ACE Tools

Official ACE tooling & Support Improvement Ideas feedback forum.

If you have suggestions for a new tool or if a process was in place to speed case handling, please use Improvement Ideas category and make a suggestion.

If you have suggestion or feature request for a specific existing tool, please select the respective tool in the categories list.

Up Vote the suggestions from others that would help you too.

These suggestions are reviewed once a week.
  1. Export to Excel from Ace Hub

    Need an ability to export Ace Hub data to Excel so we can use it for reporting purposes.

    17 votes
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    3 comments  ·  Flag idea as inappropriate…  ·  Admin →
  2. Add functionality to ACE Hub for Case Handover information between sites

    As cases can often require continuation of work in another region, ACE Hub functionality should be added to easily allow transfer of cases and handover notes.

    We would need to be able to track

    1. Which site is to receive the case.
    2. What is the current status of the case (most recent description and actions)
    3. What are the next actions required
    4. Confirmation / Acknowledgement from the receiving ACE.

    This would help as there will be handovers between all the sites
    - Sydney
    - Hyderabad
    - Dublin
    - Reston
    - Redmond

    8 votes
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    4 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  3. Activity Dashboard for ACE Hub

    It would be good to get an activity dashboard pane in ACE Hub where we can see all the activity done by me. Currently, we can filter the cases using the filter: Modified by. However, in a scenario where somebody else modifies the case after I did - I will lose that activity. Using the activity dashboard - it will be easier for us to follow up on the cases we had reviewed previously.

    6 votes
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    3 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  4. Provide capability to list closed cases

    There would be scenarios where ACE(s) would need to go back and look-up closed cases to perform CSAT analysis. While we do have an option to open cases in Service desk, it would be good to have capability to open closed cases in ACEHub to review the notes added by ACE(s).

    6 votes
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    1 comment  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  5. Adapt ACE Hub to report on action items for ACEs by letting us flag cases

    Could we add functionality to ACE Hub that lets us flag cases for
    1. RCA required
    2. uvocitem required
    3. Courtesy required
    4. Customer Education required

    These flags should persist even when the case is closed and stops appearing on ACE Hub. ACEs can run reports on all tickets to check what ones need RCAs or uvocitems etc.

    I track this manually in a OneNote for Shell and it is an overhead for me. This would help us standardise our approach and be able to report on our impact on the customer support experience.

    4 votes
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    2 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  6. Ability to see the SR for which SLA was missed

    KYC shows the count for the SLA missed , if I hover over the count I should be able to see which were the SR for which SLA was missed

    4 votes
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    1 comment  ·  KYC  ·  Flag idea as inappropriate…  ·  Admin →
  7. Idol case review Pivoting Through ACE Hub

    Every engineer uses a unique way and frequency to review the cases for their customers on ACE Hub depending on several factors like incoming case volume trend etc.

    Currently if the engineers have to pull out cases which have not been modified for more than a week ago, they have 2 options:

    1. List all cases for their customer and sort by "Modified On" and refresh the view after adding notes on each.

    2. From the Prognosis, add a date range of the last modified to get the list of cases reviewed in that time range.

    However, As ACEs, we…

    3 votes
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    1 comment  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  8. Sev-B has a 24x7 option - ACEHUB should to filter on that. A new column please?

    Sev-B has a 24x7 option - ACE/CXP need to watch for 24x7 B's that have not been handed off or are stale. ACEHUB should to filter on that. A new column please?

    3 votes
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    1 comment  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  9. Sorting based on SR number

    Sorting based on SR number does not seem to work as expected. Quick sorting feature on all columns on the grid will be good to have

    3 votes
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    0 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  10. Add Column to show Severity when Opened vs Current Severity

    Cases can change severity during their lifetime. Being able to see cases that have changed priority in ACE Hub will help prioritise work.

    For example:
    - ACE Hub shows two Sev-B cases.
    - One case was opened as Sev-A and later lowered to Sev-B
    - The other cases was opened at Sev-B

    This can help the ACE to prioritise as appropriate.

    3 votes
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    2 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  11. Have a Colume designed for the TAM of TEC Customer to mark it as a HOT case or not. Therefore we may prioritize case handling.

    For some of TEC customers there are 10+ active cases at any time. Thus it's important for us to pick up the Hot cases, handle it with high priority.
    Normally TAM is more close to customer, Their judgement on "hot" cases may help us to focus on the "really" important cases.

    3 votes
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    1 comment  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  12. Ability to Add custom columns

    Most of our customers have different reporting needs. It would be nice to be able to add custom columns to Ace Hub for tracking those properties

    3 votes
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    2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  13. Send Email for case status from ACE Hub to ACEs and Case Owners

    Acehub should send out an email mid-week/Dialy to show the health of the Customer's cases to all the case owners and ACE team.

    This will help get more visibility towards customer as a whole rather than individual cases and help us drive the cases with case owners faster.

    2 votes
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    0 comments  ·  Improvement Ideas  ·  Flag idea as inappropriate…  ·  Admin →
  14. need more prognosis options in ACE Hub

    need more prognosis options in ACE Hub. like pending with ARR or waiting for Customer Information etc...

    2 votes
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    1 comment  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  15. Change case color when no replies >1 day

    Many times we get low CSAT scores when a engineer does not respond on a case for several days. I would like to see these cases highlighted on ACE HUB when there is no reply in n days or n minutes. For example, the entire line on ACE HUB can turn red or another color to make me very aware that the case is languishing in the queue.

    2 votes
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    0 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  16. Adjust KYC report tables for CSAT and Speed to display most recent data.

    In the ACE Dash - KYC Section, the report tables for CSAT and Speed have the oldest data at the top of the table, and the most recent information at the bottom.

    The issue with this is that the ACE / Manager always has to scroll to see the current information.

    Suggestions:
    - Increase the size of the field for the table, so scrolling is no longer needed.

    Or

    - Sort the tables in reverse order, with the most recent data at the top.

    2 votes
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    0 comments  ·  KYC  ·  Flag idea as inappropriate…  ·  Admin →
  17. can Product name show the current case product instead of initial product?

    can Product name show the current case product instead of initial product?

    Customers frequently open cases under the incorrect product, and it will help our product reviews if this is accurate.

    1 vote
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    2 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  18. Enable case number drop down to launch case parser studio

    This will reduce the copying and pasting of the case number into this tool

    1 vote
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    2 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  19. filter should be enabled on custom views

    Custom view disabled filter button. But we should leave it enabled, I need to filter the results on my custom view.

    1 vote
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    1 comment  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
  20. Prognosis and Classification type columns should be sortable

    Prognosis and Classification type columns should be sortable

    1 vote
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    2 comments  ·  ACE Hub  ·  Flag idea as inappropriate…  ·  Admin →
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