Background:
The EverBright platform allows users with administrative access to submit a Channel Partner Form (https://eu.jotform.com/build/220683651272354) to add new channel partners. The request is submitted via JotForm, and a Software Support ticket is created.
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Create a case under the Organization submitting the request
Organization: Company Name from the form (2 above)
Tag the Account Manager 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,
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by using the quick reply named as “New Channel Req 1”
Relate the email interaction to:
Name - contact submitting the request (1 above)
Relates to - Case that was created
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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 :
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.
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by using the quick reply named as “New Channel Req 2”
Relate the email interaction to:
Name - contact submitting the request (1 above)
Relates to - Case that was created
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