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How to process a document change request from a customer. Below are the different types of document requests and how they should be handled.

Please refer to this article for differences in policy for EB free accounts vs. legacy paid subscribers: How to check SalesForce for EB status prior to processing Doc and Finance tickets

Document Edits and Updates

1. Typeform notification (or email request) comes in.

2. Check if the request matches the requirements:

   Requirements
   

   Do

   Customer should submit this request by typeform.  The SS ticket will be created automatically and have the subject: "Document Survey: <Org Name>"   It will look something like this:

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2. Check requirements/update ticket info: 

• Update the ticket's Reporter (person submitting the request), Organization (upstream org of person submitting), and Request type (company specific data change)

• First check: Are they a free EverBright account? Or if a paying subscriber, do they have a Premium or Pro subscription? 

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• If yes, then proceed

• Are they adding multiple documents or one document?  Proceed for free EverBright Users; Paying Premium subscriber accounts are only allowed to have one document.

• Is

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Did they specify the changes they wanted to be made either with a screenshot of the document, an annotated PDF or a new Word document?

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• the person requesting an org admin/manager for the upstream customer?  Only requestors with those permissions can add financing

2. If the requirements have not been met: 

1. If the account cannot edit a doc or add an additional doc due to their subscription, let them know they can do if they are will to pay an additional fee per month and send them this article and a link to their account manager so they can process the extra fees.

2. If the requester does not have the authority to request, use this template to let them know the financier or managing partner must make the request.

3. If the document edits were not submitted in the correct format, let them know we need document edits in a certain way and send them this article.

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• Follow up with the customer to get clarification on each point needed or let them know the requirements/issue and next step

  • Use a canned email templates depending upon the need - use the SS field “Canned Responses” to select the appropriate one, or craft your own if the situation calls for it

    • Email Templates for Common Requests (Canned Responses)

  • Once all information has been gathered, or issues cleared up - proceed to the next step

3.) If the requirements have been met, please create a CS ticket.

• Use the automated CS ticket feature selecting "Docs" from the Needs Configuration field

  • Then open the CS ticket and selected assignees (refer to CS workload dashboard and select based on who has fewest tickets assigned to them), and update the Component field with the company name

  • If the customer has provided any additional information, add it to the internal comments on the CS ticket

• The automatic creation of the CS ticket will send an initial request to the customer

  • Make sure the SS ticket is in the Workflow status in "Needs Configuration".

Once Configuration is done there are two possible workflows:

1. The customer does not want to test the document on Onboard, so CS publishes it on Engine and the ticket is placed in UAT.

   1. We Jira will automatically communicate to the customer that their request has been fulfilled.

   2. If you don't hear back from the customer within 24 hours, close the ticket.

2. If the customer would like to test the document on Onboard before it goes live on Engine, CS will process the configuration and then place the CS ticket will be placed in "On Hold" status when it is ready to be tested.

   1. Support sends the customer the canned response email template Document Onboard: Doc ready to review on Onboard. test - first email  Email Templates for Common Requests (Canned Responses)

      1. The customer should confirm within 3 days that the document is ready for production.

         1. If they confirm it is ready, convey the comment to CS. CS publishes it on Engine and the ticket is placed in UAT. (Follow the steps in part 1).in the internal notes of the CS ticket and move the workflow status to “ToDo”

         2. If they respond that there's an error or they have additional edits, convey these comments to the CS team on the CS ticket, internal comments, place the ticket back in "ToDo" status, and if necessary, file to config issue. Repeat steps until the customer confirms the document looks good. 

      2. If they don't respond in 3 days, send them a nudge. nudge using using the canned response template Onboard: Doc ready to test - second email

         1. After one more day, comment on the CS ticket that they should put the document onto Engine. CS publishes it on Engine

         and the ticket is placed in UAT.

         1. - (Follow the steps in part 1).

      3. On Mondays, for all customers with an outstanding Onboarding task, send the canned response email template called Onboard Reset - Release tonight

         1. Releases are now done weekly and Onboard gets reset Monday nights. Their document would become unavailable for review.

Query

select ucu.email, uo.name, uo.organization_type, uo2.name
from user_customuser ucu
inner join user_organization uo on uo.id = ucu.owned_by_organization_id
inner join user_organization uo2 on uo2.id = uo.customer_partner_id
where ucu.email like '%{email of requester}%'
order by ucu.email

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