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Background: Support processes configuration requests to update configured financing options

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

Process:

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

image-20241031-031812.png

  • Assignee and QA Assignee:

  • Epic Number:

    • Refer to the chart below

  • Comments:

    • Include any Internal notes, which will appear as comment in the Jira Ticket

4

  • Verify configured Financing Eligibility in Salesforce

Log into salesforce to check:

  • Whether the organization is eligible for configured financing

  • Confirm that they are not Deboard within the next 30 days

If these fields are blank, log into the platform as the organization and check their configuration settings

5

  • If the request is New, Tag James Lee in an internal comment for approval

If Approved:

  • Proceed with the request

If Denied:

  • Tag the Account Manager (AM) in an internal comment and follow the Escalations SOP

6

  • In the SS Ticket, Under “Needs Configuration” select Configured Finance and refresh the page

  • A new linked CS ticket will automaticaly be created under “Linked Issues”

7

  • Click on the Linked CS ticket in the CS ticket to ensure that Epic Link is set to “CS Installer Configurations”

If not; update it accordingly

8

  • Set components and Deadlines

  • Under “Components” enter the name of the organization requesting the update

  • Set the following deadlines:

    • Due Date: 3 business days out

    • Configuration Date: 2 business days out

    • QA Due Date: 3 business days out

9

  • Once the configuration work is completed, the configuration assignee will close the CS ticket

 

If no outstanding issues, send an outbound email from CXone to the customer.

  • “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”

10

  • After the Case Assignment closes, agents can close the original case in Salesforce

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