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Handling Configuration Requests in Salesforce

Handling Configuration Requests in Salesforce

Owned by Deanna Collia
Last updated: Jan 03, 2025 by Rafael Gonzalez
4 min read

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.

Process

Step

Action

Step

Action

1

Create an Installer case in Salesforce

  • Primary Reason - Configuration

  • Secondary Reason - Per SOP

  • Description

    • Details of the request - these will populate in the description in the Jira ticket

image-20241028-200328.png

2

Upload any documents to the Related tab on the case

 

image-20241028-205538.png

 

3

Create a Case assignment for Configuration

4

Fill out the following:

  • Reporter - your email address

  • Assignee - needs to be typed or copy/pasted in

  • QA Assignee - needs to be typed or copy/paste in

  • Epic number

    • Copy/Paste from the chart below

  • Comments

    • Will end up as an internal comment in the Jira ticket

 

Assignee names must match what’s currently in Jira. Future enhancement will have a dropdown list for Assignee and QA Assignee

Always assign tickets based on workload per the SOP by referring to the dashboard https://goeverbright.atlassian.net/jira/dashboards/12065

5

The new case assignment contains the status as well as the Jira ticket link

 

 

 

The ticket link can take up to a minute to populate on the CA

6

The case assignment creates the CS ticket in Jira

 

 

 

 

7

Any comments made on the Jira ticket will populate in the chatter feed of the case

 

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

9

Once the CA is closed, the agent can close the case

 

 

10

Notify the customer/installer that the configuration request has been completed.

Please use the quick reply named as “Config Req Complete”

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