Draft v0.2 | 29 January 2027 | Change lead, Change Made Simple
How to do each job in Salesforce and Compass Assist, in the order the work happens. Nine job pages, eight role guides and one-page cards for the four largest groups.
Changed in v0.2
Docklands gets early (6:30am to 8:00am) and late (4:30pm to 6:00pm) blocks. Branches get a first block in the week of 12 Apr and make-up sessions on Wed 14 and Thu 15 Apr (change C-4). Updated v0.2 from T5
Business bankers train in 90-minute sessions from 7:30am after their pipeline is pre-loaded. Compass Assist training for bankers moves to week 3 after go-live, opt-in (change C-4). Updated v0.2 from T4
Complaints officers learn that Compass Assist may draft a response and they must edit and send it. This is the answer to Q-05 (change C-5). Updated v0.2 from T5
The guardrails sign-off gate is Fri 9 Apr 2027, moved from Fri 26 Mar (change C-3). Updated v0.2 from T5
Training at a glance
Each tile is a job page: up to four steps in the order the work happens, with the traps and the source for each. What changes from today is on As-is, to-be and impact, and open questions are on the register.
Handle a contact from search to close. Colour key: this page uses the colour of the role Contact centre agent. Amber is a to-be-confirmed item. Red is a trap.
a1 Find the customer
Search by name or phone number and open the matching customer.
Check the accounts, household members and open cases on the view.
Ask the verification questions and tick Verified when the customer passes. If two customers share a name, check the date of birth first.
Open, investigate, answer and close a complaint. Colour key: this page uses the colour of the role Complaints officer. Amber is a to-be-confirmed item. Red is a trap.
c1 Open the case, categorise it and check the timers Updated v0.2 from T5
Check the channel and time received, then choose the category: TBC: final complaint category list, due Fri 5 Feb 2027.
Send the acknowledgement before the first timer ends. Limits: TBC: acknowledgement and response time limits.
If the response timer will not be met, select Escalate to manager and give the reason.
Trap: Timers start when the case is created, not when you open it. Check the start time on any case that came in by letter.
Run the shift and release the team for training. Colour key: this page uses the colour of the role Team leader. Amber is a to-be-confirmed item. Red is a trap.
l1 Start the shift with the dashboard
Open the team dashboard and check queue length, longest wait and repeat contacts.
Open the customer, select New referral, choose the banker or team and write the need in one sentence. Save.
Open the Branch dashboard, check Open referrals and Incomplete onboardings, and open anything older than the target age. At month end, work from the exceptions list.
Trap: Do not also send an email. The referral is the record and a second message creates two versions.
Work the pipeline and answer referrals. Colour key: this page uses the colour of the role Business banker. Amber is a to-be-confirmed item. Red is a trap.
k1 Check your pre-loaded pipeline Updated v0.2 from T4
Open My pipeline. Your deals were loaded from your spreadsheet before this session.
Compare ten deals against your spreadsheet and note any missing or wrong ones on the check sheet.
Tell the trainer before the session ends. The CRM platform team corrects the load.
Worth knowing: The 90-minute session starts at 7:30am so you finish before client calls.
Rules for everyone who uses the assistant. Colour key: this page uses the colour of the role Everyone who uses Compass Assist. Amber is a to-be-confirmed item. Red is a trap.
x1 The five Compass Assist rules
Read every suggestion or draft before you save or send it, and edit it so it is correct for this customer.
Never put customer personal data into a prompt outside Salesforce.
Leave the Draft label on until you approve the text.
Report a wrong suggestion to your team leader.
Trap: The rules apply to every user. A draft that looks right can still be wrong.
Approve the guardrails and sample use. Colour key: this page uses the colour of the role Risk and compliance reviewer. Amber is a to-be-confirmed item. Red is a trap.
r1 Read the guardrails and the test set
With: CRM platform admin
Open the guardrails document and the test set from the review folder.
Check each permitted use against the policy: answers, case notes, complaint response drafts.
Each week in hypercare, read ten case notes and ten complaint drafts that were sent. Record any saved without editing.
For a prompt or template change, run the test set against it and approve or return it in writing. TBC: Owner of prompt and template changes, Q-02 is not yet decided.
Run access, routing, loads and prompts. Colour key: this page uses the colour of the role CRM platform admin. Amber is a to-be-confirmed item. Red is a trap.
d1 Give access to Compass Assist by role Updated v0.2 from T4
Open the Compass Assist permission set and assign it to contact centre, branch, complaints and CRM platform roles.
Do not assign it to business bankers at go-live. They opt in during week 3.
Trap: Assigning the permission set to the whole Business Banking group by mistake switches the assistant on for 80 bankers before they are trained.
Prepare and deliver the sessions. Colour key: this page uses the colour of the role Learning and development trainer. Amber is a to-be-confirmed item. Red is a trap.
t1 Prepare the session
Check the group, the room and the sandbox, and that each learner has a sandbox login.
Open the demo script. It uses the approved guardrails only.
Trap: Do not demonstrate any Compass Assist behaviour that the guardrails gate has not approved. If the gate has not passed, show screens only.
t2 Run a 90-minute block and teach review before saving Updated v0.2 from T5
With: Everyone who uses Compass Assist
Run 15 minutes of demo, 45 of hands-on practice from the job page, then 30 of questions and the check-out quiz.
State the rule: a person reads and edits every suggestion or draft before it is saved or sent. Show one good and one wrong draft.
Trap: Do not let learners practise with real customer details. Use the sandbox records only.
Worth knowing: Wave 1 blocks for Docklands run early (6:30am to 8:00am) and late (4:30pm to 6:00pm). Business bankers train at 7:30am for 90 minutes. Branches have a first block in the week of 12 Apr and make-up sessions on Wed 14 and Thu 15 Apr.
Cards for the four largest groups, about 1,070 of the 1,250 people in scope. Each prints on one A4 landscape sheet.
Contact centre agent guide
Agents at Docklands and Parramatta.
One page. v0.2
Find the customer once, log one case, and read every draft.
Every day
Find the customer
Open a case and choose the category
Use Compass Assist for the reply and the note
Resolve, escalate or pass on a complaint
Things you cannot undo
A customer who says they are unhappy and wants it recorded is a complaint. Choose Complaint, even if you can fix the problem on the call.
Never copy customer details into a prompt or a chat outside Salesforce.
Do not save a draft you have not read.
Branch teller and adviser guide
Tellers and advisers in all 60 branches.
One page. v0.2
Fill the form once on screen and refer through the system, not email.
Every day
Find the customer and update details
Run the guided onboarding
Refer to a banker and check open referrals
Things you cannot undo
Do not attach a scan of the customer's ID to the Salesforce record. Put it in TBC: document store for ID images and enter the reference.
Do not also send an email. The referral is the record.
Business banker guide
Business bankers, VIC and NSW.
One page. v0.2
Your pipeline is already loaded. Update it here, not in your spreadsheet.
Every day
Check your pre-loaded pipeline
Open an opportunity and move it along the stage path
Add a client note
Opt in to Compass Assist
Things you cannot undo
Compass Assist is off for you at go-live. Do not ask a colleague to use it for you.
Read every draft before you send it.
Complaints officer guide
Complaints and advocacy.
One page. v0.2
Compass Assist may draft the response. You edit it and you send it.
Every day
Open the case, categorise it and check the timers
Investigate with tasks
Draft the response with Compass Assist
Send the response and close the case
Things you cannot undo
Timers start when the case is created, not when you open it.
Never send a draft you have not edited.
Open TBCs
The five that matter most. Each step still works as written. Other items are marked in the steps. Open questions with owners are on the register: Q-01Q-02Q-03Q-04Q-06Q-07.
