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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

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

If no outstanding issues, send an outbound email from CXone to the customer by using the “New Channel Req 2” Quick reply template

7

Relate final email interaction to the case

Under Name, select the contact who submitted the request
Under Relates To, select the initial case that was created

8

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

Related Articles:

Handling Configuration Requests in SalesForce