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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

Add the Jotform table from your email

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

      • Agent’s email address

  • Assignee and QA Assignee:

    • Assign to a primary assignee 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 created

5

  • Set due dates

  • Due Date: 3 business days out

  • Configuration Date: 2 business days out

    • QA due date: 3 business days out

    • ; 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

    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

    ...