One of the most important things to understand when discussing eCommerce is that you really have to think of it as part of a bigger process. While it is possible to have a stand alone order in Salesforce, it is NOT possible to have a stand-alone order in eCommerce.
Products
Products are created and housed in Salesforce and then integrate over to eCommerce.
In reality, IPS offers a number of options to customers, including New, Repair, Outsource, Legacy, Refurbished, Surplus and more. For the initial launch of the eCommerce store, we will only be offering New and Repair options. These are designated by -New or -Rep at the end of the SKU.
- If a product has a -NEW at the end of the SKU, it could be either a Legacy item or a new build or a distributed product from Harvard or PartsCo.
- If a product has -REP at the end of the SKU, it could be either a mechanical or an electrical repair. It could also be a non-priced repair or it could have a price.
- Because we are using the Product Price Type to designate whether it is a new or repaired item, we can simplify the product setup: the SKU, picture, description, product attributes etc. can be entered once and shared between the -NEW and -REP item.
Basically, eCommerce allows the customer to self-serve. Whether you are talking about an order placed by a customer on the ATS store for COVID Supplies, an IPS Sales Rep entering a repair order for one of their sites, or an FMS buyer purchasing Harvard/PartsCo for a site, all of these orders will go to Salesforce via an integration that is continually running between the two systems.
Throughout the Wiki, there are documents that focus on how to process each piece of the transaction in the various systems. Here are some important concepts for you to understand before we start.
Basic Concepts: Hierarchy of an Order
1. When using the ATS Store, if anything in your cart is repairable the integration will always deal with the repair first. Repairs are handled through the quoting process.
2. If there are NO repairs in your order, it will skip the quoting process and go straight to an order. 99% of the time if you are purchasing something new, IPS will either have to create a legacy job to build it or a Harvard job to pick it (but it doesn’t need a quote.)
3. There are 5 scenarios out of eCommerce to Salesforce
3.1. If the job contains Only PRICED Repairs in eCommerce – Creates a Quote in Quote Hold status in Salesforce.
3.2. If the job contains Only ZERO-DOLLAR Repairs – Creates a Quote in the Evaluation Pending stage in Salesforce
3.3. If the job contains only New or Legacy product – Creates an order in Order Accepted status in Salesforce
3.4. If the job contains $0 repair with another product (anything) – Creates a Quote in the Evaluation Pending Stage in Salesforce
3.5. If the job containing PRICED Repair plus another product – Creates a Quote in the Quote Hold stage in Salesforce.
Basic Concepts: Discounts
4. Discounts are set on the Account Record in Salesforce.
You can see by the screenshot below that they are set based on the product type, not by a specific SKU.
5. When the customer goes to purchase an item in the ATS Store, as long as they are signed in to their account, their discounts will be applied.
If they do NOT sign in, and continue as a guest, the integration will relate the order to the account (by finding the email associated with the account) but the discount will NOT be given.
6. As opposed to Salesforce which gives discounts by percentage on a product group, in eCommerce, the discounts are product specific.
To confirm that the customer received the proper discount.
7. Log into the Big Commerce Admin panel.
8. Click on Products and choose Price list.
9. Search for the Price list associated with the customer.
10. Once you are in the price list, search for the part.
11. You will see the Catalog price, discount, and the Customer's price.
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