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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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 Person submitting the request

• Customer Name from the form (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”

• Relate the email interaction to:

  • Name - contact submitting the request (1 above)

  • Relates to - Case that was created

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 email

• 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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Reply to the customer:

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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 Note Add the Jotform table from your email Note Be sure to include any attachments that you receive from the customer.
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 Image Added Assignee and QA Assignee: Assign to a primary assignee and another for QA Use the CS Ticket Workload Dashboard to balance workload Cherish Sharma will always be the QA assignee for Channel partner requests Epic Number: Refer to the chart below Comments: Include any Internal notes, which will appear as comment in the Jira Ticket
4	Relate Email interaction to the Case	Under “Name” select the contact who submitted the request Under “Relates to” select the case that was created
5	Set due dates	Due Date: 3 business days out Configuration Date: 2 business days out QA due date: 3 business days out
6	Once the configuration work is completed the configuration assignee will close the CS ticket

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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.

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