1. Start at the CSR Dashboard. Refresh to make sure you are looking at the most current data.
2. Go to the My Open Quotes window.
3. Click on the View Report hyperlink at the bottom of the window.
If you are caught up with your work and have nothing in MY OPEN QUOTES, you can go to the Quotes in the Customer Service Queue.
4. Priced Quotes start out in Quote hold. Choose a quote in that status and click on the hyperlink for the Quote Number.
5. If you are not the owner of the quote, change it to your name. This ensures no one else will be trying to work on the same quote as you at the same time.
6. Click on the pencil in the Quote Name Field and enter the ASTEA Job number. Copy this.
7. Click Save.
8. Click Edit Lines.
9. Expand the chevron at the end of the line.
10. Paste the ASTEA Job number in the Order Number field.
11. Click Save.
12. Generate the document and email it to the customer to send in their repair.
13. Move the status to Accepted and Mark as current Status. Confetti flies!
From here, the product arrives onsite, and the repair is done. Once the repair is finished, the CSR Supervisor will run the Closed Job Report.
14. Go to the Order. It will be in Order Accepted Status.
You can find this by going to the Quote and clicking on the related tab, or by searching for the Order using either the ASTEA Job number or the eCommerce Order ID.
15. Scroll down to the Shipping and Billing Information Section.
16. Confirm the payment method. If it is PO, there is nothing that has to be done by the CSRs.
If it is Credit Card or PayPal, please refer the order to your supervisor.
17. If you have the shipping and tracking information, you can enter it here.
18. Move the status to Activated and choose Mark as Current Status.
The order will be marked Complete in eCommerce.
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