SOP: CCR Credit Processing Field Completion
Purpose
This SOP defines field ownership and completion requirements for the Credit Processing section of CCR cases in Salesforce.
Scope
This process applies to all CCR cases that require credit processing.
Field Ownership
Field | Responsible Team |
One-Time Credit Amount | CSM Team |
Credit Type | CSM Team |
Requested Credit Date | CSM Team |
Impact | Billing Team |
Credit Applied | Billing Team |
Total Credit Amount Applied | Billing Team |
Effective Credit Date | Billing Team |
Credit Memo | Billing Team |
Requirements
The CSM Team must complete only the following fields before routing the case for Ops review and approval:
- One-Time Credit Amount
- Credit Type
- Requested Credit Date
The Billing Team must complete all remaining Credit Processing fields after the case has been approved and routed for billing review.
The CSM Team should not enter information in Billing-owned fields unless specifically instructed.
Field Definitions
Credit Memo
Enter the Credit Memo Invoice No. from the billing system.
Effective Credit Date
Enter the date the credit was applied and entered into the billing system.
Procedure
- The CSM Team completes the CSM-owned fields listed above.
- The CSM Team routes the case for Ops review and approval.
- After approval, the Billing Team completes all Billing-owned fields listed above.
- The Billing Team confirms the credit information matches the billing system.
- The CCR case may be closed only after all required Credit Processing fields have been completed by the correct team.
Case Closure Requirement
Do not close a CCR case until all Credit Processing fields have been completed according to the field ownership table in this SOP.
