Missing Install Base Records
This article covers what information to gather from a customer/contact in order to determine if it is in fact a missing install base record, part of virtual inventory, or something else.
This process requires diligent research and investigation in order to properly identify the cause and resolution. Make sure to place all of the following info in the salesforce support case.
What to Gather
(these include examples to give the context of what info we want)
Controller Serial Number (old and new if applicable)
Old: 09006673
New: 09102572- SIM Card Number (related SIM record will need to be created separately) 89014103272192507834
- Original Sales Order (if available) Any sales info they do have can be helpful. (ex: from a distributor not Hydropoint)
- Customer and Subscription Info (if SO is not available)
CU068906 Kaiser Permanente - NCA - Oakland - 3751 Broadway
Sub from old SN info only available - 3/31/2024 - All Standard New Activation Information
Replacing SN 009006673 - Item SKU 750PANLTE
Current Status (Include the entire history of the controller if possible. Was this activated in WT already?, account/site/controller info, etc…)
Account: Kaiser Permanente
Site: NCAL CA Oakland - 3751 Broadway- Salesforce Support Case (every piece of info we gather from this list should be in the case notes.)
Once you have gathered all possible information. Consult with Tier 2 or your supervisor if they are not available.
Error
Need to create process for T2/suprvisor