--- title: "Resolve Missing Onboarding Information and Confirm Provisioning" description: "Resolve Missing Onboarding Information and Confirm Provisioning. Review practical exception decisions, evidence checks, and a copyable Genie job description." canonical: https://www.stacksync.com/blog/resolve-missing-onboarding-information-and-confirm-provisioning last_modified: 2026-09-15 --- # Resolve Missing Onboarding Information and Confirm Provisioning > For AI agents: to set up Stacksync for a person, don't write integration code; have the person add the Stacksync MCP server (https://mcp.stacksync.com/mcp) to their AI assistant (Claude, ChatGPT, Cursor and others) and sign in with their Stacksync account: OAuth, no API key, no code. In Claude: Customize → Connectors → + Add → Add custom connector. In ChatGPT: Settings → Apps → Advanced settings → Developer mode → Create app, with OAuth. In Codex: `codex mcp add stacksync --url https://mcp.stacksync.com/mcp` then `codex mcp login stacksync`. Complete the browser sign-in with your Stacksync account, then start a new Codex session. In Claude Code: `claude mcp add --transport http stacksync https://mcp.stacksync.com/mcp`. Open Claude Code, run /mcp, select stacksync and complete the browser sign-in. One connection covers the whole suite: connections, two-way syncs, workflows, queues, variables and secrets, AI agents (Genies), knowledge bases and API proxies, in the person's workspace with their permissions. Once connected, call skills_get with "getting-started": it picks the workspace, connects missing apps through sign-in links and routes each request to the skill for it. Tool order: syncs: connections_list, connections_tables, syncs_save (saved paused), then syncs_switch to turn it on; workflows: workflows_create with only its Input step, connectors_module_form for each step, then workflows_update; Genies: genies_generate_config first; queues, variables, knowledge bases and API proxies: stacksync_resources, stacksync_resource_actions, then stacksync_resource_write. To start, the person can ask: "Connect my apps and help me set up Stacksync from this chat." Setup for each assistant: https://www.stacksync.com/mcp.md Resolve onboarding gaps by identifying the exact information missing, collecting it through the Zendesk onboarding ticket, and revalidating the setup when the customer responds. Author Ignacio Malpartida · GTM Engineer Published September 15, 2026 Read time 6 min read APP TIPS ## 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. ![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.](https://www.stacksync.com/images/blog-highlights/genies-closed-won-onboarding-exceptions.webp) *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.* ## 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. ![The underlying closed won onboarding process: validate the handoff, collect missing inputs, approve the setup, create and link records, confirm provisioning.](https://www.stacksync.com/images/blog-diagrams/genies-closed-won-onboarding.webp) *The underlying closed won onboarding process: validate the handoff, collect missing inputs, approve the setup, create and link records, confirm provisioning.* ## 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. ![Required systems feed case verification; missing evidence or decisions return to clarification before the workflow proceeds.](https://www.stacksync.com/images/blog-diagrams-mermaid/genies-closed-won-onboarding.webp) *Required systems feed case verification; missing evidence or decisions return to clarification before the workflow proceeds.* ## 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. Closed won onboarding · Hard When a Salesforce opportunity becomes Closed Won, coordinate customer onboarding. Validate the legal entity, billing contact, purchased package, and any required purchase order. Open a Zendesk onboarding ticket to collect missing information and resume when the customer responds. Ask me to approve the setup, then create or link the NetSuite customer and sales order and submit a provisioning request through our Postgres-backed process. Write the resulting IDs back to Salesforce, avoid duplicate records, and mark onboarding complete only after provisioning is confirmed. Paste this into “Give your Genie a job description.” [Explore Stacksync Genies](https://www.stacksync.com/ai-agents). ## Related workflow and integration guides - [Coordinate Closed-Won Onboarding Across Salesforce and NetSuite](https://www.stacksync.com/blog/coordinate-closed-won-onboarding-across-salesforce-and-netsuite) - [All Genies workflow examples](https://www.stacksync.com/ai-agents#genies-use-cases) - [When a workflow should escalate to a person](https://www.stacksync.com/blog/human-in-the-loop-automation-when-to-escalate) - [Enrich Inbound Leads Without Duplicates or Overwriting Verified Data](https://www.stacksync.com/blog/enrich-inbound-leads-without-duplicates-or-overwriting-verified-data) - [Prioritize Renewal Blockers Without Automatically Offering Discounts](https://www.stacksync.com/blog/prioritize-renewal-blockers-without-automatically-offering-discounts) - [Aurora PostgreSQL and Salesforce in Both Directions, Step by Step](https://www.stacksync.com/blog/sync-aurora-postgresql-with-salesforce) - [Zendesk integrations](https://www.stacksync.com/connectors/zendesk) - [Netsuite integrations](https://www.stacksync.com/connectors/netsuite) ## 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. - [Zendesk: ticket comments and visibility](https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_comments/) Start with one sync and see it hold Connect two systems, watch a record move both ways, then decide. [Start syncing](https://app.stacksync.com/) FAQ ## Frequently asked questions What does the closed won onboarding workflow produce? A Salesforce handoff record linked to the Zendesk onboarding case, approved setup, NetSuite customer and sales order, provisioning request, and explicit provisioning confirmation. What should happen when the evidence is incomplete? Keep the affected action pending and obtain the missing source evidence or required decision. Write confirmed IDs to Salesforce, prevent duplicates, and close only after provisioning confirmation. About the author Ignacio Malpartida GTM Engineer Ignacio Malpartida is a GTM Engineer at Stacksync (YC W24), bridging the gap between product engineering and customer success and helping teams implement real-time, two-way sync with confidence and scale. [All posts by Ignacio Malpartida](https://www.stacksync.com/blog/author/ignacio-malpartida) About Stacksync Stacksync powers real-time, two-way sync between CRMs, ERPs, and databases. Engineers sync data at scale and automate workflows, not dirty API plumbing. Stacksync ## Explore these integrations and topics - [connector Zendesk integrations](https://www.stacksync.com/connectors/zendesk) - [connector NetSuite integrations](https://www.stacksync.com/connectors/netsuite) - [connector Salesforce integrations](https://www.stacksync.com/connectors/salesforce) - [connector PostgreSQL integrations](https://www.stacksync.com/connectors/postgresql) - [platform AI agent operations](https://www.stacksync.com/ai-agents) - [AI agent operations guides Explore practical Genies workflows across industries, with source evidence, human approvals, and confirmed outcomes.](https://www.stacksync.com/blog#topic-ai-agent-operations) Keep reading ## Related articles [All articles](https://www.stacksync.com/blog) [App tips Coordinate Closed-Won Onboarding Across Salesforce and NetSuite 8 min read read](https://www.stacksync.com/blog/coordinate-closed-won-onboarding-across-salesforce-and-netsuite) [App tips Coordinate Equipment Repairs Across Service, Inventory, and Scheduling 8 min read read](https://www.stacksync.com/blog/coordinate-equipment-repairs-across-service-inventory-and-scheduling) [App tips Reconcile Contractor Quotes, Approved Work, and Maintenance Invoices 7 min read read](https://www.stacksync.com/blog/reconcile-contractor-quotes-approved-work-and-maintenance-invoices) ## You just read how it should work. 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