Does anyone have any suggestions for estimating the amount of effort or time it would take implementing capabilities? We have built a priority matrix, with High Effort, High Impact; High Impact, Low Effort...etc. But now we are being asked to set some timelines around the effort.
We are looking to start the following?
- Turn on Omi-Channel for cases and chat
- Use the Native Escalation Model
- Enable Milestones & Entitlement Management
- Moving to Lightning (which I know the report provide estimated time)
Understanding that every company and environment is different if you have any best practices on gauging efforts for these and other projects any advice would be really helpful.
Thanks
1. I would start at looking at how many queues you need, assuming the intake doesn't change
2. I would start at looking at business process in terms of escalation
3. Again, looking at different entitlement business need
4. The effort really varies. I would generate the Lightning Readiness report, which gives you an idea amount of incompatible implementation you will have to tweak.
In either scenario, understand change management is always one of the biggest success factor...
