Support routinely receives requests to update configured financing options.
Here are the steps to process these 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
3. Enter the company name into the organization field on the Customer Info tab
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.
Since the org in this example(above) already offers configured financing options from Energy Loan Network, we can proceed with their request.
If this is a new request for configured financing
tag James Lee in an internal comment for approval
If approved, proceed with the request
If denied, ask the AM to follow up with the customer
4. Back in the SS ticket, under “Needs Configuration?”, select Configured Finance and then refresh the page.
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.
5. Click on the linked CS ticket.
Once in the CS ticket, we'll need to update a few fields.
6. Next, make sure that the Epic Link is set to CS Installer Configurations. If not, go ahead and add that in.
7. 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.
8. 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.
If config requests more information, follow up with the customer in the SS ticket
Once the configuration work has been completed, the configuration assignee will close the CS ticket.
Even if the ticket is closed as done, refer to the CS ticket to confirm that the entire request was completed and there are no outstanding issues before replying to the customer.
If no outstanding issues, reply to the customer and close the ticket:
Hello [customer],
Your request for [add request here] has been completed. This ticket will be closed. Should you need further assistance, please let us know and we’ll be happy to help.
Regards,