Page Comparison

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

2

• Verify Parent (Epic) Link

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

3

• Assign Configuration Team Members

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

  • Use the CS Ticket Workload Dashboard to balance workload

4

• Set Components and Due Dates

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

5

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

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