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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 or update 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

  • 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

  • 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

  • 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”

  • 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

  • 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

  • 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. Responses differ for each type of document:

  • “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”

5

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

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