Steps in the screenshots correspond to the numbers in the headings.
The CSR Dashboard in Salesforce is where you will see the majority of outstanding work that needs to be performed. This document will cover some of the basic navigation of the workspace.
If your profile does not default to the CSR Home Page Dashboard, you can always go to the Dashboard Tab, and find it that way.
Let's break down each segment of the dashboard.
1. The Top Panel of the Dashboard will tell you when the dashboard was last refreshed. As a best practice, you should always begin by hitting the Refresh button to see the most recent data.
2. The Top Panel is My Unpaid Open Orders. In the future, this may be moved to the CSR Supervisor Dashboard only.
- This panel (and corresponding report) will show all Orders that have been paid by credit card during the original purchase from the ATS Store.
- When the initial transaction occurs, we authorize the credit card/PayPal for the dollar amount of the job. There are many times, like with a non-priced repair, that this price will change by the time it is an order.
- After that, we have 29 days to reclaim the funds against that authorization, or we must re-authorize.
- You will find any orders that have you as the owner that were paid for by credit card and are coming due for either payment or re-authorization.
- How do I process credit card transactions in eCommerce?
- Please note that anything in blue text is a hyperlink. In the screenshot below, you could click on the Order number, and be taken immediately into the order details in Salesforce.
- To return back to the dashboard, simply click the Back arrow.
- To view the panel full screen, click the four-arrow icon in the upper right corner.
- To see the report, click on the View Report wording.
The next row refers to things that are in the Queue. The "Queue" means that it has been assigned to the CSR Queue, because there is not a Customer Service Rep assigned. A CSR can be assigned in one of two ways: 1) The Supervisor can go in and assign it to a rep, or 2) Once a rep goes into the record, and does something in the record, it will automatically assign it to them, or they can assign themselves as the CSR.
3. ORDERS in the Queue refer to New or Legacy products that need to be processed. Once a quote has been approved by the customer, it is turned into an order.
4. QUOTES in the Queue refer to Repairs that need to be processed. These can be either priced or zero dollar quotes.
5. CASES in the Queue refer to Customer Service Transactions that need to be addressed. These could be anything from address change requests, to requests for products not found on the site, to questions that need to be answered.
The bottom row follows the same navigation and flow -- but these windows show things that are specifically ASSIGNED TO YOU.
6. MY OPEN ORDERS shows the status, Order Number, Account Name, and last modified date.
7. MY OPEN QUOTES will ALSO show your ASTEA Key (Direct Billing) and ASTEA Key (Partner/Distributor Billing.)
8. MY OPEN CASES shows the Account, Subject, and Age.
9. When you click on the four arrow icon, a pop-up window opens. Clicking the download chart icon allows you to get a printout of the list. The chart will download as a graphic, not an excel file.
You can use the Navigation arrows to move between the three panels (My Open Orders, My Open Quotes, My Open Cases.
10. You also have the option from the windows of choosing the report instead of just the window. The benefit of choosing the report option vs. just viewing in a window is that you can adjust the sorting options. You can also see more information from this view.
Choose whichever option works best for you.
11. The bottom panel is Orders Modified by customer. These are orders created from EVALS where, when confirming and checking out with the second cart, they changed something on the order.
The CSR now has the ability to resend the cart if the customer accidentally deleted it or did not process it right. This can be done any number of times. | How do I re-trigger the cart if the customer has not checked out with the new price? | Customer Service Representative | Industrial Parts & Service Wiki (efactorypro.com)
Other reports can be developed or modified for the dashboard as needed, so please make sure you're letting us know what works best for you.
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