This article will cover what happens when a customer buys a NEW Product off the ATS Store, and how it flows through to Salesforce. Remember that if the order contains only NEW products, it bypasses the quote stage, and goes directly to an order.
NEW can contain any combination of Legacy builds, and Harvard products. Harvard Orders (purchased by a FMS Buyer for an ATS Site) will bypass the CSR Team and go directly to the Pricing Analyst team.
The ONLY orders that go directly to the IPS Pricing team are orders containing just Harvard products for FMS Sites.
This has to do with the way they are billed.
- If for any reason the job contains a Harvard Part in combination with any other part, it will go to the CSR Team first.
- If the order is not for a FMS Site, it will go to the CSR Team first.
As always, we will start out the process by going to the CSR dashboard and finding our work.
1. Go to the CSR Home Page Dashboard and click Refresh on the far right to make sure you are working with the most current data.
2. Find the job in My Open Orders, or take a job from the Open Order Queue. Click on the hyperlink to open the order.
As a best practice, I open the report, then click on the order number from there. Don't forget to refresh so you are dealing with the most current data.
If you are pulling an order from the queue, please assign it to yourself first. This will prevent multiple people from working on it at the same time.
3. The order screen opens. The order is in Order Accepted stage.
4. Click the pencil next to the Order name. Add the ASTEA job number.
5. In Order Comments, Please confirm the vendor for any Partsco or Harvard orders. Do NOT Delete any of the information that is already there.
An integration will run and the Order Comments will go over to Big Commerce for the Buyer to see.
6. Click Save.
7. Click on the Related tab so you can see the Products. We need to add the ASTEA job number to the order lines as well.
8. Click on the hyperlink of the product number.
9. Choose Edit from the drop-down menu.
10. In the pop-up box, enter the ASTEA job number on the Order Number field.
11. Click Save.
Please note: the order can stay in Order Accepted status until it is ready to ship. However, if you need to change anything on the order that will cause the customer to re-authorize the price, Salesforce will automatically move the order into Order Hold status until the customer checks out authorizing the new amount.
If the customer paid by PO, they will receive an email notifying them of the change in price. If they paid by credit card or Paypal, they will be sent an email with a link to a second cart to authorize the updated payment amount.
12. Once you have been notified that the item is ready to ship, scroll down to the Shipping and Billing Information section on the order.
13. Note the way the customer has paid. For FMS Sites and our IPS Sales Reps and Site Service Reps, a PO number will most likely be listed. If that is the case, there is no need to capture additional information or mark the checkbox.
14. If you have it, enter the Tracking information on the order.
15. Click Save.
16. Scroll back up to the top. Move the status to Activated and Mark as Current Status.
The confetti flies!
17. The Status is marked Completed in the online store.
A video on this topic can be found by clicking the following link:
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