Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 21 Next »

Background: The EverBright platform allows users with administrative access to submit a Channel Partner Form to add new channel partners. The request is submitted via JotForm, and a Software Support ticket is created.

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

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:

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

Add the Jotform table from your email

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

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:

    • Assign to a primary assignee and another for QA

  • Epic Number:

    • Refer to the chart below

  • Comments:

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

4

  • Relate Email interaction to the Case

  • Under “Name” select the contact who submitted the request

    • Under “Relates to” select the case that was created

5

  • Set due dates

  • Due Date: 3 business days out

  • Configuration Date: 2 business days out

  • QA due date: 3 business days out

6

  • 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 by using the “New Channel Req 2” Quick reply template

7

  • Relate final email interaction to the case

  • Under Name, select the contact who submitted the request

  • Under Relates To, select the initial case that was created

8

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

Related Articles:

  • No labels