CONTEXT / SCOPE
The CS Department and the FMC Department share what are called hybrid accounts. An account is considered hybrid when having Learning and/or Compliance purchased, as well as our Fully-Managed Credentialing Service. This SOP aims to provide clear understanding of circumstances and workflow for these accounts, to aid in their efficient onboarding, adoption and ongoing management.
IMPACTED TEAMS
CSM Team
CS Operations
GLOSSARY
CSM – Customer Success Manager
LMS- Learning Management System
CRED SOFT - Self-Managed Credentialing Software(Credentialing Software)
CRED SERV - Fully Managed Credentialing Service (Credentialing Service)
SF - Salesforce
FMC - Fully-Managed Credentialing
POC - Point of Contact
RSM - Regional Sales Manager
TL - Team Lead
SYNC MEETING- A 15-minute Google Meets meeting between FMC TL and CSM, to discuss account expectations and onboarding call takeaways.
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TABLE OF CONTENTS
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When a net new hybrid account is marked as “Closed Won” these are the processes both involved departments follow:
The CS Ops Department
CS Ops will take care of these tasks below:
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Reach out to the FMC department via Slack to inform them about the new account.
The FMC Department
Once the FMC department receives notification on the account, their internal process follows along these lines:
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Synchronizing and Mutual Workflow
Onboarding the Account
The FMC TL and the CSM will carry on with their onboarding calls as per their internal processes. Once both onboarding calls are completed (notes should be updated in the Onboarding Object at this point). If there are any issues surfacing in the account, they will be met in a created Slack channel, involving both departments.
System Updates, Maintenance and Tickets
System usage and current work could be affected by one or more of the following:
There is a bug or system error, and our development department is currently working on the affected account(s) to solve it. If there is a support ticket created and being worked on, the CSM and FMC TL should keep each other informed on further developments and updates. If there is a ticket that needs to be created, the CSM will inform the FMC TL of status and new developments.
The account has purchased an Integration, and one or more of the issues below may arise. For any of those, it is important to stay informed, and create the appropriate support request: a support ticket for the Integrations team to work on. On the CS side, the CS will request assistance using the product-support slack channel. Then, follow as per the specialists’ instructions in order to get resolution.
Users are appearing duplicated in the Employee Center. This could be due to:
An admin created/has been creating users in LMS, and they are also passing over from the source platform (for example, ADP or Paylocity).
There is an error or issue with the Integration.
The source platform is being mishandled or changes are being made that affect the integration.
Users start disappearing.
Locations, departments and positions start being affected.
Employee statuses are not reflecting in LMS (for example, Terminated/Prospect/Inactive employees).
The Product and Development teams are working on system updates and/or maintenance. It is important for both departments to know, so the account admin can be accurately informed.
Touching Base
If for whatever reason both departments need to touch base regarding the account, please follow this process:
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