237 lines
24 KiB
Markdown
237 lines
24 KiB
Markdown
# Cross-Reference Appendix
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Quick-reference tables mapping Customer Portal features to their corresponding records in WHMCS and Salesforce. Use this when you need to quickly look up where to verify something.
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## How the Systems Link Together
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Understanding how WHMCS and Salesforce are connected is essential for UAT. Here is the linking chain:
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### Customer Linking (established during signup)
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```
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Portal User ID ←→ WHMCS Client ID ←→ Salesforce Account ID
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(portal database stores this three-way mapping)
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```
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| System | Field | What It Stores |
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| ------------------ | ------------------------------------- | ----------------------------------------------------- |
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| WHMCS Client | Custom Field #198 ("Customer Number") | The Salesforce Account Number (`SF_Account_No__c`) |
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| Salesforce Account | `WH_Account__c` | The WHMCS Client ID in format "#1234 - Customer Name" |
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| Salesforce Account | `SF_Account_No__c` | The Customer Number (same value as WHMCS field #198) |
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**To verify the link:** Open the WHMCS Client's custom fields and find the Customer Number. Then search Salesforce for an Account with that same `SF_Account_No__c`. The Account's `WH_Account__c` field should contain the WHMCS Client ID.
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### Subscription / Opportunity Linking (established during provisioning)
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```
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WHMCS Service ←→ Salesforce Opportunity
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```
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| System | Field | What It Stores |
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| ---------------------- | ---------------------------- | ----------------------------- |
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| WHMCS Service | Custom Field "OpportunityId" | The Salesforce Opportunity ID |
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| Salesforce Opportunity | `WHMCS_Service_ID__c` | The WHMCS Service/Product ID |
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**To verify the link:** Open a WHMCS Service's custom fields and find the OpportunityId. Then open that Opportunity in Salesforce and check `WHMCS_Service_ID__c` matches the WHMCS Service ID.
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This bidirectional link is what makes cancellation work -- the portal uses it to find the right Opportunity to update.
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### Order Linking (established during provisioning)
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```
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Salesforce Order → WHMCS Order
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Salesforce OrderItem → WHMCS Service
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```
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| System | Field | What It Stores |
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| -------------------- | --------------------- | --------------------------------------- |
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| Salesforce Order | `WHMCS_Order_ID__c` | The WHMCS Order ID |
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| Salesforce OrderItem | `WHMCS_Service_ID__c` | The WHMCS Service ID for each line item |
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---
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## Salesforce Account Fields Reference
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These are the key fields on the Salesforce Account record that the portal reads and writes:
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### Portal-Specific Fields
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| Field Label | API Name | Set By | When | Values |
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| -------------------------- | ------------------------------- | ---------- | ---------------- | -------------------------------------------- |
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| Customer Number | `SF_Account_No__c` | Salesforce | Account creation | Unique identifier (matches WHMCS field #198) |
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| Portal Status | `Portal_Status__c` | Portal | Signup | "Active" |
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| Portal Registration Source | `Portal_Registration_Source__c` | Portal | Signup | "New Signup" or "Migrated" |
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| Portal Last Sign-In | `Portal_Last_SignIn__c` | Portal | Each login | Timestamp |
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| WHMCS Account | `WH_Account__c` | Portal | Signup | "#1234 - Customer Name" format |
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### Internet Eligibility Fields
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| Field Label | API Name | Set By | When | Values |
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| -------------------- | ------------------------------------------- | -------- | ---------------------------- | ----------------------------------------------------- |
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| Internet Eligibility | `Internet_Eligibility__c` | SF Agent | After manual NTT check | Speed value (e.g., "Cross 10G", "Hikari 1G") or empty |
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| Eligibility Status | `Internet_Eligibility_Status__c` | SF Agent | After review | Status of the check |
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| Request Date | `Internet_Eligibility_Request_Date_Time__c` | Portal | When customer requests check | Timestamp |
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| Checked Date | `Internet_Eligibility_Checked_Date_Time__c` | SF Agent | When agent completes review | Timestamp |
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### ID Verification Fields
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| Field Label | API Name | Set By | When | Values |
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| ------------------- | ---------------------------------------- | ----------------- | ------------------ | ---------------------------------------------------- |
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| Verification Status | `Id_Verification_Status__c` | Portal / SF Agent | Upload / Review | "Not Submitted", "Submitted", "Verified", "Rejected" |
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| Submitted Date | `Id_Verification_Submitted_Date_Time__c` | Portal | On document upload | Timestamp |
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| Verified Date | `Id_Verification_Verified_Date_Time__c` | SF Agent | After approval | Timestamp |
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| Note | `Id_Verification_Note__c` | SF Agent | After review | Internal notes |
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| Rejection Message | `Id_Verification_Rejection_Message__c` | SF Agent | If rejected | Reason shown to customer |
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### Standard Fields
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| Field Label | API Name | Description |
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| --------------- | ------------------------------------------------------------------------------------- | ----------------------------------------- |
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| Email | `PersonEmail` | Customer email address |
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| Phone | `Phone` | Customer phone number |
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| Billing Address | `BillingStreet`, `BillingCity`, `BillingState`, `BillingPostalCode`, `BillingCountry` | Customer address (snapshot at order time) |
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---
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## WHMCS Client Custom Fields Reference
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| Field ID | Field Name | What It Stores | Where to Find It |
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| -------- | --------------- | -------------------------------------------------------------------------------- | -------------------------------- |
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| **198** | Customer Number | Salesforce Account Number (`SF_Account_No__c`) -- the critical cross-system link | Client > Profile > Custom Fields |
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| **200** | Gender | Customer gender (Male, Female, Other) | Client > Profile > Custom Fields |
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| **201** | Date of Birth | Customer DOB | Client > Profile > Custom Fields |
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---
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## Salesforce Opportunity Stage Reference
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| Stage | Display | Meaning |
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| --------------- | --------------- | ------------------------------------------------------------------------ |
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| Introduction | Introduction | Initial interest (e.g., eligibility check requested) |
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| WIKI | WIKI | Low-priority lead |
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| Ready | Ready | Customer is eligible and ready to order |
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| Post Processing | Post Processing | Order has been placed, being reviewed |
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| Active | Active | Service is live |
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| △Cancelling | Cancelling | Cancellation requested, service still running until end of billing cycle |
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| 〇Cancelled | Cancelled | Service has been cancelled |
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| Completed | Completed | Service lifecycle complete |
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| Void | Void | Lost or not eligible |
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| Pending | Pending | On hold |
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---
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## Salesforce Case Origin Reference
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| Origin Value | Created By | Visible to Customer? | When Created |
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| ------------------- | --------------------------- | --------------------------------------- | ------------------------------------------------------------------------------------- |
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| Portal Support | Customer (via support page) | Yes -- appears in customer's cases list | Customer creates a support ticket |
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| Portal Notification | Portal (automatic) | No -- internal only | Order placed, eligibility requested, cancellation requested, ID verification uploaded |
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| Web | Public contact form | No -- unlinked to account | Guest submits contact form |
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---
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## Portal Action → WHMCS Records
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| Portal Action | WHMCS Object | Where to Find It | Key Fields to Check |
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| ----------------------------------- | --------------------- | --------------------------------------- | --------------------------------------------------------------------------------------------------------- |
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| **Sign up (new customer)** | Client | Clients > Client List > search by email | First Name, Last Name, Email, Phone, Address, Custom Fields (#198 Customer Number, #200 Gender, #201 DOB) |
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| **Sign up (migrate WHMCS account)** | Client (existing) | Clients > Client List > search by email | Confirm no duplicate created; Custom Field #198 now has Salesforce Account Number |
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| **Edit profile (email/phone)** | Client | Clients > Client List > open client | Email Address, Phone Number updated |
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| **Edit address** | Client | Clients > Client List > open client | Address 1, Address 2, City, State, Postcode, Country |
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| **Order provisioned** | Product/Service | Client > Products/Services tab | Product name, Status (Active), Billing Cycle, Amount, Custom Field "OpportunityId" = SF Opportunity ID |
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| **Order provisioned** | Order | Client > Orders tab | WHMCS Order created with line items |
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| **SIM plan change** | Product/Service | Client > Products/Services tab | Product name updated to new plan, Amount updated (takes effect 1st of next month) |
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| **SIM data top-up** | Invoice | Billing > Invoices > search by client | New invoice for top-up amount (500 JPY per GB), Status Paid |
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| **SIM reissue** | Product/Service | Client > Products/Services tab | Same WHMCS service ID -- no new service created |
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| **Voice feature toggle** | Add-on Services | Client > Products/Services tab | Voice Mail (pid 119), Call Waiting (pid 123) updated |
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| **View invoices** | Invoices | Billing > Invoices > search by client | Invoice Number, Status, Amount, Due Date match portal |
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| **Pay invoice** | Invoice + Transaction | Billing > Invoices > open invoice | Status changes to Paid; Transaction record created |
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| **Cancel subscription** | Product/Service | Client > Products/Services tab | Status changes to Cancelled at end of billing cycle |
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## Portal Action → Salesforce Records
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| Portal Action | Salesforce Object | Where to Find It | Key Fields to Check |
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| -------------------------------- | ----------------- | ------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------ |
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| **Sign up** | Account | Search by email or `SF_Account_No__c` | `Portal_Status__c` = Active, `Portal_Registration_Source__c`, `WH_Account__c` contains WHMCS Client ID |
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| **Sign up** | Contact | Under the Account record | Email, First Name, Last Name |
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| **Place an order** | Order | Account > Related > Orders | `Status`, `Type`, `OpportunityId`, service-specific fields (see doc 05 for full field list) |
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| **Place an order** | Opportunity | Account > Related > Opportunities | `StageName` = "Post Processing", `CommodityType__c`, `Opportunity_Source__c` contains "Portal" |
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| **Place an order** | OrderItem | Under the Order | `Product2Id`, `UnitPrice`, `Quantity`, `Billing_Cycle__c` |
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| **Place an order** | Case | Cases tab (not visible to customer) | Origin = "Portal Notification", Subject contains order info |
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| **Order provisioned** | Order | Same Order | `WHMCS_Order_ID__c` populated, `Activation_Status__c` = "Activated" |
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| **Order provisioned** | OrderItem | Under the Order | `WHMCS_Service_ID__c` populated for each item |
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| **Order provisioned** | Opportunity | Same Opportunity | `WHMCS_Service_ID__c` populated, `StageName` = "Active" |
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| **Create support case** | Case | Cases tab > search by Account | Origin = "Portal Support", `Subject`, `Priority`, `Status` |
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| **Reply to support case** | CaseComment | Under the Case | Comment body, Created Date |
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| **Upload residence card** | Account | Search by `SF_Account_No__c` | `Id_Verification_Status__c` = "Submitted" |
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| **Upload residence card** | ContentVersion | Account > Related > Files | Uploaded document file |
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| **ID approved by agent** | Account | Same Account | `Id_Verification_Status__c` = "Verified", `Id_Verification_Verified_Date_Time__c` set |
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| **ID rejected by agent** | Account | Same Account | `Id_Verification_Status__c` = "Rejected", `Id_Verification_Rejection_Message__c` has reason |
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| **Internet eligibility request** | Account | Search by `SF_Account_No__c` | `Internet_Eligibility_Request_Date_Time__c` set |
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| **Internet eligibility request** | Case | Cases tab | Origin = "Portal Notification", new Case created each time |
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| **Eligibility checked by agent** | Account | Same Account | `Internet_Eligibility__c` populated with speed value, `Internet_Eligibility_Checked_Date_Time__c` set |
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| **Cancel SIM** | Opportunity | Account > Opportunities | `StageName` = "△Cancelling", `SIMScheduledCancellationDateAndTime__c` set, `WHMCS_Service_ID__c` matches WHMCS service |
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| **Cancel SIM** | Case | Cases tab (not visible to customer) | Origin = "Portal Notification" |
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| **Cancel Internet** | Opportunity | Account > Opportunities | `StageName` = "△Cancelling", `ScheduledCancellationDateAndTime__c` set, `CancellationNotice__c`, `LineReturn__c` for equipment |
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| **Cancel Internet** | Case | Cases tab (not visible to customer) | Origin = "Portal Notification" |
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## Portal Feature → Data Source
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This table shows where each portal feature gets its data from. Useful for understanding which system to check when something looks wrong.
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| Portal Feature | Primary Data Source | Secondary Source |
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| --------------------------------- | --------------------------------------- | --------------------------------------- |
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| Dashboard - Active Services count | WHMCS (subscriptions) | -- |
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| Dashboard - Open Cases count | Salesforce (cases) | -- |
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| Dashboard - Recent Orders | Salesforce (orders) | -- |
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| Dashboard - Recent Activity | Portal database (aggregated) | WHMCS + Salesforce |
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| Dashboard - Task Cards | Portal (computed from multiple sources) | WHMCS + Salesforce |
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| Service Catalog / Plans | Salesforce (Product2, PricebookEntry) | -- |
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| Eligibility Status | Salesforce (Account fields) | -- |
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| Checkout / Order Submission | Salesforce (Order, Opportunity) | -- |
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| Order Real-time Tracking | Salesforce Platform Events → Portal SSE | -- |
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| Subscription List | WHMCS (Products/Services) | -- |
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| SIM Management (usage, voice) | Freebit (via portal backend) | WHMCS for billing |
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| SIM Plan Change | Freebit (execution) | WHMCS (billing update) |
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| SIM Data Top-up | Freebit (execution) | WHMCS (invoice creation) |
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| Invoices | WHMCS (Invoices) | -- |
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| Payments | WHMCS (Transactions) | -- |
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| Support Cases | Salesforce (Cases) | -- |
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| Identity Verification | Salesforce (Account + ContentVersion) | -- |
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| Notifications | Portal database | Triggered by Salesforce Platform Events |
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| Address | WHMCS (Client record) | Japan Post API (for lookup) |
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| Profile (name, DOB, gender) | WHMCS (Client record) | -- |
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| Profile (Customer Number) | Salesforce (Account `SF_Account_No__c`) | -- |
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## WHMCS Navigation Quick Reference
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| What You're Looking For | Where to Go in WHMCS |
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| --------------------------------------- | --------------------------------------------------------------- |
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| A customer's record | Clients > Client List > search by name or email |
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| A customer's services | Open Client > Products/Services tab |
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| Service custom fields (OpportunityId) | Open Client > Products/Services > click service > Custom Fields |
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| A customer's invoices | Open Client > Invoices tab, or Billing > Invoices |
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| A specific invoice | Billing > Invoices > search by invoice number |
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| Payment transactions | Open an Invoice > Transactions section |
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| Client custom fields (#198, #200, #201) | Open Client > Profile > Custom Fields section |
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| Payment methods | Open Client > Pay Methods tab |
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## Salesforce Navigation Quick Reference
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| What You're Looking For | Where to Go in Salesforce |
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| -------------------------------- | ----------------------------------------------------------------------------------------- |
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| A customer's account | Search globally by email or Customer Number (`SF_Account_No__c`), or Accounts tab |
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| Portal status fields | Open Account > check `Portal_Status__c`, `Portal_Registration_Source__c`, `WH_Account__c` |
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| WHMCS link verification | Open Account > check `WH_Account__c` contains WHMCS Client ID |
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| Internet eligibility | Open Account > check `Internet_Eligibility__c` and related date fields |
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| ID verification status | Open Account > check `Id_Verification_Status__c` and related fields |
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| Orders for a customer | Open Account > Related > Orders |
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| Opportunities for a customer | Open Account > Related > Opportunities |
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| Opportunity → WHMCS link | Open Opportunity > check `WHMCS_Service_ID__c` |
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| Cancellation status | Open Opportunity > check `StageName` for "△Cancelling" or "〇Cancelled" |
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| Support cases (customer-visible) | Cases tab > filter Origin = "Portal Support" |
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| Internal notification cases | Cases tab > filter Origin = "Portal Notification" |
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| Case comments/replies | Open a Case > Related > Case Comments or Email Messages |
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| Uploaded documents | Open Account > Related > Files (ContentVersion) |
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| Product catalog | Products tab (Product2 records) > check `Portal_Accessible__c` = true |
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