Department | User | Story | Demo / Knowledge Base Article |
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Salesforce Basics | Everyone | | https://www.loom.com/share/c985eb83491049868002652fd0ecbb3d |
Salesforce Basics | Everyone | Creating records and related records | CCS - How to: Create Records |
Salesforce Basics | Everyone | Relating Contacts to Accounts and other Contacts | |
HR | HR Team | Adding Salesforce User and Service Resource | |
HR | HR Team | Adding Service Resource Attributes such as Skills, Capacity and Shifts | https://verticconsulting.atlassian.net/wiki/spaces/CC/pages/1967980727/CCS+-++Service+Resource+Skills?search_id=8a1c9f9d-dd6b-4a29-bffa-a34fcdf9672f |
HR | HR Team | Operating Hours | CCS - Operating Hours |
Onboarding | Client Management | Syncing a Contact with the NDIS | https://knowledge.maica.com.au/welcome-to-maica/participant-management/participant-proda-sync |
Onboarding | Client Management | Onboarding clients with Opportunities > Service Agreement | CCS - The Opportunity Object |
Onboarding | Client Management | Attaching Documents | |
Onboarding | Client Management | Signing a Service Agreement (Create / Edit) | |
Rostering | Dispatcher | Work Order Management (Create / Edit) | https://verticconsulting.atlassian.net/wiki/spaces/CC/pages/1967982423/CCS+-++Individual+Participant+Scheduling?search_id=8a1c9f9d-dd6b-4a29-bffa-a34fcdf9672f |
Rostering | Dispatcher | Service Appointment Management | CCS - Service Appointment Management |
Rostering | Dispatcher | Using the FSL dispatcher console / Optimiser | CCS - Field Service Dispatcher Console |
Rostering | Dispatcher | Using the FSL gantt view | CCS - Dispatcher Console: Filtering GANTT View by Service Territory |
Rostering | Dispatcher | Using the Match Resources buttton | CCS - Service Appointment Management + Match Resources |
Rostering | Dispatcher | Assigning multiple Resources to single or multiple Service Appointments | |
Rostering | Dispatcher | Matching Service Resources to Client. | |
Rostering | Dispatcher | Dispatching Service Appointments | Via Service Appointment Management: https://verticconsulting.atlassian.net/wiki/spaces/CC/pages/1967982757#Bulk-Updating-Service-Appointments Via Dispatcher Console: https://help.salesforce.com/s/articleView?id=sf.pfs_appointments_list.htm&type=5#:~:text=Mass%2DEdit%20Appointments |
Rostering | Dispatcher | Work Plans and templated services | CCS - Work Plans & Work Types |
Rostering | Dispatcher | Handling Resource Preferences | https://verticconsulting.atlassian.net/wiki/spaces/CC/pages/1967984206/CCS+-++Service+Resource+Operating+Hours?search_id=cc385846-2c7e-4851-aa9d-cdd6fc3bbaff |
Client Management | Client Manager | Cancelling a Service Appointment - Cancelation Rules - who gets paid? For NDIS Participants:
Concept Care cancellation policy is in accordance with the NDIS price guide and will vary in-line with the
price guide.
The notice period for NDIS participant cancellations is 7 days. • A cancellation fee at the full cost of the
scheduled service will be billed if the service is cancelled with less than 7 days’ notice or the customer is not
at home at the time scheduled. • If a customer rejects the offer of a suitably compatible alternate worker
and therefore cancels the service with less than 7 days’ notice, the full cost of the scheduled service will be
billed.
Where a provider has a Short Notice Cancellation (or no show), they are able to claim 100% of the agreed
fee associated with the activity from the client's plan, subject to the NDIS Pricing Arrangements and Price
Limits and the terms of the service agreement with the client.
A cancellation is a short notice cancellation if the client:
• Cancels supports with a notice period of less than 7 days, or
• Does not show up for a scheduled support within a reasonable time, or is not present at the agreed place
and within a reasonable time when the provider is travelling to deliver the support
Information relating to cancellation fees can be found by visiting the NDIS website
https://www.ndis.gov.au/providers/pricing-arrangements For Home Care Package Clients:
• The notice period for customer cancellations is 72 hours. • A cancellation fee at the full cost of the
scheduled service will be billed if the service is cancelled with less than 72 hours’ notice or the customer is
not at home at the time scheduled. • If a customer rejects the offer of a suitably compatible alternate
worker and therefore cancels the service with less than 72 hours’ notice, the full cost of the scheduled
service will be billed.
Where a provider has a Short Notice Cancellation (or no show), they are able to claim 100% of the agreed
fee associated with the activity from the client's Home Care Package and the terms of the service
agreement with the client.
A cancellation is a short notice cancellation if the client:
• Does not show up for a scheduled support within a reasonable time, or is not present at the agreed place
and within a reasonable time when the provider is travelling to deliver the support; or
• Has given less than three (3) clear days’ notice for a support for HCP. | |
Client Management | Client Manager | Adding and managing Goals | |
Client Management | Client Manager | Adding and managing Care Plans | |
Client Management | Client Manager | Catching client notes | |
Appointment Delivery | Service Resources | FSL Mobile App | |
Appointment Delivery | Service Resource | Service Resource notified of assignment and or dispatched appointment | https://help.salesforce.com/s/articleView?id=sf.mfs_push_notifications.htm&type=5 |
Appointment Delivery | Service Resource | Service Resource Check in / Check out | CCS - FSL Mobile App: Service Appointment Management |
Appointment Delivery | Service Resource | Attributing and expensing travel | |
Appointment Delivery | Service Resource | Creating Cases/Incidents from support worker app | https://www.loom.com/share/e3a8f8a3ea1045f2a6d9b87d125e5481 |
Appointment Delivery | Service Resource | Creating Cases/Incidents from within Salesforce | |
Appointment Delivery | Service Resource | Attributing Expenses for Parking Tolls Meals Day trips
| |
Finance | Finance Manager | Timesheet creation | |
Finance | Finance Manager | Retrying failed payment requests from the NDIS | |
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