Background: The EverBright platform allows users with administrative access to submit a Channel Partner Form (https://eu.jotform.com/build/220683651272354) to add new channel partners. The request is submitted via JotForm, and a Software Support ticket is created.
With the new SalesForce-Jira Integration, all requests are now managed directly within Salesforce without manually creating the ticket in Jira
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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.
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The ticket subject line will read: A New Channel Partner Request for [org]and will contain information from the JotForm:
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Process:
Request Type: Company-specific Data Change
Reporter: Email address from the form (1 above)
Organization: Company Name from the form (2 above)
Add the Account Manager as a watcher
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Reply to customer by selecting the ‘Initial response - checking on query' canned response:
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Refresh your browser to confirm the canned response was sent
Copy the Jotform table (above) to your clipboard
Update the status to ‘Waiting for Configuration’
Create a linked CS ticket:
Click on the create button on the task bar:
Project: Customer Success
Issue Type: Task
Assignee: Follow this SOP /wiki/spaces/SS/pages/2768011447
QA Assignee: Cherish Sharma
Epic Link (Replaced by Parent field): Configuration Partner/Product Onboarding
Priority: High
Summary: Copy the title from the SS ticket “A New Channel Partner Request for [Org]”
Description: Paste the Jotform table from your clipboard
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Be sure to include any attachments that you receive from the customer. |
Link the CS ticket to your existing ticket:
select ‘is caused by’ from the dropdown list
locate and select the original SS ticket in the ‘Select Issue’ dropdown
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Click ‘create’ to generate the ticket
Set the Due Date 3 business days out, the Configuration Date 2 business days out, and the QA Due Date 3 business days out.
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Update the SS ticket:
Once the configuration work has been completed, the configuration assignee will close the CS ticket.
Even if the ticket is closed as done, refer to the CS ticket to confirm that the entire request was completed and there are no outstanding issues before replying to the customer.
If no outstanding issues, reply to the customer and close the ticket:
Hello [customer],
Your request for [add request here] has been completed. This ticket will be closed. Should you need further assistance, please let us know and we’ll be happy to help.
Regards,
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Resolution- Done
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Platform Area - Configuration
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