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In Salesforce, we use the Status and Queue fields to indicate progress. If you are familiar with other task tracking tools such as kanban boards, you may have used columns, where each column indicated the status of the task.

Info

In general, content writers do not change the status of tasks when they pass them to the next queue.

Editing a Status or Queue

...

Status and Queue Definitions

Info

In general, content writers do not change the status of tasks when they pass them to the next queue.

Below you will find that a status has a different meaning when assigned to different queues.

Status

Queue

Meaning

Initially set by

Next Step

New

DS/ARI Content Team

New request

System
SEO Rep

  • Writer assigns task to self OR

  • Lead assigns task to writer OR

  • Writer kicks task back to SEO rep

On Hold

DS/ARI SEO Team PF

Kickback

Content writer

  • Writer tags SEO rep in Chatter AND

  • Writer explains reason for kickback AND

  • SEO rep will fix the problem AND

  • SEO rep will set Status to New AND

  • SEO rep will set Queue to DS/ARI Content Team

In Progress New

DS/ARI Content Team

Being written

Content writer

  • Content writer will complete the request AND

  • Content writer will change the queue to DS/ARI QA Team.

In Progress

DS/ARI QA Team

QA in progress

Content writer

  • Pass: QA specialist will change the Queue to DS/ARI Juniper Team OR

  • Fail: QA specialist will change the Queue to DS/ARI Content Team AND

  • QA specialist will change status to On Hold

On Hold

DS/ARI Content Team

Failed QA

QA Specialist

  • Content writer will make corrections and reply to the QA specialist in Chatter AND

  • Content writer will resubmit the piece by changing the Queue to DS/ARI QA Team OR

  • Content writer will send the piece to be publish by changing the Queue to DS/ARI Juniper Team

New/In Progress

Status
colourYellow
titleIDEA IN PROGRESS

In-between step required between this and closed?

DS/ARI Juniper Team PF

Ready for publishing

QA specialist or Content writer.

  • Juniper team member will publish the piece AND

  • Juniper team member will set Status to Close AND

  • Juniper team member will set Reason to Complete

Closed

DS/ARI Juniper Team PF

Published

Juniper team member

  • n/a