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Processing Account Update Request Form Tickets

Processing Account Update Request Form Tickets

Owned by Rick Dubbs
Last updated: Nov 26, 2024 by Deanna Collia
6 min read

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:

Channel Partner Requests:

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

Step

Action:

Step

Action:

1

  • Create a Configuration Case in Salesforce

  • Primary Reason

    • Select Configuration

  • Secondary Reason

    • Choose Per SOP

  • Description

    • Enter request details, which will automatically populate in the linked Jira ticket for tracking purposes

    • Copy/Paste the Jotform table from your Email into the Description

2

  • Attach any relevant documents

3

  • Create a Case Assignment for Configuration

4

  • Relate Email interaction to the Case

 

  • Once the Case Assignment is created; 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, the agent needs to communicate with Config on a ticket, they will need to use the Jira link and place an internal comment in the ticket. Will be enhanced in the future to allow bi-directional communication within SF

  • The case status in Salesforce will update automatically based on the Jira ticket’s progress

6

  • Once the configuration work is completed the configuration assignee will close the CS ticket and case assignment

  • 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

Equipment Request:

Step

Action

Step

Action

1

  • Check Equipment in Django

3

  • Add the equipment to the customer’s inventory (see SOP)

 

  • Then; send an outbound email from CXone to the customer and Stop

 

4

  • If equipment is not listed: Create a Configuration Case in Salesforce

  • Attach any relevant documents

  • Create a Case Assignment for Configuration

  • Relate Email interaction to the Case

  • Once the Case Assignment is created; 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, the agent needs to communicate with Config on a ticket, they will need to use the Jira link and place an internal comment in the ticket. Will be enhanced in the future to allow bi-directional communication within SF

  • The case status in Salesforce will update automatically based on the Jira ticket’s progress

  • Once the configuration work is completed the configuration assignee will close the CS ticket and case assignment

  • If no outstanding issues, send an outbound email from CXone to the customer by using the “New Channel Req 2” Quick reply template

 

 

 

  • 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

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

Document Request:

Step

Action

Step

Action

1

  • Verify that all required documents are attached to the Email

  • If any are missing, request the customer to upload them

2

  • Create a Configuration Case in Salesforce

3

  • Attach any relevant documents

4

  • Create a Case Assignment for Configuration

5

  • Relate Email interaction to the Case

6

  • Once the Case Assignment is created; 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, the agent needs to communicate with Config on a ticket, they will need to use the Jira link and place an internal comment in the ticket. Will be enhanced in the future to allow bi-directional communication within SF

  • The case status in Salesforce will update automatically based on the Jira ticket’s progress

7

  • Once the configuration work is completed the configuration assignee will close the CS ticket and case assignment

  • If no outstanding issues, send an outbound email from CXone to the customer by using the “New Channel Req 2” Quick reply template

 

 

 

8

  • 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

9

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

Epic Numbers Reference:

  • 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

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