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 product is already priced, it enters the quoting stage in Quote Hold.
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 the screenshot below, you can see that all of the quotes are in the Quote Hold status. This means that all of the Quotes are for priced products. We are going to work with Q-000971, as it only has one product.
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.
Once the Job Number is entered, it will fall off the CSR Dashboard.
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. The IPS Team evaluates the product and adds notes to the External field. Regenerate the document to resend to the customer.
If there are changes to the price due to excessive damage or inability to repair, you would need to make changes to the price and get approval from the customer to continue with the repair.
13. Once the customer accepts, you would mark that checkbox on the Quote Line as Customer Accepted. As long as there are no changes needed, you can move the quote straight to the Accepted status and Mark as Completed Status.
The Confetti flies.
When they Accept the Quote – 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.
14. The Order can now be found under the Related tab from the quote.
15. Click on the Order Number hyperlink to enter the order.
16. The Order starts in Order Accepted Status.
17. You can see that the Job Name (ASTEA Job #) carried over from the quote.
If, for some reason it is not present, you can click on the pencil to edit the field and enter it in the Order Name field.
18. 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 any updates need to be made to the order for price, quantity, tax, shipping, etc, the order can remain in Order Accepted. Depending on how the customer paid for the item, a 2nd cart may be issued (if they paid by CC or PayPal.) If this happens, Salesforce will move the status to Order Hold until the customer completes the second cart checkout, at which time the status will return 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.
19. The CSR then scrolls down to the Shipping and Billing section on the order.
20. If the customer paid by Credit Card or PayPal, the CSR must go to the Big Commerce Admin Portal and Capture the funds.
21. After capturing the funds, mark the Paid checkbox with a checkmark.
22. Tracking information is entered on the Order. Click Save.
23. Move the status to Activated and choose Mark Status as Complete.
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