This article will pick up from the point where the the job was entered 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. We will start by looking at Quotes in the CSR Queue, but if no site jobs are there, check the "My Open Quotes" window.
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 there are a number of quote
6. Click on the Quote Number. This brings you to the Quote Screen.
7. Click on the pencil in the Quote Name field and enter the ASTEA Job number. Click Save.
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.
13. Move the quote straight to the Accepted status and Mark as Completed Status.
The Confetti flies.
As soon as the quote is in the Accepted Status, 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, and can stay there until the job is closed. (Unless you need to make changes. These changes could include changing price, canceling the order, etc.)
17. You can see that the job name 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.
Because these are long-term customers, they will often have charged shipping to the site's account and Paid by PO. This will make closing out the order very easy.
The CSR Supervisor will run the Closed Job Report to see which jobs complete.
19. From the Details tab, Scroll down to see the order information. In the order comments will be the UPS Account info if entered. That is just there for your info. You don't need to do anything with that -- it will be handled by the shipping team.
20. Scroll down to the Shipping and Billing information. The payment method will be listed. As long as it says PO, there is no need to mark the Paid checkbox.
If, by chance, the buyer did not choose Pay by PO and paid by Credit Card or PayPal, the CSR must go to the Big Commerce Admin Portal and Capture the funds.
After capturing the funds, mark the Paid checkbox with a checkmark.
21. Move the status to Activated and choose Mark Status as Complete.
22. In the Big Commerce Admin Portal (and therefore on the ATS Store), the order now shows as Completed.
A video on this topic can be found by clicking the following link:
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