Primary Use Case: Channel & Partner Collaboration

Background Overview

Channel partners are an important source of customer acquisition for many enterprises, but without collaboration platforms, issues like delayed information synchronization, inconsistent policy communication, and unclear opportunity ownership frequently occur. This primary use case focuses on "Channel & Partner Collaboration," helping enterprises and partners form closed loops in opportunity progress, requirement changes, enablement materials, and performance feedback.

Objectives & Value

• Shared Opportunity View: Partner updates sync to internal team instantly.
• Controlled Change Process: Requirement changes go through approval to ensure product and delivery readiness.
• Unified Enablement Materials: Provide latest training, pricing, and policies to maintain consistent external messaging.
• Transparent Performance Settlement: Regular reports to enhance partner trust.
• Compliance Logging: All collaboration actions traceable, supporting audits and evaluations.

Participants

• Channel Partner Sales: Update opportunity progress and requirements in collaboration portal.
• Internal Channel Manager: Review partner information and coordinate resources.
• Product/Delivery Team: Handle partner-submitted requirements and changes.
• Partner Administrator: View performance reports and manage accounts.
• System Agent: Sync data, trigger processes, and send reports.

Primary Scenario User Story

As a channel manager, I want partner opportunities and requirements to be real-time synchronized with controllable processes, so that collaboration efficiency improves and delivery quality is ensured.

Sub-scenario Details

Sub-scenario A: Partner Progress Sync & Sales Evaluation

• Roles & Triggers: Channel partners update progress in collaboration portal; system syncs to internal opportunities and prompts sales evaluation.
• Main Process:
  1. Partner logs into portal and updates stage, estimated amount, customer feedback in opportunities.
  2. System syncs updates to internal opportunity cards and records partner information.
  3. Internal sales receives reminder, evaluates opportunity quality, and decides on joint visits.
  4. Feedback results written back to partner, forming bi-directional communication records.
• Success Criteria: Timely sync; clear evaluation feedback; consistent logs on both sides.
• Exceptions & Risk Control: Partner permission validation; duplicate opportunity deduplication; sensitive information displayed according to authorization.
• Suggested Metrics: Progress sync latency, evaluation response time, partner satisfaction.

Sub-scenario B: Requirement Change Approval Process

• Roles & Triggers: Partner-submitted requirement changes automatically trigger product manager review process.
• Main Process:
  1. Partner initiates requirement or quote change in opportunity, filling details and reasons.
  2. System automatically creates approval process routing to product manager and delivery team.
  3. Approvers evaluate feasibility online, make decisions with notes.
  4. Results sync to partner and update opportunity records.
• Success Criteria: Accurate approval chain; timely feedback; change traceability.
• Exceptions & Risk Control: Approval timeout escalates; major changes require senior sign-off; historical versions traceable.
• Suggested Metrics: Change approval cycle, approval rate, repeat change count.

Sub-scenario C: Partner Enablement Resource Center

• Roles & Triggers: System aggregates training materials and pricing strategies for partners to standardize external communications.
• Main Process:
  1. Channel team uploads latest training materials, product manuals, pricing policies to CRM.
  2. System automatically authorizes accessible materials by partner tier and region.
  3. Partners browse, download, or register for training in portal; system records participation.
  4. When new materials published, push notifications reminding partners to update scripts.
• Success Criteria: Materials updated timely; access permissions accurate; partners master latest policies.
• Exceptions & Risk Control: Expired materials auto-removed; sensitive materials watermarked; download logs auditable.
• Suggested Metrics: Material access rate, training participation rate, policy comprehension test pass rate.

Sub-scenario D: Performance Report Regular Feedback

• Roles & Triggers: Channel performance reports regularly sent to partner administrators, including achievement rates and incentive details.
• Main Process:
  1. System monthly aggregates partner orders, payments, commission data.
  2. Generates reports and calculates incentives according to cooperation agreements.
  3. Sends reports to partner administrators and stores downloadable versions in portal.
  4. After partner confirmation, can online submit objections or supplementary explanations.
• Success Criteria: Accurate reports; on-time sending; transparent incentive details.
• Exceptions & Risk Control: Data anomalies trigger manual review; objection handling process; report encryption.
• Suggested Metrics: Report sending punctuality rate, incentive verification pass rate, objection handling time.

Scenario-level Test Case Examples

Test Preparation: Build channel partner portal, approval flows, resource center, and performance report tasks. Create 2 partner accounts, 1 internal channel manager, and several product manager/delivery team members.

Test Case A-1: Partner Progress Sync (Positive)

• Preconditions: Partner "South China Agent" can access opportunity "GX-2025" in portal.
• Steps:
  1. Partner updates stage to "Solution Development" and fills estimated amount 1.5 million.
  2. Channel manager views internal opportunity record.
• Expected Results:
  • CRM opportunity sync updates stage and amount, records "From South China Agent."
  • Internal sales receives joint evaluation reminder.
  • Log shows update time, operator, and partner information.

Test Case B-1: Requirement Change Approval Process (Positive)

• Preconditions: Partner submits "Add Custom Interface" change; process requires product manager and delivery lead approval.
• Steps:
  1. Partner fills change details and submits.
  2. Approvers process level by level.
• Expected Results:
  • Approval tasks pushed sequentially, each node records opinions.
  • After approval, opportunity change record updates, partner receives receipt.
  • If rejected for additional materials, status marked "Rejected-Pending Supplement."

Test Case C-1: Resource Center Authorization (Positive)

• Preconditions: Upload new version "2025 Product White Paper," only visible to Gold partners.
• Steps:
  1. Channel manager uploads materials and sets permissions.
  2. Gold Partner A and Regular Partner B login to view in portal.
• Expected Results:
  • Partner A can download materials and reading log recorded.
  • Partner B has no download permission, prompts "Please upgrade partner tier."
  • Material access statistics exportable as report.

Test Case D-1: Performance Report Sending (Positive)

• Preconditions: Monthly settlement task executed; ERP data synchronized.
• Steps:
  1. Run performance summary task.
  2. Check partner administrator email and portal notifications.
• Expected Results:
  • System generates report including orders, payments, commissions, incentives details.
  • Email and portal simultaneously send download links with encryption protection.
  • Partners can confirm online or submit objections.

Test Case D-2: Objection Handling Process (Negative)

• Preconditions: Partner submits objection "Commission amount incorrect."
• Steps:
  1. Partner fills objection description in portal.
  2. Channel manager receives task and processes.
• Expected Results:
  • Objection status changes from "Submitted" to "Processing," then marks "Resolved/Rejected" after completion.
  • Processing result recorded in report log, partners can view history.

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Related Resources

• Return to Communication & Collaboration
• Continue to Omnichannel Communication Logging
• CRM Scenario Overview