CE Tools

This forum allows you to offer proactive, constructive feedback and suggestions to improve our internal tools. Please up-vote ideas that you agree with so we can make sure to gather the most robust feedback possible.

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  1. Have "terminating+account" note more visible and with a time stamp so we know when the account was self deleted

    Currently there is no time stamp for self deletions and the string "terminating account" will appear merged with old notes on AMT, as example below:

    "AMT 2012-09-22 14:51:01 - threat-response
    Y! Detected Potentially or Suspected Compromised Userterminating account"

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      2 comments  ·  AMT  ·  Flag idea as inappropriate…  ·  Admin →
    • Knowledge search update more than once per day

      When an article gets added, changed, or removed, the search index doesn't get updated for another day. When something is removed this means the search result is a broken link for the entire day. When something new is added, no one can find it for another day.

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        1 comment  ·  Inquira  ·  Flag idea as inappropriate…  ·  Admin →
      • Universal volume control on the LAT video player

        I think it would be great if the volume control on the video player in LAT was universal. Right now, when we play a new video the audio is set at max volume and has to be adjusted every time. This would help with wellness, as it would add another filter between us and the material we deal with (CSAI).

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          0 comments  ·  LAT  ·  Flag idea as inappropriate…  ·  Admin →
        • Apply colour coding to differentiate agent/customer responses & private notes

          When we had STAR, private notes were coloured yellow and email responses were coloured grey. I think it would be much better visually in Salesforce if there was some sort of background colour to both Yahoo and customer emails aswell as private notes. This would be helpful for two reasons: 1. it makes it much easier for agents to follow cases with a long thread of correspondence and 2. it reduces the risk of agents missing a customer's message when rapidly scanning a case during verication

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            0 comments  ·  Salesforce  ·  Flag idea as inappropriate…  ·  Admin →
          • Suggested change for the default Chat greeting.

            The Chat greeting that autopopulates whenever a new chat comes in is very generic. Since we are required to ask the customer for some basic info at the beginning of every chat, we should have it included in that greeting. Here's an example: "Thank you for contacting Yahoo Chat Support. To get started, could I please have your name , an alternate email address in case we are disconnected, and the Yahoo ID you are requesting assistance with?"

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              0 comments  ·  Salesforce  ·  Flag idea as inappropriate…  ·  Admin →
            • Move phone number question in AVQA to "Standard Questions" box

              One of the most common verification methods is simplified registration where the two things required are Date of birth and Mobile number on file. It would be very helpful to have these questions next to each other to limit mistakes by agents and generally speed up the process.

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                0 comments  ·  Salesforce  ·  Flag idea as inappropriate…  ·  Admin →
              • AMT - Unable to view/update Comm Channels and deactivate YIDs

                We often have issues regarding not being able to view/update Comm Channels and deactivate YIDs" which impacts productivity.

                Incidents Examples - INC0671678, INC0658408

                Possible solution is to re-certify prior to expiration.

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                  9 comments  ·  AMT  ·  Flag idea as inappropriate…  ·  Admin →
                • Provide option to close/no answer case when not assigned

                  In Salesforce, we sometimes need to close several cases if they're duplicates or if there's a contact address that's an obvious hacker (several tickets submitted for several different IDs over a short time frame). To save time and make this process run more smoothly, can an option be added to PAM that will both assign the case and mark it as hard closed/no answer? The most efficient option may be using a dropdown menu that lets us select the reason for hard closing - suspicious contact, duplicate case, etc.

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                    0 comments  ·  Salesforce  ·  Flag idea as inappropriate…  ·  Admin →
                  • AMT blank screens and Tabs not loading

                    AMT shows a blank screen and tabs do not load. Incident examples - INC0657751, INC0663759, INC0666826, INC0694961, INC0687304

                    Possible solution is to increase limit of open files,

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                      4 comments  ·  AMT  ·  Flag idea as inappropriate…  ·  Admin →
                    • Have a button on AMT main page of user to take you to their "display Audit Events"

                      Have a button on AMT main page of user to take you to their "display Audit Events"

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                        0 comments  ·  AMT  ·  Flag idea as inappropriate…  ·  Admin →
                      • ODP and Account Key Banner

                        I recommend adding the account key and odp banner back into amt. Currently, we have to go through dump database to locate the keys to determine if these are active on an account. Having the banner would help save a lot of time and help agents in handling tickets correctly.

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                          0 comments  ·  AMT  ·  Flag idea as inappropriate…  ·  Admin →
                        • Add option to remove IMAP-in accounts

                          IMAP-in accounts are sometimes difficult to remove from within the account when a user is traveling or there is an issue in CCTools. It would be useful both for customer experience and for mail tech troubleshooting if we had the option to remove IMAP-in accounts in AMT.

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                            0 comments  ·  AMT  ·  Flag idea as inappropriate…  ·  Admin →
                          • Add a feed filter to see only emails AND private notes

                            At the moment we can select the filter "All Emails" so that the case feed will show only the emails sent and received. The problem is that the private notes are not showing up. Enabling agents to both see only emails and private notes will make our work much faster, and we will be able to have all the information we need (emails and private notes) at once.

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                              0 comments  ·  Salesforce  ·  Flag idea as inappropriate…  ·  Admin →
                            • Option to see all case history

                              I'd like to see an option to see all case history. Currently, there's only an option for "more." Please add an option for "all."

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                                0 comments  ·  Salesforce  ·  Flag idea as inappropriate…  ·  Admin →
                              • Merge AMT and AMT Lite

                                Why not put AMT and AMT lite in the same tool instead of having to open 2 separate windows for it? This would mean all of the functionality present in AMT Lite could be merged with the 2nd Login Lockout Information section of Account Forensics.

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                                  0 comments  ·  AMT  ·  Flag idea as inappropriate…  ·  Admin →
                                • Stop Auto refreshing of the UST Tabs

                                  When we toggle between the different tabs in the UST window of Salesforce (Example: RKT, AMT, Bugzilla, AVQA etc.), the previous tab is closed and it reloads again when we go back to that tab. Can we make the tabs stop reloading as we had in STAR, so that it will save some time while working on cases?

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                                    2 comments  ·  Salesforce  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Enable Navigation to a New Account from Account Info Page

                                    CCTools enables switching from one account to another from within any tab of the tool. This would be a huge benefit to AMT as we rifle through many IDs in a day. Avoiding the need to either use the browser navigation button to go back to the AMT search page or to navigate to the Close button on the Account Info page to get back to the search page would save a significant amount of time.

                                    Perhaps instead of how the CCTools version of this operates, though, we could have the AMT version function by bringing the AMT user to…

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                                      1 comment  ·  AMT  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Show Which Comm Channels Can Currently Be Used in Password Helper

                                      Currently, the "recoverable:" banner in AMT is the only thing that indicates whether password helper is usable for that account. However, "Recoverable: yes" doesn't always mean password helper is available, and it may only give the option to use some of the commchannels. Is there any way AMT can display something next to each commchannel so we know which ones are available in password helper?

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                                        0 comments  ·  AMT  ·  Flag idea as inappropriate…  ·  Admin →
                                      • NICE Instability

                                        NICE - We have observed NIce instability issues like - Archival failures in NICE AQO, Nice (WFM) RTA is down and Unable to view schedules.

                                        Incidents examples - INC0694705, INC0659585, INC0664685, INC0666168, INC0666981

                                        Possible Solution - Upgrade Server

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                                          0 comments  ·  Other (add name in next box)  ·  Flag idea as inappropriate…  ·  Admin →
                                        • Temporary save when working on an email in Salesforce

                                          Temporary save when working on an email in Salesforce, so that if a call comes in while we're doing email, our work isn't deleted. We're often doing email while waiting for a call, and the call will come in over the tab where we're doing the email, resetting it.

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                                            Planned  ·  2 comments  ·  Salesforce  ·  Flag idea as inappropriate…  ·  Admin →
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