Creating a New REX Instance

Creating the Instance

1. Request a new REX instance from the Development team.  They will need the customer name and any special requirements (if known).

2. Once the instance is live, log in.

3. Enter all details provided by the customer/salesperson using the 'REX Onboarding Worksheet'.

   • If the volume of adds are significant, request assistance from Development to upload the data.

4. Utilizing the Asset Upload tool, enter all assets.  Be sure to include the following information:

   • Asset ID

   • Serial Number

   • Model

   • Location ID

   • Status

   • Business Unit

   • Contract

   • Manufacturer Contract End Date

   • REX Contract End Date

   • Any other custom fields required for the customer

5. Add all team members as Support users so that they may support the account.

6. Set up the ticket flow in Zendesk to ensure that all tickets route correctly.

7. Set up all necessary SOP's with appropriate QA sign offs.

8. Schedule a training call in partnership with Sales and the assigned SE.