Steps in the screenshots correspond to the numbers in the headings.
Integrations are constantly running between Salesforce and Big Commerce (the ATS Store software) to update records no matter where the changes have been initiated. That means that if/when a customer goes into the ATS Store and creates an account, an integration will run, and the basic information will be populated in Salesforce for the CSR to work with.
For information on how a customer creates an account in the ATS Store please see: How do I create a new account in the ATS Store?
In our example, Eric Sefton from Sefton Services, Inc. went into the ATS Store and created an account, and placed an order for a new product. This document will pick up with the information we can now see in Salesforce.
Details of the order can be seen in the screenshot below.
1. As a CSR, you will be notified that there is a new account in Salesforce by finding it on the CSR Home page Dashboard.
2. Be sure to refresh the data using the button in the upper right corner to see the most current information.
3. There is no email notification, it will just populate on the dashboard in the "Orders in the Queue".
4. Once the CSR goes in and clicks on the Order, it will automatically be assigned to that person, and after that will show in the My Open Orders Window.
Please note: The order ID in from eCommerce is NOT the same as the order ID in Salesforce. In this example, the eCommerce Order number was 420, the Salesforce order number is 317.
5. The Order can be found on the right hand side of the opportunity screen. Of course, you can also find it by simply clicking on the order number straight from the dashboard. In this case, as it is a new customer, it will be in the "Orders in Queue" window.
6. Click on the order number to enter that screen.
7. The order starts out in the Order Accepted stage.
- Once you are in the Order in Salesforce, go to ASTEA.
- Look up customer #109337. This is the customer number that is used for every eCommerce Order.
- Enter a new set code for this customer including their last name and ship to address. Example: 109337 Sefton.
None of the customers set up under the 109337 number will have by terms. All must pay by credit card.
Every time a new account is created in eCommerce, you MUST create a new set code for that account in ASTEA or billing will not process correctly.
8. On the order details, click on the pencil in the order name field and enter the ASTEA Job #
9. Enter the eCommerce Customer number 109337 followed by the customers last name (set code) in the ASTEA Key Direct Billing field.
10. Go back into the order in eCommerce and capture the payment.
11. Mark the Paid checkbox.
12. Click SAVE.
13. As a final step, mark the order activated in the top row and click the mark as current status.
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