General Salesforce Customization and Configuration

A-VOIP SYSTEM IMPLEMENTATION B-NESTED FOLDER SYSTEM INSIDE SALESFORCE C-USER SERVICE ACTIVITY REPORTING Auto-reporting system, plus the ability to manually pull these reports as well. Weekly Service DEPT activity report: This report tracks the number of inbound and outbound service phone call and emails that service users send and receive. The report also tracks the number of new service cases opened and closed by each service person. The report also tracks that user’s average case resolution time for that week. 1. Number of inbound client calls answered 2. Number of outbound client call made 3. Number of emails sent to clients 4. Number of new service cases created 5. Number of service case updates made 6. Number of service cases closed 7. Average resolution time for service cases 8. Number of tasks created 9. Number of tasks completed 10. Average task resolution time D-ACCOUNT SERVICE ACTIVITY REPORT E-QUOTING CENSUS REPORT F-ACCOUNT SERVICE CASE STATUS REPORT G-MONTHLY BILLING/INVOICING REPORT BY ACCOUNT