
Purpose – Step-Step guide for configuring and demoing partner scenarios
Target Audience – Sales Engineers, Sales Reps, Cloud Consulting
Scope – Service related partner scenarios only. This refers to ticketing flow. This document does not cover sales partner scenarios such as opportunity management.
Prerequisites-
Scenarios – Below are few variations of partner scenarios. Partners play different role – reseller, distributor, support partners. This solution applies to scenarios where partner is involved in support (ticketing) process.
Rest of this document illustrates setting Scenario 1. Same can be followed for others
As a C4C key user
2. Partner Workcenter - Create Partner Organization –Create Bear Data as a Partner (Screenshots required)
3. Partner Inspector - Create Mary, Joe and Jack as Partner Contacts for BearData. Specify email-id for these contacts. Note – this email id is the link for Cloud Portal access. (See screenshot below)
4. Account Inspector - Add Mary, Joe to Account Team of Verizon. See picture below. Do the same for other accounts. NOTE - Make sure you select Partner Contact in the Party Role.
C4C setup is all done here!
Demo - Ticket Flow
1. Mary (Bear Data contact for Verizon) logs into portal
2. Mary creates ticket on behalf of Verizon. Select Verizon in Customer drop down. See screen shot below. Note - Partner can also create ticket for themselves by leaving the customer drop-down blank!
3. C4C Agent responds to ticket
4. Mary reviews response on Portal
5. Mary closes ticket on Portal
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