1. CPOC-SFDC Scheduling Training Guide
How to Schedule a CPOC Request
Prepared by: Christine Strom
Date: 8/9/16

2. Scheduling Steps included in the Guide
Logging into SFDC
Adding Customer Engagements & Events Tab
Viewing Available CPOC Queues
Viewing CPOC Open Requests Queue
Opening & Reviewing a Submitted Request
Checking for attachments
Reviewing the CPOC Calendar for available dates
Adding confirmed dates to the request
Adding Point of Contact / Engineer to the request
Adding Rooms to the request
Approving the request to formally confirm a scheduled event

3. Logging In to Salesforce (1/1)
Step 1: Login to Salefsorce Environment:
In webbrowser:
Click “Login” button
Step 2: Enter Login credentials
User Account is:
Use password as: CEC password
Step 3: Click Log In
Result:
Successfully logged into Salesforce

4. Adding Customer Engagements & Events Tab (1/1)
Step 1: Click ‘+’ on far right side of list of tabs
Step 3: Showing how to customize your tab view (please not these changes will not be retained for future test environment logins or for the live system once deployed). Follow the steps as shown in the diagram
Step 2: Click Customize my tabs
Result: You should now see your customized tab in the order you placed it.

5. Viewing Available CPOC Queues (1/1)
Step 1: Click on Customer & Engagements & Events Tab
Step 2: Click on “View” Drop Down Arrow
1 - Click drop down arrow
Result: You should now see the list of available CPOC queue views. These were created to provide common needed views.
CPOC Queue Views
Note: You can create your own views by cloning and editing an existing view or creating your own view

6. Viewing CPOC Open Requests Queue (1/1)
Step 1: Click on Customer & Engagements & Events Tab
Step 2: Click “Go” Button
Results:
CPOC Open Request View Appears and contains the following column fields in order from left to right: Action, Request ID, Created Date, Account, Requested Customer …, Request Days, Request Status, Service Type, Primary Architecture, Key Technology.
CPOC Open Request View should contain the following request statuses: Submitted, Pending, and Hold

7. Opening & Reviewing a Submitted Request (1/4)
Step 1: From the “CPOC – Open Requests” view select the Request ID with a Request Status of “Submitted”
Results: Should see a form that contains the engagement request details. Review the details within the form listed in the next 3 slides

8. Opening & Reviewing a Submitted Request (2/4) Focus: Visit Details, Contact Information, Opportunity & Request Details
Review required information to be provided by the requestor is:
Visit Details: Number of Cisco Attendees, Number of Customer Attendees, Number of partner Attendees, Requested Customer Arrival Date, Requested Customer End Date, Preferred Lab, Service Type, Requested Days, Delivery Type, Type,
Contact Information: SE , SE Manager
Opportunity & Request Details: Opportunity, Account, Test Objectives, Primary Architecture, Key Technology
Review optional information within form:
Visit Details: Additional Comments
Contact Information: Additional IDs
Opportunity & Request Details: IDs of Customer, Additional Upside (USD)
Review auto-populated information within the form (*- notes that the field is dependent on the preferred lab)
Visit Details: Primary Scheduler*, Secondary Scheduler*, Requested days, Total Number of Attendees – sum of Cisco, Customer and Partner Attendees, Request Status Status is “Submitted”
Contact Information: Your (Requestor ), Account Manager’s , CPOC Lab Mailer*
Opportunity & Request Details: Theater, City, Country State/Province

9. Opening & Reviewing a Submitted Request (3/4) Focus: Top of Page Layout and Function
Reminder Notes to Requestors & Schedulers appear in red text above “ Visit Details” section in the request form.
Use Help text hover overs for clarification needed about fields. Display message by placing cursor over circles containing “?”
Visit Details: Number of Cisco Attendees, Number of Customer Attendees, Number of, Partner Attendees, Additional Comments, Preferred Lab, Service Type, Request Status
Contact Information: Additional IDs
Opportunity & Request Details: Opportunity, Additional Upside, IDs of Customer
Toggle buttons collapse and expand details for sections in the request form
Visit Details, Contact Information, Opportunity & Request Details, Scheduled Event Details

10. Opening & Reviewing a Submitted Request (4/4) Focus: Middle to Bottom of Page Layout and Function
Note the following sections appear in the form. Some fields will be filled in during the scheduling process.
Multi Opportunities, Notes & Attachments, CPOC Rooms, CPOC Personnel, CPOC Shared Resources, Approval History
Approval History section has “Pending” Status in Overall Status and Status Columns. These fields are updated as the request status and/or approval is modified/completed.
Note the list of Schedulers for the preferred lab are listed in the Approval History section

11. Checking for attachments (1/1)
Focus: Locate places on the request to view added documents (Network Diagram, Test Plan and/or equipment list)
Step 1: Check the following places for test plan documentation
Chatter Feed
Notes & Attachments Breadcrumb
Notes & Attachments Section
Results:
Chatter Feed  Download and More actions (Preview, file details)
Notes & Attachments Breadcrumb  Hover over brings up Notes & Attachments where you can preview or download the file
Notes & Attachments Section  Preview or download the file

12. Reviewing the CPOC Calendar for available dates (1/1)
Determine CPOC Lab Resource Availability
Step 1: Click on Engagement Request ID that has a request status of Submitted
Step 4: Select Month + Year from Month drop down list, Screen refreshes
Step 2: Click View CPOC Calendar Button, a new browser tab is opened
Step 5: (Optional) Select Type from drop down list, Screen refreshes
Step 3: Select CPOC location from ‘Lab’ drop down list, Screen refreshes
Result: CPOC Resource Availability Calendar shows: Lab, Month+Year and if selected only the resource type selected.
Review and note availability of CPOC Engineers, Rooms and Shared Resources as needed for the request.

13. Adding confirmed dates to the request (1/1)
Section: Setting CPOC Request Dates required to complete the schedule
Step 1: Click Edit button in the request
Step 2: Select Customer Start Date, CPOC Start and End Dates either by clicking in the field and selecting a date using the calendar or click on the date/time provided and modifying the information manually.
Step 3: Enter in Point of Contact / Engineer address in additional IDs. This will ensure the Engineer assigned will receive notification that they are involved in this CPOC event.
Step 4: Click Save
Result: Returned to request form with Customer Start Date, CPOC Start, and CPOC End Dates populated

14. Adding Point of Contact / Engineer to the request (1/1)
Section: Adding CPOC Personnel
Step 3: Select CPOC Personnel from the drop down list
Step 1: Scroll down the form until you find the section called ’CPOC Personnel’ then click on the ’New CPOC Personnel’ button
Step 2: Click anywhere on the form to use pre-populated CPOC Start and End Dates (must already be entered in order for dates to be there). If other dates are needed, select CPOC Start and End Dates either by clicking in the field and selecting a date using the calendar or click on the date/time provided and modifying the information manually
Step 5: Click Save
Step 6: If you receive an ’Over Book Status’ warning message:
Clicking overbook – schedules multiple events for the personnel
Clicking cancel - return to step 3 to select another person
Result: Person Selected shows in the list for CPOC Personnel with CPOC Schedule date and CPOC End date

15. Adding Rooms to the request (1/1) Section: Adding a CPOC Room
Step 1: Within the engagement, scroll down the form until you find the section called ’CPOC Rooms’ then click on the ’New CPOC Room’ button
Step 3: Select CPOC Room from the drop down list
Step 2: Click anywhere on the form to use pre-populated CPOC Start and End Dates (must already be entered in order for dates to be there). If other dates are needed, select CPOC Start and End Dates either by clicking in the field and selecting a date using the calendar or click on the date/time provided and modifying the information manually
Step 4: Click Save
Step 5: If you receive an ’Over Book Status’ warning message:
Clicking overbook – schedules multiple events to the room
Clicking cancel - return to step 3 to select another room
Result: Selection saved, system returns you to the request page with the Room Selected shown in the list for CPOC Rooms with CPOC Schedule date and CPOC End date

16. Approving the request to formally confirm a scheduled event
Section: Scheduling the request
Step 1: Scroll down the form until you find the section called ‘Approval History’ then click on the ‘Approve/Reject’ link next to your name or the designated scheduler if you are approving on their behalf
Step 2: From pop up screen add in any comments (optional) and click the approve button
Result: Request status changes to Scheduled, Approval status changed from pending to approved, approval history added with comments added, and note added noting CPOC Scheduled. regarding the status change are sent to the requestor, SE, SE manager, additional s included, and the scheduler mailer for the preferred lab.

17. Additional Functionality Instructions Chatter Feed, Other statuses, and lab redirect

18. Adding an update note to the CPOC Request Chatter feed
Section: Update shows on chatter feed
Step 1: Select a CPOC request from the ‘Open CPOC Requests’ Queue View with the status of ‘Submitted’
Step 4: Click box containing ‘Write Something’
Step 2: Look for ‘Show Feed’ at Top Right corner of request just below the CEE number
Step 5: Add update note
Step 3: Click ‘Show Feed’ button to show request updates
Step 6: Click Share
Result: Clicking ‘Show Feed’ reveals the chatter feed details, Note successfully added to chatter feed

19. How to Hide CPOC Request Chatter feed (1/1)
Section: Chatter feed view hidden
Step 1: Select a CPOC request from the ‘Open CPOC Requests’ Queue View with the status of ‘Submitted’
Step 2: Look for ‘Hide Feed’ at Top Right corner of request just below the CEE number
Step 3: Click ‘Hide Feed’ button to hide updates
Result: Clicking ‘Hide Feed’ collapses the chatter feed details, Link now ”Show Feed’ to see chatter feed

20. Setting CPOC Request Status to other statuses like ‘Pending’ (1/1)
Section: CPOC Request has ’Pending’ Status
Step 1: Select a CPOC request from the ‘Open CPOC Requests’ Queue View with the status of ‘Submitted’
Step 4: Select appropriate ‘Waiting’ Reason from drop down list
Step 2: Click edit button
Step 5: Click ‘Save’ button
Step 3: Select ‘Pending’ Status from CPOC Status drop down list
Result: CPOC Request has CPOC Status of ‘Pending’, Overall request status set to ‘Pending’ in Approval history section

21. Lab Redirect Process
To be Added