As a support manager who manages locally-based support teams using Salesforce and offline support teams using Jira, you will want the two teams to share information across Jira and Salesforce seamlessly.
This use case shows you how to configure Jira and Salesforce for the online and offline support teams to provide customer the best support experience.
Ingredients
You will need the following installed on your Jira environment. This works for both Jira Cloud and Jira Server.
You will need some basic understanding on the following Jira features:
Complete scenario
The Teams:
- The L1 support team resides on Jira and use JSM as the medium to directly communicate with customers first-hand.
- The On-site support team is working out of Salesforce, and they will be dispatched to the customer’s place to troubleshoot hardware issues
The Scenario:
- The customer raises a support ticket via the JSM portal to the support team in Jira.
- Jira Support team will try its best to resolve the issue online via email.
- Jira team will be able to retrieve the customer’s information via the JSM connector. Information retrieved includes the customer’s email (Reporter’s email) and match it to Salesforce’s Contact email.
- If the L1 support team is unable to provide any resolution remotely, they can create an escalation (Salesforce Case) to arrange for the on-site visitation.
- The Jira team will confirm with the customer if their registered phone number is still in use. If it’s outdated and requires updating, the L1 support rep would use the Updated Phone Number field ( explained below) to push the update to Salesforce’s Contact field, to update the phone number.
- The Salesforce team can use the now-updated phone number to reach out to the customer to arrange for the on-site visitation.