12eb9fd763
- 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.
326 lines
11 KiB
Markdown
326 lines
11 KiB
Markdown
# External Processes and Team Handoffs
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This document describes operational processes that occur outside the Customer Portal but are necessary for system operation and customer service.
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---
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## Process Ownership Matrix
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| Process | Owner | Trigger | Dependencies | Documentation |
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| ----------------------------- | ----------------- | ------------------------- | --------------------------- | -------------------------------------------------------------------- |
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| CS Order Approval | CS Team | Order in "Pending Review" | Salesforce access | CS training docs |
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| Internet Eligibility Check | CS Team | Eligibility request Case | Customer address info | [Eligibility Guide](../how-it-works/eligibility-and-verification.md) |
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| ID Verification Review | CS Team | Document upload | Salesforce Files access | [Eligibility Guide](../how-it-works/eligibility-and-verification.md) |
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| WHMCS Product Setup | DevOps | New product launch | WHMCS Admin access | This document |
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| Salesforce Flow Maintenance | SF Admin | Feature changes | SF Admin + Dev access | SF Flow documentation |
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| Freebit Account Configuration | Partner Relations | New SIM products | Freebit partner credentials | Freebit contract docs |
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| SSL Certificate Renewal | DevOps | Expiration alerts | Certificate provider access | This document |
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| Database Backups | DevOps | Scheduled / On-demand | DB Admin access | [Database Operations](./database-operations.md) |
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---
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## Customer Onboarding Flow
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The portal handles customer account creation automatically:
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1. **New Customer Sign-Up** (Portal)
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- Customer provides email, name, address, and phone
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- Portal creates Salesforce Account and Contact automatically
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- Portal creates WHMCS client automatically
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- Portal creates ID mapping linking portal user → WHMCS → Salesforce
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2. **Existing WHMCS Customer** (Portal)
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- Customer signs up with their email
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- Portal detects existing WHMCS account
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- Customer authenticates via WHMCS credentials
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- Portal links to existing Salesforce account via Customer Number
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3. **Legacy Customer with Customer Number** (Portal)
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- Customer provides their Customer Number during sign-up
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- Portal looks up existing Salesforce account
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- Portal creates or links WHMCS client
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- Portal creates ID mapping
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No manual Sales team setup is required. The portal handles all account provisioning.
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---
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## Order Approval Flow
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### CS Review Process
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When an order is placed, CS must review and approve:
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**Order Review Checklist:**
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1. [ ] Verify customer identity matches Salesforce Account
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2. [ ] Confirm product eligibility (Internet type matches eligibility)
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3. [ ] Verify installation address is serviceable
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4. [ ] Check for duplicate active services
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5. [ ] Review any special instructions or notes
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**Approval Actions:**
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- Approve: Set Order `Status = Approved`
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- Triggers provisioning workflow automatically
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- Reject: Set Order `Status = Cancelled`
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- Add rejection reason to Order notes
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- Customer is notified via portal
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**SLA:**
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- Standard orders: Review within 2 business hours
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- Priority orders: Review within 30 minutes
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### Escalation Triggers
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Escalate to supervisor if:
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- Customer disputes eligibility result
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- Multiple orders from same account in short period
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- Order value exceeds threshold
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- Address verification fails
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---
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## Internet Eligibility Process
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For the complete eligibility and verification flow, see [Eligibility & Verification Guide](../how-it-works/eligibility-and-verification.md).
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### CS Responsibilities
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When an eligibility request Case is received:
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1. Perform NTT serviceability check (manual process)
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2. Update Account eligibility fields:
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- `Internet_Eligibility__c` = result (e.g., "Apartment 1G", "Home 1G")
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- `Internet_Eligibility_Status__c` = "Checked"
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- `Internet_Eligibility_Checked_Date_Time__c` = current timestamp
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3. Update linked Opportunity stage:
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- Eligible → Stage: "Ready"
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- Not Eligible → Stage: "Void"
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4. Close the Case
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**SLA:** Standard check within 24-48 business hours.
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---
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## ID Verification Process
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For the complete ID verification flow, see [Eligibility & Verification Guide](../how-it-works/eligibility-and-verification.md).
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### CS Responsibilities
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When a document is uploaded for manual review:
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1. Review uploaded residence card in Salesforce Files
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2. Verify document validity and identity match
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3. Update Account verification fields:
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- `Id_Verification_Status__c` = "Verified" or "Rejected"
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- `Id_Verification_Verified_Date_Time__c` = current timestamp (if verified)
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- `Id_Verification_Rejection_Message__c` = reason (if rejected)
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**Note:** Many ID verifications are auto-approved. CS only reviews flagged cases.
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---
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## Cancellation Request Process
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For the complete cancellation flow, see:
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- [Eligibility & Verification Guide - Cancellation](../how-it-works/eligibility-and-verification.md#cancellation-flow)
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- [Opportunity Lifecycle - Cancellation](../integrations/salesforce/opportunity-lifecycle.md#cancellation-flow)
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### CS Responsibilities
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When a cancellation Case is received:
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1. Verify customer authorization
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2. Confirm scheduled cancellation date (25th rule applies)
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3. On scheduled date:
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- Terminate service in WHMCS
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- Update Opportunity stage to "△Cancelled"
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4. For Internet: Track equipment return via `LineReturn__c` field
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5. Close the Case
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### Cancellation Types
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| Type | Notice Period | Effective Date | WHMCS Action |
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| -------- | ---------------------- | ---------------------- | ------------ |
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| Internet | 30 days | End of notice period | Manual |
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| SIM | Immediate or scheduled | 1st of following month | Automatic |
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| VPN | Immediate | Same day | Manual |
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---
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## Product Configuration
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### Adding New Products
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When launching new products, coordinate between teams:
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**1. Salesforce Setup (SF Admin)**
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- Create Product2 record
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- Set required fields:
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- `Name`, `StockKeepingUnit`
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- `WH_Product_ID__c` (WHMCS product ID)
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- `Billing_Cycle__c`
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- `Item_Class__c` (Service, Activation, Add-on)
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- Add to portal Pricebook (`PORTAL_PRICEBOOK_ID`)
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**2. WHMCS Setup (DevOps/Billing)**
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- Create product in WHMCS Products/Services
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- Configure pricing and billing cycle
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- Set up any required custom fields
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- Test product creation via API
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**3. Portal Verification (Development)**
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- Verify product appears in catalog
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- Test checkout flow with new product
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- Confirm provisioning works correctly
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**4. Documentation (All Teams)**
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- Update product documentation
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- Add to [WHMCS Mapping Reference](../integrations/salesforce/whmcs-mapping.md)
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### Product Change Checklist
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- [ ] Salesforce Product2 updated
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- [ ] WHMCS product updated
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- [ ] Pricing synced between systems
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- [ ] Portal cache cleared
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- [ ] Tested in staging environment
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- [ ] Documentation updated
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---
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## Salesforce Flow Maintenance
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### Record-Triggered Flows
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The portal depends on these Salesforce Flows:
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| Flow | Trigger | Action |
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| ----------------------- | ---------------------------------- | ------------------------------------ |
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| Order Approval Flow | Order Status → Approved | Publish `OrderProvisionRequested__e` |
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| Eligibility Update Flow | Account eligibility fields changed | (Optional) Notify customer |
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### Flow Change Procedure
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1. **Development** (SF Admin + Dev)
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- Clone existing Flow for modification
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- Test in Salesforce Sandbox
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- Document changes
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2. **Deployment** (SF Admin)
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- Schedule deployment during low-traffic period
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- Notify development team
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- Activate new Flow version
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3. **Verification** (Dev + QA)
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- Test affected portal functionality
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- Verify Platform Events are received
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- Check BFF logs for any errors
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4. **Rollback Plan**
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- Keep previous Flow version available
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- Document rollback procedure
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- Have SF Admin available during deployment
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---
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## SSL Certificate Management
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### Certificate Inventory
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| Domain | Provider | Expiration | Renewal Process |
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| ------------------ | ------------- | ---------- | --------------- |
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| portal.example.com | Let's Encrypt | Auto-renew | Automated |
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| api.example.com | Let's Encrypt | Auto-renew | Automated |
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| whmcs.example.com | [Provider] | [Date] | Manual |
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### Renewal Procedure
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**Automated (Let's Encrypt):**
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- Certbot runs automatically
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- Monitor for renewal failures
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- Alert if cert expires within 14 days
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**Manual:**
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1. Generate CSR
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2. Submit to certificate provider
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3. Complete domain verification
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4. Download and install certificate
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5. Restart affected services
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6. Verify certificate in browser
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### Certificate Expiration Alerts
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- 30 days: Warning notification
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- 14 days: Urgent notification
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- 7 days: Critical alert
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---
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## Credential and Access Management
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### Access Request Process
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| System | Request To | Approval By | Access Level Options |
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| ---------- | ---------- | ----------- | --------------------- |
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| Salesforce | SF Admin | Manager | Read-only, CS, Admin |
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| WHMCS | DevOps | Manager | Staff, Admin |
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| BFF/Portal | DevOps | Tech Lead | Developer, Operator |
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| Database | DevOps | Tech Lead | Read-only, Read-write |
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### Offboarding Checklist
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When a team member leaves:
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- [ ] Revoke Salesforce access
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- [ ] Revoke WHMCS access
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- [ ] Remove from deployment systems
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- [ ] Rotate any shared credentials they had access to
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- [ ] Update on-call schedules
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- [ ] Transfer ownership of documentation
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---
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## Communication Channels
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### Team Contacts
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| Team | Channel | Escalation |
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| ----------- | --------------------- | ------------- |
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| Development | [Slack/Teams channel] | Tech Lead |
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| CS Team | [Slack/Teams channel] | CS Manager |
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| Sales Team | [Slack/Teams channel] | Sales Manager |
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| DevOps | [Slack/Teams channel] | Ops Lead |
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| SF Admin | [Email/Slack] | IT Manager |
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### Incident Communication
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See [Incident Response Runbook](./incident-response.md) for incident communication procedures.
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---
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## Related Documents
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- [Eligibility & Verification](../how-it-works/eligibility-and-verification.md)
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- [Opportunity Lifecycle](../integrations/salesforce/opportunity-lifecycle.md)
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- [Incident Response](./incident-response.md)
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- [Provisioning Runbook](./provisioning-runbook.md)
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- [Salesforce Requirements](../integrations/salesforce/requirements.md)
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- [WHMCS Mapping Reference](../integrations/salesforce/whmcs-mapping.md)
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- [Complete Operations Guide](../how-it-works/COMPLETE-GUIDE.md)
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---
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**Last Updated:** December 2025
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