Knowledge Base
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Topic

Process & Policy.

  1. Account Creation and Naming Standards When activating devices, proper account setup in NetSuite and Salesforce is vital to maintaining clean data. Note: All departments at Activation
  2. Activating a SIM Card Activating a controller’s SIM card is needed for the controller to communicate with our servers through the cellular network. Activation
  3. Activation Sales Order Process Overview When an IBR is activated in NetSuite, an Activation Sales Order (ASO) is created automatically. No manual ASO creation Activation
  4. Baseline Warranty Questions (FAQ) Frequently Asked Questions Where to find warranties? HPDS Legal Page How do I Initiate RMA?  HPDS RMA Processes‍  How do RMA
  5. Case Escalation Process Escalating Support Cases within Salesforce Important Notes: The escalation path is Tier 1 > Tier 2 >Tier 3 > Salesforce Cases
  6. Changing Account Permission and Access Levels At times you may want to prevent mobile users or WeatherTRAK Central users from making changes to station programming or Process & Policy
  7. Copying Data from an Existing Controller to a Replacement Controller in NetSuite This process will help you to accurately copy data from an existing controller to a replacement or upgraded controller in Activation
  8. Creating a Field Service Request Watch the video below for an overview of creating a field service request. Creating a Field Service Request Instructions 1. Salesforce Cases
  9. Creating a new WeatherTRAK User Account Granting Access to a WeatherTRAK Controller  To effectively manage controllers remotely, users must have access to the WeatherTRAK system through User Setup & Permissions
  10. Creating an RMA in Salesforce - for Baseline Products Make sure to first read Hydropoint RMA Processes. The following steps will outline how to create and populate the necessary RMA
  11. Creating an RMA in Salesforce - For WeatherTRAK Products This article outlines the full process for creating a WeatherTRAK RMA in Salesforce. BeforeThis article outlines the full process for RMA
  12. Differences with Associating Users with Account, Site, or Controller. When setting up a new user or editing an existing user, it is important to understand the differences between Account, User Setup & Permissions
  13. Escalation Process (current) Escalation Process Escalations can be originated externally as part of a customer-impacting incident, or internally from Support, Success, Sales, and Salesforce Cases
  14. Hydropoint RMA Processes HydroPoint RMA Procedure For any questions regarding warranty please see Product Warranty Questions ‍  What is an RMA An RMA or RMA
  15. Identifying Serial Numbers To validate Baseline warranty, first confirm whether the request is for a controller (which includes all internal components) or a RMA
  16. Missing NetSuite Install Base Record Delete Missing Install Base Records This article covers what information to gather from a customer/contact in order to determine Activation
  17. NetSuite Device Activation Setting up a WeatherTRAK Controller or WaterCompass Flow Monitor Devices need to be set up consistently across NetSuite and WeatherTRAK. Activation
  18. NetSuite Device Deactivation Process Deactivation Types & Special Handling                                      Before starting the process steps below, review this section to determine whether additional coordination or Activation
  19. NetSuite Order Entry: Sales Order Cycle Process Note: This process has been up to date as of Dec 2023. Latest Order Entry Process Found in Company Wide Order Entry
  20. New WT and BL User Salesforce Process & Pardot Automation (Legacy Do Not Use) Goal: Have a New WT or BL User Onboarding automated email journey that includes: 1. First 30 days – frequently sent User Setup & Permissions
  21. Order Cancellations Objective: To maintain data integrity, sales orders should be cancelled rather than deleted to ensure visibility for tracking and reporting Order Entry
  22. OXR Replacement Activation - ES-1422/ES-1559 Work Around This article will walk you through the workaround for ES-1422/ES-1599 Symptom: OXR replacement panels not collecting flow data.  When Activation
  23. Racetrac Special Handling This article explains how Support should handle RaceTrac cases involving hardware issues, warranty questions, or potential No‑Fault Warranty scenarios. Process & Policy
  24. Reactivation and Deactivation due to Delinquent Subscription The purpose of this document is to outline the steps required for reactivating WeatherTRAK CIM controllers that have been deactivated Activation
  25. Salesforce Open Case Monitoring Process Salesforce Case Handling Checklist: *  Agents should perform periodic daily reviews of all open cases in their assigned ownership queue to Salesforce Cases
  26. Salesforce Support Case Logging Delete Logging support cases accurately and completely It is critical to everyone's success that Salesforce cases are logged Salesforce Cases
  27. Shipping Schedules and Transit Times FedEx map outlines transit times for Standard Ground shipping from California. Please review and plan accordingly when scheduling and/or Order Entry
  28. Support Case Management - Salesforce Service Level Definitions Customer Support Service Level Definitions SLA (Service Level Agreement) Service delivery agreements published and available... [insert-question 966124] Salesforce Cases
  29. Transfer and Replace Procedure Update Table of Contents Step 1 - Collect Historical DataStep 2 - Copy Controller ConfigurationsStep 3 - Transfer and ReplaceStep Activation
  30. User Roles Reference Guide A description of user roles (Maintainer, Manager, Executive) and division of responsibility between customer and HydroPoint. Maintainers Resolve issues on-site, User Setup & Permissions
  31. WeatherTRAK Activation Processes Purpose This article contains all the activation process articles necessary to successfully activate a new controller, activate a controller that& Activation
  32. WeatherTRAK Sync Lock Occasionally, when performing an activation the controller will not be able to communicate with the WeatherTRAK server for the first Activation
  33. WeatherTRAK Warranty Questions (FAQ) Frequently Asked Questions Where to find warranties? HPDS Legal Page How do I Initiate RMA?  HPDS RMA Processes‍  How do RMA
  34. Workato Operations Timing Workato timing operations show how long it will take for data to link between Salesforce and NetSuite.  It's Order Entry
  35. WT Central User Access and Permission Levels 🚨IMPORTANT - Some accounts have special access requirements! Always review the account notes & this accordion for any approval conditions. User Setup & Permissions
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