User Stories

Department	User	Story	Demo / Knowledge Base Article

Department	User	Story	Demo / Knowledge Base Article
Salesforce Basics	Everyone	Understanding basic objects	Home \| Salesforce - 3 October 2023
Salesforce Basics	Everyone	Creating records and related records	CCS - How to: Create Records
Salesforce Basics	Everyone	Relating Contacts to Accounts and other Contacts	Recently Viewed \| Contacts \| Salesforce - 9 November 2023
HR	HR Team	Adding Salesforce User and Service Resource	Creating a Support Worker in Salesforce
HR	HR Team	Adding Service Resource Attributes such as `Skills`, `Capacity` and `Shifts`	CCS - Service Resource Skills
HR	HR Team	Operating Hours	CCS - Operating Hours
Onboarding	Client Management	Syncing a Contact with the NDIS	Participant PRODA Sync \| Healthcare Solutions
Onboarding	Client Management	Onboarding clients with Opportunities > Service Agreement	CCS - The Opportunity Object
Onboarding	Client Management	Attaching Documents	Managing Documents in Salesforce
Onboarding	Client Management	Signing a Service Agreement (Create / Edit)
Rostering	Dispatcher	Work Order Management (Create / Edit)	CCS - Individual Participant Scheduling
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	Assigning Multiple Service Resources - A Quick Demonstration
Rostering	Dispatcher	Matching Service Resources to Client.	Manage Client Preferences: https://www.loom.com/share/08bbd094e1bd49c297b0c790124d4b17
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	https://verticconsulting.atlassian.net/wiki/spaces/CC/pages/1967984259
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	https://www.loom.com/share/7fbeedcb6e6b427aa25864a3fa4436f9
Client Management	Client Manager	Adding and managing Care Plans
Client Management	Client Manager	Catching client notes	https://www.loom.com/share/7fbeedcb6e6b427aa25864a3fa4436f9
Appointment Delivery	Service Resources	FSL Mobile App	https://verticconsulting.atlassian.net/wiki/spaces/CC/pages/1967982985
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	https://verticconsulting.atlassian.net/wiki/spaces/CC/pages/1967983139
Appointment Delivery	Service Resource	Attributing and expensing travel	https://verticconsulting.atlassian.net/wiki/spaces/CC/pages/1967983060
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	https://verticconsulting.atlassian.net/wiki/spaces/CC/pages/1967983006
Appointment Delivery	Service Resource	Attributing Expenses for Parking Tolls Meals Day trips	https://verticconsulting.atlassian.net/wiki/spaces/CC/pages/1967983060
Finance	Finance Manager	Timesheet creation
Finance	Finance Manager	Retrying failed payment requests from the NDIS

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