On March 1, 2021, the Data Support team is moving their ticket management system to Salesforce to enhance the experience for our clients when reporting a connection-related issue. This means more visibility and flexibility regarding open service tickets and the ability for clients to follow up via email and from any device. NOTE: Clients and Financial Institutions have been made aware of this change last week. More information about these changes can be found below.
IMPORTANT NOTE: All escalations to Data Support require a Salesforce Case.
Please familiarize yourselves with these processes as they’re critical for this transition to be successful.
Click here to view the communication distributed on 2/17
Click here to view the February Product Update from 2/16.
In process of communication via Relationship Managers February – May)
Due to contractual restrictions regarding the cloud for some of our accounts, Relationship Managers with support from legal, tech support, program management, and other cross-functional teams, are reaching out independently to “Restricted” clients (clients who will need to modify their contracts to accommodate this enhancement). These clients have been suppressed from all other communications re: the Salesforce ticketing update, and put behind a feature flag to prevent the changes mentioned in the internal update (see above). They will not receive the update to our Salesforce ticketing system on the GA date of March 1, but rather will work with our legal team to update their contracts on a rolling basis. view Restricted Clients.
Clients without contractual restrictions regarding the cloud are being identified as “Unrestricted” and was included in the Nexus to Salesforce transition on March 1.
Users within these accounts on the monthly standard EMA product update cycle received the February 2021 Product Update on 2/19 which features the Salesforce support ticketing enhancement on March 1.
The following offices who fall into the “Unrestricted” category who are not on the EMA product update cycle or have special field communication restrictions did not receive this month’s Product Update. Instead, this home office newsletter was shared with at least one home office contact at the following offices on Tuesday, 2/22:
A version of this above communication, only featuring the Salesforce update, was sent to the following clients as well:
Note: We had a technical error that didn’t pull contacts from these three accounts into the segment from 2/22.For questions re: all external communications, please email clientcomm@emoneyadvisor.com
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