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Rafael Gonzalez

Rafael Gonzalez

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Background: Support processes configuration requests to update 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.

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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

2

  • Verify Parent (Epic) Link

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

image-20240220-151730.png

3

  • Assign Configuration Team Members

For channel partner requests the QA Assignee should be Cherish Sharma

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

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. 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

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