Clarify what to do for workflows that reference Salesforce that are used by folks without access to Salesforce
Problem Statement
What is the problem?
There are Support workflows and other items in the Support Team Handbook that require access to Salesforce (SFDC). Some of these workflows are targeted at folks who do not have access to Salesforce.
Workflows + Pages to Consider
-
Working with Sales - This is for how L&R folks should work with Sales. There are other ways.
-
Associating needs-org tickets with appropriate organization - I believe we need to modify this diagram to note that the GitLab User Lookup and SFDC Tool apps exist to help with this.
- MR is here
-
Handling Sales Information Requests - Use the info in the ticket to find out who to contact; contact them via Slack.
- MR is here
-
Handling customers with incorrect expired support - Use the info in the ticket; check with #support_operations.
For each page:
- Are folks without access to Salesforce performing this task? (I have excluded things in
support-ops/training
and L&R workflows.) - Is the way to complete this task without Salesforce known?
- If yes: update the page.
- If no: identify how to complete the task and then update the page.
Why is this a problem?
This is a problem because it can be unclear what to do in those situations. In some cases (notably needs org
), the alternative workflow is known but not yet documented.
Proposal
We should update those pages to clarify what to do without access to Salesforce.
DRI
@mgibsongl will act as the DRI for this issue.
Required Resources
Potential Roadblocks/Things to consider
Some of these workflows may be removed altogether. We should update our workflows so that we have clear and accurate documentation
Desired Outcome
Support Engineers without access to Salesforce have documented options for performing tasks without access to Salesforce.
What does success look like?
There are no Support workflows or other items in the Support Team Handbook that require access to Salesforce (SFDC) and are performed by folks without access to Salesforce.
How do we measure success?
- Workflows that require the use of Salesforce either have alternative methods that don't require Salesforce or are not performed by folks without access to Salesforce.