Replace a SIM Card (Managed Package)

If a subscriber's SIM card is damaged or if a subscriber buys a new device and their current SIM card doesn't work with the new device, a subscriber might request that their SIM card be replaced. This workflow enables agents to accept a request to replace a SIM card.

This feature is part of the Communications Cloud managed package.

Note

Don't run this workflow with a subscriber provided as part of the sample data in your Multiplay Subscription Management org. Use this workflow only for subscribers that were added by using either the Explore and Join workflow or the Bulk Upload tool.

The following diagram shows the sequence of actions in the Replace a SIM card process. After the subscription's eligibility is confirmed, the process then checks that the subscriber has no open order. The agent then confirms the delivery and shipping address, and the system gets and adds the SIM details to a new order with the appropriate shipping and replacement fees. The current SIM is disconnected, the MSISDN is added to the new SIM card, and the agent checks the order summary and can wave the replacement fee.

1. Use Interaction Launcher to verify a subscriber and start a customer interaction.
2. On the subscription card, click Actions, scroll down to the SIM section, and click Request SIM replacement.
3. Select the number provided by the subscriber, and click Next.
4. Select a reason for replacing the SIM card, and click Next.
5. Select a shipping option and specify a shipping address, then click Next.
6. Review the details and click Next.
7. This workflow assumes that payment is made over IVR. If payment is successful, click Yes and then click Next.
8. The order is placed. Click Back to home to exit the workflow.
   

   Note

   The order orchestration plan includes one or more Manual Task items. These tasks must be completed in the order management system for the order to complete.