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Support routinely receives requests to update customers' account information

  • Configured financing options

  • Incentive options

  • Operations Products Options

  • Equipment Options

  • Document Options

  • Channel Partner Options

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

Here are the steps to process these tickets.

Ticket Update Steps for All Tickets

1. Copy the requester's email from the form and paste it into the Reporter field

2. Change the Request Type to

  • Company-Specific Data Change (with the exception of some Equipment tickets)

  • Industry-Wide Data Change (for Equipment tickets adding something not in our current database)

3. Enter the company name into the organization field on the Customer Info tab

Update Steps for Specific Ticket Types

Configured Financing Options

  1. Before proceeding any further, log in to Salesforce and check to see if the org is allowed configured finance.

  • If there is no information in this field, log in to the platform as the org and check their configuration settings to see if they already offer options from the lender they are requesting updates to.  If not, check with their account manager before proceeding.

  • Since the org in this example(above) already offers configured financing options from Energy Loan Network, we can proceed with their request.

2. Back in the SS ticket, under “Needs Configuration?”, select Configured Finance and then refresh the page.

Incentive Options, Operations Products Options, Channel Partner Options

  1. In the SS ticket, under “Needs Configuration?”, select TASK and then refresh the page.

    1. Channel partner requests should be assigned to Cherish Sharma for QA

Equipment Options

  1. Before proceeding any further, log in to Django and check to see if the requested equipment is already in the database.

    1. NOTE: The lists of equipment are not necessarily in alphabetical order, so use CTRL-F “Find” to search for model numbers.

  2. If you do not find the equipment in the database:

    1. Change the Request Type to

      • Industry-Wide Data Change

    2. Check to see that a Spec Sheet for the equipment is included in the form request

      1. If no Spec Sheet, please reply to the customer asking for them to send one.

    3. In the SS ticket, under “Needs Configuration?”, select TASK and then refresh the page.

  3. If you do find the equipment in the database:

    1. Change the Request Type to

      • Company-Specific Data Change

    2. Reply to the customer that they can save time by adding equipment already in the database directly following this SOP: How do I edit equipment settings?

  4. Add the equipment to the customer’s inventory (see SOP above) (For a training ticket - log into EverBright Exclusive Organization on Mirror, and add the equipment there)

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

Document Options

  1. Check to see that the customer did include the document files

    1. If no files are attached, please reply to the customer asking them to forward the files.

  2. In the SS ticket, under “Needs Configuration?”, select DOCS and then refresh the page.

Complete the Newly Created CS Ticket

  • A new linked CS ticket will be created under Linked Issues. Also, an automated message will be sent out to the customer, letting them know that we are working on their request. 

1. Click on the linked CS ticket.

  • Once in the CS ticket, we'll need to update a few fields.

2. Next, make sure that the Epic Link has auto-populated to Installer Configurations. If not,  go ahead and add that in.

3. Assign this config ticket to two members of the config team.  One as the primary assignee and one to QA the request.  Members of the config team should be assigned based on the CS Ticket Workload Dashboard https://sighten.atlassian.net/jira/dashboards/12065

  • Try not to assign users who already have a heavy workload. Their work hours (listed next to their name) should also be taken into consideration.

  • When selecting a QA assignee, make sure that “QA” is listed next to their name.

    • For Channel partner requests, the QA assignee is Cherish Sharma

For Training Only: This next step MUST be completed LAST. It automatically sets the CS ticket status to WON’T DO, and removes it from the regular CS ticket queue.

4. Lastly, under Components, enter the name of the organization that is requesting the update. In this example, NextGen Construction.

  • No further action is required once the ticket has been assigned. If any additional information or documentation is required, one of the assignees will notify support. (NOTE: For training ONLY, please refresh the STE ticket)

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

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

 

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