Entitlements & Milestones Project
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The "Entitlements & Milestones" project aimed to enhance our case management capabilities by establishing a structured Entitlement process and Milestones to track various stages of case progression. As the project manager and Salesforce administrator on this initiative, I was responsible for designing and implementing a comprehensive system that would improve tracking and management of case response times from initial contact to closure.
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Key Contributions as a Salesforce Administrator:
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System Design and Automation: Utilized Salesforce's powerful automation tools to design a Flow that assigns Entitlements to cases, ensuring that every case is handled according to defined service standards.
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Customization of Salesforce Features: Created customized Milestones within the Entitlement process to measure critical performance metrics such as initial response time, escalation response time, and case closure time. This allowed for precise tracking and management of case handling efficiency.
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Key Contributions as a Project Manager:
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Project Planning and Execution: Orchestrated the project from conception through deployment, including setting up a sandbox environment for testing, overseeing the creation of Entitlement templates and processes, and managing the full-scale deployment. This involved meticulous timeline management and resource allocation to ensure project milestones were met on schedule.
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Risk Management and Problem Solving: Proactively identified potential risks such as technical issues during implementation and possible disruptions to case workflow. Implemented strategies to mitigate these risks, including continuous monitoring and adjustments to the system based on real-time feedback.
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Stakeholder Engagement and Communication: Effectively communicated with all project stakeholders, including customer support managers and representatives, to ensure the solutions met their needs and to foster buy-in for the new processes. Conducted comprehensive training sessions to ensure smooth adoption and to maximize the effectiveness of the new system.
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Through this project, I not only showcased my ability to leverage Salesforce capabilities to create tailored solutions but also demonstrated comprehensive project management skills, from strategic planning through execution and post-deployment support.
The successful completion of the Entitlements & Milestones project reinforced my dual expertise as a Salesforce admin and a project manager, contributing significantly to our operational goals and enhancing customer service delivery.
USE CASE
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Enhanced Case Management Through Entitlements and Milestones
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Objective: To improve the efficiency and transparency of case management by implementing a structured Entitlement process and Milestones to track key stages of case progression.
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Target Users: Customer support managers and representatives.
PROCESS
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Entitlement Assignment:
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Use Salesforce Flow to automatically assign an Entitlement process to each case based on predefined criteria. This sets the standard for how cases should be handled based on the account, product, or specific case details.
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Milestone Creation and Deployment:
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Develop custom Milestones within the Entitlement process to track critical metrics such as initial response time, escalated case response time, and case closure time.
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​Testing and Deployment:
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Set up a sandbox environment for rigorous testing of the new Entitlement and Milestone processes to ensure functionality and address any potential issues before full-scale deployment.
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Conduct full-scale deployment after confirming system readiness and stability in the sandbox environment.
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Training and Adoption:
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Provide comprehensive training to the support teams on how to use the new system effectively.
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Monitor adoption and gather feedback for continuous improvement.
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OUTCOME
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Enhanced Case Management Efficiency: The Entitlements and Milestones provided a structured approach to managing cases, which improved the efficiency of the customer support team by clearly defining response times and expectations for case progression.
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Improved Service Quality: By implementing these features, the project helped improve the overall quality of service by ensuring cases were handled within the allocated times, leading to increased customer satisfaction.
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Increased Visibility and Accountability: The new system increased transparency in case handling processes, allowing managers to track performance against key metrics and hold teams accountable for their targets.
RESULT
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Streamlined Case Handling: The introduction of an automated Entitlement process and Milestones significantly streamlined case management, providing clear guidelines and steps for handling cases. This led to more organized and efficient case processing.
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Enhanced Performance Monitoring: With Milestones tracking key performance indicators, management gained enhanced visibility into case handling times and team performance. This allowed for better oversight and the ability to quickly address areas needing improvement.
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Improved Customer Satisfaction: Faster response times and more predictable case handling processes resulted in higher customer satisfaction. The system ensured that cases did not languish without action, and customers received timely updates and resolutions.
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Increased Operational Efficiency: The automation of case assignments and Milestone tracking reduced manual efforts and errors, leading to a more efficient use of resources and an overall increase in operational productivity within the support team.