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Rafael Gonzalez

Rafael Gonzalez

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Background: Support processes configuration requests to update customer’s account information, including Equipmentequipment, Documents documents and more.

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

Note

We should not add any equipment for Freedom Forever downstream org/partner.

...

Table of Content:

...

Step

Action:

1

  • Create a Configuration Case in Salesforce

  • Customer Request TypePrimary Reason

    • Select Configuration

  • Customer Request SubTypeSecondary Reason

    • Choose Per SOP

  • Description

    • Enter request details, which will automatically populate in the linked Jira ticket for tracking purposes

    • Copy/Paste the Jotform table from your Email into the Description

2

  • Attach any relevant documents

Use the “Related” tab on the case to upload documents associated with the request

Note

Be sure to include any attachments that you receive from the customer.

3

  • Create a Case Assignment for Configuration

  • Fill in the following details:

    • Reporter:

      • Agent’s email address

  • Assignee and QA Assignee:

    • QA Assignee - needs to be typed or copy/paste in

      • Assignee names must match what’s currently in Jira. (Future enhancement will have a dropdown list for Assignee and QA Assignee)

    • Assign based on Workload

  • Epic Number:

  • Comments:

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

4

  • Relate Email interaction to the Case

  • Under “Name” select the contact who submitted the request

    • Under “Relates to” select the case that was created

  • Once the Case Assignment is created; a linked Jira ticket will automatically be generated and displayed under Linked Issues

  • The Salesforce Case status will sync with Jira, so agents dont need to access Jira directly

  • Any comments added in Jira will automatically populate in the “Chatter Feed” on the Salesforce case

  • If additional communication with the Config Team is needed, the agent needs to communicate with Config on a ticket, they will need to use the Jira link and place an internal comment in the ticket. Will be enhanced in the future to allow bi-directional communication within SF

  • The case status in Salesforce will update automatically based on the Jira ticket’s progress

(This includes closure once the Jira ticket

6

  • Once the configuration work is completed the configuration assignee will close the CS ticket and case assignment

  • If no outstanding issues, send an outbound email from CXone to the customer by using the “New Channel Req 2” Quick reply template

7

  • Relate final email interaction to the case

  • Under Name, select the contact who submitted the request

  • Under Relates To, select the initial case that was created

8

  • After the Case Assignment closes, agents can close the original case in Salesforce

...

Step

Action

1

  • Check Equipment in Django

  • Use CTRL-F in Django to locate the model numbers.

3

  • Add the equipment to the customer’s inventory (see SOP)

If their existing inventory is large, they might already have it and missed it due to alphabetical order

  • Then; send an outbound email from CXone to the customer and Stop

by using the “New Channel Req 2” Quick reply template

4

  • If equipment is not listed: Create a Configuration Case in Salesforce

  • Customer Request TypePrimary Reason

    • Select Configuration

  • Customer Request SubTypeSecondary Reason

    • Choose Per SOP

  • Description

    • Enter request details, which will automatically populate in the linked Jira ticket for tracking purposes

  • Attach any relevant documents

Use the “Related” tab on the case to upload documents associated with the request

Note

Be sure to include any attachments that you receive from the customer.

  • Create a Case Assignment for Configuration

  • Fill in the following details:

    • Reporter:

      • Agent’s email address

  • Assignee and QA Assignee:

    • QA Assignee - needs to be typed or copy/paste in

      • Assignee names must match what’s currently in Jira. (Future enhancement will have a dropdown list for Assignee and QA Assignee)

    • Assign based on Workload

  • Epic Number:

  • Comments:

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

  • Relate Email interaction to the Case

  • Under “Name” select the contact who submitted the request

    • Under “Relates to” select the case that was created

  • Once the Case Assignment is created; a linked Jira ticket will automatically be generated and displayed under Linked Issues

  • The Salesforce Case status will sync with Jira, so agents dont need to access Jira directly

  • Any comments added in Jira will automatically populate in the “Chatter Feed” on the Salesforce case

  • If additional communication with the Config Team is needed, the agent needs to communicate with Config on a ticket, they will need to use the Jira link and place an internal comment in the ticket. Will be enhanced in the future to allow bi-directional communication within SF

  • The case status in Salesforce will update automatically based on the Jira ticket’s progress

(This includes closure once the Jira ticket

  • Once the configuration work is completed the configuration assignee will close the CS ticket and case assignment

  • If no outstanding issues, send an outbound email from CXone to the customer by using the “New Channel Req 2” Quick reply template

  • Relate final email interaction to the case

  • Under Name, select the contact who submitted the request

  • Under Relates To, select the initial case that was created

  • After the Case Assignment closes, agents can close the original case in Salesforce

...

Step

Action

1

  • Verify that all required documents are attached to the Email

  • If any are missing, request the customer to upload them

2

  • Create a Configuration Case in Salesforce

  • Customer Request TypePrimary Reason

    • Select Configuration

  • Customer Request SubTypeSecondary Reason

    • Choose Per SOP

  • Description

    • Enter request details, which will automatically populate in the linked Jira ticket for tracking purposes

3

  • Attach any relevant documents

Use the “Related” tab on the case to upload documents associated with the request

Note

Be sure to include any attachments that you receive from the customer.

4

  • Create a Case Assignment for Configuration

  • Fill in the following details:

    • Reporter:

      • Agent’s email address

  • Assignee and QA Assignee:

    • QA Assignee - needs to be typed or copy/paste in

      • Assignee names must match what’s currently in Jira. (Future enhancement will have a dropdown list for Assignee and QA Assignee)

    • Assign based on Workload

  • Epic Number:

  • Comments:

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

5

  • Relate Email interaction to the Case

  • Under “Name” select the contact who submitted the request

    • Under “Relates to” select the case that was created

6

  • Once the Case Assignment is created; a linked Jira ticket will automatically be generated and displayed under Linked Issues

  • The Salesforce Case status will sync with Jira, so agents dont need to access Jira directly

  • Any comments added in Jira will automatically populate in the “Chatter Feed” on the Salesforce case

  • If additional communication with the Config Team is needed, the agent needs to communicate with Config on a ticket, they will need to use the Jira link and place an internal comment in the ticket. Will be enhanced in the future to allow bi-directional communication within SF

  • The case status in Salesforce will update automatically based on the Jira ticket’s progress

(This includes closure once the Jira ticket

7

  • Once the configuration work is completed the configuration assignee will close the CS ticket and case assignment

  • If no outstanding issues, send an outbound email from CXone to the customer by using the “New Channel Req 2” Quick reply template

8

  • Relate final email interaction to the case

  • Under Name, select the contact who submitted the request

  • Under Relates To, select the initial case that was created

9

  • After the Case Assignment closes, agents can close the original case in Salesforce

...

Epic Numbers

...

Note

Numbers must be entered in the CA, not the name of the Epic.

  • CS Workflow/Milestone Requests CS-2890329844

    • This Epic is utilized for workflow or milestone changes that will come internally from EverBright employees.

  • CS Installer Configurations - CS-2890029841

    • This Epic is utilized for Installer Requests

  • CS Incentive Requests CS-2890129842

    • This epic is for tickets related to incentives

  • CS Milestone Payment Requests CS-2889829839

    • This epic is for tickets related to milestone payment configurations

  • CS Equipment Requests CS-2889729838

    • This epic is for any equipment configurations

  • CS Product Rule Requests CS-2890229843

    • This epic is for any tickets where a product rule is added or adjusted

  • CS Onboarding CS-2889929840

    • This epic is for onboarding (partner, installer, product, etc.) related requests

  • CS Document Requests CS-2890429845

    • This epic is for any tickets related to documents

...