Background:
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The ticket subject line will read: A New Channel Partner Request for [org]and will contain information from the JotForm:
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Update the SS ticket as follows:
Request Type: Company-specific Data Change
Reporter: Email address from the form (1 above)Organization: Company Name from the form (2 above)
Add Tag the Account Manager as a watcher
Reply to customer by selecting the ‘Initial response - checking on query' canned response:
Create a case under the Organization submitting the request
Refresh your browser to confirm the canned response was sent
Copy the Jotform table (above) to your clipboard
Update the status to ‘Waiting for Configuration’
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in the case feed
Update the ‘To’ field in the CXone email to the email address of the customer from the form (1 above)
Reply to the customer
Hi,
Thank you for your request! Our team will let you know when it is complete.
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
| Note |
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Be sure to include any attachments that you receive from the customer. |
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select ‘is caused by’ from the dropdown list
locate and select the original SS ticket in the ‘Select Issue’ dropdown
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Click ‘create’ to generate the ticket
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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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, reply 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,
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Resolution- Done
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Platform Area - Configuration
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