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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.

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Incentive, Operations Products and Channel Partner Options:

(Direct Channel Partner Request process)

Step

Action

1

  • In the SS ticket, Under “Needs Configuration” Select TASK and refresh

Channel Partner Requests should have Cherish Sharma assigned for QA

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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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