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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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Process Overview:

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

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.png

  • Assignee and QA Assignee:

    • Assign one member to handle the configuration and another for QA

  • Epic Number:

  • Comments:

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

4

  • Once the Case Assignment is complete; a linked Jira ticket will automaically 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” “Chatter Feed” on the Salesforce case

  • If additional communication with the Config Team is needed, agents should use Internal Comments in Sales Force

  • 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

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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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