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Support routinely receives requests to update configured financing options.customers' account information
Configured financing options
Incentive options
Operations Products Options
Equipment Options
Document Options
Channel Partner Options
Here are the steps to process these tickets.
Ticket Update Steps for All Tickets
1. Copy the requester's email from the form and paste it into the Reporter field
2. Change the Request Type to
Company-Specific Data Change (with the exception of some Equipment tickets)
Industry-Wide Data Change (for Equipment tickets adding something not in our current database)
3. Enter the company name into the organization field on the Customer Info tab
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Update Steps for Specific Ticket Types
Configured Financing Options
Before proceeding any further, log in to Salesforce and check to see if the org is allowed configured finance.
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If there is no information in this field, log in to the platform as the org and check their configuration settings to see if they already offer options from the lender they are requesting updates to. If not, check with their account manager before proceeding. (NOTE: Ignore this step for training ONLY)
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Since the org in this example(above) already offers configured financing options from Energy Loan Network, we can proceed with their request.
42. Back in the SS ticket, under “Needs Configuration?”, select Configured Finance and then refresh the page.
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Incentive Options, Operations Products Options, Channel Partner Options
Equipment Options
Before proceeding any further, log in to Django and check to see if the requested equipment is already in the database.
Document Options
Complete the Newly Created CS Ticket
A new linked CS ticket will be created under Linked Issues. Also, an automated message will be sent out to the customer, letting them know that we are working on their request.
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51. Click on the linked CS ticket.
Once in the CS ticket, we'll need to update a few fields.
62. Next, make sure that the Epic Link has auto-populated to Installer Configurations. If not, go ahead and add that in.
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73. Assign this config ticket to two members of the config team. One as the primary assignee and one to QA the request. Members of the config team should be assigned based on the CS Ticket Workload Dashboard https://sighten.atlassian.net/jira/dashboards/12065
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Try not to assign users who already have a heavy workload. Their work hours(listed next to their name) should also be taken into consideration.
When selecting a QA assignee, make sure that QA is listed next to their name.
84. Lastly, under Components, enter the name of the organization that is requesting the update. In this example, NextGen Construction.
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