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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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Note

We should not add any equipment for Freedom Forever downstream org/partner.

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Table of Content:

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Channel Partner Requests:

An org that becomes channel partner to another org will only have access to the channel manager's financing options. Example: HW Solar was on the platform and had access to Concert, Mosaic, etc. HW Solar moved to Green Light Solar that does not offer Mosaic. HW Solar will no longer have access to Mosaic.

The Email subject line will read: A New Channel Partner Request for [org]and will contain information from the JotForm:

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2

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  • Update SS Ticket

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  • Under “Needs configuration” Select Configured Finance and refresh

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Incentive, Operations Products and Channel Partner Options:

(Direct Channel Partner Request process)

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Step

...

Action

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1

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

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Channel Partner Requests should have Cherish Sharma assigned for QA

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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

    • Copy/Paste the Jotform table from your Email into the Description

2

  • Attach any relevant documents

Use the “Related” tab on the case to upload documents associated with the request

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-20241031-031812.pngImage Removed

  • Use the CS Ticket Workload Dashboard to balance workload

    • For channel partner requests the QA Assignee should be Cherish Sharma

        • Agent’s email address

    • Assignee and QA Assignee:

    Assign one member to handle the configuration and another for QA

      • QA Assignee - needs to be typed or copy/paste in

        • Assignee names must match what’s currently in Jira. (Future enhancement will have a dropdown list for Assignee and QA Assignee)

      • Assign based on Workload

    • Epic Number:

    • 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

    • Once the Case Assignment is

    complete

    • created; a linked Jira ticket will automatically be generated and displayed under Linked Issues

    • The Salesforce Case status will sync with Jira, so agents dont need to access Jira directly

    • Any comments added in Jira will automatically populate in the “Chatter Feed” on the Salesforce case

    • If additional communication with the Config Team is needed,

    agents should use Internal Comments in Sales Force

    • the agent needs to communicate with Config on a ticket, they will need to use the Jira link and place an internal comment in the ticket. Will be enhanced in the future to allow bi-directional communication within SF

    • The case status in Salesforce will update automatically based on the Jira ticket’s progress

    (This includes closure once the Jira ticket

    is marked “Done”)

    5

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

    Configured Financing Options:

    (Direct Financing Options Process)

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    Step

    ...

    Action

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    1

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    • Verify financing in Salesforce

    Log into salesforce to check:

    • Whether the organization is eligible for configured financing

    ...

    • Confirm that they are not Deboard within the next 30 days

    ...

    If these fields are blank, log into the platform as the organization and check their configuration settings

    Image Removed

    6

    • Once the configuration work is completed the configuration assignee will close the CS ticket and case assignment

    • 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

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    Equipment Request:

    Step

    Action

    1

    • Check Equipment in Django

  • Set “Request Type to “Company-Specific Data change”

    • Use CTRL-F in Django to locate the model numbers.

      • If equipment isn’t listed:

        • Change Request type to “Industry-Wide data change”

        • Check that a “Spec Sheet” is included with the request; if not, ask the customer to provide one

        • In the SS Ticket, under “Needs configuration” select “TASK” and Refresh

    2

    • If equipment Exists:

        • Go to step 4

      • If Equipment Exists:

    3

    • Add the equipment to the customer’s inventory (see SOP)

    If their existing inventory is large, they might already have it and missed it due to alphabetical order

    • Then; send an outbound email from CXone to the customer and Stop

    by using the “New Channel Req 2” Quick reply template

    4

    • If equipment is not listed: 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

    • Attach any relevant documents

    Use the “Related” tab on the case to upload documents associated with the request

    Note

    ...

    Be sure to include any attachments that you receive from the customer.

    • Create a Case Assignment for Configuration

    • Fill in the following details:

      • Reporter:

        • Agent’s email address

    • Assignee and QA Assignee:

      • QA Assignee - needs to be typed or copy/paste in

        • Assignee names must match what’s currently in Jira. (Future enhancement will have a dropdown list for Assignee and QA Assignee)

      • Assign based on Workload

    • Epic Number:

    • Comments:

      • Include any Internal notes, which will appear as comment in the Jira Ticket

    • Relate Email interaction to the Case

    • Under “Name” select the contact who submitted the request

      • Under “Relates to” select the case that was created

    • Once the Case Assignment is created; a linked Jira ticket will automatically be generated and displayed under Linked Issues

    • The Salesforce Case status will sync with Jira, so agents dont need to access Jira directly

    • Any comments added in Jira will automatically populate in the “Chatter Feed” on the Salesforce case

    • If additional communication with the Config Team is needed, the agent needs to communicate with Config on a ticket, they will need to use the Jira link and place an internal comment in the ticket. Will be enhanced in the future to allow bi-directional communication within SF

    • The case status in Salesforce will update automatically based on the Jira ticket’s progress

    (This includes closure once the Jira ticket

    • Once the configuration work is completed the configuration assignee will close the CS ticket and case assignment

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

    • 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

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

    ...

    Document Request:

    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

    Image Removed

    2

    • Verify Parent (Epic) Link

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

    image-20240220-151730.pngImage Removed

    3

    • Assign Configuration Team Members

    For channel partner requests the QA Assignee should be Cherish Sharma

    Image Removed

    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

    Image Removed

    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:

    Step

    Action

    1

    • Verify that all required documents are attached to the SS ticket.Email

    • If any are missing, request the customer to upload them

    2

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

    Completing the Salesforce Case

    • 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

    3

    • Attach any relevant documents

    Use the “Related” tab on the case to upload documents associated with the request

    Note

    Be sure to include any attachments that you receive from the customer.

    4

    • Create a Case Assignment for Configuration

    • Fill in the following details:

      • Reporter:

        • Agent’s email address

    • Assignee and QA Assignee:

      • QA Assignee - needs to be typed or copy/paste in

        • Assignee names must match what’s currently in Jira. (Future enhancement will have a dropdown list for Assignee and QA Assignee)

      • Assign based on Workload

    • Epic Number:

    • Comments:

      • Include any Internal notes, which will appear as comment in the Jira Ticket

    5

    • Relate Email interaction to the Case

    • Under “Name” select the contact who submitted the request

      • Under “Relates to” select the case that was created

    6

    • Once the Case Assignment is created; a linked Jira ticket will automatically be generated and displayed under Linked Issues

    • The Salesforce Case status will sync with Jira, so agents dont need to access Jira directly

    • Any comments added in Jira will automatically populate in the “Chatter Feed” on the Salesforce case

    • If additional communication with the Config Team is needed, the agent needs to communicate with Config on a ticket, they will need to use the Jira link and place an internal comment in the ticket. Will be enhanced in the future to allow bi-directional communication within SF

    • The case status in Salesforce will update automatically based on the Jira ticket’s progress

    (This includes closure once the Jira ticket

    7

    • Once the configuration work is completed the configuration assignee will close the CS ticket and case assignment

    • If no outstanding issues, send an outbound email from CXone to the customer by using the

    quick reply named as

    • “New Channel Req 2” Quick reply template

    7

    8

    • Relate

    the

    • final email interaction to

    :

    • the case

    • Under Name

    - contact submitting

    • , select the contact who submitted the request

    (1 above)

    Relates to - Case

    • Under Relates To, select the initial case that was created

    8

    9

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

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    Epic Numbers Reference:

    Note

    Numbers must be entered in the CA, not the name of the Epic.

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