Background: Support processes configuration requests to update customer’s account information including Equipment, Documents and more.

With the new SalesForce-Jira Integration, all requests are now managed directly within Salesforce without manually creating the ticket in Jira

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

Table of Content:

Process Overview:

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
2	Attach any relevant documents	Use the “Related” tab on the case to upload documents associated with the request
3	Create a Case Assignment for Configuration	Fill in the following details: Reporter: Copy the requester's email from the form and paste it into the Reporter field Assignee and QA Assignee: Assign one member to handle the configuration and another for QA Use the CS Ticket Workload Dashboard to balance workload For channel partner requests the QA Assignee should be Cherish Sharma Epic Number: Refer to the chart below Comments: Include any Internal notes, which will appear as comment in the Jira Ticket
4	Once the Case Assignment is complete; 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, agents should use Internal Comments in Sales Force
	The case status in Salesforce will update automatically based on the Jira ticket’s progress	(This includes closure once the Jira ticket is marked “Done”)
5	After the Case Assignment closes, agents can close the original case in Salesforce

Configured Financing Options:

(Direct Financing Options Process)

Step

Action

1

Verify financing in Salesforce

Check if the organization allows configured financing

If unclear, log into the platform to verify

Confirm any updates with the account manager (If the requested option is not available

2

Update SS Ticket

Under “Needs configuration” Select Configured Finance and refresh

Incentive, Operations Products and Channel Partner Options:

(Direct Channel Partner Request process)

Step	Action
1	In the SS ticket, Under “Needs Configuration” Select TASK and refresh	Channel Partner Requests should have Cherish Sharma assigned for QA

Equipment Options:

Step	Action
1	Check Equipment in Django	Use CTRL-F in Django to locate the model numbers. If equipment isn’t listed: Change Request type to “Industry-Wide data change” Check that a “Spec Sheet” is included with the request; if not, ask the customer to provide one In the SS Ticket, under “Needs configuration” select “TASK” and Refresh
2	If equipment Exists:	Set “Request Type to “Company-Specific Data change” Inform the customer they can add existing equipment directly to their inventory by following the How do I edit equipment settings?
3	Add the equipment to the customer’s inventory (see SOP)	If their existing inventory is large, they might already have it and missed it due to alphabetical order

Document Options:

Step	Action
1	Verify that all required documents are attached to the SS ticket.	If any are missing, request the customer to upload them
2	In the SS ticket, Under “Needs Configuration” Select “DOCS” and refresh

Completing the Salesforce Case

Step	Action
1	Access linked CS Ticket	The newly created CS ticket appears under “Linked Issues” and the customer is automatically notified that their request is in progress
2	Verify Parent (Epic) Link	Ensure the parent (Epic) Link is set to the appropriate Configuration Document Requests Epic
3	Assign Configuration Team Members	Assign one member to handle the configuration and another for QA Use the CS Ticket Workload Dashboard to balance workload For channel partner requests the QA Assignee should be Cherish Sharma
4	Set Components and Due Dates	In “Components” enter the name of the requesting organization Due Dates: Due Date: 3 Business days out Configuration Date: 2 business days out QA Due Date: 3 Business Days out
5	Once configuration work is completed, the configuration team member will close the CS ticket	Agents should follow up in the SS ticket if needed
6	If no outstanding issues, send an outbound email from CXone to the customer. Responses differ for each type of document:	New Financing Product Form request: Hello [customer], Your request for [add request here] has been completed. Should you need further assistance, please let us know and we’ll be happy to help. Regards, Processing a New Channel Partner Request: send an outbound email from CXone to the customer by using the quick reply named as “New Channel Req 2”
7	Relate the email interaction to: Name - contact submitting the request (1 above) Relates to - Case that was created
8	After the Case Assignment closes, agents can close the original case in Salesforce

Epic Numbers Reference:

Numbers must be entered in the CA, not the name of the Epic.

CS Workflow/Milestone Requests CS-28903
- This Epic is utilized for workflow or milestone changes that will come internally from EverBright employees.
CS Installer Configurations - CS-28900
- This Epic is utilized for Installer Requests
CS Incentive Requests CS-28901
- This epic is for tickets related to incentives
CS Milestone Payment Requests CS-28898
- This epic is for tickets related to milestone payment configurations
CS Equipment Requests CS-28897
- This epic is for any equipment configurations
CS Product Rule Requests CS-28902
- This epic is for any tickets where a product rule is added or adjusted
CS Onboarding CS-28899
- This epic is for onboarding (partner, installer, product, etc.) related requests
CS Document Requests CS-28904
- This epic is for any tickets related to documents

Processing Account Update Request Form Tickets