Setting up Service Assurance
- Michał Mikosza (Unlicensed)
- Former user (Deleted)
The following page describes the setup and configuration process of Enxoo for Communications package with Service Assurance
Activation
Prerequisites
To activate Service Assurance features, Enxoo Commerce and Enxoo for Communications packages have to installed first. Instructions on how to do that can be found in this document Setting up Enxoo for Communications.
Manual Steps for Service Assurance
There is a set of manual steps that have to be executed in order to make Service Assurance fully functional
Step 1 - Permission Sets
Grant access to Service Assurance by assigning the following permission sets to users
B2B_SA_User for admins and standard users
Step 2 - Page Layouts Assignment
Skip this step and manually configure Page Layout Assignments, Picklist Values & Record Types in case you prefer to use a custom arrangement.
You can deploy the following unmanaged package to set Record Types, Page Layouts, and Picklist Values
4_manualStepsLayoutsManaged.zip into your environment, you can do it using:
workbench - here is a short video showing how to do that
MDAPI deploy / ANT commands
using this sfdx command: sfdx force:mdapi:deploy --deploydir 4_manualStepsLayoutsManaged/ --wait 1 -u OrganizationAlias
Or you can set everything manually:
Record Type Assignment for Cases - managed package does not provide Record Type accessibility for Cases. Record Types have to be enabled on Profiles. Follow these steps to set them up:
Go to Setup → Profiles → Name of the profile
Go to the Record Type Settings section and for Case add record types: Affected Service, Customer Trouble Ticket, General Inquiry, Network Trouble Ticket, Planned Maintenance,
Page Layout Assignment for Case - managed package contains custom page layouts for all Case record types (named B2B*). To set them up go to the Object Manager → Case and change the assigned page layouts accordingly (example: for Record Type Customer Trouble Ticket → B2B CTT Layout)
Case picklist values - we are using a custom set of values for picklists on the Case object that need to be set up manually. Fields to modify:
Status - deactivate values: Escalated, Working; then add: Acknowledged, Rejected, In progress, On hold, Pending, Resolved, Cancelled; arrange them in order: New, Acknowledged, Rejected, In progress, On hold, Pending, Resolved, Cancelled, Closed; and set New as a default value; add it to all record types,
Priority - deactivate value: Medium; then add: Critical, Moderate, Planning; arrange them in order: Critical, High, Moderate, Low, Planning; and set Moderate as a default value; add it to all record types,
Case origin - add External System, and add it to record types: Affected Service, Network Trouble Ticket, Planned Maintenance.
Lack of Status picklist values
In few cases, after you update Status picklist values they might still not be available on the record page. If that happens, go to Setup, and in the Quick Find box enter Support Processes. Select the CPQ Case Support Process and move all values from column Available Values to Selected Values and save the changes.
App - Enxoo for Comms SA is a custom app with a clean and easy view of all necessary Objects for Service Assurance Agents. It can be assigned to users in the Setup menu like all standard apps.
Step 3 - Priority matrix setup
The priority matrix that comes with this package is created in step with ISO/IEC 20000 and ITIL standards.
Values 1-5 correspond to such meaning:
1 - Critical,
2 - High,
3 - Moderate,
4 - Low,
5 - Planning
If needed this matrix can be easily expanded on or changed by an administrator. Simply add or rename the values for fields Urgency, Impact, Priority, and set new dependencies for them. To do that follow these steps:
Go to Enxoo Setting → Enxoo B2B Global Settings → Service Assurance
Press the blue + button and set the dependencies between Urgency and Impact for a certain Priority value
Service Assurance for Community Portal
If you have a Community Portal, Enxoo for Communications comes with an easy setup of Service Assurance functionalities.
Step 1 - Permission Sets
Grant access to Service Assurance by assigning the following permission sets to users
B2B_SA_CommunityUser for admins and community users
Step 2 - Page Layouts Assignment
Record Type Assignment for Cases - managed package does not provide Record Type accessibility for Cases. Record Types have to be enabled on Profiles. Follow these steps to set them up:
Go to Setup → Profiles → Name of the profile
Go to the Record Type Settings section and for Case add record types: Customer Trouble Ticket, General Inquiry
Page Layout Assignment for Case - managed package contains custom page layouts for all Case record types (named B2B*). To set them up go to the Object Manager → Case and change the assigned page layouts accordingly (example: for Record Type Customer Trouble Ticket → B2B CTT Community Layout)
Service Assurance for On-Demand Email-to-Case
Our Service Assurance is fully compatible with Salesforce’s On-Demand Email-to-Case feature and doesn’t need any additional configuration.
Remarks
Future Packages Upgrades
Enxoo constantly develops future improvements in the products, and as our subscriber, you'll be able to benefit from these updates.
Bear in mind that the following metadata components are not upgraded by package update:
Profiles
Page Layouts
Dashboards
Picklist Values