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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.

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.

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

  • Create a case under the Person submitting the request

    • Customer Name from the form (1 above)

      • If the contact does not exist in Salesforce, double check that they exist in Django and if so, create a contact

    • Tag the Account Manager in the case feed

New Channel Partner Request in Process

  • Update the ‘To’ field in the CXone email to the email address of the customer from the form (1 above)

    • Reply to the customer by using the quick reply named as “New Channel Req 1”

  • Relate the email interaction to:

    • Name - contact submitting the request (1 above)

    • Relates to - Case that was created

Create a CS ticket:

  • Click on the create button on the task bar:

    • Project: Customer Success

    • Issue Type: Task

    • Assignee: Follow this SOP /wiki/spaces/SS/pages/2768011447

    • QA Assignee: Cherish Sharma

    • Epic Link (Replaced by Parent field): Configuration Partner/Product 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 email

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

  • Set the Due Date 3 business days out, the Configuration Date 2 business days out, and the QA Due Date 3 business days out.

Reply to the customer:

  • 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, send an outbound email from CXone to the customer by using the quick reply named as “New Channel Req 2”

  • Relate the email interaction to:

    • Name - contact submitting the request (1 above)

    • Relates to - Case that was created

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