Spanish and Other Non English Calls and Emails

Create Salesforce Case

CAUTION: Do not change the Case Record Type when creating Spanish Callback Cases

1. Create a Salesforce case with the following details:

• Case Owner: Leave this in your name. (This allows you to track and ensure the case is completed and gives you credit for the call in your case to call ratio.)

• Status: In Progress (This allows you to track and ensure the case is completed. Do NOT close your case.)

• Support Category: Call Back

• Subject: Spanish (or desired language) Call Back Request (This allows for your case to be easily located by the agent following up)

• Description: Use the Non-English Callback template

2. Navigate to the Open Activities section of your Salesforce case

3. Click on the New Task button

Create New Task 

1. From the Record Type of new record drop-down, select ResMed ReSupply Task

2. Click the Continue button

3. Click the magnifying glass icon

4. Select a Non-English CSR

5. In the Type field, select Non-English Call from the drop-down

6. In the Comments field, indicate the language the patient prefers

7. In the Status field, select In Progress from the drop-down

8. In the Due Date field, select the patient's requested callback date

9. In the Reminder field, choose a time for the assigned CSR to receive a reminder email

NOTE: A reminder is only needed if the patient requested a specific time for the callback. Leave as default if there was no time specified.

10. Click the Save button

An email will be sent to the assigned CSR to advise that you have assigned them a Callback Task. The email will include the Case number. Ensure you have linked the case under the patient profile in Salesforce so the CSR can easily locate the patient in ReSupply. Once the assigned CSR has completed the callback, they will mark the task and the case as completed.

Callbacks for Patient Care

Create an SFDC case with PT's name and phone number and assign the case itself to the agent who will be making the callback. 

Non-Spanish Calls and Emails 

Calls: For non-Spanish calls, please ask the PT to see if someone nearby speaks English to assist in the call If no English speaker is available. We have no one available to speak their language.

Emails: Use google translator to determine if the email is Spam or not. If the email relates to ResMed, reply to the email in English with one of our templates

Article Metadata

The following table provides management and control details about the current published version of this article.
 

Prepared By	Hannah Vincent
Reviewed By	Nader Omar, Ryan King
Process Owner	Diane Clarke
Subject Matter Expert	Nader Omar
Visibility	Internal - ACE
Audience	Patient Care ResMed ReSupply
Revision Workflow	Standard
Archive Date
DAC	DAC1

 

Revision History

The following table summarizes changes for each published version of this article.
 

Date	Changes
20 December 2023	Removed the SPANISH HELP LINE/ NON SPANISH HELP LINE AVALABLE and TIP sections. Added updated screenshots. Added note at the top of the article: Do not change the Case Record Type when creating Spanish Callback Cases (K00072)