Streamlining of the Reset Max Seats L&R Process

Problem Statement

What is the problem?

Currently, Account Executives must obtain VP approval in Chatter before submitting a "Reset Max Seats" request through the Support Super Form. This creates unnecessary delays and administrative burden, particularly for small seat reset requests.

Why is this a problem?

• Process inefficiency: Multi-step approval process slows down customer requests, especially for minor seat adjustments
• Resource burden: Creates unnecessary work for Support teams who must validate checks, Account Executives who must seek approval, and VPs who must provide approval
• Customer impact: Delays in seat resets can negatively affect customer experience and satisfaction
• Disproportionate oversight: Small seat resets (likely <5 or <10) receive the same level of scrutiny as larger requests

Proposal

Implement a threshold-based approval process where seat reset requests below a predetermined number (10) bypass the VP approval requirement, while maintaining current approval processes for larger requests.

DRI

@jlyttle @EHickson

Required Resources

• Support Operations: Form modification and process implementation
• Support Team: Update the reset workflows and communicate to the BPO team
• SMB/Sales Team: Process adoption and handbook updates
• Field Operations: Sales team communication and enablement

Potential Roadblocks/Things to consider

• Technical implementation: Determining feasibility of dynamic form fields vs. separate forms
  • Investigate if the current support super form for the internal request (reset max seats for QSR) can be modified to make it dynamic so that if the number of seats to be waived is less than for example 10, that the form field “What is the link to the chatter in SFDC where this was approved? (this is not optional and must be in the format the placeholder shows)” is removed and if it is greater than 10 
• Threshold determination: Finalising the exact seat count threshold for automatic approval
  • @EHickson will be confirming the threshold level once she has received confirmation
• Change management: Ensuring all stakeholders (Support, Sales, VPs) are properly informed of the planned change
  • Update the handbook section
  • Inform the Global Support and BPO team of the changes
  • Support Change Rollout issue
  • SWIR issue
  • Add information to the  #support_licensening-subscription slack channel
  • Inform the Global Sales Team of the Changes
  • Make a request to the #field-fiy similar to what I done so in this issue

Desired Outcome

• Seat reset requests below the threshold are processed without VP approval delays
• Streamlined internal forms that dynamically adjust based on request size
• Updated handbook documentation reflecting new processes
• All relevant teams (Support, Sales, BPO) are informed and trained on new workflows
• Maintained audit trails and proper documentation for all requests

Where would future feedback go?

• Into this issue

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