Processing SolKraft/HeartBeat New Partner Requests

Requests to enable Neiram/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 is generated after SolKraft fills out a Typeform. 

 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 /wiki/spaces/CON/pages/621019198. 

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

6. Close the SS ticket after 24 hours

• If the customer hasn’t responded, close the ticket - otherwise respond to their question (Here is a link to account manager’s calendars)
  

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.