CRM Workforce Management and Case Routing Study Guide Study Notes

Workforce Management Entity Configuration and Field Specifications

  • Name Field Definition     - The Name field is established as a default task field for the new workforce management entity.     - Character Constraints: The team discussed the maximum character limit for the Name field.     - Back-end Alignment: It was decided that the limit should match the standard contact name field in the system's back-end.     - Initial Threshold: By default, the limit is set at 100100 characters. If the business requires more in the future, it will be addressed as a separate enhancement, but 100100 is deemed sufficient for the initial build.

  • Role Field Specifications     - Type: This field is configured as an "Option Set."     - Values: The predefined options for this field are:         - Technician         - Supervisor

  • Certification Field Configuration     - Type: The field is defined as a "Lookup" field linked to a newly created certification entity.     - Initial Values: For the initial setup, several basic lookup values will be created to represent different certification types, including:         - Certification for Security roles.         - Certification for Cleaner roles.         - Certification for FMS MEP Technician roles (Facilities Management Service, Mechanical, Electrical, and Plumbing).     - Scalability: The lookup structure was chosen over an option set to allow users to add additional certification types in the future without modifying the core field configuration.

  • Current Project Assignment Field     - Type: This is a "Lookup" field.     - Scope: The field will allow users to choose from a list of all projects created within the system.

Document Management and Project Scope Tracking

  • Reference Documents for Solutions     - Solution Document: This document outlines what has been suggested as potential solutions but does not necessarily represent the final approved scope.     - Requirement Register: The specific file name is Requirement Register AUP Final V2. This Excel sheet serves as the source of truth for the finalized scope.     - Verification Process: Team members are advised to check the Requirement Register if a point in the Solution Document is missing, as not all suggested points are included in the approved project scope.

  • Requirement Tracking Enhancements     - A new column titled Remarks will be added to the Requirement Register Excel sheet (which contains columns for Serial Number, Solution Description, and Category).     - The Remarks column will track status using the following categories:         - Already Achieved         - Yet to Complete / In Progress         - Out of Scope         - ERP Integration (for items related specifically to external database syncing).         - Pending From Us (for items requiring team action).

Functional Requirements and Implementation Tasks

  • Timesheet Capture via Power Apps     - Feature Description: Building a technician-facing application to log work hours directly linked to specific work orders.     - Licensing Constraint: It was confirmed (via Waseem) that this specific feature requires a license that the client currently does not possess. Therefore, the team will continue using their own internally developed application instead of the Power Apps solution for the time being.

  • Segmented Email Routing and Escalation Metrics     - Routing Logic: Email notifications must be routed based on the specific project.     - Escalation Tiers: The system should implement a three-tiered escalation matrix:         - Tier 1: Supervisor         - Tier 2: Coordinator         - Tier 3: Head of Department (HOD)     - Triggers: Escalations are triggered if an SLA (Service Level Agreement) failure occurs or if a case remains unresolved as it approaches an SLA breach.     - Case Type Routing:         - B2C (Business to Consumer) Cases: Automatically routed to the Help Desk.         - B2B (Business to Business) Cases: Routed directly to the designated Project Coordinator.

  • Assignment Logic     - Case assignment based on location, workload, skills, and priority was discussed.     - The current configuration, which assigns resources based on the building and location they are assigned to, is considered sufficient for the present phase.

  • Resolve Notifications and Technical Configuration     - Functional logic and coding are required for sending resolve notifications upon the closure of a case.     - Environment Status: While this feature was functional in the development (Dev) environment, it is not yet implemented or configured in the new project environment.     - Implementation Plan: Sunil will perform the initial configuration and then work with Puja to finalize the logic and notification triggering variables using the Help Desk user ID for testing.

Questions & Discussion

  • Stakeholder Availability:     - Puja noted that Elijio is currently on vacation. There is a desire to have the environment and fields ready so that upon his return, he can cross-check the solution points in the actual system environment.

  • Clarification on Building vs. Project Routing:     - Participant Question: Should email routing be based on the project or the building?     - Discussion: The transcript notes that while buildings may have specific resources assigned, the escalation should primarily follow the project hierarchy.     - Conclusion: The routing should target the Project Coordinator. If future requirements demand building-level routing (to a Building Coordinator), it will be considered a future enhancement.

  • Access and Configuration Permissions:     - Sunil's Query/Statement: Sunil mentioned needing access to the Help Desk email/account for configuration.     - Resolution: It was decided that Puja will provide screen control to Sunil while she is logged in with the Help Desk user account to perform the necessary configuration and logic testing, negating the need for formal credential transfers or extra approvals for account access.