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Background: The EverBright platform allows users with administrative access to submit a Channel Partner Form (https://eu.jotform.com/build/220683651272354) to add new channel partners. The request is submitted via JotForm, and a Software Support ticket is created.

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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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.

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The ticket subject line will read: A New Channel Partner Request for [org]and will contain information from the JotForm:

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Process:

  • Request Type: Company-specific Data Change

  • Reporter: Email address from the form (1 above)

  • Organization: Company Name from the form (2 above)

  • Add the Account Manager as a watcher

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Reply to customer by selecting the ‘Initial response - checking on query' canned response:

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  • Refresh your browser to confirm the canned response was sent

  • Copy the Jotform table (above) to your clipboard

  • Update the status to ‘Waiting for Configuration’

Create a linked CS ticket:

  • Click on the create button on the task bar:

    • Project: Customer Success

    • Issue Type: Task

    • QA Assignee: Cherish Sharma

    • Epic Link: CS Onboarding

    • Priority: High

    • Summary: Copy the title from the SS ticket “A New Channel Partner Request for [Org]”

    • Description: Paste the Jotform table from your clipboard

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  • Link the CS ticket to your existing ticket:

    • select ‘is caused by’ from the dropdown list

    • locate and select the original SS ticket in the ‘Select Issue’ dropdown

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  • Click ‘create’ to generate the ticket

Update the SS ticket:

  • Once the configuration work has been completed, the configuration assignee will close the CS ticket.

  • Even if the ticket is closed as done, refer to the CS ticket to confirm that the entire request was completed and there are no outstanding issues before replying to the customer.

    • If no outstanding issues, reply to the customer and close the ticket:

Hello [customer],

Your request for [add request here] has been completed. This ticket will be closed. Should you need further assistance, please let us know and we’ll be happy to help.

Regards,

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Resolution- Done

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Platform Area - Configuration

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Step

Action:

1

  • Create a Configuration Case in Salesforce

  • Customer Request Type

    • Select Configuration

  • Customer Request SubType

    • 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

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