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Background: A new update has been released within SalesForce, Adding new Special Conditions. These Conditions can be found in either the “Account or Contract” records in SalesForce. Follow this article to properly understand when to use them. what each of them means

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Table of Content:

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Special Account Conditions (On Account Level) - Account Alerts:

These should will be used when the account is affected by any personal, legal, or privacy-related changes. For Example: Bankruptcy, Foreclosure, or Data-Sharing Preferences

Name:

Description:

Bankruptcy

  • Use this This condition will be used when the account holder has filed for bankruptcy

This helps to flag accounts with financial issues that need special handling

Data Sharing Opt-Out

  • Apply this condition This will be applied when the account holder has requested not to share their data

This Ensures privacy preferences are respected

Deceased

  • Select this This condition will be selected when the account holder is deceased

It is important to mark the account to avoid any further communication or processing

Foreclosure

  • Choose this condition To be used when the account holder’s property is going through foreclosure.

This helps to keep track of properties that may be in legal or financial trouble

Request for Email Only Communication

  • Use this when the account Account holder has requested that all communication be sent via Email Only

Instead of through other methods like phone calls or mail

With Legal

  • This condition should be used when the The account is under Legal Review or Dispute

It indicates that the account is being handled by legal teams for special consideration

How to Add an Special Account Condition:

Expand
titleCLICK HERE

Step

Action

1

  • Locate the Customer from the Account Level

image-20241202-182327.png

2

  • Under Account Information ; Select the “Edit” icon next to the the “Account Alerts” option

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3

  • From the “Available” Box; select the appropriate condition

    • Then click on the “Right” Arrow to Move selection to “Chosen”

image-20241202-182948.png

If a Condition requires to be removed then select the one you need to remove from the “Chosen” Box

  • Then; Click on the “Left” Arrow to move selection back to “Available”

image-20241202-183139.png

4

  • Once the Condition has been added into the “Chosen” Box ; Click on “Save”

image-20241202-183341.png

5

  • Finally a the new Account Alert Condition will be displayed into the Customer’s “Account Record” `

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Info

Make sure to select the The appropriate special condition must be selected depending on whether the change impacts the account or the contract. By doing so, you’ll help This will ensure that the necessary actions are taken to handle each case properly.

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Special Contract Conditions (On Contract Level) - Contract Alerts:

These are for situations that affect the contract Itself, Such as Service Issues, Collections, Transfers or Legal Holds

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NOTE: We're currently addressing a minor issue with editing Special Contract Conditions, but the Sales Force Team is working on it. Once it's resolved, you'll be able to easily follow the next steps to update or add Special Contract Conditions as needed

Name:

Description:

System Shut Off

  • This condition applies when the system shut-off is scheduled or in effect for the account holder

It helps to track situations where service may be temporarily Unavailable

Collections - TCM - Launch

  • This condition will be use when the contract is part of a collection's process under TCM (Telecommunications Collections Management) Launch

This tracks contracts in the collections pipeline

Collections - IC System

  • This is required for contracts that are in collections under the IC System (Internal Collections)

It indicates that the account is being managed by the internal collection Team

Collections - FCS

  • This condition is for Contracts in Collections under the FCS (Financial Collections Service)

It is used to monitor contracts that are part of an external collections process

Homeowner Transfer - Home Sale

  • This will be applicable when the homeowner is transferring ownership due to a Home Sale

It is used to track changes related to the Sale of Property

Installer Workout Plan

  • It will be used when the contract Involves an Installer who is on a workout plan

It Indicates a Special Payment or Service Arrangement

Homeowner Refinance - Solar Addendum

  • This Condition will be needed when the Homeowner has refinanced their property and added a solar addendum to the contract

This tracks any solar-related changes

Catastrophic Event

  • This condition should be applied when a Catastrophic event (Like a natural disaster) has impacted the contract

It helps to flag contracts that may require special consideration due to extraordinary circumstances

Under Compliance Hold

  • Apply this condition when a contract is on Hold due to Compliance Issues

It ensures the contract is flagged for review or investigation

How to add an Special Contract Condition:

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NOTE: We're currently addressing a minor issue with editing Special Contract Conditions, but the Sales Force Team is working on it. Once it's resolved, you'll be able to easily follow the next steps to update or add Special Contract Conditions as needed

Expand
titleCLICK HERE

Step

Action

1

  • Locate the Customer from the Account Level

image-20241202-182327.png

2

  • Click on “Contracts” and select the existing Contract Number

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3

  • Then; go to the “Contract Alerts” below to the “Customer Signed Date” Section

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4

  • From the “Available” Box; select the appropriate condition

    • Then click on the “Right” Arrow to Move selection to “Chosen”

image-20250102-162201.pngImage Added

If a Condition requires to be removed then select the one you need to remove from the “Chosen” Box

  • Then; Click on the “Left” Arrow to move selection back to “Available”

image-20250102-162324.pngImage Added

5

  • Once the Condition has been added into the “Chosen” Box ; Click on “Save”

image-20250102-162358.pngImage Added

6

  • Finally a new Contract Alert Condition will be displayed into the Customer’s “Contract Record” in Sales Force

image-20250102-162624.pngImage Added