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RAID LOG

RAID LOG for Daikin Service Cloud

Jimmy Fines Lumban Tobing

Status:

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RAID:

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Status:

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Tasks

Tasks

Module

Summary

RAID

Priority

Status

PIC

Assignee

Finish Date

Notes

Source Document

File

Is Delay ?

Mandatory for design?

Need Document?

Need Excel Classification of Case and Sub Category Case

10/20/2022

General Repair - Menu or Case.xlsx

Delay

Need Excel Matrix of AUB

Penentuan Partial Due Date oleh Pihak Daikin AUB

Delay

Chatbot Scheme will be provided by Daikin team

11/2/2022

General Flow : “AI Chatbot General Flow” Supporting Document : “Symptoms Knowledge Base”

AI Chatbot General Flow.drawio

Symptoms Knowledge Base.pdf

All Module for Service Scheme need to add Logic Down Payment - (AUB, Service, Spare Part, Maintenance)

All Department Service Need Discount level Header & Item

Use Spare Part for All Dept Service - SAP DID Confiq confirmation

Stock transfer from SS to S/P Dist. Center / Technician Toolbox will be proceed on SF (Transfer to SAP by Batch) → Need confirm for Compliance / Accounting Process

Delay

Discuss Internal DID System “How to Integrate with Salesforce”

9/13/2022

Team Service & AUB (From E-commerce will be created 2 CSV : Manual Bulk Salesforce) For inquiry and line item

Delay

IT DID Need check

Conclusion : Implement DP Process & Commitment letter with Max 6 Months after PO.

Delay

Solve by Mas Febry

9/9/2022

TMS

Delay

Service will be discussed with Accounting about 1 Order get 2 Order Type (Warranty & Non Warranty)

Conclusion: SVO (Salesforce) hanya 1 & Order type di SAP dibuat 2 (IW&OW) untuk masing-masing WOLI

Delay

Signature customer in job report will be discussed again by daikin

9/14/2022

Conclusion: Create & Save di Profile --> Trigger berdasarkan "approve" button, generate sign pada document

Daikin team requested to Heroku to provide customer can edit and can confirmed by customer check (in customer apps)

Interface in add new device needs to highlight for “device name” for this arrangement will be provided by Daikin Team

9/29/2022

Master data such as kecamatan, kelurahan will be kept and provided by Daikin Team

9/22/2022

General Repair - Master Data Address.xlsx

Delay

Ios Ruler for Salesforce need to re-check by TMS for availability

Tidak Bisa, Limitasi dari Salesforce akan dicari Work Roundnya

Header will be provided by Daikin Team

Delay

Additional service in User Interface apps will be added & provided by Daikin

9/22/2022

General Repair - Extended Menu.xlsx

Delay

Extended menu in Customer App

9/22/2022

Delay

KPI Agents will be provided by Daikin

Delay

Matrix Approval will be provided by Daikin for General Repair

Delay

Escalation Rules will be provided by daikin

10/20/2022

Omni Channel - Escalation Matriks.xlsx

Delay

Steps to pull data for conversation transcipt from Salesforce Voice

Delay

SLA will be given by Daikin

9/21/2022

TMS akan memberikan referensi terlebih dahulu kepada Daikin

Delay

Chatbot greeting template, E-mail alert template, Quick Text template

Delay

User Role Hierarchy And Profile

TMS akan memberikan referensi terkait Profile berdasarkan dari Salesforce (Excel)

Hierarchy Role - Service Chart.xlsx

Delay

TMS needs to check the possibility for chatbot can greet customer by name

9/20/2022

Conclusion: ??

Delay

Report List for Dashboard Reference

Refer to Log 33 Document in “Report Source” Column

Delay

Dashboard Template List for Sales Performance

Done

Maintenance (MTC) - Dashboard List.xlsx

Delay

Report List for Dashboard Reference

Refer to Log 35 Document in “Report Source” Column

Aircond Utility Business (AUB) - Dashboard List.xlsx

Delay

Dashboard Template List for Sales Performance

Done

Delay

Report List for General Repair Dashboard

Refer to Log 37 Document in “Report Source” Column

Delay

Dashboard Template for Service Quality

Done

General Repair - Dashboard.xlsx

Delay

Dashboard Template for DCC Performance

Collaborate with Management

Daikin Contact Center - Dashboard.xlsx

Delay

Master data material per product

Matrix Serial Number

Template status “agent in Salesforce”

Template First Respond in Salesforce

Template Case Category

Template SLA “agent in Salesforce”

Template Reminder “agent in Salesforce”

Template escalate to department “agent in Salesforce”

Template escalated SLA “agent in Salesforce”

Template status when back to customer

Template closing statement

Template survey

Matrix Inquiry Process

Process inquiry untuk Project

Matrix Approval Escalation

Stage eskalasi approval discount

Tipe AC Daikin

9/22/2022

Modern Channel - Tipe AC Daikin.xlsx

NoReply for auto response

Email for Inbound & Outbound

IP Address Salesforce

List stage opportunity process will be provided by Maintenance Department Daikin

Prepare prototype for sales target for Maintenance, Target & Achievement Inquiry, Order Based and Revenue

Credentials SMS Gateway for OTP verification

From Izhan - Heroku

Maintenance Quotation Draft

Need Confirm Format Template & Template Qty. Used by Mas

@M Febriady

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Maintenance Quotation - Draft.doc

Glossary in Salesforce

Flow Process Blueprint

Delay

Form for MDC Installation

Modern Channel - Draft Form Instalasi MDC.xlsx

Mandatory field di setiap stage pada inquiry maintenance, AUB & General Repair

Tree action to update case

SPM Maintenance

SPM Dashboard Reference.JPG

Access to NPIC Data

NPIC Data untuk kebutuhan Supervisi, Maintenance & AUB Nopi: sudah FU ke Pak Rangga, otorisasi belum di set untuk akses ke NPIC Data.

Report List for Dashboard Reference

Similar to AUB and General Repair

Dashboard Template List for MDC & Installations

Similar to AUB and General Repair

Field Device Type Product for Baseline Document

Case Status Movement

Milestone overall case

Milestone agent L1, L2, L3, KPI FRT (in minutes)

Dedicated case category for cases that resolved by Agent L1

CSAT Survey

CS Survey Question v2023-01-10.xlsx

Skill Agent L3

Sales App Activity

Maintenance (MTC) - Sales App Activity Record.xlsx

Skill Level Case & SVO

General Repair - Skill Level.xlsx

Mapping user, role, level position, manager

Belum bisa diakomodir oleh Daikin

Contoh dokumen Service Report

Akan di-simplified kembali oleh tim Svc Daikin (Pak NopI)

Laporan Svo (4).pdf

Contoh dokumen MTC Agreement

15102020051939 - PKS Daikin 2020-2021 v3 ma.comment 20200804 rev1apm-MA (final).pdf

Contoh dokumen MTC BAST

BAST Unversitas Jendral Sudirman ACC tgl.pdf

Contoh dokumen T&C

Revise Maintenance Category field on Inquiry

5f2cfdf2-379b-463a-a154-2b86e9cea80d.jpeg

Field Discount & (others), Spec Unit value (Picklist) once quotation is negotiated by customer through mobile app

6/19/2023

Reason menjadi free text (akan dikonfirmasikan kembali ke Heroku)

Maintenance Contract Document Simplified Version

6/19/2023

(akan diakomodir oleh Mas Aji)

Matrix approver quotation new

6/19/2023

pak rupi lg naikin ke manager (kamis) >> matrix leveling

Matrix DP based on quotation amount

6/20/2023

blm ada

Matrix approver convert lead to inquiry

6/20/2023

(akan diakomodir oleh pak rupi) >> head section only

matrix approval discount

>> matrix level

matrix for key combination

6/19/2023

(akan diakomodir oleh Mas Djuhari)

Quotation template MTC

6/20/2023

per maintenance category dibeda2in, ada 6 quotation template

contoh dokumen PO

6/19/2023

master data vendor

7/7/2023

tampilan vendor

6/19/2023

matrix approval contract

6/20/2023

head section only

master data service teritori based on kelurahan

unqualified lead reason

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Tasks

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