Updated: Jan 25
So, you have finally had the chance to implement your marketing cloud. Things are going great, a nice agency helped set everything up, but alas, you are stuck. You are facing some difficulties and need some assistance. Don’t worry, we’ve got you. With these simple steps, you are easily able to request and receive assistance from us!
At Penfield Digital, being able to offer well-ordered service is a key priority for us. To ensure you can get that support, we have a service desk. Upon request, you can have both consultancy support and development support.
Consultancy Support: With this option, you can request for support on Salesforce Marketing Cloud, journeys within marketing cloud and new functionalities. Most recently, there has been a rising interest in the new interaction studio, which we will gladly assist in!
Development Support: Aside from creating applications for the Appexchange platform, we offer support in other applications, including customised ones, integrations and the new features!
After contacting one of our team members (a project manager-PM or product owner-PO) you will get access to the Penfield Digital Service Desk. Here is a sneak peek on what to expect:
Once you have made your request, we get on it immediately. You get status updates on the incident, bug or change request as soon as there are any changes.
Open –As soon as a request is filed through the portal, a ticket is created in the Jira Service Management Board of that project, aka Consultancy Support or Development Support. This indicates that the request has been filed and received, and it is currently open to be picked up by a project manager or product owner.
Waiting for Support – A project manager or product owner processes the ticket, and the status is changed to “waiting for support:”. You are automatically informed that the ticket has been received and processed. In the meantime, the PO/PM is looking for a suitable and available team member to start working on the task, and when found the ticket it is assigned to him/her.
In Progress - Once the Penfield Digital team start working on the task, the status of the task is changed to “in progress”. The status remains until the task is completed and tested by the resource. A second team member then tests the solutions created.
Testing - The new team member starts testing the finalised solution for the task, and if all in order, they can proceed and inform the PO/PM that the task is finally completed. If not, the ticket status is changed back to “in progress” and the ticket is assigned back to the first resource with comments on what is not within SPECS and should therefore be fixed. This ensures rigorous testing of solutions to make sure all incidents are resolved.
UAT (Approval) - If the testing of the solution is successful, the team member informs the PO/PM, who can change the status to “UAT (Approval)”. You are then informed that the task is completed on our side with the solution described in the ticket. All you have to do now is test our solution, does it work for you? Does it fit your expectations? If so, inform our team about the success!
Resolved - If the testing on the client side is reported successful by the client, the PO/PM can place the ticket status as “resolved”. Client could still comment on some other malfunction/issue within this ticket, and if this happen, the comments are taken in consideration by the PO/PM, and the ticket status is changed to “reopened”. If no further comments, the resource can proceed to deploy the solution to production. The production environment with the new feature/fix is tested once more by the client.
In some cases, there are extra expectations or additional services needed within one request. This is absolutely fine as the ticket can easily be reopened.
Reopened - If the testing on the client side - before/after deployment to production - is reported not successful, the client, thus you, should inform the PO/PM responsible about what went wrong. The PO/PM will then change the status of the ticket to “reopened”, and assign the ticket to the responsible resource, who then will look at the ticket once again, following the comments from the client.
Done - Once the solution is deployed to production and everything works accordingly, the ticket can be finally closed and archived.
Sometimes, during this process, you as a customer have some questions or concerned but do not know what to do. The status Waiting for customer is there for this. It is available at all times, as we might have a question for you too before we proceed. Your feedback is very important to us and the success of the ticket created. One of our team members will place the ticket in this status until the answer/action from the client has been received satisfactory.
And just like that, your requests has been resolved, and you no longer have to be concerned about it. You can easily get back on track with your marketing automation, or place fix the bugs on your app and you’re good to go!
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