Requests to enable Neiram/HearBeat HeartBeat products and partners will come directly to Support and can be completed by the support team! Below are the steps.
1. Onboarding form will be sent directly to Support
The email
will come from a Sighten account manager.
2. Make a CS ticket
- The CS tick should contain:
- Assignee = You
- Epic = SolKraft/HeartBeat Configuration
- Copy the name of the installer into the description of the ticket.
- Instructions on how to make a linked CS ticket from Support are /wiki/spaces/SS/pages/111116328.
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is generated after SolKraft fills out a Typeform.
Add account manager as a watcher
2. Make a CS ticket using “Needs Configuration” field drop-down
Select “Integrated Financing” from the Needs Configuration field in the SS ticket, then navigate to the CS ticket and select:
Assignee = CS Team Members
check the [configuration workload dashboard|https://sighten.atlassian.net/secure/Dashboard.jspa?selectPageId=12042] and assign to employees with fewest tickets
Epic - Solkraft/Heartbeat Configurations
Component - customer org name
Once you create the automated CS ticket by selecting “Integrated financing” - an automated initial response will be sent to the customer
4. Account is configured (by config team)
Configure the product in the account according to the instructions
here
4. Support will respond account and let them know the products are live
- Support team will receive notice ticket is in UAT.
- Support will send customer email below and assist in setting up a time for training.
- Find the account manager calendar link to insert in the email How to find an account manager's calendar link?
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{Account Manager}
joe@sighten.io,
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SolKraft's Products are Live in your Sighten account!
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Hi {Customer},
Congrats, HeartBeats's products are now live in your account!
[Here|https://sighten.atlassian.net/wiki/spaces/SS/pages/634847238/HeartBeat+PPA] are some training materials on how to best quote HeartBeat in Sighten. Please feel free schedule a time with your account manager, {Account manager name}, to receive additional training on how to best quote the new product. Here is a {[link|account manager calendar link]} to his calendar.
Please let us know if you have any follow up questions and have a great day!
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5. Once CS ticket is completed, Jira automation will:
Send the customer an email providing info on how to use the product and how to set up training
Create a KNOW ticket, assigned to Tucker, to send a training email through hubspot to active users in the organization