Onboard
An onboarding activation case is missing information, what do you do
What is tag or ping the onboarding case owner and advise what is missing
Another name for Charley
Confluence
We change this to move a case to another department
What is case record type
Once an onboarding case is assigned to activations name two things that need to be completed before activation can take place
Organization creation and MSSA signed
Tokens are available
Stations Installed and PP
Activation form
Quick way to find activation pages in one place
Activations Cheat Sheet
We follow this process to work our cases
What is
Notifications
Email received
Oldest to Newest
New Cases
When would an agent reach out to the customer regarding an onboarding case
Sending post activation email
Station not connecting
This is where you find numbers and emails for different departments
Contact List
This is the color of the ribbon to reference a child case
What is yellow
What do we do if a station is not connecting to the network and trouble shooting has been completed
Follow the OS child case creation process
Where you would find information about commissioning
2022 Commissioning Activations
You can search by one of these to find a parent case
What is
Org name
Org ID
Address
Serial Number
Contact name
Phone number
How do you know if you have an onboarding case
The case record type of the parent case will be customer onboarding
This is where you would find information about the OS/Act Process when OS assistance is needed during the Activations Process
ACT-Trouble Shooting
You would click to this to find any special instruction
What is the opportunity