From 12eb9fd76347bd5de2791bd25abaca53c27f26bb Mon Sep 17 00:00:00 2001 From: barsa Date: Tue, 23 Dec 2025 15:59:10 +0900 Subject: [PATCH] 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. --- docs/operations/external-processes.md | 152 +++++++++++++------------- 1 file changed, 76 insertions(+), 76 deletions(-) diff --git a/docs/operations/external-processes.md b/docs/operations/external-processes.md index 682a7972..04e18c76 100644 --- a/docs/operations/external-processes.md +++ b/docs/operations/external-processes.md @@ -6,49 +6,42 @@ This document describes operational processes that occur outside the Customer Po ## Process Ownership Matrix -| Process | Owner | Trigger | Dependencies | Documentation | -| ----------------------------- | ----------------- | ------------------------- | --------------------------- | ----------------------------------------------- | -| Salesforce Account Creation | Sales Team | Customer inquiry | Salesforce Admin access | Salesforce training docs | -| Customer Number Assignment | Sales Team | New customer onboarding | SF Account created | Sales procedures | -| 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 | CS procedures | -| 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) | +| 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) | --- ## Customer Onboarding Flow -### Pre-Portal Setup (Sales Team) +The portal handles customer account creation automatically: -Before a customer can use the portal, Sales must complete these steps: +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 -1. **Create Salesforce Account** - - Create Account record with customer details - - Assign unique `SF_Account_No__c` (Customer Number) - - Set initial account status +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 -2. **Verify Customer Information** - - Confirm contact details - - Verify billing address - - Complete KYC requirements if applicable +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 -3. **Internet Eligibility (if applicable)** - - Submit eligibility check via portal OR - - Manually check eligibility and update Account fields: - - `Internet_Eligibility__c` - - `Internet_Eligibility_Status__c` - -### Handoff to Portal - -Once Sales completes setup, customer can: - -- Sign up using their Customer Number -- Link existing WHMCS account (if migrating) -- Place orders through the portal +No manual Sales team setup is required. The portal handles all account provisioning. --- @@ -92,66 +85,71 @@ Escalate to supervisor if: ## Internet Eligibility Process -### Request Flow +For the complete eligibility and verification flow, see [Eligibility & Verification Guide](../how-it-works/eligibility-and-verification.md). -1. **Customer submits eligibility request** (Portal) - - Creates Salesforce Case (Type: Eligibility Check) - - Updates Account fields to "Pending" - - Creates/updates Opportunity (Stage: Introduction) +### CS Responsibilities -2. **CS reviews request** (Salesforce) - - Verify address details - - Check service availability databases - - Determine eligibility type (Apartment 1G, Home 1G, etc.) +When an eligibility request Case is received: -3. **CS updates Salesforce** (Salesforce) - - Set `Internet_Eligibility__c` to result - - Set `Internet_Eligibility_Status__c = Checked` - - Update Opportunity stage (Ready or Void) - - Close the Case +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 -4. **Customer sees result** (Portal) - - Portal reads updated Account fields - - Catalog shows eligible products +**SLA:** Standard check within 24-48 business hours. -**SLA:** +--- -- Standard check: 24-48 business hours -- Express check: 4 business hours +## ID Verification Process + +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. --- ## Cancellation Request Process -### Customer-Initiated Cancellation +For the complete cancellation flow, see: -1. **Customer requests cancellation** (Portal) - - Creates Salesforce Case (Type: Cancellation Request) - - Finds linked Opportunity via `WHMCS_Service_ID__c` - - Updates Opportunity stage to "△Cancelling" - - Sets `ScheduledCancellationDateAndTime__c` +- [Eligibility & Verification Guide - Cancellation](../how-it-works/eligibility-and-verification.md#cancellation-flow) +- [Opportunity Lifecycle - Cancellation](../integrations/salesforce/opportunity-lifecycle.md#cancellation-flow) -2. **CS reviews request** (Salesforce) - - Verify customer authorization - - Check cancellation terms and fees - - Confirm scheduled date +### CS Responsibilities -3. **CS processes cancellation** (WHMCS + Salesforce) - - Cancel service in WHMCS (if not automatic) +When a cancellation Case is received: + +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" - - Close the Case - -4. **Final billing** (WHMCS) - - Generate final invoice if applicable - - Process any prorated refunds +4. For Internet: Track equipment return via `LineReturn__c` field +5. Close the Case ### Cancellation Types -| Type | Notice Period | Effective Date | -| -------- | ---------------------- | ---------------------- | -| Internet | 30 days | End of notice period | -| SIM | Immediate or scheduled | 1st of following month | -| VPN | Immediate | Same day | +| 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 | --- @@ -314,6 +312,8 @@ See [Incident Response Runbook](./incident-response.md) for incident communicati ## Related Documents +- [Eligibility & Verification](../how-it-works/eligibility-and-verification.md) +- [Opportunity Lifecycle](../integrations/salesforce/opportunity-lifecycle.md) - [Incident Response](./incident-response.md) - [Provisioning Runbook](./provisioning-runbook.md) - [Salesforce Requirements](../integrations/salesforce/requirements.md)