--000000000000e3ff9305ea541059 Content-Type: multipart/alternative; boundary="000000000000e3ff9205ea541058" --000000000000e3ff9205ea541058 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Can you all complete this tomorrow and let me know when done please. Hoping not a big deal. Thanks ---------- Forwarded message --------- From: Jackie Summers Date: Wed, Oct 5, 2022 at 3:12 PM Subject: SLI receipt Emails for Regional Directors To: Regional Directors Cc: Angie Markwell , Chen Xie , Melissa Reyes , Ashley Mirone , Matthew Neal Hello Regional Directors, I wanted to reach out as we've made an efficiency in the prior Referral Account At Risk Form, which has been moved into Salesforce. Please see the recorded training and instructions below. We will no longer be using the old RAAR GForm and GSheets, but the Service Level Intervention feature within Salesforce. * Where I need your support: * There is an automatic email sent out to all Regional Directors as soon as an SLI is submitted for their offices. The issue we are running into is that this field within SF is not very up to date and has old employees tagged. By EOW: Will each of you please go into the linked report: It's grouped by Division Head (so you can find your division head on the left), and Review the Office Names and Regional Managers attached to the offices, and confirm you're tagged as the correct Regional Manager for your Offices. If you notice there is a wrong Regional Manager assigned or a blank Regional Manager, please click into the *Office Name* and insert yourself as the Regional Manager Field. If you see locations on the list/report that are not used/franchise/etc. Please disregard them and only assign yourself for the Salesforce Office Names used within your Region. Highlighted below is a sample of where the field is on the Office page. [image: image.png] _______________________________________________________________________ 1. Service Level Intervention (SLI) in Salesforce 1. *Recorded Training Here* 2. Previously known as the RAAR Form, we=E2=80=99ve transitioned the RAA= R Google Form into Salesforce for more real time tracking, reporting and the ability to document remediation with both the referral account and client. 3. Purpose of an SLI: is to have a space to align with our operations team on referral accounts and clients at risk based on an event that = took place, and to be able to work together on a remediation plan to bring= the account and/or client back into a "Green" or recovered state 4. To Document a Service Level Intervention: 1. Go into the Referral Account in Salesforce 2. On the right hand side you=E2=80=99ll see the Quick Links section,= and Service Level Intervention under this section. Note: you may need to use the =E2=80=9CShow All'' button. 3. Hit Service Level Interventions 4. This will show you the list of all prior SLI=E2=80=99s for this ac= count in a list view. One the top right you=E2=80=99ll see a =E2=80=9CNew= =E2=80=9D Button. Hit =E2=80=9CNew=E2=80=9D to create a new SLI. 5. 6. Fill out the SLI to the best of your knowledge 1. In the 1st field =E2=80=9CService Level Intervention Name=E2=80= =9D - please use Client Name - Service Incident Type 2. From there you=E2=80=99ll describe the incident and tag choose = the status of both the referral account and the client. 3. *New* It is a new feature from the google form version that you can now identify at what levels the referral account and client relationships were affected separately. Sometimes one is much more affected than the other, this will help identify that. 7. Once an SLI is submitted, there is an email that goes to the following people: 1. Submitter 2. Owner of the Referral Account attached 3. Sales Manager of the Owner of the Referral Account 4. Division Head for the office 8. Once Submitted, you have the ability to Upload Files to attach documents to the SLI, add Activity/New Events on the SLI, and use Chatter on the SLI. 5. How to Find a Submitted SLI: you can go into the Service Level Interventions tab at the top of the Salesforce screen and from there you can use the Dropdown to find your Regions submitted and open SLI= =E2=80=99s. 6. Using your SLI=E2=80=99s Weekly: once submitted, this should be used = weekly in the HCL=E2=80=99s Coaching Calls with Operator Present, and in the= Office Pipeline Meetings in order to align on these situations, have a plan = of action, and update the SLI to being the referral account and or the client into a resolved status. 7. Resolving an SLI: in order to fully resolve an SLI, 1. the referral account would need to be brought into a =E2=80=9CReso= lved and Saved=E2=80=9D position The client would need to be brought to a =E2=80=9CGreen: the Client has bee= n recovered=E2=80=9D position __________________________________________________________________________ Jackie Summers Sales Operations Manager *Please note my email has changed:* jsummers@TheKey.com (951) 675-0413 TheKey