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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Create a case under the Organization Person submitting the request
Organization: Company Customer Name from the form (2 1 above)
If the contact does not exist in Salesforce, double check that they exist in Django and if so, create a contact
Tag the Account Manager in the case feed
New Channel Partner Request in Process
Update the ‘To’ field in the CXone email to the email address of the customer from the form (1 above)
Reply to the customer by using the quick reply named as “New Channel Req 1”
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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 clipboardemail
| Note |
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Be sure to include any attachments that you receive from the customer. |
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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, send an outbound email from CXone to the customer by using the quick reply named as “New Channel Req 2”
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