Sometimes customers ask that a colleague be given the ability to manage a subscription. This can be accomplished provided they also have a CustomersDot account.
Prior to following the below steps, ensure the requester should have access to the subscription.
owner
permissions in the
group associated with the subscription, they are eligible for subscription
management.Add subscription management contact workflow
Before we add subscription management contact, we need one of the following:
Once, we got one of the above, we can proceed to change/add subscription management contact by:
Edit
pageZuora ID
and Salesforce Account ID
from the existing account to the new account and select Save
Contact Change Workflow
If the customer request to change contact, we should ask for the subscription information mentioned in Add subscription management contact workflow above. Then confirm with the customer whether the cases below match their goal:
Cases | Response | Actions |
---|---|---|
Transfer the subscription management to the new email |
Yes | Copy the Zuora ID and Salesforce Account ID from the existing account to the new account on CustomerDot and select Save . |
Stop managing subscription management on the existing email |
Yes | Remove the Zuora ID and Salesforce Account ID from the existing account on CustomerDot and select Save . If No , do not update the existing account. |
Also change future renewal related email to the new email or keep it to the existing email |
Yes | Pass to Billing team use Zendesk Account Receivable macros and let them know that the contact on SFDC and Zuora needs to be updated to the new email . |