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Support routinely receives requests to update customers' account information

  • Configured financing options

  • Incentive options

  • Operations Products Options

  • Equipment Options

  • Document Options

  • Channel Partner Options

Here are the steps to process these tickets.

Ticket Update Steps for All Tickets

1. Copy the requester's email from the form and paste it into the Reporter field

2. Change the Request Type to

  • Company-Specific Data Change (with the exception of some Equipment tickets)

  • Industry-Wide Data Change (for Equipment tickets adding something not in our current database)

3. Enter the company name into the organization field on the Customer Info tab

...

Update Steps for Specific Ticket Types

Configured Financing Options

  1. Before proceeding any further, log in to Salesforce and check to see if the org is allowed configured finance.

...

  • If there is no information in this field, log in to the platform as the org and check their configuration settings to see if they already offer options from the lender they are requesting updates to.  If not, check with their account manager before proceeding. (NOTE: Ignore this step for training ONLY)

...

  • Since the org in this example(above) already offers configured financing options from Energy Loan Network, we can proceed with their request.

2. Back in the SS ticket, under “Needs Configuration?”, select Configured Finance and then refresh the page.

...

Incentive Options, Operations Products Options, Channel Partner Options

  1. In the SS ticket, under “Needs Configuration?”, select TASK and then refresh the page.

Equipment Options

...

Before proceeding any further, log in to Django and check to see if the requested equipment is already in the database.

  1. NOTE: The lists of equipment are not necessarily in alphabetical order, so use CTRL-F “Find” to search for model numbers.

...

If you do not find the equipment in the database:

  1. Change the Request Type to

    • Industry-Wide Data Change

  2. Check to see that a Spec Sheet for the equipment is included in the form request

    1. If no Spec Sheet, please reply to the customer asking for them to send one.

  3. In the SS ticket, under “Needs Configuration?”, select TASK and then refresh the page.

If you do find the equipment in the database:

...

Change the Request Type to

  • Company-Specific Data Change

...

Background: Support processes configuration requests to update customer’s account information including Equipment, Documents and more.

With the new SalesForce-Jira Integration, all requests are now managed directly within Salesforce without manually creating the ticket in Jira

Note

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

...

Table of Content:

...

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:

Step

Action:

1

  • Create a Configuration Case in Salesforce

  • Primary Reason

    • Select Configuration

  • Secondary Reason

    • 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:

      • 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

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; 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

...

Equipment Request:

Step

Action

1

  • Check Equipment in Django

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

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

...

Document Options

  1. Check to see that the customer did include the document files

    1. If no files are attached, please reply to the customer asking them to forward the files.

  2. In the SS ticket, under “Needs Configuration?”, select DOCS and then refresh the page.

Complete the Newly Created CS Ticket

  • A new linked CS ticket will be created under Linked Issues. Also, an automated message will be sent out to the customer, letting them know that we are working on their request. 

...

1. Click on the linked CS ticket.

  • Once in the CS ticket, we'll need to update a few fields.

2. Next, make sure that the Epic Link has auto-populated to Installer Configurations. If not,  go ahead and add that in.

...

3. Assign this config ticket to two members of the config team.  One as the primary assignee and one to QA the request.  Members of the config team should be assigned based on the CS Ticket Workload Dashboard https://sighten.atlassian.net/jira/dashboards/12065

...

  • Try not to assign users who already have a heavy workload. Their work hours (listed next to their name) should also be taken into consideration.

  • When selecting a QA assignee, make sure that “QA” is listed next to their name.

Info

For Training Only: This next step MUST be completed LAST. It automatically sets the CS ticket status to WON’T DO, and removes it from the regular CS ticket queue.

4. Lastly, under Components, enter the name of the organization that is requesting the update. In this example, NextGen Construction.

  • No further action is required once the ticket has been assigned. If any additional information or documentation is required, one of the assignees will notify support.

  • Once the configuration work has been completed, the configuration assignee will close the CS ticket. At this point, an automated message will be sent out to the customer, notifying them that their request has been completed.  If the customer hasn't responded within 6 hours of receiving the automated response, the support ticket can be closed. (NOTE: For training ONLY, you may close the STE ticket immediately)

...

  • 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

  • Primary Reason

    • Select Configuration

  • Secondary Reason

    • 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

  • Verify that all required documents are attached to the Email

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

2

  • Create a Configuration Case in Salesforce

  • Primary Reason

    • Select Configuration

  • Secondary Reason

    • 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 “New Channel Req 2” Quick reply template

8

  • 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

9

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

...

Epic Numbers Reference:

Note

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

  • CS Workflow/Milestone Requests CS-28903

    • This Epic is utilized for workflow or milestone changes that will come internally from EverBright employees.

  • CS Installer Configurations - CS-28900

    • This Epic is utilized for Installer Requests

  • CS Incentive Requests CS-28901

    • This epic is for tickets related to incentives

  • CS Milestone Payment Requests CS-28898

    • This epic is for tickets related to milestone payment configurations

  • CS Equipment Requests CS-28897

    • This epic is for any equipment configurations

  • CS Product Rule Requests CS-28902

    • This epic is for any tickets where a product rule is added or adjusted

  • CS Onboarding CS-28899

    • This epic is for onboarding (partner, installer, product, etc.) related requests

  • CS Document Requests CS-28904

    • This epic is for any tickets related to documents

...

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