Background:
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Relate the email interaction to:
Name - contact submitting the request (1 above)
Relates to - Organization (2 above)Case that was created
Create a CS ticket:
Click on the create button on the task bar:
Project: Customer Success
Issue Type: Task
Assignee: Follow this SOP /wiki/spaces/SS/pages/2768011447
QA Assignee: Cherish Sharma
Epic Link (Replaced by Parent field): Configuration Partner/Product Onboarding
Priority: High
Summary: Copy the title from the SS ticket “A New Channel Partner Request for [Org]”
Description: Paste the Jotform table from your clipboard
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Set the Due Date 3 business days out, the Configuration Date 2 business days out, and the QA Due Date 3 business days out.
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Reply to the
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customer:
Once the configuration work has been completed, the configuration assignee will close the CS ticket.
Even if the ticket is closed as done, refer to the CS ticket to confirm that the entire request was completed and there are no outstanding issues before replying to the customer.
If no outstanding issues, send an outbound email from CXone to the customer and close the ticket:
Hello [customer],
Your request for [add request here] has been completed. This ticket will be closed. Should you need further assistance, please let us know and we’ll be happy to help.
Regards,
Relate the email interaction to:
Name - contact submitting the request (1 above)
Relates to - Case that was created