger

Cancel out Work Order

Please go to each SA per ticket made and cancel out each ticket.