# data[].attributes.headline
SF Product Templates be cleaned up; some
products are missing Required Technical questions for the CSE to fill in and
some products ask Irrelevant questions

# data[].attributes.subject
SF Product Templates be cleaned up; some
products are missing Required Technical questions for the CSE to fill in and
some products ask Irrelevant questions

# data[].attributes.headline
when PRI's are rolled into SF, who will create the NBR if needed

# data[].attributes.subject
when PRI's are rolled into SF, who will create the NBR if needed

# data[].attributes.headline
ADSL Qualification is not done in SF  as it does not link to Qual tools - Bell,
TELUS, NOVA - and is not entered into SF 

 - diff regional Qualification processes - both ASR and CSE/TA perform Quals

# data[].attributes.subject
ADSL Qualification is not done in SF  as it does not link to Qual tools - Bell,
TELUS, NOVA - and is not entered into SF 

 - diff regional Qualification processes - both ASR and CSE/TA perform Quals

# data[].attributes.body
System

# data[].attributes.headline
Inquiry is not linked to a Sales Opportunity in
SF, its created under a SF Customer RCID Account

# data[].attributes.subject
Inquiry is not linked to a Sales Opportunity in
SF, its created under a SF Customer RCID Account

# data[].attributes.body
TRAINING

# data[].attributes.headline
CSE/TA does NVT check and submits inquiries for
ON Enterprise in SF (fibre services) or PSI for exception products

# data[].attributes.subject
CSE/TA does NVT check and submits inquiries for
ON Enterprise in SF (fibre services) or PSI for exception products

# data[].attributes.headline
which order entry Team uses which order entry Tool?

# data[].attributes.subject
which order entry Team uses which order entry Tool?

# data[].attributes.headline
who are order submission follow up status questions to be addressed?

# data[].attributes.subject
who are order submission follow up status questions to be addressed?

# data[].attributes.headline
Sometimes we push work to the CSE/TC as it is internal technical versus client technical (IPT)

# data[].attributes.subject
Sometimes we push work to the CSE/TC as it is internal technical versus client technical (IPT)

# data[].attributes.headline
MACD process should have more direct to care options for products like IP

# data[].attributes.subject
MACD process should have more direct to care options for products like IP

# data[].attributes.headline
What changes will be allowed for the Products
currently not in Scope for SF?  Eg. IPT
product

# data[].attributes.subject
What changes will be allowed for the Products
currently not in Scope for SF?  Eg. IPT
product

# data[].attributes.headline
Products in SFDC need to be cleaned up, not clear of names in SFDC vs actual names of service (hosting, Business Internet speeds no longer used, grandfathered products not removed)

# data[].attributes.subject
Products in SFDC need to be cleaned up, not clear of names in SFDC vs actual names of service (hosting, Business Internet speeds no longer used, grandfathered products not removed)

# data[].attributes.headline
Does not account for orders submitted by TELUS Service Desks, CSM, CSE - MAC activity current process map other teams need to be accounted for that submit orders

# data[].attributes.subject
Does not account for orders submitted by TELUS Service Desks, CSM, CSE - MAC activity current process map other teams need to be accounted for that submit orders

# data[].attributes.headline
Unique feature asks for voice services (i.e. RTM sizing/ IRL, addition of Service Saver, PS-ALI) require order generated to KANA queue as opposed to SFDC

# data[].attributes.subject
Unique feature asks for voice services (i.e. RTM sizing/ IRL, addition of Service Saver, PS-ALI) require order generated to KANA queue as opposed to SFDC

# data[].attributes.headline
my team does not engage ECMM for contract creation (ECB)

# data[].attributes.subject
my team does not engage ECMM for contract creation (ECB)

# data[].attributes.body
Move to Roles

# data[].attributes.headline
how will orders be handed off to SE, currently all work received in email (in AB)

# data[].attributes.subject
how will orders be handed off to SE, currently all work received in email (in AB)

# data[].attributes.headline
Use of PSI to create inquiry/firm requests for different product types causes duplicate effort and/or missing information in SFDC

# data[].attributes.subject
Use of PSI to create inquiry/firm requests for different product types causes duplicate effort and/or missing information in SFDC

# data[].attributes.body
MOVE TO TRAINING

# data[].attributes.headline
All products should be in SFDC that are in SRT

# data[].attributes.subject
All products should be in SFDC that are in SRT

# data[].attributes.headline
Comments from SR do not transfer to WR so that there is duplication of comments

# data[].attributes.subject
Comments from SR do not transfer to WR so that there is duplication of comments

# data[].attributes.headline
Process MAP is a big stretch for products not in the traditional product set

# data[].attributes.subject
Process MAP is a big stretch for products not in the traditional product set

# data[].attributes.headline
TC/CSE should be able to hand off to Care directly rather than going back to SET or BSA

# data[].attributes.subject
TC/CSE should be able to hand off to Care directly rather than going back to SET or BSA

# data[].attributes.headline
Entry point differences (SFDC vs. SRT) cause differences in visibility of current status by upstream teams

# data[].attributes.subject
Entry point differences (SFDC vs. SRT) cause differences in visibility of current status by upstream teams

# data[].attributes.headline
what are the additional updates/info required from SE in FMO to make BSA service request doable for BCX back office

# data[].attributes.subject
what are the additional updates/info required from SE in FMO to make BSA service request doable for BCX back office

# data[].attributes.body
CSA create service request now SE does in Enterprise space West - too many touchpoints

# data[].attributes.headline
PRI template completion - completed by different groups and should reside with Care

# data[].attributes.subject
PRI template completion - completed by different groups and should reside with Care

# data[].attributes.headline
PRI Template noted as a difference and possibly a problem as its different but from a TC/CSE perspective its a best practice as it enables self enablement for clients to provide their content and not via emails or phone.  Less chance for error and better use of telus resources

# data[].attributes.subject
PRI Template noted as a difference and possibly a problem as its different but from a TC/CSE perspective its a best practice as it enables self enablement for clients to provide their content and not via emails or phone.  Less chance for error and better use of telus resources

# data[].attributes.headline
Multiple work flows require IFM team members to manage requests for the same product in different ways

# data[].attributes.subject
Multiple work flows require IFM team members to manage requests for the same product in different ways

# data[].attributes.headline
Not all inquiry tools are in SFDC (NOVA, NVT, etc). Not able to create bulkload requests as with PSI

# data[].attributes.subject
Not all inquiry tools are in SFDC (NOVA, NVT, etc). Not able to create bulkload requests as with PSI

# data[].attributes.headline
We should built out the sales box to more then one box and include CSE/TC support there

# data[].attributes.subject
We should built out the sales box to more then one box and include CSE/TC support there

# data[].attributes.headline
cost approval not getting the right individual the first time and then submitted back so team continue work

# data[].attributes.subject
cost approval not getting the right individual the first time and then submitted back so team continue work

# data[].attributes.headline
Most TELUS/ customer agreements are custom agreements...non ECB generated

# data[].attributes.subject
Most TELUS/ customer agreements are custom agreements...non ECB generated

# data[].attributes.headline
confusing for SET to know when to follow S2C / Solution Control and or variation thereof

# data[].attributes.subject
confusing for SET to know when to follow S2C / Solution Control and or variation thereof

# data[].attributes.headline
Once service is sold, SRT provisioning questions are not easily available

# data[].attributes.subject
Once service is sold, SRT provisioning questions are not easily available

# data[].attributes.headline
BSA/SE engagement via SF vs Kana- no role to assign

# data[].attributes.subject
BSA/SE engagement via SF vs Kana- no role to assign

# data[].attributes.headline
Fibre Inquiries done by Verna - not BSA/ASR

# data[].attributes.subject
Fibre Inquiries done by Verna - not BSA/ASR

# data[].attributes.body
for Enterprise not Former TBS ON space as the ASRs do it - where doing it?

# data[].attributes.headline
Existing ON Enterprise CSE/TA differences:

# data[].attributes.subject
Existing ON Enterprise CSE/TA differences:

# data[].attributes.body
1. CSE/TA does NVT check and submits inquiries for ON Enterprise in SF (fibre services) or PSI for exception products

2. Inquiry is not linked to a Sales Opportunity in SF, its created under a SF Customer RCID Account

3. SF not track inquiry status or results, have to look in FOX for inquiry information, Inquiry results are provided via email to CSE/Sales

4. ADSL Qualification is not done in SF  as it does not link to Qual tools - Bell, TELUS, NOVA - and is not entered into SF

5. Depending on Qty. of qual, the doer changes

6. Different regions have different ADSL Qual steps; BC not use NVT info but rest of country does, in addition to the applicable Regional Qual Tool

7. PRI is direct to FIRM, no SF inquiry is created, unless required by NVT, which is less than 5% of requests in ON Enterprise area

8. Currently ASR submits COT to CSE/TA for populating into PSI and emails PSI # back to Sales

9. Currently TA submits needed NBR request and emails results back to ASR

10. When PRI is rolled out into SF the process will change, who will create the needed NBR?

11. SF Product Templates be cleaned up; some products are missing Required Technical questions for the CSE to fill in and some products ask Irrelevant questions

# data[].attributes.headline
need more headcount or move members over

# data[].attributes.subject
need more headcount or move members over

# data[].attributes.headline
Solution control not currently leveraging Sales Opportunity

# data[].attributes.subject
Solution control not currently leveraging Sales Opportunity

# data[].attributes.body
Sending emails instead of Sales Opportunity

PROCESS

# data[].attributes.headline
TBS ON Care completes PRI technical information in SFDC

# data[].attributes.subject
TBS ON Care completes PRI technical information in SFDC

# data[].attributes.body
As part of  pre-sales cycle, I was told that prequalification of services cannot be done through SFDC...i.e. RFP response/ sole source response
TRAINING

# data[].attributes.headline
We need to leverage SFDC to show / provide completion notice of each of the key milestones for the swim lanes shown in the rough Visio process

# data[].attributes.subject
We need to leverage SFDC to show / provide completion notice of each of the key milestones for the swim lanes shown in the rough Visio process

# data[].attributes.headline
The product templates need to have mandatory fields with audits built in to better provide clean & necessary information for downstream 

# data[].attributes.subject
The product templates need to have mandatory fields with audits built in to better provide clean & necessary information for downstream 

# data[].attributes.headline
Lack of business readiness team for Sales 

# data[].attributes.subject
Lack of business readiness team for Sales 

# data[].attributes.headline
Lack of
Executive will to resolve issues and allocate needed resources to do so

# data[].attributes.subject
Lack of
Executive will to resolve issues and allocate needed resources to do so

# data[].attributes.headline
We do not have the same roles across all teams

# data[].attributes.subject
We do not have the same roles across all teams

# data[].attributes.headline
Lack of Roles and Responsibilities alignment Nationally. 

# data[].attributes.subject
Lack of Roles and Responsibilities alignment Nationally. 

# data[].attributes.headline
Instructions: Write the issues that you feel contribute our business problem of lack of alignment of business workflow process from Sales to Care

# data[].attributes.subject
Instructions: Write the issues that you feel contribute our business problem of lack of alignment of business workflow process from Sales to Care