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Creating A New Sandbox or Prod Environment

Xavier Villarroel
  • Updated

Overview

You need to connect to or create a new Playbooks Organization for your company - sandbox, development, or a new production environment.

 

Solution

If you need to create a new sandbox or prod environment, please contact your Account Manager to get this task done. Make sure you include the following information while contacting support or your Account Manager:

  • Organization Name.
  • Organization Type (Test, Production, Sandbox, QE).
  • CRM Type (SFDC, Salesforce-sandbox, Dynamics, SAP, Infor).
  • Location of your company (to select the proper POD).

    Note: New organizations are only created by the Support team. 

Once you send this information to the Account Management team, we will get in touch with this team to get some more internal information and create the organization successfully. You will be contacted back when the task is fulfilled. 

Once the organization is created, make sure to select the correct option for structure of the teams in Playbooks; it is recommended to use Custom Teams. For more information, refer to the article No Users Are Found When Trying to Add New Users to New Sandbox Environment.

Also, make sure to add your user to a team to be able to disposition calls.

<supportagent>

Access to Provision UI via Passwordstate is needed to accomplish this task.

If a customer submits a request to support, please reach out to their Account Manager (found in Zendesk org information) or to the Account Executives team for approval.

Once when we are given AM approval, complete the following steps to create the new organization:
  1. Log in to the Provision UI with the credentials from Passwordstate.
  2. Navigate to “Customers” and search for the customer’s Company Name.
  3. Select the company and verify that they have an active license.

    mceclip0.png

  4. Click on “Add Organization”

    mceclip1.png

  5. Fill in the fields that are shown. This information should be provided by the customer / Account Manager:

    mceclip2.png
    • Organization Name
    • Organization Type:
      • Production
      • QE
      • Sandbox
      • Test
    • CRM Type:
      • SFDC
      • Salesforce-sandbox
      • Dynamics
      • SAP
      • Infor
    • Pod:
      • US1
      • US2
      • US3
      • useast-1a
      • EU1
      • CA1
    • Enable Allow Impersonation of Users in this Organization by Default
      Bear in mind that “Organization Name”, “Organization Type” and “Allow impersonation of users in this organization by default” can be changed by clicking the “Edit” button on the Organization’s page. “CRM type” and “Pod” cannot be changed once the organization has been created.

 

To add a user to the organization please follow the steps in the Where do I create a new user article. Once the new user has been created, you need to send a password reset email so they can set up a password.

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Testing

Verify that the new organization has been created (it shows up under the company) and that the customer has access to the newly created environment (after setting their password).

 

mceclip1.png

 

Important Notes Regarding Users and Teams: 

  • Username and email must be provided by the customer/account manager. They are the customer’s CRM credentials, if they are not correctly set here the customer won’t be able to connect to their CRM. These can be changed later but if you change any of them, you must resend the reset password email.
  • Permission group can be one of the 3 default ones: Admin, Manager, and Sales Rep. 
    Admin should be used for the first user created under an org.
  • If there is more than one “Package” available, the customer/account manager should inform which one to select.
  • When the very first team is created in Playbooks, the Playbooks Administrator must first decide how Playbooks teams should be structured. The options are:
    • CRM Role Hierarchy
    • The Manager field on the CRM user record
    • Custom Teams
  • If the Customer selects “CRM Role Hierarchy” the teams must then follow the CRM hierarchy which means the customer won’t be able to add users to a team unless they are under the selected manager’s hierarchy. This cannot be changed after it was selected the first time, in case it was set up wrong a new organization will need to be created. Deleting all the teams to make a “new first team” won’t work. See Creating a Team for additional information.
  • As such, you should advise the customer to use “Custom Teams”. If the customer selects “CRM Role Hierarchy” or “The Manager field on the CRM user record” option, the ”CRM Manager” mandatory field will appear when they create a team.

 

</supportagent>

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