# 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 | 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 The portal handles customer account creation automatically: 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 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 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 No manual Sales team setup is required. The portal handles all account provisioning. --- ## 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 For the complete eligibility and verification flow, see [Eligibility & Verification Guide](../how-it-works/eligibility-and-verification.md). ### CS Responsibilities When an eligibility request Case is received: 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 **SLA:** Standard check within 24-48 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 For the complete cancellation flow, see: - [Eligibility & Verification Guide - Cancellation](../how-it-works/eligibility-and-verification.md#cancellation-flow) - [Opportunity Lifecycle - Cancellation](../integrations/salesforce/opportunity-lifecycle.md#cancellation-flow) ### CS Responsibilities 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" 4. For Internet: Track equipment return via `LineReturn__c` field 5. Close the Case ### Cancellation Types | 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 | --- ## 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 - [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) - [WHMCS Mapping Reference](../integrations/salesforce/whmcs-mapping.md) - [Complete Operations Guide](../how-it-works/COMPLETE-GUIDE.md) --- **Last Updated:** December 2025