Open questions register

Context

The programme has agreed to replace Hamlink, but no document lists which record types, how many years of history and which fields move. The data migration risk (R-06) is rated High because of this.

What a good answer looks like

A signed list of record types, fields and cut-off dates, with a reason for anything left behind and a plan for read-only access to the rest.

Worth knowing

Pre-loading each business banker's pipeline (A-25) depends on this list for the banking records.

Closest public Salesforce page: Trailhead: import and export with data management tools. It does not answer the question for Hampton Bank.

Affects

• As-is, to-be and impact: all processes
• Solution overview: process 1
• Risk register (R-06)

Context

Bankers keep client notes in free-text cells. Loading the pipeline is agreed (A-25). Whether the notes load as well, and in what shape, is not.

What a good answer looks like

A yes or no per note type, a field in Salesforce that holds it, and a test on three real spreadsheets before the pre-load starts.

Worth knowing

Richard Vance has said bankers will use Salesforce only if the pipeline view is better on day one, so missing notes would count against that.

Closest public Salesforce page: Trailhead: import and export with data management tools. It does not answer the question for Hampton Bank.

Affects

• As-is, to-be and impact: process 3
• Solution overview: process 3
• Learning plan: business banker
• Risk register (R-01)

Context

Today an agent who takes a complaint on the phone logs a note in Hamlink and forwards it by email. Service Cloud can route complaint cases to their own queue or keep them in the general queue with a flag.

What a good answer looks like

One routing rule that says where a complaint goes in the first hour, who owns it, and when the regulated clock starts.

Worth knowing

The complaint timers (R-08) start from the routing decision.

Closest public Salesforce page: Trailhead: understand queue-based routing. It does not answer the question for Hampton Bank.

Affects

• As-is, to-be and impact: process 1
• As-is, to-be and impact: process 4
• Solution overview: process 4
• Learning plan: complaints officer

Context

Fatima Haddad's team approves the guardrails before go-live. Nothing says who may change a prompt or a template afterwards, or who approves that change.

What a good answer looks like

A named owner for prompt edits, a named approver, and a rule that every change is tested against the approved test set before it goes live.

Worth knowing

Risk R-12 sits behind this question. The training demo uses the approved guardrails only.

Closest public Salesforce page: Trailhead: establish trust with autonomous agents. It does not answer the question for Hampton Bank.

Affects

• Solution overview: process 5
• Learning plan: CRM platform admin
• SharePoint review: where the rules live
• Risk register (R-12)

Context

The branch network has 60 branches and 600 staff. Training at branch keeps cover simple but needs equipment and a quiet room. Central sites reduce trainer travel but take people off the floor.

What a good answer looks like

A decision per region (metro and regional) with the room, equipment and cover each option needs.

Worth knowing

The first branch block in the week of 12 April (C-4) is planned for people on leave, so it can run centrally.

Affects

• Learning plan: branch teller and adviser
• Training schedule

Context

The eight-person L&D team is based in Melbourne and delivers all training. Wave 2 NSW training runs Mon 17 May to Fri 4 Jun 2027 across Parramatta and 26 branches.

What a good answer looks like

A named trainer pool for NSW with dates held, either travelling Melbourne trainers or trained NSW champions.

Worth knowing

Risk R-04 (training capacity) is Medium today and rises if this stays open past April.

Affects

• Training schedule
• Learning plan: L&D trainer
• Risk register (R-04)