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Update External Processes Documentation and Streamline Customer Onboarding

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- 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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barsa 2025-12-23 15:59:10 +09:00
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docs/operations/external-processes.md
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@ -6,49 +6,42 @@ This document describes operational processes that occur outside the Customer Po
## Process Ownership Matrix ## Process Ownership Matrix
| Process | Owner | Trigger | Dependencies | Documentation | | Process | Owner | Trigger | Dependencies | Documentation |
| ----------------------------- | ----------------- | ------------------------- | --------------------------- | ----------------------------------------------- | | ----------------------------- | ----------------- | ------------------------- | --------------------------- | -------------------------------------------------------------------- |
| Salesforce Account Creation | Sales Team | Customer inquiry | Salesforce Admin access | Salesforce training docs | | CS Order Approval | CS Team | Order in "Pending Review" | Salesforce access | CS training docs |
| Customer Number Assignment | Sales Team | New customer onboarding | SF Account created | Sales procedures | | Internet Eligibility Check | CS Team | Eligibility request Case | Customer address info | [Eligibility Guide](../how-it-works/eligibility-and-verification.md) |
| CS Order Approval | CS Team | Order in "Pending Review" | Salesforce access | CS training docs | | ID Verification Review | CS Team | Document upload | Salesforce Files access | [Eligibility Guide](../how-it-works/eligibility-and-verification.md) |
| 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 |
| 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 |
| 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 |
| 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 |
| 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) |
| Database Backups | DevOps | Scheduled / On-demand | DB Admin access | [Database Operations](./database-operations.md) |
--- ---
## Customer Onboarding Flow ## 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** 2. **Existing WHMCS Customer** (Portal)
- Create Account record with customer details - Customer signs up with their email
- Assign unique `SF_Account_No__c` (Customer Number) - Portal detects existing WHMCS account
- Set initial account status - Customer authenticates via WHMCS credentials
- Portal links to existing Salesforce account via Customer Number
2. **Verify Customer Information** 3. **Legacy Customer with Customer Number** (Portal)
- Confirm contact details - Customer provides their Customer Number during sign-up
- Verify billing address - Portal looks up existing Salesforce account
- Complete KYC requirements if applicable - Portal creates or links WHMCS client
- Portal creates ID mapping
3. **Internet Eligibility (if applicable)** No manual Sales team setup is required. The portal handles all account provisioning.
- 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
--- ---
@ -92,66 +85,71 @@ Escalate to supervisor if:
## Internet Eligibility Process ## 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) ### CS Responsibilities
- Creates Salesforce Case (Type: Eligibility Check)
- Updates Account fields to "Pending"
- Creates/updates Opportunity (Stage: Introduction)
2. **CS reviews request** (Salesforce) When an eligibility request Case is received:
- Verify address details
- Check service availability databases
- Determine eligibility type (Apartment 1G, Home 1G, etc.)
3. **CS updates Salesforce** (Salesforce) 1. Perform NTT serviceability check (manual process)
- Set `Internet_Eligibility__c` to result 2. Update Account eligibility fields:
- Set `Internet_Eligibility_Status__c = Checked` - `Internet_Eligibility__c` = result (e.g., "Apartment 1G", "Home 1G")
- Update Opportunity stage (Ready or Void) - `Internet_Eligibility_Status__c` = "Checked"
- Close the Case - `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) **SLA:** Standard check within 24-48 business hours.
- Portal reads updated Account fields
- Catalog shows eligible products
**SLA:** ---
- Standard check: 24-48 business hours ## ID Verification Process
- Express check: 4 business hours
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 ## Cancellation Request Process
### Customer-Initiated Cancellation For the complete cancellation flow, see:
1. **Customer requests cancellation** (Portal) - [Eligibility & Verification Guide - Cancellation](../how-it-works/eligibility-and-verification.md#cancellation-flow)
- Creates Salesforce Case (Type: Cancellation Request) - [Opportunity Lifecycle - Cancellation](../integrations/salesforce/opportunity-lifecycle.md#cancellation-flow)
- Finds linked Opportunity via `WHMCS_Service_ID__c`
- Updates Opportunity stage to "△Cancelling"
- Sets `ScheduledCancellationDateAndTime__c`
2. **CS reviews request** (Salesforce) ### CS Responsibilities
- Verify customer authorization
- Check cancellation terms and fees
- Confirm scheduled date
3. **CS processes cancellation** (WHMCS + Salesforce) When a cancellation Case is received:
- Cancel service in WHMCS (if not automatic)
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" - Update Opportunity stage to "△Cancelled"
- Close the Case 4. For Internet: Track equipment return via `LineReturn__c` field
5. Close the Case
4. **Final billing** (WHMCS)
- Generate final invoice if applicable
- Process any prorated refunds
### Cancellation Types ### Cancellation Types
| Type | Notice Period | Effective Date | | Type | Notice Period | Effective Date | WHMCS Action |
| -------- | ---------------------- | ---------------------- | | -------- | ---------------------- | ---------------------- | ------------ |
| Internet | 30 days | End of notice period | | Internet | 30 days | End of notice period | Manual |
| SIM | Immediate or scheduled | 1st of following month | | SIM | Immediate or scheduled | 1st of following month | Automatic |
| VPN | Immediate | Same day | | VPN | Immediate | Same day | Manual |
--- ---
@ -314,6 +312,8 @@ See [Incident Response Runbook](./incident-response.md) for incident communicati
## Related Documents ## Related Documents
- [Eligibility & Verification](../how-it-works/eligibility-and-verification.md)
- [Opportunity Lifecycle](../integrations/salesforce/opportunity-lifecycle.md)
- [Incident Response](./incident-response.md) - [Incident Response](./incident-response.md)
- [Provisioning Runbook](./provisioning-runbook.md) - [Provisioning Runbook](./provisioning-runbook.md)
- [Salesforce Requirements](../integrations/salesforce/requirements.md) - [Salesforce Requirements](../integrations/salesforce/requirements.md)