Conversation with Merlin [email protected] · Tue Dec 12 2023

give me the summary of what this person wants

The individual is describing a specific workflow that involves the processing of new and transferred branded retail locations within a company system. Here's a summary of the process:

  1. For new brand locations:

    • When ship to record is complete, an 8-digit EPOS number is generated, creating a new Brand case.
    • If the ship to step is skipped, the E number must be manually created in SAP, which then leads to creation of a case labeled 'NEW TO BRAND.'
    • The individual sends a broadband document to the new brand site, attaching the right document. There used to be an automatic template (BB Template), but it's currently not working, so the documents must be attached manually.
    • The individual fills in information such as the sent date when the document is dispatched and later updates the case with details about the broadband installation, based on reports.
    • A bot manages emails about broadband installations, updating the corresponding cases in Salesforce (SF), closing them, and marking the Popkit checkbox when necessary.

  2. For transferred locations:

    • A case is not created; the individual receives a transfer request or a case with list of sites and must send the required documentation.
    • The documentation includes ship to agreements that the customer needs to.
    • Once the signed documents are received, the case can be closed.
    • After closing the case, two checkboxes—'Transfer Docs Sent' and 'Transfer Received'—are marked, which triggers a change in the helpdesk queue.
    • The individual then manages these cases in the helpdesk queue by filling out necessary information and changing the ownership to the appropriate queue.

Overall, this individual is responsible for ensuring new and transferred branded sites are processed correctly through the company's system, involving case creation in Salesforce, management, and follow-ups on broadband installations and site transfers.

Any email that goes to survey extends it reports to SF and creates a case into the pse comms queue. When they complete the ship to record theres an automatically create 8 digit EPOS Number .Its gonna create a new Brand case for me. This is just for new sites not transfer sites. If theres something skipped under shipTo and they completed I does not create that Epos number.I have to go and manually create it. They have to go to SAP ,they have to go to It to do that and this will create that EPOS Number.but it need not done today I will go and manually create that epos number and when i do it creates this case field -problem description-'NEW TO BRAND' for me. and this case i send the broadband document. one time we have this BB Template option It opens up in the screen and i will fill attachments but its broke right now. I dont have to manually attach the template but I have to manually attach the document. you have to make sure the right document. This is for Branded. For branded you have to manually attach the template because they are all different ,they are multibranded, when a EPOS is created it creates me a new brand. then i have to fill all this information like i sent the document yesterday(sent date).When i get the report back when it is been ordered and i fill out the rest of it ,and whenever thr broadband installed then they update this case,i get a weekly report from the broadband window. okay and this is who installed the broadband last week the last seven days. and a bot picks up that email and they go tho SF and look for that ship to record ,they look and see the broadband id listed there -goes to the case and case is open ,they go and they close the case .and if the branded location they check this popkit checkbox and close the case and motives they dont send the popkit.so that is called New store kit process and once this case is closed then they go to transfers. This Hunts(company) under transfers, it does not creates a case for me ,it does creates a request and then i go in there and i create a case missed out and then i used that case or they might send me a big case to me with all the sites listed then i send the transferred docs at that time. they have to sign them and shipto and next shipto and thats on the template as well and i have to attach the right document as well. The accountspecials likes to send me the requests which has all the shiptos may be is the agreememt request and i go in there and look at all sites to make sure that all the shiptos are there ,Epos no is there .and then i send the transferred documents to the customer and say you need to sign these. once i get that back and then i close my case. That happens and once i get the transferred docs back from sent org, from that transferred case (changes list view to Transferred case) there are two checkboxes- transfer docs sent and Transfer received and once i check Transfer received, it creates a remarkable change of a case in the helpdesk queue. Then I have to go in there in the helpdesk queue and i grab those cases and i put them in the site survey queue(change list view to Site Survey group queue) and they are blank. I have to manually fill out the pics . then I have to change the owner to a different queue and then we are good to go. give me the summary of what this person wants

The person is outlining a workflow for handling new and transferred site cases in their internal system, which includes steps for processing emails, generating cases, attaching documents, and updating records. Here's a summary:

  1. For new sites:

    • Emails sent to the survey trigger a case creation in Salesforce (SF) system, which goes into the pse comms queue.
    • Upon completion of ship-to record, an 8-digit EPOS number is automatically created - If the ship-to is incomplete, the EPOS number doesn't generate automatically, necessitating manual creation in SAP.
    • A new case with the description 'NEW TO BRAND' is created.
    • Broadband documentation is attached and sent. Template attachment is manual due to system issues.
    • Updated data on broadband installation is added to the case based on a weekly report.
    • A in SF closes cases once broadband IDs are matched and updates the, including the popkit checkbox for branded locations.

  2. For transferred sites:

    • Transfers don't automatically create a case;, a request is generated.
    • The person must manually create a missed case or handle a bulk case containing multiple transfer sites.
    • Appropriate documents are attached, shipped, and signed by the client.
    • The person ensures ship-to records and EPOS numbers are.
    • Once signed transfer documents are returned, they update the case with 'Transfer Docs Sent' and 'Transfer Received.' -ing 'Transfer Received' prompts changes in the helpdesk queue related to the case.
    • They then assign the updated case to the site survey queue after manually entering the required information.

The is sequentially detailing the steps and responsibilities involved in case management for new brand sites and the process for handling site transfers, including manual interventions required due to some parts of the process being broken or inapplicable to transferred sites.

Describe me like a 12 year old child

Sure! Imagine you're at school and you have a special job. When new kids come the school, you're the one who greets them, gives them their schedule, and shows them where to go – that's like creating an EPOS number for them. But if you forget give them something important and the teacher doesn't do it for you, you have to go back and make it right by finishing the job yourself, which is like creating the EPOS number manually in the computer system.

Also, sometimes kids come to your school from a different place. They don't get whole welcome process like the new kids, but you still have to make sure they have everything they need, like their schedule and their locker, and that they're all signed up properly – that's like transfer documents you send to the transferred sites.

When you finish your job, you update a big board so everyone knows that you've done it. That's like closing the cases in the computer system. And if the new kid is really special, you tick a special box just for – that's what the popkit checkbox is for.

Finally, you also have to sometimes sort out information about the kids and make sure it all goes to the right place so others can do their job – that's like you putting cases in the right queue in the system. It's like being the who organizes things in your school so everyone knows what they doing.