create `Support Level` asset that's accessible at account level

[cmpera]

background

• similar to #13
• capture Support Level as an asset, so we can create similar tracking mechanisms to accurately track Support tiers at the account level, as well as associated ACV with each deployment option

approach

• similar to Deployment at the account level, we likely want to have a rollup of the active Support products at the opportunity level
• if an account does not have a specified Support Level then default should be set to Standard

cc @jeffkaplan88 for visibility

[jeffkaplan88]

Thanks @cmpera! As we discussed, key to this among other things is Sales Reps becoming consistent in have separate line items in SF opps / quotes to show Support package (even if priced with 100% discount).

[ldieye]

Hey @cmpera and @jeffkaplan88 !

I'm looking into this right now. :) I've built the rollup to pull the support product but I won't know for another 14 minutes if it worked or not. Also I still have to add the ACV and also figure out how to have the field read as "standard" when there are no support products.

I'm working it out. :)

[ldieye]

I'm realizing this will be more expedient if we loop Marta in. Thanks for the suggestions @ruipperez !

[ldieye]

(I am getting somewhere though!)

[cmpera]

soooo...now that the new layout is live....is this something we can pick up again?

my biggest concern with what's displayed right now is that it's pulling from external customer quotes, so does not give us the standardization / insights that we need. happy to discuss on a call if that's helpful

[ruipperez]

@ldieye - what's the status of this? Shall we get help from Marta once she's back? Let me know please :)

[ruipperez]

@cmpera - shall we have a quick call so I understand exactly what you need?

[cmpera]

sure! - threw some time on our calendar for tomorrow, 13 Sept, @ruipperez but feel free to move as necessary

[ruipperez]

So I spoke with Marta today and it seems the best option as the first step is to export in Excel all Active products and add 2 columns that will be then imported as fields in SF (within the details section of the product, see screenshot below):

• column stating if that product has support
• column stating the type of support

By doing this, we will be able to easily filter in reports and keep track of the support packages. It will also guarantee that nothing breaks if we add new products/packages in the future as those fields will need to be populated as the current "subscription" field for instance.

We're also looking into the best option to gather all support products (within a quote) so we have a "summary" of those in the Support section of the opp.

Thoughts?

[cmpera]

@ruipperez this seems like a very reasonable 1st step if we are aligned on going down this route.

as another update, spoke today with @alexsroth about the approach we discussed. i think we need to also discuss with him and @alberhander to ensure the sync can be set up between SFDC and Zendesk as we were imagining.

[ruipperez]

@cmpera Yeah, please take a look at the other ticket, I just posted an interesting article re integration...

[ruipperez]

HI! I've exported all active products in SF and create a list of unique values to add the 2 columns that we need as a starting point. There are few products that I don't know if they include support and/or the type of support as the description does not state it. Could someone please help me to finalize the list so I can move forward? Thanks a lot!

[cmpera]

request for access 🙏

[ruipperez]

Hi! So they new fields are now in SF. I still have few support products without type but there are just a bunch so we can update manually if required. You can take a look here of the records updated. And also take a look at the product description in SF.

Next step to build the formula that brings together all Support Types within an opp. Stay tunned!

[cmpera]

@ruipperez awesome progress already! can you share access to the google doc? I still can't get in...

[ruipperez]

Hi! So, we have the below ready in Sandbox! We could also have instead of 4 fields, 1 formulated field condensing all the info (i.e. Basic=0; Standard=0; Premium=2; Elite=1)

Thoughts??

[ruipperez]

So this is back on the game now. I gave access to @pablomoniz to the Testing Sandbox so he could retake the integration with Zendesk (now that the new version is live) and this bit will be part of that project #2360.