---
schema_version: "1"
id: 145d9df69aa3749b24e864da3fac4a583b3b9eb858ca7a2310bf7bcb830516ab
title: Guided Process Flows in Multiplay Subscription Management (Managed Package)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/comms_t_guided_process_flows_in_mobile_subscriptionmanagement_66197.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.comms_t_guided_process_flows_in_mobile_subscriptionmanagement_66197.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: fdaff8b1560a87825747e5beb34d6706866ef84fc62581e5807df3747f1d0e51
description: 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.
products:
  - Communications
release: "264"
---
# 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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-communications-264-0-0-production-enus/444efb86-ea1e-477e-afbc-56eaac192eaf/communications/images/media_package_icon.png) _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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col>
          <col>
          <col>
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85750e52">
              <p style="margin-bottom:0;">Business Process Area</p>
            </th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85750e58">
              <p style="margin-bottom:0;">Guided Process Flow</p>
            </th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85750e64">
              <p style="margin-bottom:0;">Description</p>
            </th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Business Process Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e52 ">
              <p style="margin-bottom:0;">Customer Self Service</p>
            </td>

            <td data-label="Guided Process Flow" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e58 ">
              <p style="margin-bottom:0;">
                <a href="https://help.salesforce.com/s/articleView?id=ind.comms_t_use_mobile_subscription_management_as_asubscriber_68853.htm&amp;release=264.0.0&amp;type=5" title="In your Multiplay Subscription Management org, a customer self service portal is designed and configured for you by default. Subscribers access the customer portal by opening the URL in a browser on any device.">Customer Self Service Portal</a>
              </p>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e64 ">
              <p style="margin-bottom:0;">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.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Business Process Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e52 ">
              <p style="margin-bottom:0;">Agent Console</p>
            </td>

            <td data-label="Guided Process Flow" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e58 ">
              <p style="margin-bottom:0;">
                <a href="https://help.salesforce.com/s/articleView?id=ind.comms_t_use_mobile_subscription_management_as_anagent_68156.htm&amp;release=264.0.0&amp;type=5" title="Use the agent console to view and manage subscriber requests.">Agent Console</a>
              </p>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e64 ">
              <p style="margin-bottom:0;">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. </p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Business Process Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e52 ">
              <p style="margin-bottom:0;">Explore and Buy</p>
            </td>

            <td data-label="Guided Process Flow" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e58 ">
              <p style="margin-bottom:0;">
                <a href="https://help.salesforce.com/s/articleView?id=ind.comms_t_buy_additional_offers_using_guided_selling_in_mobilesubscription_management_68428.htm&amp;release=264.0.0&amp;type=5" title="Your agents can guide subscribers through the journey of selecting and purchasing additional offers. When an agent launches a guided selling workflow for a subscriber, the agent first checks or skips serviceability. The agent then browses and configures products for the subscriber and proceeds to checkout.">Explore and Join/Additional Buy</a>
              </p>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e64 ">
              <p style="margin-bottom:0;">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.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Business Process Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e52 ">
              <p style="margin-bottom:0;">Explore and Buy</p>
            </td>

            <td data-label="Guided Process Flow" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e58 ">
              <p style="margin-bottom:0;">
                <a href="https://help.salesforce.com/s/articleView?id=ind.comms_t_buy_add_on_in_mobile_subscriptionmanagement_68582.htm&amp;release=264.0.0&amp;type=5" title="This workflow enables agents to purchase add-ons on behalf of a subscriber. Add-ons allow subscribers to associate additional voice, data, or text message usage with their subscription.">Buy Add-On</a>
              </p>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e64 ">
              <p style="margin-bottom:0;">This process enables agents to buy add-ons for a subscriber. Users can choose from a list of
                add-ons on the catalog page.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Business Process Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e52 ">
              <p style="margin-bottom:0;">Get Support</p>
            </td>

            <td data-label="Guided Process Flow" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e58 ">
              <p style="margin-bottom:0;">
                <a href="https://help.salesforce.com/s/articleView?id=ind.comms_t_manage_lost_or_stolen_device_or_sim_68686.htm&amp;release=264.0.0&amp;type=5" title="If a subscriber's SIM or device is lost or stolen, the subscriber can request to suspend the SIM card or block the device. Alternatively, the subscriber can request to resume the SIM card or unblock the device. This workflow enables agents to manage SIM cards and associated devices for subscribers.">Manage Lost or Stolen Device/SIM</a>
              </p>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e64 ">
              <p style="margin-bottom:0;">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.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Business Process Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e52 ">
              <p style="margin-bottom:0;">Get Support</p>
            </td>

            <td data-label="Guided Process Flow" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e58 ">
              <p style="margin-bottom:0;">
                <a href="https://help.salesforce.com/s/articleView?id=ind.comms_t_unlock_a_sim_card_68633.htm&amp;release=264.0.0&amp;type=5" title="If a subscriber's SIM card gets locked, for example by entering an incorrect PIN, the subscriber can request a SIM unlock code to unlock their SIM card and reset their PIN. This workflow enables agents to verify the subscriber's ICCID and then provide the SIM unlock code as requested by the subscriber.">Request SIM
                  Unlock Code</a>
              </p>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e64 ">
              <p style="margin-bottom:0;">This process enables agents to provide subscribers with a code to unlock their SIM card in case
                it gets locked.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Business Process Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e52 ">
              <p style="margin-bottom:0;">Renew/Change</p>
            </td>

            <td data-label="Guided Process Flow" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e58 ">
              <p style="margin-bottom:0;">
                <a href="https://help.salesforce.com/s/articleView?id=ind.comms_t_change_personal_details_68968.htm&amp;release=264.0.0&amp;type=5" title="After logging in to the customer portal, subscribers can update their information including their name, mailing address, date of birth, and the alternative phone number associated with their account.">Change
                  Personal Details</a>
              </p>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e64 ">This process enables agents to update subscribers’ details such as their address, date of
              birth, and so on.</td>

          </tr>
          <tr class="">
            <td data-label="Business Process Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e52 ">
              <p style="margin-bottom:0;">Renew/Change</p>
            </td>

            <td data-label="Guided Process Flow" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e58 ">
              <p style="margin-bottom:0;">
                <a href="https://help.salesforce.com/s/articleView?id=ind.comms_t_manage_features_as_an_agent_in_mobile_subscriptionmanagement_68603.htm&amp;release=264.0.0&amp;type=5" title="Agents can activate or deactivate various mobile subscriptions on behalf of a subscriber.">
                  Manage Features</a>
              </p>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e64 ">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.</td>

          </tr>
          <tr class="">
            <td data-label="Business Process Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e52 ">
              <p style="margin-bottom:0;">Renew/Change</p>
            </td>

            <td data-label="Guided Process Flow" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e58 ">
              <p style="margin-bottom:0;">
                <a href="https://help.salesforce.com/s/articleView?id=ind.comms_t_replace_a_sim_card_68652.htm&amp;release=264.0.0&amp;type=5" title="If a subscriber's SIM card is damaged or if a subscriber buys a new device and their current SIM card doesn't work with the new device, a subscriber might request that their SIM card be replaced. This workflow enables agents to accept a request to replace a SIM card.">Replace
                  SIM</a>
              </p>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e64 ">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.</td>

          </tr>
          <tr class="">
            <td data-label="Business Process Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e52 ">
              <p style="margin-bottom:0;">Renew/Change</p>
            </td>

            <td data-label="Guided Process Flow" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e58 ">
              <p style="margin-bottom:0;">
                <a href="https://help.salesforce.com/s/articleView?id=ind.comms_t_number_change_request_68760.htm&amp;release=264.0.0&amp;type=5" title="This workflow enables agents to change the number assigned to a subscriber based on the subscriber's request.">Change
                  Number</a>
              </p>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e64 ">
              <p style="margin-bottom:0;">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.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Business Process Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e52 ">
              <p style="margin-bottom:0;">Use Service/Pay</p>
            </td>

            <td data-label="Guided Process Flow" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e58 ">
              <p style="margin-bottom:0;">
                <a href="https://help.salesforce.com/s/articleView?id=ind.comms_t_top_up_cash_balance_68542.htm&amp;release=264.0.0&amp;type=5" title="This workflow enables agents to increase the cash balance available to a subscriber. A subscriber can top up the balance for their own subscription or for another subscription. A top-up amount of USD 10 or USD 20 is available by default.">Top-Up Cash
                  Balance</a>
              </p>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e64 ">
              <p style="margin-bottom:0;">This process enables agents to top up the cash balance in the wallet for a prepaid mobile
                subscription.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Business Process Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e52 ">
              <p style="margin-bottom:0;">Use Service/Pay</p>
            </td>

            <td data-label="Guided Process Flow" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e58 ">
              <p style="margin-bottom:0;">
                <a href="https://help.salesforce.com/s/articleView?id=ind.comms_t_top_up_via_voucher_68987.htm&amp;release=264.0.0&amp;type=5" title="Prepaid subscribers can use a voucher code to top up the cash balance in their prepaid account. Subscribers can launch a top-up workflow either from their home page or from a subscription details page. When this workflow is launched from the home page and there are multiple subscriptions in the account, subscribers can select the phone number for which they want to perform the top up.">Voucher
                  Top-Up</a>
              </p>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85750e64 ">This process enables agents to top up the cash balance for a prepaid mobile subscription
              using a voucher code.</td>

          </tr>
        </tbody>
      </table>