In this document we have manually manipulated a Harvard order so it will show up in the CSR queue. Please follow these instructions if you need to reassign the order to a different queue.
The Service Center in the Product Record in Salesforce determines the queue that the order is assigned to.
1. The FMS buyer puts in a Harvard request for an ATS site in the ATS Store. Remember that orders that contain only Harvard Products purchased by an ATS Buyer for an FMS Site should go to the Pricing Analyst Queue.
In this case, FMS Buyer Ellen Markey was masquerading as Eaton Mountain Home putting in an order for 12@PF541-M Gloves. The order number is 1536.
2. Looking at the product in Salesforce, you can see the Service Area is Harvard. This would normally go automatically to the IPS Pricing Team's queue.
Remember that the ONLY orders that go directly to IPS Pricing team are Harvard orders for FMS sites put in by ATS Buyers. This is because they do NOT get entered into ASTEA, they are processed through QuickBooks.
Again, we have modified the queue on the order simply for the purpose of this example.
3. Go into the Order.
There are many ways to get there -- perhaps the easiest is by using the Quotes in Queue from the CSR Dashboard. Click on the Order Number hyperlink to enter the order.
4. Under the Order Owner, click on the icon at the end of the line.
5. A pop-up box comes up allowing you to change the owner.
6. Change the drop down from Search People to Search Queue.
7. Type HARVARD.
8. Choose Harvard Distribution.
9. Click the Save Notification email.
10. Click Change Owner. Save if you aren't going to make any more changes.
As always, please enter a message in the order comments field confirming the supplier.
If you are certain of this information, you can enter it now, or you leave this for the IPS Pricing team to update - since they will be processing this order.
11. Click on the pencil next to the Order comments.
Do not delete any of the information that is already present.
12. Add "Confirming that the Vendor is Harvard" (or PARTSCO) etc.
13. Click Save.
14. An integration runs. The buyer will be able to see the vendor confirmation in Big Commerce on their Order.
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