Commit 01429201 authored by Firdaws Farukh's avatar Firdaws Farukh Committed by John Lyttle
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Update workflow steps for updating customer organization name

parent 069c684f

content/handbook/support/license-and-renewals/workflows/updating_customer_organization_name.md

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@@ -17,9 +17,25 @@ Before processing the request, please ask the customer for **legal proof of orga 
We can provide the following instruction to update the [CustomersDot](https://customers.gitlab.com/customers/sign_in) information:



1. Sign into [customers portal](https://customers.gitlab.com/customers/sign_in)

1. Navigate to `My Account` → `Account details`

1. Change the Company name in `Company details`

1. [Follow the steps to change the company information](https://docs.gitlab.com/subscriptions/customers_portal/#change-your-company-details).



This will update future auto-generated invoices. To change the name in `Zuora`, use the `General::Forms::Incorrect form used` macro to request the ticket be transferred to the correct team (Accounts Receivable) by Support Readiness to process the request.

This will update future auto-generated invoices. Updating the information in CustomersDot would trigger a sync to update `Zuora` as well.



To change the name in `SFDC`, find the account in Salesforce and chatter the Sales support team ([at]sales-support) as well as the account manager, letting them know about the change. Include the ticket link as reference.
 
To change the name in `SFDC`:



1. Find an open Opportunity in the SFDC Account.

1. [Follow the steps here](/handbook/legal/customer-negotiations/#how-to-reach-the-legal-commercial-team) to open a `Legal Request`.

   - Select `Assignment/Transfer/Novation Agreement` as the `Type of Legal Request`.

   - Select `Assist with answering legal question or questionnaire` under `Summary of actions(s)`.

   - Enter the Zendesk ticket link and a summary of the request in the `Notes` field.

   - Upload the legal proof of organization name change document shared by the customer.

1. After getting the approval from Legal, open a Sales Ops case:

   - From the SFDC account page, click on `Request Support`.

   - Choose `Sales Ops` and click `Next`.

   - Choose `Account name changes` under `General Account Support` dropdown list.

   - Copy and paste the link to the Legal case above.

   - Click `Submit`



Once you get a confirmation from Sales Ops, confirm that the Organization name in Zendesk is also updated. Then let the customer know that the name change has been completed.



Example of [Legal Case](https://gitlab.lightning.force.com/lightning/r/Case/500PL00000S46I7YAJ/view) and the corresponding [Sales Support case](https://gitlab.lightning.force.com/lightning/r/Case/500PL00000Ru1WdYAJ/view).