The main difference between these and other NON-PRICED EVALS is that these companies will almost always be set up with Terms that allow them to Pay by PO. Additionally, they may have discounts, have shipping options that allow them to charge to their account, and may be tax exempt.
This article will pick up from the point where the ATS Buyer/IPS Sales Rep or Customer has entered the job for an EVAL in the ATS Store, the integration has run, and it is now in Salesforce.
Remember, when selecting the product, encourage the customer to always click on the product ID and not the Request for Quote Hyperlink.
The hyperlink will take you to a place where they can enter a case, and the CSR team can follow up on that question. If they click on the product Id, the CSR team will be able to process the quote from the start.
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. Today we are working from the Quotes in the Customer Service Queue.
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-1526 is in Evaluation Pending Status, while some of the others are in Quote Hold. This means that THIS quote has a non-priced item that needs to be addressed. In the eCommerce, the customer is seeing a status of Awaiting Evaluation.
6. Click on the Quote Number. This brings you to the Quote screen.
7. Click on the pencil and enter the ASTEA Job # under the Quote Name field.
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 that are on the account will be applied at this time.
The quote is now removed from the Dashboard as it has an order number on the line.
16. As a final step, move down to the bottom of the middle column and click the Evaluation Complete checkbox.
As you saw in the screenshot under #12, because this is an EVAL for a zero-priced repair, an evaluation is REQUIRED. You will not be able to move on with the process until that checkbox is checked.
17. Click Save.
18. The status is now in Evaluation Complete. We need to send out the document one more time to see if the site is agreeing to the price. Click Generate Document and email it out.
19. Move the Status to Presented, and click the Mark Status as Complete Button.
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. In this case move the quote to rejected and set the status. You would then Log into the eCommerce site and ‘cancel’ the order manually if it’s a 1 line quote. Otherwise if the new price is rejected and it’s a multi-line quote, you should set the quantity to zero.
- 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 IMPORTANT TO DO PRIOR TO ACCEPTING THE QUOTE… to have the cleanest process.
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 you 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.
When the customer checked out on their original order, they had a zero dollar order. We now need them to approve the order for the new amount. Because they Paid by PO, he CSR will email the Buyer/Rep with the new price.
If the customer paid by CC/PayPal, they receive a second cart and must check out to reauthorize the payment.
21. When they email the CSR back that they approve the quote, the CSR moves the Quote to Activated and clicks as Mark as Complete.
22. The original order is canceled in eCommerce and the new order is created.
23. The new order shows up in awaiting payment status in the Big Commerce Admin Portal because it was paid by PO.
All of the new information is transferred from the quote and info entered in checkout to the new order.
24. The Order is under the related tab from the quote.
25. Click on the Order Number hyperlink to enter the order.
26. The Order starts in Order Accepted Status.
27. You can see that the ASTEA Job # carried over from the quote.
28. 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, follow these steps:
- Select Edit.
- Make your Updates.
- Save.
Because the order is Paid by PO, the CSR Team will reach out to the Buyer/Rep by email to get approval for the price change. If the customer does not want to proceed, the CSR would move the order to the Order Canceled status.
If the changes are acceptable, proceed as follows:
The CSR Supervisor will run the Closed job report every day to see which jobs are ready to be closed and shipped out.
29. Back in the Details Tab, the CSR then scrolls down to the Shipping and Billing section on the order.
30. As the majority of site's will charge shipping to their UPS account and Pay by ATS PO, you just need to confirm that the payment method does NOT say Credit Card in the Payment Method field.
31. Enter the Shipping and Tracking information.
32. Click Save.
33. Assuming that the Customer has paid by PO, scroll back to the top and move the status to Activated and choose Mark Status as Complete.
The Order will now be marked complete in eCommerce.
A video on this topic can be found by clicking the following link:
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