DP - BTS CS BRD - v0.6

Dubai Properties
CRM/BTS
Requirements Document
Submission Date 9/27/2022
HQ: A: 16 El-Khartoum Street, Almaza, Heliopolis, Cairo, Egypt

www.cloudzlab.com
Version History
Version No. Date Description Modified By

0.1 30/8/2022 Document Created Sherrie Kareem
0.2 14/9/2022 Document Updated – Business Sherrie Kareem
Walkthrough and Comments by Arwa
0.3 19/9/2022 Document Updated – Yardi Approval Sherrie Kareem
Flows
0.4 21/9/2022 Document Updated – Sales Process sync Sherrie Kareem &
with case closure Aly Farag
0.5 22/9/2022 Document Updated – Collection Process Sherrie Kareem
flows and 3 new case flows
0.6 27/9/2022 Document Updated – Action Items Sherrie Kareem
Sign-Off and Approvals

The following table summarizes the reviews and approval on this document
Version
Name Position Date
Approved
Table of Contents
INTRODUCTION .................................................................................................................................................... 5
DOCUMENT AUDIENCE ................................................................................................................................................... 5
PURPOSE AND SCOPE OF THE DOCUMENT ........................................................................................................................... 5
PROJECT OBJECTIVES ..................................................................................................................................................... 5
FUNCTIONAL REQUIREMENTS .............................................................................................................................. 6
UNIT SALES CASE MANAGEMENT ..................................................................................................................................... 6
Overview.............................................................................................................................................................. 6
Detailed Requirements ........................................................................................................................................ 6
HANDOVER CASE .......................................................................................................................................................... 8
Overview.............................................................................................................................................................. 8
Detailed Requirements ........................................................................................................................................ 8
POST-HANDOVER RESELL CASE ...................................................................................................................................... 15
Overview............................................................................................................................................................ 15
Detailed Requirements ...................................................................................................................................... 15
PRE-HANDOVER RESELL CASE ........................................................................................................................................ 19
Overview............................................................................................................................................................ 19
CHANGE ADDRESS CASE ............................................................................................................................................... 23
Overview............................................................................................................................................................ 23
ADD/DELETE NAME CASE ............................................................................................................................................. 25
Overview............................................................................................................................................................ 25
TERMINATION CASE ..................................................................................................................................................... 29
Overview............................................................................................................................................................ 29
De-Faulter Termination Case ............................................................................................................................. 29
Friendly Termination Case ................................................................................................................................. 33
PRE/TITLE-DEED REGISTRATION CASE ............................................................................................................................. 36
Overview............................................................................................................................................................ 36
Title-Deed Registration ...................................................................................................................................... 36
Pre Title-Deed Registration................................................................................................................................ 38
MORTGAGE REGISTRATION CASE ................................................................................................................................... 40
Overview............................................................................................................................................................ 40
BUY-OUT CASE........................................................................................................................................................... 42
Overview............................................................................................................................................................ 42
POSTPONE INSTALMENTS CASE ...................................................................................................................................... 44
Overview............................................................................................................................................................ 44
CHANGE PAYMENT PLAN CASE ...................................................................................................................................... 45
Overview............................................................................................................................................................ 45
LPF WAIVER CASE ...................................................................................................................................................... 47
Overview............................................................................................................................................................ 47
UPGRADE/DOWNGRADE CASE ...................................................................................................................................... 49
Overview............................................................................................................................................................ 49
Egypt (HQ) - UAE www.cloudzlab.com 3
CONSOLIDATION CASE ................................................................................................................................................. 54
Overview............................................................................................................................................................ 54
RE-ALLOCATION CASE .................................................................................................................................................. 57
Overview............................................................................................................................................................ 57
COMPLAINTS CASE ...................................................................................................................................................... 61
Overview............................................................................................................................................................ 61
MODIFICATION CASE ................................................................................................................................................... 65
Overview............................................................................................................................................................ 65
SELL OFF-PLAN CASE ................................................................................................................................................... 67
Overview............................................................................................................................................................ 67
CASES – SALES SYNC .................................................................................................................................................... 69
Overview............................................................................................................................................................ 69
COLLECTION DEPARTMENT ........................................................................................................................................... 73
Overview............................................................................................................................................................ 73

Introduction
Document Audience
• CloudzLab Team
• Dubai Properties Team
Purpose and scope of the document

Requirements are statements that identify what the product does or shall do. A
requirements document defines what is needed from the product. It states the product’s
purpose and what it must achieve.
Project Objectives
Objectives are important for three reasons:
• They represent an agreement between the project manager and the project sponsor (and other
major stakeholders) on the main purpose of the project.
• They help frame the project as they determine the deliverables needed to achieve the
objectives. One can validate that all of the work that is being performed will ultimately help
achieve those objectives.
• They help declare success. At the end of the project, users should be able to determine whether
everything expected in the project objectives has, in fact, been achieved.

Functional Requirements
Unit Sales Case Management
Overview
This section describes an overview about case management/customer care team processes
for unit sales/BTS requests.
Throughout the document, a customer request is called on Salesforce “A Case”.
An opportunity = A booking
Detailed Requirements
Case Management Overview
• For BTS cases, the system shall always notify team leaders/case type and Head of Customer Care
with created cases.
• There shall be a Weekly report for all open cases.
o This report shall be sent to Customer care Head, Customer Care Team Leader (per case
type), Director of Customer Care.
• The system shall always assign cases in round-robin style per team for Customer Care
Interaction teams (each case type will be assigned within a team).
o If the case is created by a customer care agent, it shall automatically get assigned to
themselves (the creator).
• Team Leader shall be able to assign the case to an agent in the team manually if needed.
• For Customer Care Technical team, the system shall add the case to a queue for agents to
choose cases to work on.
• The system shall always notify the customer upon initiating any request (a case is opened)
through Marketing cloud channels, and upon case closure as well.
o Only in the case of Termination cases, the system shall not notify the customer on case
closure.
• If the management (according to DOA) rejected any of the below cases (as shown in the flows
below), case shall be automatically closed.
o The system shall notify assigned customer care agent with case closure.
• A PHPP is not transferrable.
o Unless with approval from Head of CC or Customer Care Chief that the PHPP account
can be changed (transferred to another account).
o If any approves, the account linked to a PHPP can be changed then.
• For all cases, the system shall check the validity of the following from the Account linked to such
case. If any has expired, the customer care agent shall be able to upload a valid copy on the
account and to reflect this on the case to proceed:
o Trade License (in the case the unit is registered under company name).
o Passport Copy
o Emirates ID
• Web-to case shall be enabled (from the portal)
• Email to case shall be enabled

• When a case is closed, the case number and final decision shall be pushed to Yardi (details to be
in the last section in this document).
Case Types
- Customer care agent shall be able to open a case and choose one of the following types;
accordingly, the workflow is triggered (as discussed below in details)
1. Handover Case Workflow Description
2. Post-Handover Resell Case Workflow Description
3. Pre-Handover Resell Case Workflow Description
4. Change Address Case Workflow Description
5. Add/Delete Name Case Workflow
6. De-Faulter Termination Case Workflow
7. Pre/Title-Deed Registration Workflow
8. Mortgage Registration Case Workflow
9. Buy-Out Case Workflow
10. Postpone Instalments Case Workflow
11. Change Payment Plan Case Workflow
12. LPF Waiver Case Workflow
13. Upgrade/Downgrade Case Workflow
14. Consolidation Case Workflow
15. Re-Allocation Case Workflow
16. Complaints Case Workflow
17. Sell Off-Plan Case Workflow
18. Modification Case
Action
Items
For fresh desk, will creating a case for a walk-in customer be an enough
replacement for creating a ticket in Freshdesk?
• Web-To-Case journey (flow through a drop-down list of case types)

o HTML form to be from the portal/website
o A form has to appear to the customer to fill it from
Notes 1
the portal based on chosen case type. Templates to be

provided with needed empty spaces.
o The system shall notify Head of Customer Care to
assign the Web-To- Case issued on the team. Or
having it round-robin way.
• Contact Centre case types (Fresh-Desk) to be included in a
separate BRD (Email-to-Case)
Notes 2
• Modification flow in Yardi has been separated into different case
flows (per type of modification)

Handover Case
Overview
This section describes an overview about handover preparation and execution cases.
Handover Case Workflow

Handover Case Workflow Description
1. Case shall be automatically created with status “New” (as per case generation rules stated
below).
2. The system shall notify Customer Care Chief , Head of Customer Care and Director of Customer
Care with the cases.
3. The Customer Care Chief shall be able to confirm on the orientation (3 months before handover)
and handover dates according to SPA (in bulk by selecting and de-selecting cases and changing
statuses).
4. The system shall add these dates to the handover case that includes the unit number.
o Once the dates are added on the case (two date/time fields), the system shall notify the
Head of Customer Care and Customer Care Director to take an action on the handover
case.
o The system shall notify collection department.
o System update case status to “Handover Date Confirmation”.
o The system shall send an email reminder to the customer to reserve an appointment for
snagging.
5. System shall allow choosing one of these actions (for the Head of Customer Care or Chief or
Director):
o Revise handover letters (In Progress – if handover to be delayed from SPA)
a. Head of Customer Care shall be able to add new courier date for notice letter.
b. The system shall notify CRM to add new email date for notice letter.
c. System shall notify Head of customer care and Customer Care Director 3 months
earlier (if possible) or 2 months or/and 45 days before added revised date (AHD)
to proceed with issuing notice letter.
d. The change in handover date shall affect the cash and PHPP cases payment
plans/installment dates (Integration with Yardi is needed in this case)
e. Go-to Step 6 (once the new date is reached)
o Handover as plan (AHD is the same as handover date in SPA)
a. System shall highlight this option to the customer care decision maker by
comparing the original handover date and added revised date/AHD by the chief.
b. Go-to Step 6
o Waiting for Management direction:
a. If the chief does not add a date on the case and keep it Pending.
b. Repeat from step 5
6. Head of customer care or Director to assign the case to a certain customer care agent as below
(check assignment rules below).
7. A Customer care specific agent shall be able to mark the checkbox “Handover is issued” once
date is reached.
o Some automatic steps take place as illustrated in the below section.
8. The system shall notify the assigned agent to the case (as per assignment rules below).
9. The system shall update the case status to “Assigned”.
10. Go-To Handover Transaction process
11. Close the case

Case Generation Rules
- Based on the Handover date in SPA (to be available as a field on SF Sales Module), the system
shall generate a report automatically with projects to be delivered 3 months earlier. Each
project shall include all units’ details within.
o The system shall notify the Customer Care Chief, Head of Customer Care and Director
of Customer Care with the report (with all units to be delivered under this project).
o Once the report is generated, the system shall create a case for each unit to be
delivered with the unit number.
o The flow goes as above.
- Collection department shall be able to change the handover date as well (Check last section in
the document).
Mark “Handover Issued”
- Customer care agent shall be able to know if orientation is not completed or not (manually).
o The information shall be marked manually on the case by the agent.
o The agent shall add the orientation appointment date.
- Once Customer care agent mark the checkbox on the handover case that the “Handover is
issued”:
o A validation shall exist by the system in this case which is that the checkbox is marked 45
days or more before confirmed handover date.
o The system shall automatically add a start date for the handover transaction for the unit
linked to this case.
o Head of Customer care shall be able to issue Notice/Handover letters and send them
according to courier and email dates on the case (Date as the one confirmed by Chief).
o Once sent, system shall update the case status to “Handover Issued”.
o The system shall issue a report to the management with all ready units (which are
units included in handover cases with status “Handover Issued”).
Case Assignment Rules
- The handover case shall be assigned to the agent entitled for this unit/project area.
- This assigned agent is the only one who can close the case later.
- The agent shall be able to re-assign the case to another agent.
o The system shall notify the original agent’s team leader to approve the re-assignment.

Handover Transaction Process
- The system shall highlight on the case (flag the case) based on the opportunity and the
account if the customer is “Cash”, “Mortgage” or “PHPP Customer”.
- On the appointment date, the agent shall be able to click “Start Handover” from the case
assigned to them.
- The system shall update the case status to “Handover Transaction”.
o The system shall notify the customer that a service request for a handover has been
generated through Marketing cloud channels.
o The system shall display for the agent the following:
§ Statement of account. If not fully paid, the system shall display the
outstanding due (through integration with Finance).
§ Valid Passport. If not valid from the Account, display an error to upload a
new one.
§ Valid Emirates ID. If not valid from the Account, display an error to upload a
new one.
§ Trade License (in the case the unit is registered under company name).
- The agent shall be able to mark all as done to proceed to next screen.
• Cash Customers Case

1. Only in the case of cash customer, the system shall notify the customer through
Marketing cloud that 100% payment of the sell value has been fulfilled.
§ If not yet fulfilled, Customer has to finalize all payments to proceed with key
release.
2. Checklist: The system shall display the following to be marked as either (Yes, No,
Not Applicable) by the agent:
§ 100% full payment (to be reflected from Yardi once finalized and recorded)
§ Title Deed registration fees (from Finance once integrated)
§ Title Deed registration completed
§ Service Charge Payment (from Community management once integrated)
§ Dewa Registration
§ Cooling registration
§ Owner Declaration signed
§ Key Released
3. If any not marked at all or marked as “No”:
§ The customer care agent shall update the case status to “Handover
Condition”.
§ The system shall keep the case pending internally without any notifications.
§ On weekly basis, the system shall send an automatic email to the customer
to finalize the key handover (Mark “Key Released” checkbox).
4. Once finalized, the system shall notify the customer through Marketing Cloud that
handover is finalized and the case shall be automatically closed.

• Mortgage (Non-Cash)Customers Case:
1. The system shall send an email notification to the client with specific reminders
once the appointment has been scheduled for a handover.
2. The checklist shall be as above and additionally include:
§ Mortgage admin fees paid (from Finance if integrated)
§ DLD Mortgage fee
§ Bank Name (to be confirmed by agent)
Condition”.
to finalize the key handover (Mark “Key Released” checkbox).
• Post-Handover Payment plan “PHPP”:

1. The checklist shall be as above and additionally include:
§ Future Installment Cheques Received (“Yes” only from Finance once
integrated; otherwise dimmed for the agent).
• If the customer is a UAE Resident but checkbox is still marked as
“No”, stop the process until changed from Finance.
• If the customer is a “Non-Residence” and checkbox is marked as
“No”, the customer care agent shall be able to generate
Undertaking Transfer Payment form to be signed and then proceed.
§ Pre-Title Deed registration fees
§ Pre-Title Deed registration completed
§ Bank Name (If applicable)
Condition”.
to finalize the key handover by finalizing the % mentioned (Based on
Threshold “Handover condition” in SPA for payment completion to have the
key).

Case statuses
• New: once the case is created automatically.

• Handover Date Confirmation: Once AHD/revised date for handover has been added to the case.
• Handover Issued: once Handover letters/Notice letter has been sent to the customer and
“Handover is issued” checkbox is marked.
• Assigned: Once the case has been assigned to a customer care agent to handle the handover
transaction.
• Handover Transaction/Execution: Once the customer is on site to complete handover and take
the key.
• Handover Condition: marked by customer care agent in case key is not released due to pending
documents or payments as per the checklist above.
• Closed: Once all checkboxes and confirmations on handover case has been finalized.
Case Escalation rules
- The system shall send a reminder to Head of Customer Care with cases that need a Notice
letter to be sent 45 days prior handover date.
o The reminder shall be sent with the cases once the case status changes to “Handover
Issued”.
- The system shall send an automatic reminder (email) to the customer once the orientation
starting date (3 months till handover date) is added on the case to reserve an appointment for
snagging.
o If the orientation appointment did not occur up until 1 month from handover date (not
marked manually on the case by customer care), the system shall send another
reminder.
Handover Case Exceptions

• The Customer Care Chief shall be able to add the revised date (AHD) for handover or keep pending
without date.
• Head of customer care/Director shall be able to review the customers’ handover list and customer
details unit by unit (case by case).
• The agent shall be able to see all decisions assigned by managers on the case to answer client’s
questions.
• The system shall enable selecting bulk cases (from the ones created on the system for handover
preparation) for the chief, Customer care director or Head of customer care to put date for all at
once.
• The system shall always check the latest date on the case and use it (whether it is the
anticipated/revised handover date or original date).

• The Handover Notice letters shall be available on the system (Templates to be shared) and the
system shall automatically update the following information from the case:
o Customer Name
o Address
o Confirmed/Revised handover date on the case which was added by the chief.
• If any unit handover case gets marked “With Mortgage” or a booking is already marked this way,
this shall be reflected to the agents during handover.
• The agent shall be able to choose the option “With Mortgage” on the PHPP handover case.
• The system shall reflect that on the case, customer’s account and
booking/opportunity; by flagging the case and the booking as “With Mortgage”
and not PHPP anymore.
• The process goes to “With Mortgage” in this case.
• The Handover case number shall be added to the customer’s account and the
booking/opportunity itself (details in the last section in this document).
• The customer care agent shall not be able to mark the checkbox “Key Released” unless all other
checkboxes have been completed.
• In case an LPF waiver case is not closed on an opportunity (case still open), the system shall not
allow closing a Handover case.
o Once LPF Waiver case is closed, proceed with handover normally.
• Templates needed throughout the process to be shared by

Notes
business and added in Salesforce

• Handover_USC Workorder has been included in the flow
Integration with Onsite application to be discussed later for

Pending
orientation snagging results
Integration with Scheduler to be discussed if within scope

Post-Handover Resell Case
Overview
This section describes an overview about Resale process post-handover.
The same flow applies for Meraas and DP Resale.
Post-Handover Resell Case Workflow

Post-Handover Resell Case Workflow Description
1. Customer can ask to resell their property and book an appointment.

2. The customer care shall be open to open a case on Salesforce; with status “New” from an
opportunity.
3. Since there shall be a handover case opened/closed on the opportunity, the case type is
automatically recorded as “post-Handover” resell.
4. Once the case is saved, the system shall send the customer an email with needed documents.
5. The customer care agent shall be able to update case status to “Under Review”.
6. The system shall notify the customer with confirmation msg that the request is now under
review.
7. If any document is unclear, the customer care agent shall be able to notify customer to re-
submit.
8. Internally, customer care agent shall be able to:
• Complete Verification (Check “Validate Documents” below)

• Go-To Create New Account Cycle (or search for an existing account as a new buyer)
• Once active and security clearance is approved, the system shall notify customer care
agent who created the buyer account.
• Customer care prints Novation Agreement from Salesforce.
• Customer care shall be able to notify the customer that they are ready to book an
appointment and pay admin fees.
9. Seller and buyer to be present at the same time.

10. The customer care agent updates the case status to “NOC”.
11. The customer care agent shall be able to mark two checkboxes for Admin fees (based on
integration with Finance for the statement of account) (525 AED) and Signed novation
agreement (add dates of signature).
12. The customer care agent shall be able to issue NOC and prints it from Salesforce (NOC Validity is
30 days)
13. The system shall notify the customer through Marketing Cloud channels that NOC is ready (on
the same day).
14. The seller takes NOC to DLD (Off-Salesforce)
15. Once Title-deed is issued under buyer name (manually uploaded by customer care agent):
1. The system shall automatically close the case (with status “Closed”).
2. The system shall reflect some changes in the sales cycle as seen in the last section in this
document.

Case Conditions
- The case can only be opened:
o After Title-Deed registration (only possible if registration is recorded on the account
and/or opportunity (to be automated if integration with DLD to exist in scope)).
o 100% payment of Sell price is recorded
o A handover case is closed which is not a PHPP flagged (Applicable for cash or with
mortgage customers).
§ If not closed, escalation matrix will be triggered for approval to proceed with the
case.
- The case shall be issued from the portal (Web-To-Case) or customer care opening the case onsite.
Case statuses
1. New
2. Under Review
3. NOC
4. Closed: once resell process is completed successfully
5. Cancelled: once resell process is cancelled
Validate Documents
- The customer care agent shall be able to mark a checkbox next to each document that it has
been submitted and clear.
- Needed Documents/checklist to be uploaded by the customer:
1. Clearance of service charge

2. Service charge to be paid in advance for 6 months in future
3. Title Deed (viewed from Handover)
4. Dewa and Cooling clearance
5. Transfer form
6. Copy of MOU
7. If Passport and Emirates ID expired (the system shall allow updating the account in this
case)
8. Trade License (in the case the unit is registered under company name).

Create Account
• Customer care agent shall be able to create a new account for the buyer if they are not
already existing accounts on Salesforce.
• This account shall go through same cycle of creating accounts in Sales module with same
security approval.
o Security Clearance might be approved or rejected (the same way as what is
currently implemented in Sales module).
o If Security clearance is rejected, the system shall notify customer care agent who
originally created the account to cancel the resale case (close the case with status
“Cancelled”).
Case Limitations
• The case shall be closed within 30 days from NOC status.

• Title-Deed is to be on the system within 30 days (manually uploaded) for case closure.
o If not within 30 days, customer care shall be able to renew NOC within additional 30
days.
o Otherwise, it shall be automatically cancelled and not renewed anymore.
o Case closed with Note (Not completed) and status “Cancelled”.
§ The customer care agent shall be able to Issue a new one and go through the
process from the beginning. (Renewal means paying admin fees again).
• Templates needed throughout the process to be shared by

business and added in Salesforce (Transfer Form, Novation
Notes
Agreement, NOC)
• Guarantee fees and 90 days for Title-deed (as per Yardi
flows) are no longer included within the above flow

Pre-Handover Resell Case
Overview
This section describes an overview about Resale process pre-handover.
The same flow applies for Meraas and DP Resale.
Pre-Handover Resell Case Workflow
Pre-Handover Resell Case Workflow Description
1. Customer can ask to resell their property and book an appointment.

2. The customer care shall be open a case on Salesforce; with status “New”.
3. Once the case is saved, the system shall send the customer an email with needed
documents.
4. The customer care agent shall be able to update case status to “Under Review”.
5. The customer must complete overdue and threshold payments on the opportunity (Off-
Salesforce).
6. The system shall notify the customer with confirmation msg that the request is now under
review.
7. If any document is unclear, the customer care agent shall be able to notify customer to re-
submit.
8. Internally, customer care agent shall be able to:
a. Complete Verification (Check “Validate Documents” below)
b. Go-To Create New Account Cycle (or search for an existing account as a new buyer)
c. Once active and security clearance is approved, the system shall notify customer
care agent who created the buyer account.
d. Customer care prints Novation Agreement from Salesforce.
e. Customer care shall be able to notify the customer that they are ready to book an
appointment and pay admin fees.
f. 100% Payment fulfilled
9. Seller and buyer to be present at the same time.
10. The customer care agent updates the case status to “NOC”.
11. The customer care agent shall be able to mark two checkboxes for Admin fees (reflected
from finance statement of account) and Signed Novation Agreement (add dates of
signature).
12. The customer care agent shall be able to issue NOC and prints it from Salesforce (NOC
Validity is 30 days)
13. The system shall notify the customer through Marketing Cloud channels that NOC is ready
(on the same day).
14. The seller takes NOC to DLD (Off-Salesforce)
15. Once Pre-Title-deed is issued under buyer name (manually uploaded by customer care
agent):
a. The system shall automatically close the case with status “Closed”.
b. The system shall reflect some changes in the sales cycle as seen in the last section in
this document.
Case Conditions
- 40% of the sell price (from statement of account) shall be recorded on the booking/opportunity
to open the case.
o The system shall allow Head of customer care to have special approval not to apply this
threshold (Exception Case as mentioned in Yardi flows).
§ This exception might be rejected or approved.
§ If rejected, the sell price threshold shall be met.
- Pre-Title deed verification (only possible if registration is recorded on the account and/or
opportunity (to be automated if integration with DLD to exist in scope)).
- No overdue on sell value or LPF or any other charges (to be reflected upon integration with Yardi).

Case statuses
1. New
2. Under Review
3. NOC
4. Closed: case status for successful resell.
5. Cancelled: Case status when the resell process is cancelled and not completed
Validate Documents
- Needed Documents/checklist to be uploaded by the customer:
a. Clearance of service charge (only in case of ready projects and not off-plan)
b. Service charge to be paid in advance for 6 months in future
c. Pre-Title Deed
d. Dewa and Cooling clearance (only in case of ready projects and not off-plan)
e. Transfer form
f. Copy of MOU
g. If Passport and Emirates ID expired (the system shall allow updating the account in this
case)
h. Trade License (in the case the unit is registered under company name).
Create Account
• Customer care agent shall be able to create a new account for the buyer if they are not
already existing accounts on Salesforce.
security approval.
originally created the account to cancel the resale case (close the case with status
“Cancelled”).

Case Limitations
• The system shall show the customer outstanding payments.

• The case shall be closed within 30 days from NOC status.
• Pre Title-Deed is to be on the system within 30 days (manually uploaded) for case closure.
days.
Case Exceptions
- Only in ready projects, the case closure shall reflect in the handover transaction PHPP (if
applicable). Accordingly, the system shall change it to “Cash” Handover case or “Mortgage”
case.
- If keys were not released yet (Checkbox not marked in handover case), new buyer will complete
latest steps of handover.
• Guarantee fees and 90 days for Title-deed (as per Yardi

Notes
flows) are no longer included within the above flow

Change Address Case
Overview
This section describes an overview about customer care team process for changing
addresses.
Change Address Case Workflow
Change Address Case Workflow Description

1. Customer care shall be able to open a case with status “New” from the customer’s
Account.
2. The System shall notify the customer with the changes made through Marketing Cloud
channels.
3. The customer care agent shall be able to fill the form needed (to be generated from the
system).
4. The system shall close the case once all marked as done.
5. The system shall update the Account’s information (address) in Salesforce (details shown
in the last section in this document).
a. The system shall update the information (address) in Yardi through integration.

Case Rules
- Changes may ONLY include:

o Phone number
o Email address
o Address
o Post box
- The case shall be opened through a specific form on portal (Web-to-Case) or through walk-in.
o If from the portal, the system shall display the form to the user to fill it himself.
o A Web-to-Case to be generated.
Case Statuses
1. New
2. Closed
Case Fields
Field Name Data Type Comments

Account ID* Read-Only Reflected automatically form
the account on which the case
was opened
Type of Change* Picklist (Multi-Selection) Values:
1. Phone number
2. Email address
3. Address
4. Post box
New information* Single Line (Text) For each chosen option from
the above picklist, the system
shall enable the agent to add a
value
(*) means that this field is mandatory for case creation
Notes
• Chg. of Address Workorder has been included in the flow

Add/Delete Name Case
Overview
This section describes an overview about customer care team process for changing names.
Add/Delete Name Case Workflow
- Customer care shall be able to open a case with status “New” from an opportunity.
- Customer care agent shall be able to choose whether the case is for adding or deleting joint
owners.
If Adding:
1. The customer care shall be able to upload passport copy and emirates ID for new co-owner on
the case.
2. The customer care shall be able to fill the form (to be generated from the system) and both sign.
3. The system search for the customer’s name in the Accounts currently on Salesforce (using
unique identifier/Account).
4. If Customer does not exist:
a. Go-To Create New Account Cycle
b. The system shall notify customer care agent once the account is active (since the
customer care agent shall be the account creator).
5. The customer care agent shall be able to mark the following points in the checklist as done
a. Standard amendment agreement to sign.
b. Admin fees (to be reflected from the statement of account)
6. The printed receipt for fees shall be reflected from Finance (Cashier) in Yardi on Salesforce for
the case and Account.
7. Customer care agent shall be able to initiate agreement from Salesforce for the customer to
sign.
a. Customer care agent shall be able to mark two checkboxes for the below signatures.
Once checkbox is marked, the signature date shall be added on the case for the
agreement:
i. Customer signature
ii. DP Signature
8. Customer care agent shall be able to issue NOC from Salesforce and prints it
9. The system shall notify the customer through marketing Cloud channels that NOC is ready (on
the same day).
10. The system shall update the case status to “At DLD”
11. Once Pre-Title Deed is issued under new name (manually uploaded by customer care agent), the
new account is linked for this opportunity (New Owner).
12. The system shall automatically close the case (status “Closed”).
a. The system shall include the new co-owner in the unit and booking/opportunity on
which the case was opened (details in a separate section below).

If Deleting:
1. The customer care shall be able to upload passport copy and emirates ID for this co-owner to be
deleted.
2. The customer care shall be able to fill the form and both sign (or from the portal).
3. The customer care agent shall be able to mark the following points in the checklist as done
i. Standard amendment agreement to sign.
ii. Admin fees
4. The printed receipt for fees shall be reflected from Finance (Cashier) in Yardi on Salesforce for
the case and Account.
5. Customer care agent shall be able to initiate agreement from Salesforce for the customer to
sign.
a. Customer care agent shall be able to mark two checkboxes for the below signatures.
Once checkbox is marked, the signature date shall be added on the case for the
agreement:
ii. DP Signature
6. Customer care agent shall be able to issue NOC from Salesforce and prints it
7. The system shall notify the customer through marketing Cloud channels that NOC is ready (on
the same day).
8. The system shall update the case status to “At DLD”
9. Once Pre-Title Deed is issued under updated names (manually uploaded by customer care
agent), this deleted account (co-owner) shall be removed from the opportunity and all related
items.
10. The system shall automatically close the case (Status “Closed”).
a. The system shall detach/delete the co-owner from the unit and booking/opportunity on
which the case was opened (details in a separate section below)..
Case Rules
- The case shall be opened through a specific form on portal (Web-to-Case) or through walk-in.
o If from the portal, the system shall display the form to the user to fill it himself.
o A Web-to-Case to be generated.
- There is no limit in the number of names to be added or deleted.
- The case shall be opened from a specific customer’s account.
- PHPP remains valid since original owner is still there.
- The case shall be closed within 30 days from “At DLD” status.
- Pre Title-Deed is to be on the system within 30 days (manually uploaded by the agent) for case
closure.
days.

Case Fields

Opportunity ID* Read-Only Reflected automatically form
the opportunity on which the
case was opened
Co-Owner Action* 2 Checkboxes Values:
1. Add Co-Owner
2. Delete Co-
Owner
Passport Copy* Attachment

Emirates ID* Attachment
Co-owner Lookup-field Enable the agent to search for
the customer if already has an
account
Create Account
• Customer care agent shall be able to create a new account for the new co-owner if they are
not already existing accounts on Salesforce.
security approval.
originally created the account to cancel the case (close the case with status
“Cancelled”).
Case Conditions
- The system shall check the following before allowing the customer care agent to open a case of
this type:
I. Valid passport and emirates ID

a. If not valid, the customer care agent shall be able to update the customer’s
account first before opening the case.
II. Trade License (in the case the unit is registered under company name).
III. No overdue fees
IV. Before handover (No handover case is recorded/opened on the booking/opportunity)

Case Statuses
1. New
2. At DLD
3. Closed
4. Cancelled (case status in the case of not completing the flow)
• List of documents needed in the checklist to be shared by

the business
• Request template to be shared to be available on Salesforce
and Web portal
Notes
• MOD_USC flows as well as corresponding work orders from

Yardi are included in the flow (but the requirements
collected extended the flow till case closure)

Termination Case
Overview
This section describes an overview about the termination process.
There are two types (to be flagged on the case)
1. Friendly termination
2. De-faulter termination
The system shall issue a report to Head of Customer Care with all closed cases for termination on
monthly basis.
De-Faulter Termination Case

De-Faulter Termination Case Workflow

De-Faulter Termination Case Workflow Description
1. The process starts at the Collection Department as explained below.

2. A case of type “Termination” and sub-type “De-Faulter Termination” gets created with status
“New” (either manually by Customer Care team as received from Collection Manager or
triggered from Collection department automatically (as stated below)).
3. The system shall notify Customer care Team Leader to act upon the case.
4. The Customer care Team Leader shall be able to choose one of the following options: DLD,
Court.
a. If “Court”, other decisions shall be taken as well before case assignment:
i. A checklist to appear to customer care team leader to complete all documents.
ii. Customer care Team Leader or Customer care Director shall be able to choose
either to terminate or execute the SPA.
5. The system shall assign the case to a specific agent in round-robin after Team leader action, the
system updates the case to “Assigned”.
6. If DLD:
a. The customer care agent shall send an email to DLD.
b. The request shall be handled through land department and updates to be added on the
case manually (If to be an integration phase, the customer care shall be able to receive a
notification on Salesforce with the case results).
c. Land department either dis/approve termination request (Off Salesforce).
d. Customer care assigned agent shall be able to update DLD Feedback
(dis/approve/additional info is needed)
i. If rejected, there must be a reason.
ii. If additional info, keep the case in progress until dis/approve.
iii. If approved (land dep already did de- registration):
1. The system shall update the unit status to “Under Termination” on
Salesforce (It is currently only doable on Yardi).
2. The system shall notify Customer Care Chief for approval to start fund
re-allocation.
a. If rejected, the system shall send the case to Head or director of
Customer care to act.
b. These parties shall be able to send the case back to the chief to
approve or approve it themselves.
3. The system shall send an email to finance to re- allocate funds (on Yardi
and then reflected on Salesforce)
4. Once funds are re-allocated, the system has the unit back to inventory
as “Available”.
5. Salesforce shall start the Cancellation approval flow already
implemented for inventory availability.
6. The system shall close case and notify the assigned customer care agent
(Case Status “Terminated”).
7. If Court:
a. Customer care agent shall get notified to send an email to legal team in Dubai Holding
with the decision taken.

i. Customer care agent shall be able to update the case with the feedback from
legal/court (SPA will be executed or the court will terminate) with action
required from customer care.
b. If SPA executed (so customer has paid in court):
1. The system shall automatically close the case (Case Status: “Closed”).
c. If terminated:
i. The system shall update the unit status to “Under Termination” on Salesforce (It
is currently only doable on Yardi).
ii. The system shall notify customer care chief to approve (cannot reject in this
case).
iii. The system shall send an email to finance to re- allocate funds (on Yardi and
then reflected on Salesforce)
iv. Once funds are re-allocated, the system has the unit back to inventory as
“Available”.
v. Salesforce shall start the Cancellation approval flow already implemented for
inventory availability.
vi. The system shall close case and notify customer care (Case Status
“Terminated”).
Case Statuses
1. New: case status once created

2. Assigned: case status once assigned to a customer care agent to proceed as per Team
Leader actions
3. Terminated: case status when termination has been finalized successfully
4. Closed: case status when SPA is executed and termination did not happen
Case SLAs
De-Faulter Termination case shall be closed in a duration of maximum 3 months (change status from
“New” to “Closed” or “New” to “Terminated”).
Collection Department Process
i. The system shall check payment due dates for customers on daily basis.
§ This is based on SPA and its payment plan for each opportunity and linked
account.
ii. The system shall automatically notify the customer 30-15-7-1 days before payment due date.
§ Notifications are emails sent to registered emails on the customer’s account.
iii. If payment has not been recorded on Yardi, and reflected on Salesforce up until payment due
date, the system shall notify the customer 1 day after due date, then 7,15,30 days.

iv. After a total of 8 notifications for this customer; and no payment has been recorded yet, the
system shall report this customer to the assigned collector.
§ The system shall issue a report to each collector with all his customers with
pending payments.
§ The report is to be updated regularly
v. Collector shall be able to issue a Legal notice with 30 days validity for these units/opportunities
separately (Button next to each customer record to issue legal notice from the system).
vi. If no payment is recorded after 30 days, the collector shall be able to re-issue another legal notice
with validity 30 days.
vii. If yet not paid, the system shall notify Collection Manager with these accounts/opportunities.
viii. Collection manager shall be able to approve to start de-faulter termination (Button “Approve”
that triggers the flow)
§ For each approved termination after legal notice re-issuance, the system will
trigger the creation of a new termination case.
§ The flow goes as above.
ix. At any moment, if the payment is recorded, the system shall:
§ Remove the opportunity and the customer’s account from the notifications.
§ Remove the opportunity and the customer’s account from the collector’s list for
legal notice issuance.
§ Remove the opportunity and the customer’s account from the approval list of
Collection Manager for termination.
x. If any changes occurred to the payment plan or SPA, this shall be reflected on Salesforce and
Yardi.
§ The system shall consider the new dates for notifications and collection
department processes
Case Exceptions
• If an LPF Waiver case is opened on the same opportunity, the system shall automatically notify
Director of Customer Care or Head of Customer Care (check LPF Waiver Case Workflow):
o If approved, termination case shall be cancelled and termination is not done (Status:
“Closed” and not “Terminated”).
o The system shall notify termination and collection department to stop termination.
• Are there any other Collection department conditions

available on Yardi that has not been taken into
consideration and need to be onboarded in Salesforce?
Action Items
• Court case: need checklist for Customer care

• To review the final table at the end of document P. 69 to
finalize the Effect on Opportunity cycle
• We need Legal Notice template needed by Collection
department within the flow

Friendly Termination Case
Friendly Termination Case Workflow
Friendly Termination Case Workflow Description
1. Customer care shall be able to open a case upon customer’s request; with status “New”/”
Assigned”.
2. Customer care shall prepare a memo (Resolution Form).
3. The system shall notify Management based on DOA “Delegation of authority” and update case
status to “In Progress”.
a. If rejected: the system shall close the case automatically and notify the assigned
customer care agent (Status “Closed”).
4. Once Mngt approves: customer care sends an email to Legal Department in DP (internal) to
prepare termination agreement.
5. Once prepared, legal department in DP (internal) shall send agreement to customer care agent
to upload it on the case (after being signed).
6. There might be required payments in the memo to be finalized.
7. Customer care shall be able to notify client to come and sign (and do payments if applicable).
8. Customer care approves signature and upload on the system.

a. Customer care agent shall mark 2 checkboxes for 2 signatures on Legal Agreement
(Customer signature and Developer signature).
• Once checkbox is marked, the system automatically add signature date.
9. The customer care de-registration team start title-deed de-registration process with Land
department.
a. This shall be completed within 2-3 weeks
10. The case shall be updated with de-registration (manually by customer care).
11. The system shall notify Sales Operations IM to cancel the opportunity and post cancellation
charge.
12. Once Salesforce gets updated with complete payment for the charge posted from Finance, the
system shall close case and notify customer care (Case status: “Terminated”).
13. Once case closed here, a notification shall be sent to the customer that termination has been
finalized.
• The system shall update the unit status to “Under Termination” on Salesforce (It
is currently only doable on Yardi).
• The system shall send an email to finance to re- allocate funds or process refund
(on Yardi and then reflected on Salesforce)
• Once funds are re-allocated, the system has the unit back to inventory as
“Available”.
• Salesforce shall start the Cancellation approval flow already implemented for
inventory availability.
Case Statuses
1. New
2. Assigned
3. In Progress
4. Terminated
5. Closed: when termination has stopped and the opportunity has not been terminated
DLD De-Registration
1. The customer care starts the de-registration process with Land department (Off Salesforce).
2. The request shall be handled through land department and updates to be added on the case
manually (If to be integration with DLD, the customer care shall be able to receive a
3. Customer care shall be able to update DLD Feedback
4. Once approved, this means that Land department has terminated the title-deed for the
owner.

Case SLAs
Friendly Termination case shall be closed in a duration of maximum 3 weeks (change status from “New”
to “Terminated”).
• We need Termination memo with reasons

Action
• To review the final table at the end of document P. 69 to

Item
finalize the Effect on Opportunity cycle
• Cancellation_USC from Yardi and BTSCancellation

Notes
workorder are included in the flow

Pre/Title-Deed Registration Case
Overview
This section describes an overview about customer care team process for the registration
of title-deed or pre title-deed.
There are two sub-types to be identified on the case
1. Title-Deed registration
2. Pre Title-Deed registration
- There shall be a Weekly report for all open Title-Deed cases.
Title-Deed Registration
Title-Deed Registration Workflow
Title-Deed Registration Workflow Description

1. Customer care shall be able to open the case with status “New” from an opportunity.
a. Passport copy/emirates ID to be shown to the agent as read-only if they are valid.
Otherwise, the system shall flag them on the Account to enable the upload of updated
ones because they are expired (Uploads to occur on the Account).
b. Trade License (in the case the unit is registered under company name).

2. Customer care agent shall validate the payment of DLD and admin fees (Upon integration with
Finance, this shall be automatically reflected on the case).
3. Customer care agent shall notify the customer to come and sign the DSR application.
a. Customer care agent shall mark 2 checkboxes for 2 signatures on the application
b. Once checkbox is marked, the system automatically adds signature date.
5. Once available, customer care agent shall be able to start the title-deed registration process
through DLD system (Off Salesforce).
6. Customer care agent shall be able to upload the registration manually to close the case.
a. If to be integration with DLD, the title-deed shall be automatically reflected on SF from
DLD and accordingly, the system shall automatically close the case.
Case Statuses
a. New
b. Closed
Case Conditions
- The system shall not allow opening a case of “Title-Deed registration” unless 100% sell value
payment is done. Otherwise, the system shall not allow opening the case.
- Customer care agent shall be able to open this case type from PHPP handover case once
closed/finalized.
- Customer care agent shall be able to open this case type as a normal standalone case.
- The system shall clearly differentiate between cash customers and Mortgage customers once the
case is opened to handle title-deed issuance target.

Pre Title-Deed Registration
Pre Title-Deed Registration Workflow
Pre Title-Deed Registration Workflow Description

1. Once unit is converted to “Sold”, system shall send an email to Finance to complete Top-Up
2. Finance shall be able to Top-Up within 2 weeks max as SLA (Off Salesforce).
3. Once completed, Finance team shall send an email to customer care to open the case from an
opportunity.
b. Upon integration, the finance top-up shall be reflected on Salesforce so that the
customer care receives the notification automatically.
c. Passport copy/emirates ID to be shown to the agent as read-only if they are valid.
Otherwise, the system shall flag them on the Account to enable the upload of updated
ones because they are expired (Uploads to occur on the Account).
d. Trade License (in the case the unit is registered under company name).
e. Needed payments shall be recorded from Finance in Yardi and reflected on Salesforce.
4. Customer care agent shall validate the payment of DLD and admin fees (Upon integration with
Finance, this shall be automatically reflected on the case).
5. Customer care agent shall notify the customer to come and sign the DSR application.
a. Customer care agent shall mark 2 checkboxes for 2 signatures on the application
b. Once checkbox is marked, the system automatically add signature date

7. Once done, customer care agent shall be able to start the title-deed registration process
through DLD; Land dep system (Off Salesforce).
8. Customer care agent shall be able to upload the registration manually to close the case.
a. If to be integration with DLD, the pre-title deed shall be automatically reflected on SF
from DLD and accordingly, the system shall automatically close the case.
b. Once sell value is fully paid, the customer care team leader shall receive an
email/notification that this unit is now eligible for title-deed if not yet done.
Case Statuses
a. New
b. Closed
Case Conditions
- The system shall clearly differentiate between cash customers and Mortgage customers once the
case is opened.
- The case shall be closed within 30 days max as an SLA (change status from “New” to “Closed”).
- No NOC is needed in these cases.
- CP-Reg of TD (in Yardi approval flows) is different from the

approved flow above (as process to be handled by DLD)
- CP-PreReg of TD (in Yardi approval flows) is different from
Notes
the approved flow above (as process to be handled by

DLD)

Mortgage Registration Case
Overview
This section describes an overview about customer care team process for Mortgage
registration.
Mortgage Registration Case Workflow
Mortgage Registration Case Workflow Description

(Enhancements has been included from the flow shared during scope)
1. A customer requests to register mortgage for his booking.
2. Customer care team shall be able to open a case of type “Mortgage Registration” from a
booking/opportunity or Account.
• Can be opened/allowed through PHPP handover case as well.
• The system shall reflect the case number on the booking/opportunity
3. The system shows needed documents to be uploaded on the case (to be shared by the
business).
4. Customer care agent verifies the documents.
5. Customer care agent shall be able to check all needed payments as well as admin fees required
(Upon integration with Finance, this shall be reflected automatically on the case and customer’s
account).
6. Customer Care adds bank name and mode of mortgage.
7. The system shall flag the unit as “Mortgage Unit”.
8. The system shall flag the opportunity as “Mortgage”.
9. Customer Care has to open Pre/Title Deed registration case (with Mortgage) from the current
case through DLD system (Off Salesforce).
• In this case, Go-To “Pre/Title-Deed Registration Workflow case flow.
• The system shall add the case numbers to each other.
10. Once Pre/Title Deed registration case is closed, the system shall automatically close the
“Mortgage Registration” case (parallel closure).
Verify Documents
- Customer care agent shall be able to mark separate checkboxes for each document to be
uploaded on the case.
- Only then, the customer care agent shall be able to add the bank name and mode of mortgage.
• Flow is different from Yardi Flows (CP-Reg of MortG) as per

enhancements discussed by Customer care (for example, no
Notes
NOC)
• No De-registration for Mortgage to take place by DP.

Buy-Out Case
Overview
This section describes an overview about customer care team process for buy-out.
Buy-Out Case Workflow
1. Customer care shall be able to open a case with type “Buy-Out” from an opportunity with status
“New”.
a. The system checks the earliest installment recorded, if it is within 1 year or more, the
case is opened. Otherwise, the system shall display an error that the case cannot be
opened to the issuer.
b. If there exist one installment within 3 months from the request (case opened), this
installment is excluded from buy-out.
2. The customer care agent shall be able to fill in the Buy-Out calculation sheet on the system.
3. The customer care agent shall send an email to Finance Director to verify Buy-Out calculation
sheet.
4. Once received, the customer care agent shall upload the sheet on the case.
5. The system shall send an email to Finance Chief to approve.
6. The system shall notify Commercial Chief with the case to approve.
7. Once both approved: the system shall send an email to notify Customer care team agent.
a. If any rejects, the case is closed.
8. Customer care agent to send an email to legal department to prepare agreement (Off Salesforce).
9. Customer sign and payments resolved (Off Salesforce).
a. Customer care agent shall mark 2 checkboxes for 2 signatures on Legal Agreement
i. Once checkbox is marked, the system automatically add signature date.
10. The customer care agent shall send an email to finance team to do the discount on the system as
what the customer has paid and update the sell price.
11. Upon this email, the system shall close the case automatically.

Case Conditions
- This case is opened when the customer has future instalments and decided to pay in advance
(with a discount) the whole remaining sell value.
- This case is only eligible if the earliest instalment is after 1 year or further. Otherwise, the
system shall not allow opening a case of this type.
• Buy-out Calculation sheet has been shared by email. To be

included as template on SF
• NO DOA Approval is needed
Notes
• CP Modification work order is included in the flow above

(No Amendments flow from Yardi)

Postpone Instalments Case
Overview
This section describes an overview about customer care team process for postponing
instalments.
Postpone Instalments Case Workflow
• Customer care shall be able to Open a case with type “Postpone Instalments” with status
“New”; from an opportunity.
• Customer care shall be able to fill in the needed form (template to be shared by the business).
• Once done on the case, the system shall notify as per DOA for the one who approves.
• Once approved, the system shall notify back customer care agent, who send an email to legal
department for the legal agreement.
• Once received, customer care agent shall be able to upload the agreement on the case and
notify the customer.
• Customer shall visit the office to sign and provide cheque (If applicable)
o Once cheque received and checkbox marked (Cheque Received), Customer care changes
the cheque date to the new one approved and included in the form.
o If it is an international customer, the customer care agent shall mark a checkbox
(Cheque Not Applicable).
o Customer care agent shall mark 2 checkboxes for 2 signatures on Legal Agreement
§ Once checkbox is marked, the system shall automatically add signature date.
• Once cheque date is changed, the system shall close the case.
• This process requires a change in payment plan installment which is under the booking from which
the case was opened.
Case Conditions
- The system shall always reflect the original Due date for the cheque from the opportunity.
- The case shall only include one cheque.
- The case shall not be closed unless the new cheque date (installment date) has been added
on the case.
o If it is an international customer, the customer care agent shall mark the checkbox
that (Cheque not Applicable).
o If it is an Emirates resident, the customer care agent shall mark the checkbox
(Cheque Received).
• CP Modification work order is included in the flow above

Notes
(“Extension for Installment Date” flow from Yardi)

Change Payment Plan Case
Overview
This section describes an overview about customer care team process for requests
regarding changing payment plans
Change Payment Plan Case Workflow

Change Payment Plan Case Workflow Description
1. The customer care agent opens a case with status “New” from the opportunity.
2. Customer care agent shall be able to fill in the needed form (template to be shared by the
business).
3. The system notifies as per DOA for approval.
4. The system shall notify customer care agent with approval to send an email to legal
department to prepare the payment plan as requested and provide the legal agreement.
5. Customer signs and customer care agent shall upload the agreement on the case.
a. Customer care agent shall mark 2 checkboxes for 2 signatures on Legal
Agreement (Customer signature and Developer signature).
i. Once checkbox is marked, the system shall automatically add signature
date.
6. Customer care shall identify on the case if cheque/PDC applicable or not (applicable for
residents only).
7. Customer care shall upload the new payment plan on the case.
a. Accordingly, the system shall reflect the new payment plan on the opportunity on
which the case was opened and the customer’s account.
8. The system shall automatically close the case
Case Conditions
- A change of payment plan case can be issued through collection department as well (if they
will have access to Salesforce).
• CP Modification work order and Mod_USC Amendments

flow from Yardi are included in the flow above (with some
Notes
enhancements from customer care)

LPF Waiver Case
Overview
regarding Late-Payment Fee Waiver (aka: LPF Waiver)
LPF Waiver Case Workflow
LPF Waiver Case Workflow Description

1. Customer care shall be able to open a case with status “New” (from a certain opportunity) and fill
in required form as per customer request.
2. The customer care agent shall be able to choose a reason for the LPF waiver case.
3. The system shall notify the customer using Marketing Cloud channels that an LPF Waiver case has
been issued for them.
4. The case goes for approval as per DOA in customer care team.
5. Once approved, the system shall notify customer care to proceed.
6. Customer care shall be able to notify customer to finalize the payment.
7. The customer care agent shall send an email to notify finance to adjust payments and
discounts/Credit Note.

8. Finance shall be able to update statement of account (SOA) (to be reflected on SF upon
integration).
9. The system shall close the case automatically once payments are finalized as per the SOA (through
integration with Finance).
Case Fields

case was opened
Reason* Picklist (Single-Selection) Values to be shared by the
business for the drop-down list
Case Exceptions
• The case shall be opened by customer care team upon a customer’s request
• If there is a termination case opened on the same opportunity, the system shall automatically
notify Director of Customer Care or Head of Customer Care:
o If approved, termination case shall be cancelled and termination is not done (Status:
“Closed” and not “Cancelled”).
o The system shall notify termination and send an email to collection department to stop
termination.
• In case an LPF waiver case is opened on an opportunity, the system shall not allow
opening/closing a Handover case.
• We need LPF Waiver Calculator and where exactly it is

Action
Item
going to be handled in the flow
• No work-orders or amendments are included in Yardi flows

Notes

Upgrade/Downgrade Case
Overview
regarding Upgrade or Downgrade.
Upgrade/Downgrade Case Workflow

Upgrade/Downgrade Case Workflow Description
1. Customer request to upgrade/downgrade the unit.
2. Customer care shall be able to open a new Case of type “Upgrade/Downgrade”; with status “New”
from the booking/opportunity.
3. The customer care agent shall be able to specify whether the case is upgrade or downgrade from a
drop-down list.
4. The system shall reflect the original unit on the case from the opportunity on which the case was
opened.
5. Customer care shall be able to prepare the needed memo.
6. The system shall notify authorities for approval on the memo as per DOA.
a. The customer care agent shall mark two checkboxes on the case for the 2 following
signatures. Once each checkbox is marked, the system shall add signature date.
ii. DOA signature
b. Pricing shall be approved/rejected as per DOA as well.
7. Once both marked, the system shall notify the Sales Inventory team with case details, and approved
memos.
- Go-To Inventory Team process
8. The customer care agent shall be able to access the campaign and check available units in inventory
with the customer.
9. The customer care agent shall go through the Sales process (as implemented) for the new unit and
shall be able to choose a new unit for the customer as requested.
a. Go-To Sales process
b. The system shall update the case status to “Opportunity In Progress”.
10. Once the customer care change opportunity status to “Reserved”, they shall send an email to legal
team for downgrade/upgrade agreement.
11. The system shall update the case status to “SPA Generation”.
12. Customer care shall be able to generate SPA from the opportunity (as per the Sales cycle already
implemented in Salesforce).
13. Customer sign SPA agreement and do any payment if required (Off Salesforce).
14. Once done, Customer care agent shall be able to upload the signed SPA agreement on the case.
a. Customer care agent shall mark 2 checkboxes for 2 signatures on the Agreement (Customer
signature and Developer signature).
i. Once checkbox is marked, the system automatically adds signature date.
15. Once customer and Developer sign (Dual Signature) on SPA, Customer care convert unit status to
“Sold”.
16. The system shall send an email to Finance to re-allocate funds from previous to new unit.

17. Customer care agent shall be able to change case status to “NOC” to issue NOC on the case from
Salesforce for pre/Title-Deed registration (based on payment %) for the new unit at DLD.
a. Customer care agent shall notify customer care de-registration team de-register the
previous unit in land department.
b. Customer care shall update the case with approval of land department for new title-deed
issued (or automatically if to be an integration phase).
18. The system shall automatically close the case (with status “Closed”) once the DLD approves.
a. The system shall change Original/Old unit status to “Available” in inventory.
b. The existing cancellation workflow shall be initiated at this step for inventory availability.
c. The system shall flag the existing opportunity from which the case was opened as “Upgrade”
or “Downgrade”.
Case Statuses
2. New: once the case is opened on Salesforce
3. Opportunity in Progress: case status during the sales process and an opportunity creation/update
4. SPA Generation: case status once the memo is approved on the case
5. NOC: case status updated by customer care agent to issue NOC for the customer pre pre/title-
deed registration.
6. Closed: case status once DLD approves with new registration.
7. Cancelled: case status if upgrade/downgrade process was not completed
Case Fields

case was opened
Current Unit* Read-Only Reflected automatically form
case was opened
Project* Lookup field Customer Care agent to
choose from DHRE projects
the required project by the
customer
Type of Change* 2 Checkboxes Values:
1. Upgrade
2. Downgrade
Case status* Picklist (Single-Selection) Values as shown below


Inventory Team Process
- Once the inventory team is notified with the case, they shall be able to access the project
required by the customer, and any comments from the customer.
- Inventory Team shall be able to:
o Approve: give inventory access and notify CC as shown below
o Reject:
§ This means that no empty units are available that match customer’s request.
§ The system shall notify Customer care agent to handle this with the customer
or close the case later (with status “Cancelled”).
- If approved, Inventory team will allocate certain inventory (x options) to make it visible for
Customer Care agent assigned on the case.
- To share inventory:
o Inventory team shall be able to create a campaign.
o Inventory team shall be able to add campaign members (which include the customer
care agent).
o The campaign shall include specific inventory units available for such case.
Sales Process
- Customer Care agent shall be able to create a new opportunity from the case.
- The system shall add the new opportunity number to the case and customer’s account.
- The customer care agent shall be able to add a new unit to the opportunity from the ones
shared in the campaign by inventory team.
- Once a unit is added to the created opportunity, the system shall notify inventory team with
the new unit and opportunity.
- Once opportunity status change to “Booked”, the system shall notify Inventory team with all
opportunity details.
- Throughout the process, Customer care shall be able to generate SPA from the opportunity
(as per the Sales cycle already implemented in Salesforce).
DLD De-Registration
1. The customer care shall start the de-registration process with Land department.
2. The request shall be handled through land department and updates to be added on the case
manually (If to be an integration phase later, the customer care shall be able to receive a
4. Once approved, this means that Land department has finalized the de-registration for the
old unit.

• We need the Memo for Upgrade/Downgrade
Action Items
• We need confirmation that SPA to be generated on the
opportunity is already implemented and all needed
information is available

Notes

Consolidation Case
Overview
regarding consolidation. This case is issued when the customer has more than 2 units and
above, and wants to merge some of them.
Consolidation Case Workflow
Consolidation Case Workflow Description

1. Customer care shall be able to open a case for consolidation with status “New” from a
certain customer’s account.
2. The system shall display for the agent all opportunities available for this account to
choose which unit are needed in the merge (Each opportunity has only one unit).
3. Customer care shall be able to fill a memo (template to be shared from the business)
4. The system shall send for DOA approval.
5. If Rejected (Not eligible for Merge): the system shall notify customer care agent to close
the case.
6. If Approved (Eligible for Merge): the system shall notify customer care agent to send an
email to legal department to prepare the agreement.

7. Customer care signs agreement with customer and upload it on the case.
a. Customer care agent shall mark 2 checkboxes for 2 signatures on Legal
Agreement (Customer signature and Developer signature).
i. Once checkbox is marked, the system shall automatically add signature
date.
8. Customer care agent shall notify Inventory team with the case and approvals to create a
third unit in inventory for the merge.
9. Once created, the customer care agent shall be able to create a new opportunity with this
new unit and add the opportunity ID to the case (Same Sales Process already
implemented).
a. Go-To Sales Process
10. Once Opportunity ID is added on the case, the system shall send an email to Finance (NO
SPA because the same unit exists)
11. Finance re-allocates the funds on the new opportunity (Off Salesforce).
a. The system shall reflect SOA from Finance (Integration with Yardi) and all required
payments to be finalized before case closure based on the memo (to be handled
by Finance).
12. Once done, the system shall notify customer care de-registration team for de-registration
for DLD (as discussed below for the cancelled unit/opportunity).
13. Once de-registration is finalized:
a. The system shall close the merged opportunities with flag “Consolidated”.
b. The system shall close the case.
Case Fields

was opened
Opportunity ID/s* Picklist (Multi-Selection) Values are reflected
automatically from all
opportunities linked to this
account
Sales Process
- The customer care agent shall be able to add the newly created unit to the opportunity (the
one merged by Inventory team).

DLD De-Registration
1. The customer care shall start the de-registration process with Land department.
2. The request shall be handled through land department and updates to be added on the
case manually (If to be integration phase later, the customer care shall be able to
receive a notification on Salesforce with the case results).
4. Once approved, this means that Land department has finalized the de-registration.
• Consolidation work-order is different from the above flow

(as confirmed by Customer Care that the flow has been
Notes
updated)

Re-Allocation Case
Overview
regarding reallocation. This case is issued either for requesting a new unit, or existing unit.
Re-Allocation Case Workflow
1. Customer care shall be able to open a new case for re-allocation with status “New” from an
account.
2. Customer care shall be able to identify whether to re-allocate to an existing unit (search for this
opportunity) or the request shall have a new unit.
3. Customer care shall be able to fill the needed memo (template to be shared by the business).
4. The system shall send for DOA approval.
5. If Rejected: the system shall notify customer care agent to close the case automatically
6. If Approved: the system shall notify customer care agent to send an email to legal department to
prepare the agreement.
7. Customer care signs agreement with customer and upload it on the case.
• Customer care agent shall mark 2 checkboxes for 2 signatures on Legal Agreement
• Once checkbox is marked, the system automatically shall add signature date.
8. If reallocation to happen to a new unit:
• Customer care shall be able to mark a Checkbox (SPA Needed) in case of new unit.
• Sales process shall occur as in Up/Downgrade flow discussed above.
• Go-To New unit flow (details below)
9. The customer care agent shall send an email to Finance to re-allocate the funds from previous to
new opportunity.
10. Once done, the system shall notify customer care for de- registration for DLD (as discussed below).
11. Once approved, the system shall close the case.
• The units that have been de-registered from land department shall be back to inventory
as “Available. The existing cancellation approval process must be initiated at this stage.
• The system shall flag the existing opportunity from which the case was opened as “Re-
Allocated”.

Case Fields

was opened
Existing Unit Checkbox If marked, the system shall
display available opportunities
for this account to choose
from
New Unit Checkbox If marked, the system shall
allow the creation of a new
opportunity to this account
New unit flow
1. The system shall notify the Sales Inventory team with case details, and approved memos.
- Go-To Inventory Team process
2. The customer care agent shall be able to access the campaign and check available units in
inventory with the customer.
3. The customer care agent shall go through the Sales process (as implemented) for the new unit
and shall be able to choose a new unit for the customer as requested.
- Go-To Sales process
- The system shall update the case status to “Opportunity In Progress”.
4. Once the customer care change opportunity status to “Reserved”, they shall send an email to
legal team for the legal agreement.
5. The system shall update the case status to “SPA Generation”.
6. Customer care shall be able to generate SPA from the opportunity (as per the Sales cycle already
implemented in Salesforce).
7. Customer sign SPA agreement and do any payment if required (Off Salesforce).
8. Once done, Customer care agent shall be able to upload the signed SPA agreement on the case.
- Customer care agent shall mark 2 checkboxes for 2 signatures on the Agreement
1. Once checkbox is marked, the system automatically adds signature date.
9. Once customer and Developer sign (Dual Signature) on SPA, Customer care convert unit status
to “Sold”.

Inventory Team Process
- Once the inventory team is notified with the case, they shall be able to access the project
required by the customer, and any comments from the customer.
- Inventory Team shall be able to:
o Approve: give inventory access and notify CC as shown below
o Reject:
§ This means that no empty units are available that match customer’s request.
§ The system shall notify Customer care agent to handle this with the customer
or close the case later.
- If approved, Inventory team will allocate certain inventory (x options) to make it visible for
Customer Care agent assigned on the case.
- To share inventory:
o Inventory team shall be able to create a campaign.
o Inventory team shall be able to add campaign members (which include the customer
care agent).
o The campaign shall include specific inventory units available for such case.
Sales Process
- The customer care agent shall be able to add a new unit to the opportunity from the ones
shared in the campaign by inventory team.
- Throughout the process, Customer care shall be able to generate SPA from the opportunity
(as per the Sales cycle already implemented in Salesforce).
DLD De-Registration
1. The customer care shall start the de-registration process with Land department (Off
Salesforce).
2. The request shall be handled through land department and updates to be added on the
case manually (If to be integration phase later, the customer care shall be able to
receive a notification on Salesforce with the case results).
4. Once approved, this means that Land department has finalized the title-deed de-
registration.
Case Exceptions
- If the customer care agent has added a new unit on the case for the customer and SPA
checkbox has been marked, then new title deed registration process shall start from the case.
o The customer care agent shall be able to open a case of type “pre/Title-Deed
Registration” from the current case and add case numbers on both cases (to be
linked).
o The case shall not be closed unless the Title-Deed registration case is closed.

Notes
• Is NOC needed?
Action Item
• We need confirmation on the logic behind the flow

suggested above for the process discussed and how it
affects opportunity cycle

Complaints Case
Overview
regarding handling complaints.
Complaints Case Workflow Overview
1. Customer care/Call centre Back-Desk agent shall be able to open a new case with status “New”
from a customer’s account.
• If the creator is customer care agent, the case gets assigned to himself.
• If the creator is Call centre back-desk agent, the case gets assigned to himself unless
required escalation (as per Escalation hierarchy shown below).
2. The agent shall be able to identify the type of complaint on the case.
3. The agent shall be able to proceed with the case and answer the customer directly to close the
case.
4. The agent shall be able to choose to notify a specific department for advice or confirmation.
• If they cannot find in the drop-down list the needed department, they shall be able to
send them emails from within the case and update the case with their replies.
• Go-To Notify for Advice sub-process
• If needed higher authority, the agent shall transfer the case as per Approval/Escalation
Process Sequence (choose from this list who to escalate to)
• Go-To Escalation Process section
5. Once done, the agent shall be able to close the case.
• The agent shall be able to approve the complaint:
• The agent shall write the action (Mandatory before case closure)
• The agent shall close the case.
• The agent shall flag the case as “Approved Complaint”
• The agent shall be able to reject the complaint:
• The agent shall close the case.
• The agent shall flag the case as “Rejected Complaint”
Case Statuses
1. New
2. Assigned
3. Closed

Case Fields

was opened
Case Status* Picklist (Single-Selection) Values:
1. New
2. Assigned
3. Closed
Type of Compliant Picklist (Multi-Selection) Values as stated below for

case category
Case Generation
- The case of type “Complaints” shall be issued through different channels:
§ Walk-in
§ Email (Email-to-Case)
§ Portal (Web-to-Case)
§ Call centre
- The agent shall be able to choose the Case Category (Type of Complaint):
o Late Payment Fee
o Payment Plan
o Process
o Fees
o Layouts
o Communication
o Progress For Construction
o Pre/Title-Deed Registration
o Snagging
o GFA (Built Up Area)
o Sales And Purchase Agreements
o Service Charge
o Compensation
o Hand Over
o NOC related to Lands
o Land Use Change
o Resell
o Others (The agent shall be able to write free text then)
Notify for Advice

- The system shall enable the customer care agent to choose from a drop-down list the needed
department for advice.
- Once chosen, the system shall send an email with the case to the selected department
o Legal Deparment
o Business Developement
o North25
o Community Management
o Finance Department
o Collection Department
o Others (Free text to write another department)
- Once the reply is received, the agent shall be able to add it on the case to notify the customer back.
o The agent shall be able to update the case with replies received from notified
departments.
o Possible actions:
§ Approve (with conditions): Conditions to be written on the case by the agent
§ Approve
§ Reject
§ Additional info
Case SLAs
- Case SLAs are divided in 3:
o 2 Days Maximum for each Department to send their comments and answer the inquires
(2 days to add replies on the case through customer care agent if another department got
notified).
o 2 days for any higher authority to close the case if the case got escalated upon agent’s
request (as shown below).
o 5 Days for the Case Lifetime (From status “New” to “Closed”)
- If any SLA got breached, the case should go through the Higher Level of Authority based on
the Escalation Process Hierarchy.
o Accordingly, the system shall add an SLA of 1 day.

Escalation Process/ Approval Process Sequence:
- Customer care agent team leader and Director shall always be notified with escalations.
- Based on the assigned authority level on the case, the system shall notify/escalate to the next
level automatically upon SLA Violation.
- If needed higher authority decision on the complaint case, the acting role on the case shall be able
to choose who to escalate the case to:
- Each role shall have one day SLA to reply
1. Front/Back Office Agent

2. Team Leader
3. Director Of Customer Care
4. Head Of Customer Care
5. Chief Of The Commercial
• If the case is assigned to an agent and 2 days SLA has

passed for updating the case with the received comments
from the department, the system shall notify the agents’
Team Leader.
Example
• If the agent escalates to a higher authority by himself, the 2

days SLA shall start from the beginning of the assignment.
• If an SLA got breached, and the case was escalated
automatically, this higher authority shall have 1 day (solve
or escalate). Otherwise, the system shall escalate again.

Notes

Modification Case
Overview
This section describes an overview about customer care team process for handling
customers’ requests of type “Modifications”.
Modification Case Workflow Description
1. Customer care shall be able to open a new case for modifications with status “New” from an
opportunity.
2. Customer Care agent shall be able to attach proposed drawings and validate needed documents
received from the customer.
3. Once verified, the system shall notify Customer Care Technical team to proceed.
4. The system shall update the case status to “Under Review”.
5. Customer care technical team agent shall be able to:
- Approve:
o The system shall notify the customer care interaction team agent to proceed.
- Reject:
o The system shall close the case automatically.
o The system shall flag the case as “Rejected Modifications”
o The system shall send an email to the customer notifying them that their request
has been rejected.
o End process
- Request additional information:
o The system shall notify back the customer care interaction team agent to follow-
up with the customer.
o The technical team agent may forward the case (in an email or in-app notification)
to other departments (such as Business Development) for advice or additional
information.
§ If the other department rejected, the case shall be back to technical team
agent to act.
§ Back to step 4
6. Customer shall arrive onsite to fulfill needed payments if any (integration with Yardi is needed in
this case).
7. Customer care agent shall be able to issue NOC from Salesforce.
8. Once issued, approval flow shall be triggered as per DOA to sign the issued NOC.
9. Once signed and reflected on the case, the system shall automatically close the case (and flag it
as “Approved Modifications”).

Validate Documents
- Needed Documents/checklist to be uploaded by the customer.
Case Statuses
1. New
2. Under Review
3. Closed
Case Conditions
- This case shall be opened from an opportunity only if a handover case is recorded on such
opportunity.
- The system shall not enable issuing a new case of type “Modification” before handover.
• Minor Modifications flow was supposed to be shared by the

Action
Items
Yardi Team (if it is different from the above flow)

Notes
CP-Mod-NoCharge and CP-Int Ext Modi workorder are included in the

above flow

Sell Off-Plan Case
Overview
This section describes an overview about customer care team process for handling
customers’ requests of type “Sell Off-Plan” for units sold however the building is not
finished yet .
Sell Off-Plan Case Workflow
1. Customer care team shall be able to open a case of type “Sell Off-Plan” from a
booking/opportunity or Account upon customer’s request; with status “New”.
2. The system shows needed documents to be uploaded on the case (to be shared by the business)
to notify the customer with them.
3. Customer care agent verifies the documents.
4. Customer care agent shall send an email to Legal department with the case.
5. The system shall update the case status to “Sent to Legal”.
6. Legal Department shall be able to (and the customer care agent act accordingly on the case):
• Reject:
• Customer care agent shall be able to change the case status to “Closed” with a
reason shared from the legal department.
• An email shall be sent to the customer that their request has been rejected.
• End process
• Approve:
• Customer care agent shall be able to change the case status to “Approved”
• Flow to be discussed
• Additional information:
• Customer care agent communicates with the customer for any needed
information and update the case.
• The customer care agent sends again to legal department.
• Back to step 5
Case Generation Rules
The system shall only allow issuing this case type if:
1. No outstanding service charge (Manually checked or through integration with Community

Management if exists)
2. No overdue as per the SPA (Through integration with Yardi - Finance)

Case Statuses
1. New: once case is created

2. Sent to Legal: once an email is sent to Legal department
3. Closed: case status updated by customer care agent when the Sell off-Plan case is rejected by
legal department
4. Approved: case status updated by customer care agent when the Sell off-Plan case is accepted by
legal department
Verify Documents
- Customer care agent shall be able to mark separate checkboxes for each document to be
uploaded on the case.
• The above Flow is still missing needed actions in case of

Action
Item
approval from legal department on the request

Notes

Cases – Sales Sync
Overview
This section describes an overview about how each case initiation and closure shall affect
the current sales process
Overview
Case Type Effect on Account Effect on Opportunity/Booking
Handover Case The case shall be linked to the The case shall be linked to the
customer’s Account (Buyer booking/opportunity itself.
included in the opportunity).
Pre/Post-Handover Resell - The seller account shall - Once the case is closed,
remain on the old the system triggers the
opportunity that will creation of a new
be marked as opportunity from the
“Resold”. buyer’s account.
- The buyer account is - Customer Care team
active for this unit and shall be able to create
linked opportunity this opportunity.
(New Owner). - The system shall link
- The newly created the new opportunity to
opportunity shall be the old one.
accessible from the new - Once new opportunity
buyer’s account is Closed Won, the
system shall update the
old opportunity to “Re
Sold” status to keep the
history of the first
owner.
Change Address Case The system shall update this -

information in the Account on
which the case was opened
(whatever changed).
Add/Delete Name Case If added: the new account will Updates shall be reflected in the
be added to the buyer’s list opportunity buyer’s list
(Opportunity linked to this
account); and marked as
“Active”.
If deleted: the deleted co-owner
will be flagged as “Inactive” in
the owner’s list.

Termination (De- - The system shall trigger
Faulter/Friendly) the existing termination
approval flow.
- To check with technical
team if this flow affects
opportunity and unit
statuses.
Pre/Title-Deed Registration - The case shall be linked

Case to the booking/
opportunity itself.
- Add a flag on the
opportunity to say that
it is registered.
Mortgage Registration Case The account shall be flagged as - The system shall flag the
“Mortgage Account” opportunity as
“Mortgage.
- Currently, this is
handled through the
Exception object. Once
the agent updates
payment plan and
submit the changes for
approval as per DOA and
they are approved, it
then replaces the
existing payment plan
details with the
approved one.
- Then is to be pushed to
yardi
Buy-Out Case - Currently, this is

handled through the
the agent updates
payment plan and
then replaces the
details with the
approved one.
Yardi
Postpone Installments Case - This process requires a

change in payment plan
installment which is
under the booking.
- Currently, this is
handled through the
the agent updates
payment plan and
then replaces the
details with the
approved one.
Yardi.
Change Payment Plan Case - Currently, this is

handled through the
the agent updates
payment plan and
then replaces the
details with the
approved one.
Yardi
LPF Waiver Case - SOA (Statement of Account) to

be updated by Finance as per

the above flow in Yardi. Upon
integration, the updated SOA
shall be reflected in Salesforce
on the opportunity on which
the case was opened.
Upgrade/Downgrade Case In the flow above The system shall flag the
existing opportunity from which
the case was opened as
“Upgrade” or “Downgrade”.
Consolidation Case - - Currently, a third unit gets
created in inventory and a new
opportunity is created for it.
- The system shall close the
merged opportunities with flag
“Consolidated”.
Reallocation Case - The system shall flag the
existing opportunity from which
the case was opened as “Re-
Allocated”.
Complaints Case The case number shall be added -

to the customer’s Account
Sell Off-Plan Case
Modification Case - The case shall be linked to the
booking/opportunity itself.
• Yardi Integration:
Action Items
o Yardi touch-points to reflect case closure from

Salesforce
o Needed integration touch-points with Yardi for
Finance for each case flow

Collection Department
Overview
This section describes an overview about collection department workflows to be available
on Salesforce
Termination and Legal Notice Overview
- Flow is discussed as a trigger for the de-faulter termination case (case explained above).
- This workflow shall trigger both: BTS and Land Sales de-faulter termination workflow
Handover dates Change Overview

- Collection department team shall have access to change the new handover date on SF and on the
payment plans.
- If done by Customer Care (as illustrated above in Handover Case workflow), the system shall notify
collection department with new dates.
- For Cash and PHPP opportunities, changes in handover date affects payment plan and accordingly,
needed payments notifications from collection department (Integration with Yardi shall be
discussed here).
Bounced Cheque Overview

- As per the payment plan, as soon as Finance has bounced cheque on Yardi, Salesforce shall reflect
that bounced cheque on the opportunity (through integration).
- The system shall notify the assigned collector to this account on Salesforce.
- Collector shall communicate with the customer.
- If no reply, the de-faulter legal notice process flow by the collector shall start.
- To share from “Yardi team” approval flows “excel sheets” if

needed for Collection department.
Action Items
- Some differences have been mentioned from the flows received

in a PDF file for Collection Department (Such as notifications
duration), exceptions and Aging cases not discussed. Will need
further discussions if any requirements to be added to the
above.

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Dubai Properties

HQ: A: 16 El-Khartoum Street, Almaza, Heliopolis, Cairo, Egypt

Version No. Date Description Modified By

Sign-Off and Approvals

Egypt (HQ) - UAE www.cloudzlab.com 4

Purpose and scope of the document

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• Web-To-Case journey (flow through a drop-down list of case types)

the portal based on chosen case type. Templates to be

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Egypt (HQ) - UAE www.cloudzlab.com 10

Mark “Handover Issued”

Case Assignment Rules

Egypt (HQ) - UAE www.cloudzlab.com 11

• Cash Customers Case

Egypt (HQ) - UAE www.cloudzlab.com 12

• Post-Handover Payment plan “PHPP”:

Egypt (HQ) - UAE www.cloudzlab.com 13

• New: once the case is created automatically.

Case Escalation rules

Handover Case Exceptions

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• Templates needed throughout the process to be shared by

business and added in Salesforce

Integration with Onsite application to be discussed later for

orientation snagging results

Integration with Scheduler to be discussed if within scope

Egypt (HQ) - UAE www.cloudzlab.com 15

Egypt (HQ) - UAE www.cloudzlab.com 16

1. Customer can ask to resell their property and book an appointment.

• Complete Verification (Check “Validate Documents” below)

9. Seller and buyer to be present at the same time.

Egypt (HQ) - UAE www.cloudzlab.com 17

1. Clearance of service charge

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• The case shall be closed within 30 days from NOC status.

• Templates needed throughout the process to be shared by

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Pre-Handover Resell Case Workflow Description

1. Customer can ask to resell their property and book an appointment.

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• The system shall show the customer outstanding payments.

• Guarantee fees and 90 days for Title-deed (as per Yardi

flows) are no longer included within the above flow

Egypt (HQ) - UAE www.cloudzlab.com 23

Change Address Case Workflow Description

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- Changes may ONLY include:

Field Name Data Type Comments

• Chg. of Address Workorder has been included in the flow

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Field Name Data Type Comments

Passport Copy* Attachment

I. Valid passport and emirates ID

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• List of documents needed in the checklist to be shared by

• MOD_USC flows as well as corresponding work orders from