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Support routinely receives requests to update customers' account information
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Configured financing options
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Incentive options
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Operations Products Options
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Equipment Options
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Document Options
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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
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We should not add any equipment for Freedom Forever downstream org/partner. |
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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
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Update Steps for Specific Ticket Types
Configured Financing Options
Before proceeding any further, log in to Salesforce and check to see if the org is allowed configured finance.
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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.
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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.
2. Back in the SS ticket, under “Needs Configuration?”, select Configured Finance and then refresh the page.
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Incentive Options, Operations Products Options, Channel Partner Options
In the SS ticket, under “Needs Configuration?”, select TASK and then refresh the page.
Channel partner requests should be assigned to Cherish Sharma for QA
Equipment Options
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Before proceeding any further, log in to Django and check to see if the requested equipment is already in the database.
NOTE: The lists of equipment are not necessarily in alphabetical order, so use CTRL-F “Find” to search for model numbers.
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If you do not find the equipment in the database:
Change the Request Type to
Industry-Wide Data Change
Check to see that a Spec Sheet for the equipment is included in the form request
If no Spec Sheet, please reply to the customer asking for them to send one.
In the SS ticket, under “Needs Configuration?”, select TASK and then refresh the page.
If you do find the equipment in the database:
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Change the Request Type to
Company-Specific Data Change
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Table of Content:
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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:
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Equipment Request:
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If their existing inventory is large, they might already have it and missed it due to alphabetical order |
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Document Options
Check to see that the customer did include the document files
If no files are attached, please reply to the customer asking them to forward the files.
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.
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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.
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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.
For Channel partner requests, the QA assignee is Cherish Sharma
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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. |
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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. (NOTE: For training ONLY, please refresh the STE 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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6. Once the configuration work has been completed, the configuration assignee will close the CS ticket.
Reply to the customer in the SS ticket - responses differ for each type of document. Refer to individual SOP’s
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Processing "New Financing Products Form Request" Tickets
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Processing A New Channel Partner Request Ticket
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(NOTE: For training ONLY, you may close the STE ticket immediately)
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| by using the “New Channel Req 2” Quick reply template | ||
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Document Request:
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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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