Resolve Missing Onboarding Information and Confirm Provisioning
Resolve onboarding gaps by identifying the exact information missing, collecting it through the Zendesk onboarding ticket, and revalidating the setup when the customer responds.
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- Stacksync · App tips writer
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- 6 min read
Missing handoff data should pause the affected action
Resolve onboarding gaps by identifying the exact information missing, collecting it through the Zendesk onboarding ticket, and revalidating the setup when the customer responds. Do not fill legal or billing fields with convenient guesses from the opportunity name. A package sold to one entity can be billed or provisioned incorrectly if the handoff treats brand names as legal identities.
Validate the legal entity, billing contact, purchased package, and whether a purchase order is required. If one is required, its absence remains a blocker. If it is not required, record the applicable business rule rather than inventing a purchase-order number to satisfy a form.
Evidence needed to resolve the exception
Use this exception guide when reviewing a proposed Genie workflow or investigating a case that cannot proceed confidently. The tables describe operational decisions to configure in your environment. They are not claims that a connected application automatically supplies your organization’s policies, identity mappings, or approval process.
| System or owner | Evidence and responsibility |
|---|---|
| Salesforce | Closed Won event, legal and commercial handoff, and resulting record IDs. |
| Zendesk | Onboarding case, missing-information requests, and customer responses. |
| NetSuite | Approved customer match or creation and sales order. |
| Postgres-backed provisioning process | Provisioning request, progress, and explicit completion confirmation. |
| Setup approver | Approval of the validated customer setup before downstream creation. |
Required context for this workflow design.
Handle partial success without creating duplicates
Keep a record of each confirmed downstream result: NetSuite customer, sales order, provisioning request, and eventual provisioning confirmation. If the sales-order write times out, look for the order using the original handoff reference before creating another. If it exists, link it and continue; if the outcome remains unknown, investigate rather than repeatedly submitting the sale.
The same logic applies when Salesforce write-back fails. The absence of an ID on the opportunity is not proof that the downstream record does not exist. Search the destination and reconcile its result to the handoff. A recovery path that only checks Salesforce can create duplicate customers even while faithfully following its local state.
Use confirmed provisioning as the completion gate
A request accepted by the provisioning process means work has been submitted. It does not establish that the customer has the purchased package. Wait for explicit completion tied to the customer, request, and package, and distinguish a failed or partially provisioned result from success.
Keep setup approval linked to the values actually submitted. If the customer changes the billing entity or package after approval, revisit the affected decision before proceeding. The Zendesk ticket remains the place to gather missing information and communicate progress, while Salesforce retains the cross-system IDs that let sales and success teams trace the final outcome.
Decision table for common exceptions
Use the condition in the first column to choose the next action. The final column describes the boundary that must remain true while the case is unresolved. Apply the organization’s actual policy and source records to the live case; do not treat an illustrative condition as proof that the condition exists.
| Observed condition | Next action | Required boundary |
|---|---|---|
| Required PO missing | Request it in Zendesk | Setup remains pending |
| Customer match ambiguous | Resolve legal entity | No speculative NetSuite customer |
| Sales order write times out | Search destination by handoff reference | No blind duplicate creation |
| Provisioning accepted but unfinished | Monitor existing request | Onboarding not complete |
Exception decisions for closed won onboarding.
Illustrative exception and recovery
The provisioning request is accepted but activation later fails. Salesforce keeps the request ID, and the onboarding ticket remains open with the failure. The workflow retries or escalates the existing request through the configured process rather than declaring the customer live.
This example uses fictional records to show the decision logic. It is not a customer case study or a claim of measured results. In a live case, retain the actual record IDs and evidence behind each statement, and replace all illustrative quantities or timing assumptions with the approved operational inputs.
What to record before resuming
A Salesforce handoff record linked to the Zendesk onboarding case, approved setup, NetSuite customer and sales order, provisioning request, and explicit provisioning confirmation.
Preserve the original finding and the evidence that resolves it. Record which person or system supplied the clarification, which proposal it applies to, and the action now permitted. Do not erase the uncertainty from the history: a later reviewer needs to understand why the case paused and why it resumed.
Boundaries that remain in force
- Validate legal entity, billing contact, purchased package, and any required purchase order.
- Collect missing information in Zendesk and resume on the customer’s response.
- Require setup approval before NetSuite records and provisioning submission.
- Write confirmed IDs to Salesforce, prevent duplicates, and close only after provisioning confirmation.
Review the case before restarting
First verify that the new evidence resolves the original blocker rather than a different issue. Then check whether the case, source records, or proposed action changed during the wait. A response attached to the right ticket can still be insufficient if it refers to an earlier proposal or leaves a required quantity, identity, or approval unresolved.
Run the relevant row from the decision table as a review scenario. Confirm that the job stops at the required boundary, asks for the specified information or decision, and resumes from the confirmed state. If a write or message may already have succeeded, inspect its destination before repeating it; if this job only prepares a draft or report, verify that it stays within that output scope.
- Closed-won handoffs with complete approved setup
- Duplicate customer, sales-order, or provisioning records
- Onboardings closed with explicit provisioning confirmation
Track unresolved cases by their actual blocker and owner. A case waiting for clarification needs a different next action from one waiting for a confirmed result. Review the evidence when the state changes, and keep any still-unresolved completion condition visible instead of treating a successful intermediate step as the end of the work.
Give your Genie a job description
Copy the job description below. It preserves the scope and decision boundaries of this use case. Configure the referenced systems, record relationships, policies, and approval owners in your workspace before enabling the job.
Paste this into “Give your Genie a job description.” Explore Stacksync Genies.
Implementation references
These first-party references document the underlying records and interfaces. The cross-system sequence, approvals, and completion rules in this article are a proposed operational configuration; validate them against your connected workspace before enabling it.
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