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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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(Direct Financing Options Process)

Step

Action

1

  • Verify financing configured Financing Eligibility in SalesforceCheck if the organization allows

Log into salesforce to check:

  • Whether the organization is eligible for configured financing

  • Confirm that they are not Deboard within the next 30 daysIf unclear

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If these fields are blank, log into the platform

to verifyImage Removed

Confirm any updates with the account manager (If the requested option is not available

2

  • Update SS Ticket

  • Under “Needs configuration” Select Configured Finance and refresh

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as the organization and check their configuration settings

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2

  • If the request is New, Tag James Lee in an internal comment for approval

If Approved:

  • Proceed with the request

If Denied:

  • Tag the Account Manager (AM) in an internal comment and follow the Escalations SOP

3

  • In the SS Ticket, Under “Needs Configuration” select Configured Finance and refresh the page

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  • A new linked CS ticket will automaticaly be created under “Linked Issues”

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4

  • Click on the Linked CS ticket in the CS ticket to ensure that Epic Link is set to “CS Installer Configurations”

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If not; update it accordingly

5

  • Set components and Deadlines

  • Under “Components” enter the name of the organization requesting the update

  • Set the following deadlines:

    • 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.

  • “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”

7

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

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Incentive, Operations Products and Channel Partner Options:

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Step

Action

1

  • In the SS ticket, Under “Needs Configuration” “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”

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  • 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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