Versions Compared

Version Old Version 18 New Version 19
Changes made by

Tiffany Harper (Unlicensed)

Rafael Gonzalez

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

...

...

...

...

...

...

...

...

...

...

...

...

...

...

...

minLevel1
maxLevel7

Support routinely receives Background: Support processes configuration requests to update customers' customer’s account information including Equipment, Documents and more.

With the new SalesForce-Jira Integration, all requests are now managed directly within Salesforce without manually creating the ticket or update in Jira

Note

We should not add any equipment for Freedom Forever downstream org/partner.

...

Table of Content:

  • Process:

  • Configured financing options.

  • Incentive options

  • Operations Products Options

  • Channel Parner Options

  • Equipment Options

  • Document Options

  • Channel Partner Options

Note

We should not add any equipment for Freedom Forever downstream org/partner.

Here are the steps to process these tickets.

Ticket Update Steps for All Tickets

...

  • Epic Numbers Reference

...

Process:

Step

Action

1

  • Create a Configuration Case in Salesforce

  • Customer Request Type

    • Select Configuration

  • Customer Request SubType

    • Choose Per SOP

  • Description

    • Enter request details, which will automatically populate in the linked Jira ticket for tracking purposes

2

  • Attach any relevant documents

Use the “Related” tab on the case to upload documents associated with the request

3

  • Create a Case Assignment for Configuration

  • Fill in the following details:

    • Reporter:

      • 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

...

Update Steps for Specific Ticket Types

Configured Financing Options

  1. Before proceeding any further, log in to Salesforce and check to see if the org is allowed configured finance.

...

  • 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.

...

  • Since the org in this example(above) already offers configured financing options from Energy Loan Network, we can proceed with their request.

2. Back in the SS ticket, under “Needs Configuration?”, select Configured Finance and then refresh the page.

...

Incentive Options, Operations Products Options, Channel Partner Options

  1. In the SS ticket, under “Needs Configuration?”, select TASK and then refresh the page.

    1. Channel partner requests should be assigned to Cherish Sharma for QA

Equipment Options

...

Before proceeding any further, log in to Django and check to see if the requested equipment is already in the database.

  1. NOTE: The lists of equipment are not necessarily in alphabetical order, so use CTRL-F “Find” to search for model numbers.

...

If you do not find the equipment in the database:

  1. Change the Request Type to

    • Industry-Wide Data Change

  2. Check to see that a Spec Sheet for the equipment is included in the form request.

    1. If no Spec Sheet, please reply to the customer asking for them to send one.

  3. In the SS ticket, under “Needs Configuration?”, select TASK and then refresh the page.

If you do find the equipment in the database:

...

Change the Request Type to

  • Company-Specific Data Change

...

image-20241031-031812.pngImage Added

  • Assignee and QA Assignee:

    • Assign one member to handle the configuration and another for QA

  • Epic Number:

    • Refer to the chart below

  • Comments:

    • Include any Internal notes, which will appear as comment in the Jira Ticket

4

  • Once the Case Assignment is complete; a linked Jira ticket will automaically be generated and displayed under Linked Issues

  • The Salesforce Case status will sync with Jira, so agents dont need to access Jira directly

  • Any comments added in Jira will automatically populate in the “Chatter Feed” on the Salesforce case

  • If additional communication with the Config Team is needed, agents should use Internal Comments in Sales Force

  • The case status in Salesforce will update automatically based on the Jira ticket’s progress

(This includes closure once the Jira ticket is marked “Done”)

5

  • After the Case Assignment closes, agents can close the original case in Salesforce

...

Configured Financing Options:

Step

Action

1

  • Verify financing in Salesforce

  • Check if the organization allows configured financing

Image Added

  • If unclear, log into the platform to verify

Image Added

Confirm any updates with the account manager (If the requested option is not available

2

  • Update SS Ticket

  • Under “Needs configuration” Select Configured Finance and refresh

Image Added

...

Incentive, Operations Products and Channel Partner Options:

Step

Action

1

  • In the SS ticket, Under “Needs Configuration” Select TASK and refresh

Channel Partner Requests should have Cherish Sharma assigned for QA

...

Equipment Options:

Step

Action

1

  • Check Equipment in Django

  • Use CTRL-F in Django to locate the model numbers.

    • If equipment isn’t listed:

      • Change Request type to “Industry-Wide data change”

      • Check that a “Spec Sheet” is included with the request; if not, ask the customer to provide one

      • In the SS Ticket, under “Needs configuration” select “TASK” and Refresh

2

  • If equipment Exists:

  • Set “Request Type to “Company-Specific Data change”

  • Inform the customer they can add existing equipment directly to their inventory by following the How do I edit equipment settings?

3

  • Add the equipment to the customer’s inventory (see SOP

...

  • )

...

If their existing inventory is large, they might already have it and missed it due to alphabetical order

...

...

Document Options

...

Check to see that the customer did include the document files.

...

:

Step

Action

1

  • Verify that all required documents are attached to the SS ticket.

  • If any are missing, request the customer to upload them

2

  • In the SS ticket,

...

  • Under “Needs Configuration

...

  • ”

...

  • Select “DOCS” and

...

  • refresh

...

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. 

...

  • Once in the CS ticket, we'll need to update a few fields.

2. Next, make sure that the Parent (Epic) Link is Configuration Document Requests. Additionally, make sure that the Issue Type is Docs.

...

...

  • 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.

    • For Channel partner requests, the QA assignee is Cherish Sharma

Info

For Training Only: This next step MUST be completed LAST. It automatically sets the CS ticket status to WON’T DO, and removes it from the regular CS ticket queue.

...

  • No further action is required once the ticket has been assigned. If any additional information or documentation is required, one of the assignees will notify support. (NOTE: For training ONLY, please refresh the STE ticket)

  1. Set the Due Date 3 business days out, the Configuration Date 2 business days out, and the QA Due Date 3 business days out.

...

6. Once the configuration work has been completed, the configuration assignee will close the CS ticket.

Reply to the customer in the SS ticket - responses differ for each type of document. Refer to individual SOP’s.

...

Processing "New Financing Products Form Request" Tickets

...

Processing A New Channel Partner Request Ticket

...

(NOTE: For training ONLY, you may close the STE ticket immediately)

...

...

Completing the Salesforce Case

Step

Action

1

  • Access linked CS Ticket

  • The newly created CS ticket appears under “Linked Issues” and the customer is automatically notified that their request is in progress

Image Added

2

  • Verify Parent (Epic) Link

  • Ensure the parent (Epic) Link is set to the appropriate Configuration Document Requests Epic

image-20240220-151730.pngImage Added

3

  • Assign Configuration Team Members

For channel partner requests the QA Assignee should be Cherish Sharma

Image Added

4

  • Set Components and Due Dates

  • In “Components” enter the name of the requesting organization

Due Dates:

  • Due Date: 3 Business days out

  • Configuration Date: 2 business days out

  • QA Due Date: 3 Business Days out

Image Added

5

  • Once configuration work is completed, the configuration team member will close the CS ticket

Agents should follow up in the SS ticket if needed

6

  • If no outstanding issues, send an outbound email from CXone to the customer. Responses differ for each type of document:

New Financing Product Form request:

  • 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,

Processing a New Channel Partner Request:

  • send an outbound email from CXone to the customer by using the quick reply named as “New Channel Req 2”

7

  • Relate the email interaction to:

    • Name - contact submitting the request (1 above)

    • Relates to - Case that was created

8

  • After the Case Assignment closes, agents can close the original case in Salesforce

...

Epic Numbers Reference:

Note

Numbers must be entered in the CA, not the name of the Epic.

  • CS Workflow/Milestone Requests CS-28903

    • This Epic is utilized for workflow or milestone changes that will come internally from EverBright employees.

  • CS Installer Configurations - CS-28900

    • This Epic is utilized for Installer Requests

  • CS Incentive Requests CS-28901

    • This epic is for tickets related to incentives

  • CS Milestone Payment Requests CS-28898

    • This epic is for tickets related to milestone payment configurations

  • CS Equipment Requests CS-28897

    • This epic is for any equipment configurations

  • CS Product Rule Requests CS-28902

    • This epic is for any tickets where a product rule is added or adjusted

  • CS Onboarding CS-28899

    • This epic is for onboarding (partner, installer, product, etc.) related requests

  • CS Document Requests CS-28904

    • This epic is for any tickets related to documents

...