Guided Process Flows in Multiplay Subscription Management (Managed Package)

Multiplay Subscription Management includes several guided process flows covering key business processes. These guided processes are listed and described as part of the agent workflows.

Managed Package Icon This feature is part of the Communications Cloud managed package.

Here's a list of the guided process flows that are included in your Multiplay Subscription Management.

Business Process Area	Guided Process Flow	Description
Customer Self Service	Customer Self Service Portal	A fully responsive, Experience Cloud-based Customer Self Service Portal that subscribers can use for logging in, viewing account and subscription details, and performing various self-service actions.
Agent Console	Agent Console	A service console-based agent console enables service agents to efficiently help customers manage account/subscription details and perform various actions. The console can be launched using the interaction launcher, where an agent verifies the caller before launching the account/contact. The system creates a customer interaction record every time a customer account/contact is launched on the console. A customer interaction topic is created on the execution of a guided flow.
Explore and Buy	Explore and Join/Additional Buy	This process enables agents to purchase an offer for a new or existing customer. The process includes capturing account and contact details along with shipping options. A number is allocated from the selected number category. For a new customer, a new account and contact are created. After payment is confirmed, an order is submitted and the relevant offers and products are ordered and shipped to the customer.
Explore and Buy	Buy Add-On	This process enables agents to buy add-ons for a subscriber. Users can choose from a list of add-ons on the catalog page.
Get Support	Manage Lost or Stolen Device/SIM	This process enables agents to block a device or suspend a SIM if a customer reports that their device or SIM has been stolen or misplaced. If a blocked device or suspended SIM is found, agents can unblock the device or resume the SIM on the customer’s behalf.
Get Support	Request SIM Unlock Code	This process enables agents to provide subscribers with a code to unlock their SIM card in case it gets locked.
Renew/Change	Change Personal Details	This process enables agents to update subscribers’ details such as their address, date of birth, and so on.
Renew/Change	Manage Features	This process enables agents to enable or disable various services for a subscriber. For example, agents can turn on or turn off call waiting, international roaming, and so on.
Renew/Change	Replace SIM	This process enables agents to request a replacement SIM card for a customer. The current SIM card is disconnected and a new SIM card is shipped to the customer.
Renew/Change	Change Number	This process enables agents to request a number change for a customer. The user can choose a free number or go for a vanity number at an additional fee.
Use Service/Pay	Top-Up Cash Balance	This process enables agents to top up the cash balance in the wallet for a prepaid mobile subscription.
Use Service/Pay	Voucher Top-Up	This process enables agents to top up the cash balance for a prepaid mobile subscription using a voucher code.