Onboarding Basics

Purpose

In this article, let's define a few onboarding basics. This will help you better understand next steps for Stage 1 signups and Stage 2 registrations, and guide you in taking action when those tickets, or associated tickets (MBD approval/rejection) arrive in FreshDesk. This also provides guidance in relation to the onboarding tracker. 

• Registration stage 2 for UK - Chris will qualify and approve or reject. As long as he is listed as MBD, you can close the ticket. 
• Registration stage 2 for US - if MBD assigned then approve onboarding (see email or this link). Check company name, and domain, and maybe website -- if it looks fishy, please put on watchlist if needed. 
• Registration stage 1 for UK - assign to Chris and add Chris as MBD then close the ticket
• Registration stage 1 for US - Close once MBD is assigned. Check Cindy's notes if any and action as appropriate. 
• CTE - Once billing is requested, the CTE should be available to add
• You can check SBP excel file (kds Neo1 accounts list) to see where they are at with the builds. If it says in the 'Status' column that they can't sync the profile or something, go to Neo1 and sync the company and let Savita Barik know on zoom that she can try again
• NFP billing, check under files in SFDC. If document is there approve for NFP billing. If not there but they registered as NFP then check MBD notes, if no mention of NFP then confirm normal billing table. If they have mentioned NFP then wait for them to add the doc to files in the account
• DK/CAPID should be setup within 24 hours (48 since they had a change but this should go back to 24 hrs soon) if you see in the tracker it is not done, go to the case in SFDC and check if there is a comment, as there may be something missing. This is the same for billing.
  
  
• If MBD rejects the account and OB hasn't been triggered but we have approved it, then go to FS and change 'Onboarding Approval Given' to No. Lock the Neo1 account. Then add a note in FS confirming this is rejected and locked. Be sure to delete that account line from the onboarding tracker. 

• If MBD rejects,  but we have already started OB then cancel any tasks already pending and decommission anything that has been already completed. I change the line in the tracker to red so we can see what was done in case there are some issues/questions decom the partially completed account

Tip: For questions regarding the onboarding of specific accounts, please share in the Onboarding slack channel.