7.6 | QRG: The order got assigned to the CSR queue and needs to be changed to the Harvard Queue. How do I do that?

Updated on May 06, 2021

The Service Center field on the Product Record in Salesforce determines the queue that the order is assigned to. When the customer puts the order in, it should flow to the proper queue. Here are the instructions to follow if it does not.

1. Refresh the Dashboard and click on the View Report hyperlink from the Orders in CSR Queue window.

2. Click on the Order Number hyperlink to open the order.

3. Under the order details, click on the pencil next to Order Owner. It currently says Customer Service.

4. Change the drop down from Search People to Search Queues.

5. Type Harvard into the Text box.

6. Select Harvard Distribution.

The only orders that go directly to the Harvard Distribution team are put in by ATS Buyers for FMS Sites buying all Harvard products.

7. Click the Send Notification email button.

8. Click Change Owner.

9. Save.

The IPS Pricing Team can add the Order comments to confirm the Supplier, as they will be the one sourcing the item.

The same instructions could be done in reverse to transfer orders to the CSR Queue from the Harvard Distribution Queue.

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7.6 | QRG: The order got assigned to the CSR queue and needs to be changed to the Harvard Queue. How do I do that?

1. Refresh the Dashboard and click on the View Report hyperlink from the Orders in CSR Queue window.

2. Click on the Order Number hyperlink to open the order.

3. Under the order details, click on the pencil next to Order Owner. It currently says Customer Service.

4. Change the drop down from Search People to Search Queues.

5. Type Harvard into the Text box.

6. Select Harvard Distribution.

7. Click the Send Notification email button.

8. Click Change Owner.

9. Save.

The same instructions could be done in reverse to transfer orders to the CSR Queue from the Harvard Distribution Queue.

0 Comments

Add your comment

| Customer Service Representative

Other Resources

7.6 | QRG: The order got assigned to the CSR queue and needs to be changed to the Harvard Queue. How do I do that?

Heading anchor 1. Refresh the Dashboard and click on the View Report hyperlink from the Orders in CSR Queue window.

Heading anchor 2. Click on the Order Number hyperlink to open the order.

Heading anchor 3. Under the order details, click on the pencil next to Order Owner. It currently says Customer Service.

Heading anchor 4. Change the drop down from Search People to Search Queues.

Heading anchor 5. Type Harvard into the Text box.

Heading anchor 6. Select Harvard Distribution.

Heading anchor 7. Click the Send Notification email button.

Heading anchor 8. Click Change Owner.

Heading anchor 9. Save.

Heading anchor The same instructions could be done in reverse to transfer orders to the CSR Queue from the Harvard Distribution Queue.

0 Comments

Add your comment

| Customer Service Representative

Other Resources

1. Refresh the Dashboard and click on the View Report hyperlink from the Orders in CSR Queue window.

2. Click on the Order Number hyperlink to open the order.

3. Under the order details, click on the pencil next to Order Owner. It currently says Customer Service.

4. Change the drop down from Search People to Search Queues.

5. Type Harvard into the Text box.

6. Select Harvard Distribution.

7. Click the Send Notification email button.

8. Click Change Owner.

9. Save.

The same instructions could be done in reverse to transfer orders to the CSR Queue from the Harvard Distribution Queue.