Whole Home Security Review – Configuration Request Workflow

Created by Lamont Gibson, Modified on Mon, 22 Jun at 10:10 PM by Lamont Gibson

Purpose

This workflow is used when a customer wants a complete review of their home's security, safety, monitoring, access control, cameras, lighting, notifications, and automation systems.

The goal is to identify vulnerabilities, improve awareness, optimize existing smart devices, and recommend enhancements before suggesting major purchases.

Customer Trigger Phrases

Examples:

Review my home security
How secure is my home?
What security improvements do you recommend?
Perform a security audit
Review my cameras and sensors
Help protect my home
Identify security weaknesses
Improve my home security
Evaluate my smart home security
What am I missing?

Step 1 – Ticket Creation

Freshdesk creates a ticket.

Category:

Smart Security

Request Type:

Whole Home Security Review

Status:

New

Step 2 – In Review

Determine the customer's goals.

Crime Prevention

Examples:

Deter criminals
Improve visibility
Increase awareness

Family Safety

Examples:

Child safety
Senior safety
Emergency notifications

Property Protection

Examples:

Monitor entry points
Protect vehicles
Protect packages

Smart Home Integration

Examples:

Cameras
Locks
Lighting
Security systems

Step 3 – Information Collection

Collect:

Property Information

House
Condo
Townhome
Apartment

Property Size

Approximate square footage
Number of floors

Existing Security Equipment

Examples:

Cameras
Doorbell cameras
Smart locks
Alarm systems
Motion sensors
Door sensors
Window sensors

Existing Smart Home Devices

Examples:

Alexa
SmartThings
Ring
ADT
Nest
MyQ

Customer Concerns

Examples:

Break-ins
Package theft
Unauthorized access
Family safety
Vacation monitoring

Step 4 – Move to In Progress

Customer information is attached to the GHL contact.

Information passed includes:

Property information
Existing equipment
Smart home devices
Security concerns
Customer goals

The SmartHomeConcierge.ai Bot begins a complete security assessment.

Step 5 – Security Assessment

Entry Point Review

Review:

Front door
Back door
Garage access
Side doors
Sliding doors

Determine:

Existing protection
Access control gaps

Camera Coverage Review

Review:

Front yard
Driveway
Backyard
Garage
Side yard

Determine:

Blind spots
Coverage gaps
Recording limitations

Lighting Review

Review:

Entry lighting
Motion lighting
Pathway lighting

Determine:

Dark areas
Visibility concerns

Access Control Review

Review:

Smart locks
Keypad access
Family access
Guest access

Determine:

Unauthorized access risks
User management issues

Notification Review

Review:

Camera alerts
Motion alerts
Door alerts
Security alerts

Determine:

Missing notifications
Excessive notifications

Automation Review

Review:

Away routines
Vacation routines
Nighttime routines

Determine:

Missed automation opportunities

Step 6 – Security Recommendations

Level 1 – No Purchases Required

Review and optimize:

Camera Settings

Motion zones
Smart alerts
Recording settings

Notification Settings

Person alerts
Vehicle alerts
Entry alerts

Smart Lock Settings

User access
Guest access
Auto-lock settings

Security Automations

Goodnight routines
Away routines
Vacation routines

Level 2 – Existing Equipment Optimization

Identify capabilities already owned but not configured.

Examples:

Cameras

Smart detection
Activity zones
Package alerts

Smart Locks

Auto-lock
Access scheduling

Security Systems

Arming schedules
Notification customization

Level 3 – Security Enhancement Recommendations

Only after optimization opportunities are exhausted.

Possible recommendations:

Additional Cameras

Improve coverage.

Smart Locks

Improve access control.

Motion Lighting

Improve visibility.

Door and Window Sensors

Increase awareness.

Alarm System Upgrades

Increase protection.

Step 7 – SmartHomeConcierge.ai Configuration Services

SmartHomeConcierge.ai may assist with:

Camera Configuration

Motion zones
Smart alerts
Recording settings

Lock Configuration

User management
Access codes
Auto-lock settings

Security System Configuration

Arming schedules
Notification settings

Automation Configuration

Away mode
Vacation mode
Goodnight mode

Smart Home Integration

Alexa integration
SmartThings integration
Security ecosystem integration

Step 8 – Recommended Enhancements

Additional recommendations may include:

Package Protection

Doorbell cameras
Delivery notifications

Pet Monitoring

Pet cameras
Yard monitoring

Senior Safety

Activity monitoring
Wellness alerts

Emergency Awareness

Smoke alerts
Water leak alerts
Carbon monoxide alerts

Step 9 – Customer Response

Example:

"We reviewed your property's entry points, camera coverage, lighting, access control, notifications, and automation settings. Several opportunities were identified to improve security using your existing smart home equipment before recommending additional purchases."

Step 10 – Resolved

Work Completed:

Security review completed
Existing equipment reviewed
Vulnerabilities identified
Recommendations delivered

Status:

Resolved

SMS Sent:

"Your SmartHomeConcierge.ai Whole Home Security Review is complete. Please review the recommendations and contact us if you would like assistance implementing any of the suggested improvements."

Step 11 – Closed

Customer confirms recommendations received.

Status:

Closed

Knowledge Capture

Document:

Property type
Existing security equipment
Vulnerabilities identified
Recommendations provided
Configuration changes
Customer outcome

Freshdesk Bot Learning

Capture:

Common security concerns
Successful security improvements
Effective automation strategies

SmartHomeConcierge.ai Bot Learning

Learn:

Common security gaps
Successful security configurations
Effective protection strategies
Future security enhancement opportunities

Goal

The goal of this workflow is to evaluate, optimize, and strengthen the customer's entire home security ecosystem by improving awareness, protection, automation, and response capabilities before recommending additional equipment purchases.