Assist_Design/docs/operations/external-processes.md

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.

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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

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Customer Onboarding Flow

Pre-Portal Setup (Sales Team)

Before a customer can use the portal, Sales must complete these steps:

1. Create Salesforce Account

   • Create Account record with customer details
   • Assign unique SF_Account_No__c (Customer Number)
   • Set initial account status

2. Verify Customer Information

   • Confirm contact details
   • Verify billing address
   • Complete KYC requirements if applicable

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

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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

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Internet Eligibility Process

Request Flow

1. Customer submits eligibility request (Portal)

   • Creates Salesforce Case (Type: Eligibility Check)
   • Updates Account fields to "Pending"
   • Creates/updates Opportunity (Stage: Introduction)

2. CS reviews request (Salesforce)

   • Verify address details
   • Check service availability databases
   • Determine eligibility type (Apartment 1G, Home 1G, etc.)

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

4. Customer sees result (Portal)

   • Portal reads updated Account fields
   • Catalog shows eligible products

SLA:

• Standard check: 24-48 business hours
• Express check: 4 business hours

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Cancellation Request Process

Customer-Initiated Cancellation

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

2. CS reviews request (Salesforce)

   • Verify customer authorization
   • Check cancellation terms and fees
   • Confirm scheduled date

3. CS processes cancellation (WHMCS + Salesforce)

   • Cancel service in WHMCS (if not automatic)
   • Update Opportunity stage to "△Cancelled"
   • Close the Case

4. Final billing (WHMCS)

   • Generate final invoice if applicable
   • Process any prorated refunds

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

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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

Product Change Checklist

• Salesforce Product2 updated
• WHMCS product updated
• Pricing synced between systems
• Portal cache cleared
• Tested in staging environment
• Documentation updated

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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

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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

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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

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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 for incident communication procedures.

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Related Documents

• Incident Response
• Provisioning Runbook
• Salesforce Requirements
• WHMCS Mapping Reference
• Complete Operations Guide

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Last Updated: December 2025