Handling Configuration Requests in Salesforce
- Deanna Collia
- Rafael Gonzalez
- Sarah Jane Salvatierra
Background:
Configuration requests can now be submitted in Salesforce through a Jira integration. Agents will create a Configuration case and case assignment which will generate the Jira ticket. Any updates to the CS ticket will update the case assignment.
Table of Content:
Process
Step | Action | |
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1 | Create an Installer case in Salesforce
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2 | Upload any documents to the Related tab on the case |
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3 | Create a Case assignment for Configuration | |
4 |
Please ensure that the Email Address autopopulated in the “Reporter Email Address” Field matches the Email Address Associated with your Confluence/Jira Account. (This will help prevent issues with Jira tickets not being created) To confirm your Confluence/Jira Email address just go to Confluence and click on your profile icon located on the upper right corner (This will display the correct Email address for this field)
Always assign tickets based on workload per the SOP by referring to the following dashboard (Click Here) Once completed; Click on Save and jump to Step 5
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5 | The new case assignment contains the status as well as the Jira ticket link | |
6 | The case assignment creates the CS ticket in Jira
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7 | Any comments made on the Jira ticket will populate in the chatter feed of the case
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8 | The case status automatically updates when the Jira ticket is updated. Likewise, when the Jira ticket is updated to Done, the CA is automatically closed
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9 | Once the CA is closed, the agent can close the case |
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10 | Notify the customer/installer that the configuration request has been completed. | Please use the quick reply named as “Config Req Complete”
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Epic Numbers
CS Workflow/Milestone Requests CS-29844
This Epic is utilized for workflow or milestone changes that will come internally from EverBright employees.
CS Installer Configurations - CS-29841
This Epic is utilized for Installer Requests
CS Incentive Requests CS-29842
This epic is for tickets related to incentives
CS Milestone Payment Requests CS-29839
This epic is for tickets related to milestone payment configurations
CS Equipment Requests CS-29838
This epic is for any equipment configurations
CS Product Rule Requests CS-29843
This epic is for any tickets where a product rule is added or adjusted
CS Onboarding CS-29840
This epic is for onboarding (partner, installer, product, etc.) related requests
CS Document Requests CS-29845
This epic is for any tickets related to documents