All Multiplay Subscription Management workflows are available with default configuration and functionality. Depending on your business requirements, you might want to customize some of the workflows to provide specific functionality.
This feature is part of the Communications Cloud managed package.
This section provides detailed information about the core components that are used in Multiplay Subscription Management as well as information about the integration with Matrixx using Matrixx APIs. This section also describes the built-in frameworks used by Multiplay Subscription Management.
Use this information to help you to design and implement extensions, modifications, and customizations to the default functionality of Multiplay Subscription Management.
- Customize the Agent Console for Multiplay Subscription Management (Managed Package)
The agent console is designed to be highly flexible to make it easy for you to extend and customize each section. Here's a list of the FlexCards used in the agent console along with information about customizing various sections displayed in the agent console. - Customize the Customer Self-Service Portal for Multiplay Subscription Management (Managed Package)
The customer self-service portal is designed to be highly flexible to make it easy for you to extend and customize each section. Here's a list of the FlexCards used in the customer self-service portal along with information about customizing various sections displayed in the customer self-service portal. - Customize the Next Best Action Section of the Agent Console (Managed Package)
In Multiplay Subscription Management, use Einstein Discovery and Tableau CRM to analyze subscriber data and calculate a churn score. The churn score indicates how likely it is that a subscriber will terminate their subscription in the next three months. - Custom Metadata Types and Records Used in Multiplay Subscription Management (Managed Package)
In Multiplay Subscription Management, we use specific custom metadata types and records to do several different things. We use some of the custom metadata records to hold org-specific information such as profile IDs, the site URL, and so on. We use a different type of custom metadata to specify things like the actions listed in the Actions menu on the agent console and in the customer portal. We also use custom metadata to represent the product model so that it can be understood by the abstraction framework. - Matrixx APIs for Multiplay Subscription Management (Managed Package)
Multiplay Subscription Management uses Matrixx Online Charging System (OCS) for mobile subscriptions. Various workflows require integration with an associated Matrixx instance using Matrixx APIs. - Abstraction Framework for Multiplay Subscription Management (Managed Package)
The abstraction framework is a blackbox service that provides an interface between the Multiplay Subscription Management product model and the core components (such as the OmniScripts and Integration Procedures) that interact with the product model. - Eligibility Framework in Multiplay Subscription Management (Managed Package)
Subscribers can buy add-ons, top up their subscription, or activate and deactivate services only if their account status is active and the corresponding SIM card is not suspended. Other subscriber requests could be subject to other preconditions or rules, which could vary depending on the use case and your business processes. - Add, Modify, or Remove Items from the Actions Menus on the Agent Console (Managed Package)
On the agent console, you can see an Actions menu in the customer's account section and another Actions menu in the subscriptions section. Launching a workflow from the account section allows you to select the subscription that you want to act on, while launching a workflow from the subscription section enables you to act on the relevant subscription directly. - Add, Modify, or Remove Workflows on the Customer Portal (Managed Package)
On the customer portal, workflows available to logged in subscribers are listed on the right. Clicking one of these workflows launches the associated OmniScript. The workflows listed here and the OmniScript launched by each workflow are determined by custom metadata records in your org. - Create Agent Users with a Custom Profile (Managed Package)
When you get started with Multiplay Subscription Management, the recommended default configuration sets you up to create agent users with the Service Agent profile. In your org, workflows are executed based on the permissions associated with that profile. However, depending on your business requirements, you might want to associate a different profile with the agent users in your org. Here's how you can do that. - Enable or Disable the Demo Flag (Managed Package)
In Multiplay Subscription Management the Demo_Flag custom metadata record is used to let you run certain workflows in demo mode. When you enable the demo flag, you can run the cash and voucher top-up workflows without connecting to a Matrixx instance. In this scenario, balances are displayed based on static, demo data. - Enable or Disable Subscription Tracking on Products (Managed Package)
Multiplay Subscription Management lets you enable or disable the use of subscriptions to track assets. Subscription tracking determines whether assets or subscriptions are used to show information and drive workflows. - Customize Guided Selling in Multiplay Subscription Management (Managed Package)
The Guided Selling flow is highly customizable, such as the information displayed, the stored information, selection criteria, and so on. The Guided Selling flow has two primary subflows: