Rally Support Manager (Salesforce.com)

Rally Support Manager provides organizations managing support cases in Salesforce Support and Services visibility into Rally defects and user stories that were initiated from customer reports. It also customizes release announcements to customers whose support cases were resolved in the Rally release being announced. When the integration is deployed, Rally users can view the specific customers that have reported Rally defects.

See the following for more information:

Rally Support Manager improves collaboration between development groups and customer support groups to accelerate the correction of customer-reported issues. Customer support staff can quickly submit defects reported by customers and communicate to customers the development status of these defects.

Rally Support Manager improves support responsiveness and increases customer satisfaction through case-to-defect lifecycle tracking. It gives support teams a 360-degree view of customer-reported bugs by tracking their development status and informing customers with tailored release announcements or self-service portal updates.

With Rally Support Manager, support staff can easily link customer cases to the development team’s defects managed in Rally. As development makes progress on correcting defects, Salesforce users can easily track the current status and expected delivery timeframe of the issues they care about.

Name Description Type
Release Announcement Groups cases addressed in a Rally release Custom Object, Custom Tab
RSM Setup Stores Rally subscription information Custom Object, Custom Tab
Create Artifact Creates new Rally defects and user stories Custom S-Control
Find Artifact Identify existing Rally defects and requirements Custom S-Control
Field Mapper Defines mapping between Salesforce fields and Rally fields Custom S-Control
Release Announcement Groups cases addressed in a Rally release Custom Object, Custom Tab

Features and benefits

  • Look up defects. Support staff can quickly detect if development is already aware of bugs with search and match capabilities, reducing the creation of duplicates.
  • Submit defects. From Salesforce cases, enter defects directly into the development backlogs. An option to enter requirements in development backlogs is also available.
  • Track development progress. Support cases automatically reflect development status (defect status, priority, severity, resolution and target release).
  • Release announcements. Review all cases resolved in a release and quickly build mass emails that update each customer on status of their issues, and/or update their cases in the self-service portal.
  • Prioritize development backlogs Development teams can see which customers, and how many, are associated with each bug report.

Key reports and dashboards

Name Description
All Cases Solved in a Release Which cases were solved in release ABC?
Cases solved for ABC in Release X Which cases did release X solve for customer ABC?
Release X notification Solved Bug Cases Which customers were notified about release X? Which cases reporting bugs have been resolved by development?

Requirements

  • External Service: Rally Enterprise (www.rallydev.com)
  • Salesforce.com Edition: Developer, Enterprise, Unlimited

Specifications

  • Publisher: Rally Software Development Corp. (www.rallydev.com)
  • Type: Native and Composite
  • Salesforce.com Certification: Certified

Supported Version: 1.61
Cost: Additional per-seat cost for Enterprise Subscriptions, included with Unlimited Subscriptions

Feedback

Need more help? The Rally Community is your one-stop shop for self-service and support. To submit feedback or cases to Rally Support, find answers, and collaborate with others, please join us at rallycommunity.rallydev.com.
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