In the eCommerce store, zero-dollar items for repair will be marked with a banner that says: Request Quote for Pricing. This helps differentiate the product from FREE items that may be available in the store.
- This banner is for informational purposes only. The customer still clicks on the part name to add the part to the cart and proceeds to checkout as normal.
- If s/he clicks on the Request Quote for Pricing, they will be taken to a form to submit an email to the CSR Team.
This article will pick up from the point where the customer has entered the order in the ATS Store, the integration has run, and it is now in Salesforce.
1. Log into Salesforce.
As the order contains non-priced item, it will start as a quote in the EVALUATION PENDING status.
On the CSR Dashboard page, you will find this under either Open Quotes in Queue (if a CSR has not yet been assigned) or My Open Quotes (if a CSR has been assigned)
2. Go to the CSR Home Page Dashboard.
If Salesforce doesn't open to the Dashboard, go to Dashboard and choose Home Page - CSR.
3. Click Refresh.
The dashboard does not automatically refresh, nor does it automatically refresh when you click on a report from the Dashboard.
4. Since we have plenty of items in the My Open Quotes window, we will be working from there (as these are already assigned to me as a CSR.)
You can either click the four arrows to open the window, or click the view report. I am choosing the View Report Option.
5. The Report Window Loads.
In our screenshot, you can see that Quote Q-00970 is in Evaluation Pending Status, while the others are in Quote Hold. Evaluation Pending means that quote has a non-priced item that needs to be addressed.
6. Click on the Quote Number.
7. This brings you to the quote screen.
8. Click on Edit Lines.
9. The Quote Lines Screen Populates. Go to the end of the line and click the drop-down arrow.
10. Click the Pencil next to the order number and enter the ASTEA job Number.
11. Click Save.
You would need to complete this step for all products that are on the Quote.
12. Click Generate Document and follow the process to email it to the customer so that they can send it in to be evaluated.
The product arrives on site. In ASTEA, the job goes to Station 300 to be evaluated, then goes to Pricing Queue to be priced (352). Once all the information is present on the quote, it is moved to Station 363 in ASTEA. The CSR Team Runs a report to see which quotes are in Station 363, then adds the information to Salesforce and resends the quote.
13. Click Edit Lines and click the down arrow on the detail for the line.
14. Click on the pencil next to External Notes. Copy and Paste the technician notes into this field and save.
15. Click on the pencil next to list price and update the price from Zero to the quoted price.
Any discounts on the account record will be applied at this time.
16. As a final step, move down to the bottom of the middle column and click the evaluation complete checkbox.
17. Click Save.
18. As a best practice, click on the pencil next to Quote name and enter the ASTEA job number.
19. Move the Status to Presented, and click the Mark Status as Complete Button.
The quote is now removed from the Dashboard as it has an order number on the line.
There are three things that can happen at this point:
- The customer can ACCEPT the price - which is outlined in the steps below.
- The customer REJECTS the price. Change the quantity to zero and save. You would then move the Status to Rejected and complete the information on why. This will cancel the order in Salesforce and eCommerce.
- The customer wants to negotiate a lower price, and we agree to the lower price. (instead of $475 they want to pay $450.) You would go back and ‘edit lines’ on the quote line again and save. THIS IS EASIEST TO DO PRIOR TO ACCEPTING THE QUOTE… That is why you leave the Quote in Presented status until the customer accepts the offer.
20. Once the customer has agreed to the price and the order, you will move the status to Accepted and Click Mark Status as Complete. The confetti flies!
When the quote is accepted, Salesforce will LOCK the quote and the quote lines, and it will COPY that information into an ORDER in Salesforce( this is where any additional work will be done). All of the quote line information is copied to the Order lines i.e. ASTEA job number, list price, etc.
The key determination on what happens next is how the customer originally paid for the order.
- If the customer originally paid by Credit Card or PayPal, a new cart will be generated so the new amount can be authorized. This is outlined in the steps below.
- If the Account has terms and the original request was Paid by PO, the CSR Team will send the customer an email with the updated cost to approve/deny. No second cart will be sent.
21. At this point, a new cart is created for the customer with the updated amount. An email is sent to the eCommerce email address on the Account record in Salesforce. This allows them to reauthorize the new amount.
If the customer doesn't receive the email, the CSR has the ability to re-trigger it from Salesforce. This can be done as many times as necessary. | How do I re-trigger the cart if the customer has not checked out with the new price?
22. The customer clicks on "Approve Order Payment" and is taken to the ATS Store to checkout.
- Once the customer checks out with the new cart, the existing order is canceled and the new order is created.
- The new order is linked to the previous quote, so all of the information is retained.
23. The Order is under the related tab from the quote.
24. Click on the Order Number hyperlink to enter the order.
25. The Order starts in Order Accepted Status.
26. You can see that the job name carried over from the quote.
27. If you want to confirm details of the order, you can see the product under the related tab. You can also see the Quote Line, dollar amount, and eCommerce Order number in the line details.
If, once the quote has become an order, updates are needed that will affect the price, the system will move the order to Order Hold. Once further approval is received, Salesforce will return the status to Order Accepted.
The CSR Supervisor will run the Closed job report every day to see which jobs are ready to be closed and shipped out.
28. The CSR then scrolls down to the Shipping and Billing section on the order.
29. If the customer paid by Credit Card or PayPal, the CSR must go to the Big Commerce Admin Portal and Capture the funds.
30. After capturing the funds, mark the Paid checkbox with a checkmark.
31. Tracking information is entered on the Order.
32. Move the status to Activated and choose Mark Status as Complete.
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