Background: Support routinely receives processes configuration requests to update configured financing options.
Here are the steps to process these tickets.
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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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Process:
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the org is allowed configured finance and
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| Use the “Related” tab on the case to upload documents associated with the request |
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2. Change the Request Type to Company-Specific Data Change
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Before proceeding any further, log in to Salesforce and check to see if:
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| Log into salesforce to check:
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  If these fields are blank, log into the platform as the |
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organization and check their configuration settings |
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Since the org in this example(above) already offers configured financing options from Energy Loan Network, we can proceed with their request.
If this is a new request for configured financing
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Approved:
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Denied:
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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
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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.
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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.
If config requests more information, follow up with the customer in the SS ticket
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send an outbound email from CXone to the customer |
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Your request for [add request here] has been completed. |
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Should you need further assistance, please let us know and we’ll be happy to help. Regards” | ||
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Epic Numbers Reference:
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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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