Support routinely receives Background: Support processes configuration requests to update configured financing options.
Here are the steps to process these tickets.
1.
With the new SalesForce-Jira Integration, all requests are now managed directly within Salesforce without manually creating the ticket or update in Jira
...
Process:
...
the org is allowed configured finance and
...
...
Step | Action | |
|---|---|---|
1 |
|
|
2 |
| Use the “Related” tab on the case to upload documents associated with the request |
3 |
|
 |
2. Change the Request Type to Company-Specific Data Change
...
Before proceeding any further, log in to Salesforce and check to see if:
| ||
| Log into salesforce to check:
|
...
...
  If these fields are blank, log into the platform as the |
...
organization and check their configuration settings |
...
...
Since the org in this example(above) already offers configured financing options from Energy Loan Network, we can proceed with their request.
If this is a new request for configured financing
...
 | ||
| If |
...
Approved:
If |
...
Denied:
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
...
|
...
 | |
|
...
|
...
|
...
|
...
7. Assign this config ticket to two members of the config team. One as the primary assignee and one to QA the request. Members of the config team should be assigned based on the CS Ticket Workload Dashboard https://sighten.atlassian.net/jira/dashboards/12065
...
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.
...
|  If not; update it accordingly | |
|
|
...
|
...
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.
If config requests more information, follow up with the customer in the SS ticket
...
|
...
|
...
|
...
|
...
|
...
| If no outstanding issues, |
...
send an outbound email from CXone to the customer |
...
. Responses differ for each type of document: |
...
Your request for [add request here] has been completed |
...
. Should you need further assistance, please let us know and we’ll be happy to help. Regards” | ||
5 |
| |