Versions Compared

Version Old Version 13 New Version Current
Changes made by

Deanna Collia

Sarah Jane Salvatierra

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Support routinely receives Background: Support processes configuration requests to update configured financing options.

Here are the steps to process these tickets.

1.

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

...

Process:

If this is a new request for configured financing

...

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

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.pngImage Added

    2. Change the Request Type to Company-Specific Data Change

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

    ...

    • 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. 

    ...

    ...

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

    • Assignee and QA Assignee:

    • Epic Number:

    • Comments:

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

    4

    • Verify configured Financing Eligibility in Salesforce

    Log into salesforce to check:

    • Whether the organization is eligible for configured financing

    Image Added

    • Confirm that they are not Deboard within the next 30 days

    Image Added
    Image Added

    If these fields are blank, log into the platform as the organization and check their configuration settings

    Image Added

    5

    • If the request is New, Tag James Lee in an internal comment for approval

    If

    ...

    Approved:

    • Proceed with the request

    If

    ...

    Denied:

    • Tag the Account Manager (AM) in an internal comment and follow the Escalations SOP

    6

    • In the SS Ticket, Under “Needs Configuration” select Configured Finance and

    ...

    • refresh the page

    ...

    ...

    Image Added

    • A new linked CS ticket will automaticaly be created under

    ...

    • “Linked Issues”

    Image Added

    7

    • Click on the

    ...

    • Linked CS ticket

    ...

    • in the CS ticket

    ...

    • to ensure that Epic Link is set to “CS Installer Configurations

    ...

    7. 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.

    ...

    • ”

    		Image Added

    If not; update it accordingly

    8

    • Set components and Deadlines

    • Under “Components” enter the name of the organization

    ...

    • requesting the update

    ...

    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.

    ...

    • Set the following deadlines:

      • Due Date: 3 business days out

      • Configuration Date: 2 business days out

      • QA Due Date: 3 business days out

    9

    • Once the configuration work

    ...

    • is completed, the configuration assignee will close the CS ticket

    ...

     

    If no outstanding issues,

    ...

    send an outbound email from CXone to the customer

    ...

    .

    • “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”

    10

    • 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

    ...

    Related Articles: