Add New Subscribers Using Guided Selling in Multiplay Subscription Management (Managed Package)

Your agents can guide new subscribers through the journey of selecting and purchasing an offer.

This feature is part of the Communications Cloud managed package.

When an agent launches a guided selling workflow, the agent first captures the details of the caller and checks or skips serviceability. The agent then browses and configures products for the caller and proceeds to checkout, thereby adding the caller as a new subscriber.

This on-boarding journey creates an account and a contact for the new subscriber and relates them by an Account-Contact relationship. The contact plays 'owner;payer;user;' roles for the account. It also initiates a customer interaction and an interaction topic, and it terminates them at the end of the journey. It also places an order with the pricelist B2C in the order management system.

The new subscriber receives a welcome email by the end of this journey. If the service is enabled to be tracked as a subscription, then a subscription record is created and linked with the service. The new subscriber must follow the instructions in the welcome email to set their password and access the customer self service portal.

Note

We’ve deprecated the flow to add new subscribers from Shop in the App Launcher.

Note

If you want to create a dummy subscriber for testing purposes, don't provide an email ID that is already in use in the org. You can provide a dummy email ID, but then you won't receive the welcome email containing the link to set the user's password. In that case, you can use the Developer Console to set the user's password. See Reset a User's Password Using the Developer Console.

Note

There's a limit on the number of emails that can be sent per day. If the number of emails sent from your org hits that limit, any new subscribers you add won't receive the welcome email. So these subscribers won't be able to set their password and access the customer self service portal. If you want to add dummy users for testing purposes, you can use the Developer Console to reset their password. Otherwise, to register new subscribers, try again the next day.For information about the daily limits on email, see the knowledge article Trial and free organization email limits.

As an agent, you can perform the following steps to add a caller as a new subscriber:

1. Launch the guided selling workflow based on your knowledge of the caller. The launching point varies based on your knowledge of the caller as described in the two following cases.

   Case 1: You verify and find that the caller isn't an existing customer using the Interaction Launcher and launch a guided selling workflow to add the caller as a new subscriber.

   • When zero search results appear in the Interaction Launcher, click the New Customer icon .

     The Capture Details page appears.

   Case 2: You're already aware that the caller needs to be added as a new subscriber.

   • Go to Add New Customer in the App Launcher.

     The Capture Details page appears.

2. On the Capture Details page, select a title and enter the caller’s first name, last name, and phone number(optional). Then click Next.
3. You can either check serviceability to see if services are offered in the caller’s area, or skip it. If you perform the serviceability check, then only serviceable products appear in the Cart.

   If you select Check Serviceability:

   • Enter the caller's address details and click Next. The Serviceability Result page shows Serviceable/Unserviceable. You can click Previous to try checking serviceability for another address.

     

     Note

     If the services that the caller wants are not serviceable, then the caller can choose to end the flow and the agent can click Cancel on the Serviceability Result page. Or, they can go ahead and choose different services by clicking Next. If a caller wishes to be contacted whenever a service is available in their area, then click Notify Me and enter the product details and the email address of the caller. Then click Submit and end the flow by clicking Cancel.

   • Click Next.

   If you select Skip Serviceability, you will not be able to check the available services at the caller’s location. However, you can visit the catalog to find available plans. Click Next.

4. You can browse, select, and configure products for the caller in the Cart tab or the Catalog tab as you have launched the LWC CPQ at this point.
5. When you're done, ensure that no errors are found in the cart items, and then click Checkout.
6. The Manage Profile page appears.
   1. Update or enter the caller's basic details, such as the first name, the last name, and an email address that must be unique. These details are mandatory.
   2. Enter the address details in the Address Details section. If you performed the serviceability check, then this section is auto-populated. You can edit the details if the caller requires a billing address other than the one used for the serviceability check.
   3. Select the billing cycle under Select Billing Cycle.
      

      Note Selecting and setting billing details is advisable even if no billable products have been added to the cart. This is because the account can be a billing account for purchases made in the future.
   4. Select the billing preference.
   5. Read the terms and conditions, and select the I understand and agree to the Terms and Conditions checkbox. Selecting this checkbox is mandatory to continue the flow.
   6. Select the I would like to receive marketing offers from the provider checkbox based on the caller's preference. Click Back to Cart if you want to modify the cart items, and then click Checkout to return to the Manage Profile page.
7. If you added tangible products to the cart, then the Delivery Methods page appears. Select the required shipping option under Manage Delivery.

   If you select Shipping:

   • Select the required shipping option.

   • Select Pick Shipping Address or Add New Shipping Address under Manage Addresses.

   • Click Next.

   If you select Pickup:

   • Select the pickup date.

   • Select the store.

   • Click Next.

8. On the Review Order page, review the order details, applied adjustments and discounts, applied promotions, and the billing profile.
   

   Note

   You can also click Edit Order to go back to the cart and add or remove products, and follow the checkout process again.

9. When you're done, click Proceed to pay on the Review Order page.
   

   Note

   If no one-time payment is required to be made, then click Next to submit the order and view the order summary.

10. If the payment is successful, click Yes and then click Next to place the order.
11. Click Finish to exit the workflow.