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Assist_Design/docs/operations/external-processes.md

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Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
# External Processes and Team Handoffs
This document describes operational processes that occur outside the Customer Portal but are necessary for system operation and customer service.
---
## Process Ownership Matrix
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
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| Process | Owner | Trigger | Dependencies | Documentation |
| ----------------------------- | ----------------- | ------------------------- | --------------------------- | -------------------------------------------------------------------- |
| CS Order Approval | CS Team | Order in "Pending Review" | Salesforce access | CS training docs |
| Internet Eligibility Check | CS Team | Eligibility request Case | Customer address info | [Eligibility Guide](../how-it-works/eligibility-and-verification.md) |
| ID Verification Review | CS Team | Document upload | Salesforce Files access | [Eligibility Guide](../how-it-works/eligibility-and-verification.md) |
| WHMCS Product Setup | DevOps | New product launch | WHMCS Admin access | This document |
| Salesforce Flow Maintenance | SF Admin | Feature changes | SF Admin + Dev access | SF Flow documentation |
| Freebit Account Configuration | Partner Relations | New SIM products | Freebit partner credentials | Freebit contract docs |
| SSL Certificate Renewal | DevOps | Expiration alerts | Certificate provider access | This document |
| Database Backups | DevOps | Scheduled / On-demand | DB Admin access | [Database Operations](./database-operations.md) |
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
---
## Customer Onboarding Flow
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
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The portal handles customer account creation automatically:
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
1. **New Customer Sign-Up** (Portal)
- Customer provides email, name, address, and phone
- Portal creates Salesforce Account and Contact automatically
- Portal creates WHMCS client automatically
- Portal creates ID mapping linking portal user → WHMCS → Salesforce
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
2. **Existing WHMCS Customer** (Portal)
- Customer signs up with their email
- Portal detects existing WHMCS account
- Customer authenticates via WHMCS credentials
- Portal links to existing Salesforce account via Customer Number
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
3. **Legacy Customer with Customer Number** (Portal)
- Customer provides their Customer Number during sign-up
- Portal looks up existing Salesforce account
- Portal creates or links WHMCS client
- Portal creates ID mapping
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
No manual Sales team setup is required. The portal handles all account provisioning.
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
---
## Order Approval Flow
### CS Review Process
When an order is placed, CS must review and approve:
**Order Review Checklist:**
1. [ ] Verify customer identity matches Salesforce Account
2. [ ] Confirm product eligibility (Internet type matches eligibility)
3. [ ] Verify installation address is serviceable
4. [ ] Check for duplicate active services
5. [ ] Review any special instructions or notes
**Approval Actions:**
- Approve: Set Order `Status = Approved`
- Triggers provisioning workflow automatically
- Reject: Set Order `Status = Cancelled`
- Add rejection reason to Order notes
- Customer is notified via portal
**SLA:**
- Standard orders: Review within 2 business hours
- Priority orders: Review within 30 minutes
### Escalation Triggers
Escalate to supervisor if:
- Customer disputes eligibility result
- Multiple orders from same account in short period
- Order value exceeds threshold
- Address verification fails
---
## Internet Eligibility Process
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
For the complete eligibility and verification flow, see [Eligibility & Verification Guide](../how-it-works/eligibility-and-verification.md).
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
### CS Responsibilities
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
When an eligibility request Case is received:
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
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1. Perform NTT serviceability check (manual process)
2. Update Account eligibility fields:
- `Internet_Eligibility__c` = result (e.g., "Apartment 1G", "Home 1G")
- `Internet_Eligibility_Status__c` = "Checked"
- `Internet_Eligibility_Checked_Date_Time__c` = current timestamp
3. Update linked Opportunity stage:
- Eligible → Stage: "Ready"
- Not Eligible → Stage: "Void"
4. Close the Case
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
**SLA:** Standard check within 24-48 business hours.
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
---
## ID Verification Process
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
For the complete ID verification flow, see [Eligibility & Verification Guide](../how-it-works/eligibility-and-verification.md).
### CS Responsibilities
When a document is uploaded for manual review:
1. Review uploaded residence card in Salesforce Files
2. Verify document validity and identity match
3. Update Account verification fields:
- `Id_Verification_Status__c` = "Verified" or "Rejected"
- `Id_Verification_Verified_Date_Time__c` = current timestamp (if verified)
- `Id_Verification_Rejection_Message__c` = reason (if rejected)
**Note:** Many ID verifications are auto-approved. CS only reviews flagged cases.
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
---
## Cancellation Request Process
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
For the complete cancellation flow, see:
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
- [Eligibility & Verification Guide - Cancellation](../how-it-works/eligibility-and-verification.md#cancellation-flow)
- [Opportunity Lifecycle - Cancellation](../integrations/salesforce/opportunity-lifecycle.md#cancellation-flow)
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
### CS Responsibilities
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
When a cancellation Case is received:
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
1. Verify customer authorization
2. Confirm scheduled cancellation date (25th rule applies)
3. On scheduled date:
- Terminate service in WHMCS
- Update Opportunity stage to "△Cancelled"
4. For Internet: Track equipment return via `LineReturn__c` field
5. Close the Case
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
### Cancellation Types
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
| Type | Notice Period | Effective Date | WHMCS Action |
| -------- | ---------------------- | ---------------------- | ------------ |
| Internet | 30 days | End of notice period | Manual |
| SIM | Immediate or scheduled | 1st of following month | Automatic |
| VPN | Immediate | Same day | Manual |
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
---
## Product Configuration
### Adding New Products
When launching new products, coordinate between teams:
**1. Salesforce Setup (SF Admin)**
- Create Product2 record
- Set required fields:
- `Name`, `StockKeepingUnit`
- `WH_Product_ID__c` (WHMCS product ID)
- `Billing_Cycle__c`
- `Item_Class__c` (Service, Activation, Add-on)
- Add to portal Pricebook (`PORTAL_PRICEBOOK_ID`)
**2. WHMCS Setup (DevOps/Billing)**
- Create product in WHMCS Products/Services
- Configure pricing and billing cycle
- Set up any required custom fields
- Test product creation via API
**3. Portal Verification (Development)**
- Verify product appears in catalog
- Test checkout flow with new product
- Confirm provisioning works correctly
**4. Documentation (All Teams)**
- Update product documentation
- Add to [WHMCS Mapping Reference](../integrations/salesforce/whmcs-mapping.md)
### Product Change Checklist
- [ ] Salesforce Product2 updated
- [ ] WHMCS product updated
- [ ] Pricing synced between systems
- [ ] Portal cache cleared
- [ ] Tested in staging environment
- [ ] Documentation updated
---
## Salesforce Flow Maintenance
### Record-Triggered Flows
The portal depends on these Salesforce Flows:
| Flow | Trigger | Action |
| ----------------------- | ---------------------------------- | ------------------------------------ |
| Order Approval Flow | Order Status → Approved | Publish `OrderProvisionRequested__e` |
| Eligibility Update Flow | Account eligibility fields changed | (Optional) Notify customer |
### Flow Change Procedure
1. **Development** (SF Admin + Dev)
- Clone existing Flow for modification
- Test in Salesforce Sandbox
- Document changes
2. **Deployment** (SF Admin)
- Schedule deployment during low-traffic period
- Notify development team
- Activate new Flow version
3. **Verification** (Dev + QA)
- Test affected portal functionality
- Verify Platform Events are received
- Check BFF logs for any errors
4. **Rollback Plan**
- Keep previous Flow version available
- Document rollback procedure
- Have SF Admin available during deployment
---
## SSL Certificate Management
### Certificate Inventory
| Domain | Provider | Expiration | Renewal Process |
| ------------------ | ------------- | ---------- | --------------- |
| portal.example.com | Let's Encrypt | Auto-renew | Automated |
| api.example.com | Let's Encrypt | Auto-renew | Automated |
| whmcs.example.com | [Provider] | [Date] | Manual |
### Renewal Procedure
**Automated (Let's Encrypt):**
- Certbot runs automatically
- Monitor for renewal failures
- Alert if cert expires within 14 days
**Manual:**
1. Generate CSR
2. Submit to certificate provider
3. Complete domain verification
4. Download and install certificate
5. Restart affected services
6. Verify certificate in browser
### Certificate Expiration Alerts
- 30 days: Warning notification
- 14 days: Urgent notification
- 7 days: Critical alert
---
## Credential and Access Management
### Access Request Process
| System | Request To | Approval By | Access Level Options |
| ---------- | ---------- | ----------- | --------------------- |
| Salesforce | SF Admin | Manager | Read-only, CS, Admin |
| WHMCS | DevOps | Manager | Staff, Admin |
| BFF/Portal | DevOps | Tech Lead | Developer, Operator |
| Database | DevOps | Tech Lead | Read-only, Read-write |
### Offboarding Checklist
When a team member leaves:
- [ ] Revoke Salesforce access
- [ ] Revoke WHMCS access
- [ ] Remove from deployment systems
- [ ] Rotate any shared credentials they had access to
- [ ] Update on-call schedules
- [ ] Transfer ownership of documentation
---
## Communication Channels
### Team Contacts
| Team | Channel | Escalation |
| ----------- | --------------------- | ------------- |
| Development | [Slack/Teams channel] | Tech Lead |
| CS Team | [Slack/Teams channel] | CS Manager |
| Sales Team | [Slack/Teams channel] | Sales Manager |
| DevOps | [Slack/Teams channel] | Ops Lead |
| SF Admin | [Email/Slack] | IT Manager |
### Incident Communication
See [Incident Response Runbook](./incident-response.md) for incident communication procedures.
---
## Related Documents
Update External Processes Documentation and Streamline Customer Onboarding - Revised the Process Ownership Matrix for clarity and added new processes for ID Verification and Customer Onboarding. - Simplified the Customer Onboarding Flow by removing manual steps and detailing automated portal functionalities. - Enhanced the Internet Eligibility Process section with updated responsibilities and SLA information. - Consolidated cancellation request documentation and linked relevant guides for better accessibility.
2025-12-23 15:59:10 +09:00
- [Eligibility & Verification](../how-it-works/eligibility-and-verification.md)
- [Opportunity Lifecycle](../integrations/salesforce/opportunity-lifecycle.md)
Enhance Documentation Structure and Update Operational Runbooks - Added a new section for operational runbooks in README.md, detailing procedures for incident response, database operations, and queue management. - Updated the documentation structure in STRUCTURE.md to reflect the new organization of guides and resources. - Removed the deprecated disabled-modules.md file to streamline documentation. - Enhanced the _archive/README.md with historical notes on documentation alignment and corrections made in December 2025. - Updated various references in the documentation to reflect the new paths and services in the integrations directory.
2025-12-23 15:55:58 +09:00
- [Incident Response](./incident-response.md)
- [Provisioning Runbook](./provisioning-runbook.md)
- [Salesforce Requirements](../integrations/salesforce/requirements.md)
- [WHMCS Mapping Reference](../integrations/salesforce/whmcs-mapping.md)
- [Complete Operations Guide](../how-it-works/COMPLETE-GUIDE.md)
---
**Last Updated:** December 2025
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