1.8 | Who to contact if something isn't set up right?
Updated on
| Customer Service Representative
1. | Fundamental Concepts 12
- 1.1 | Verbiage: What is called what?
- 1.2 | Masquerading: Who does it and why?
- 1.3 | What shipping options are available in eCommerce?
- 1.4 | Payment Types: Credit Card/PayPal vs. Pay by PO and why it matters
- 1.5 | Overview: What happens when a price changes on a Quote?
- 1.6 | What happens when a price changes on an ORDER?
- 1.7 | What do I need to know about Taxes?
- 1.8 | Who to contact if something isn't set up right?
- 1.9 | What are Cases and how do they get populated?
- 1.10 | What does it look like if the Customer is eligible for Free Shipping?
- 1.11 | What are Refurbished items and how do they function in the ATS store?
- 1.12 | What product types are available in the ATS Store?
2. | Salesforce Overview and Navigation 9
- 2.1 | Overview of How Salesforce and eCommerce Interact
- 2.2 | Navigating the CSR Home Page Dashboard in Salesforce
- 2.3 | What happens in Salesforce when a customer registers a NEW ACCOUNT in the ATS Store?
- 2.4 | How do I add a New Contact to Salesforce and create a Contact in eCommerce?
- 2.5 | Which fields need to be set up in Salesforce for an Account to work in eCommerce?
- 2.6 | What happens in eCommerce when a new customer is added in Salesforce that has pricing discounts?
- 2.7 | What do I need to set up on the Account Record in Salesforce when the customer CHECKS OUT AS A GUEST in eCommerce?
- 2.8 | How do I add a Contact to eCommerce from an existing Salesforce Contact?
- 2.9 | How do I change the default view on the screen in Salesforce?
3. | CSR Salesforce Transactions: Quotes 10
- 3.1 | How do I do a quick quote in Salesforce?
- 3.2 | What are the Quote Statuses in Salesforce?
- 3.3 | How do I process a PRICED repair quote in Salesforce? (Existing Customer w/o terms in Salesforce)
- 3.4 FMS SITE: How do I process a priced repair quote for an ATS Site in Salesforce?
- 3.5 | QRG: How do I process a priced repair that was entered in eCommerce by a FMS buyer?
- 3.6 | How do I process a NON-PRICED repair quote in Salesforce? (Existing Customer w/o terms)
- 3.7 | How do I process a NON-PRICED repair quote for an ATS Site/IPS Sales Rep/Site Service Rep in Salesforce?
- 3.8 | Overview: What happens when a price changes on a Quote?
- 3.9 | What happens when a price changes on a priced Quote BEFORE it is turned into an order?
- 3.10 | How do I cancel an order in Salesforce from a quote that started in eCommerce?
4. | CSR Salesforce Transactions: Orders 8
- 4.1 | Understanding Harvard Orders
- 4.2 | What happens in eCommerce when you complete a Harvard order in Salesforce?
- 4.3 | How do I process an order for NEW Products (-NEW) for an account in Salesforce?
- 4.4 | How do I process an order for NEW Products in Salesforce when the customer paid by Credit Card?
- 4.5 | How do I process an order for NEW Products in Salesforce when the customer checked out as a guest?
- 4.6 | How do I re-trigger the cart if the customer has not checked out with the new price?
- 4.7 | How do I cancel an order in Salesforce?
- 4.8 | How do I cancel one line of a multiple line order?
5. | CSR Salesforce Transactions: MISC 7
- 5.1 | What happens in eCommerce when a Product Price is updated in Salesforce?
- 5.2 | What do I do if an order gets assigned to the wrong Queue?
- 5.3 | What happens in Salesforce when a customer changes information on their account in the ATS Store?
- 5.4 | What happens in eCommerce if the Credit Card needs to be re-authorized?
- 5.5 Salesforce: How do you update tax exemption in Salesforce to trigger tax exemption in eCommerce ?
- 5.6 | As a member of the CSR Team, can I log in as the customer to the ATS Store?
- 5.7 | How to Remove Customer Access to eCommerce from Salesforce?
6. | CSR eCommerce Reference Material 13
- 6.1 | How do I create a login in the ATS Store?
- 6.2 | What happens in eCommerce when a customer contact is added to an existing account in Salesforce?
- 6.3 | How to Order Repair Service on buy.advancedtech.com?
- 6.4 | How do I place a Non-Priced Repair Order for a customer in eCommerce while Masquerading?
- 6.5 | How do I place a New Product order for a customer in eCommerce while Masquerading?
- 6.6 | How to Order a New Part on buy.advancedtech.com?
- 6.7 | What if I can't see one of my customers in the eCommerce dashboard?
- 6.8 | How does a customer charge shipping to their own account in Big Commerce?
- 6.9 | How do you process a shipping refund for a Pay by PO customer?
- 6.10 | How do you process a shipping refund on eCommerce?
- 6.11 | How do I process credit card transactions in eCommerce?
- 6.12 | What happens if a customer payment method in BigCommerce has to be changed after checkout?
- 6.13 | What happens in eCommerce when a Product Price Type DISCOUNT is updated for a customer in Salesforce?
7. | Quick Reference Guides for CSRs 6
- 7.1 | Quick Reference Guide: Which fields have to be marked on the Account record for eCommerce?
- 7.2 | QRG: How do I process a priced repair that was entered in eCommerce by a FMS buyer?
- 7.3 | How do I process an order for New Products in Salesforce?
- 7.4 | QRG: Non-Priced Repair
- 7.5 | QRG: Which fields have to be marked on the Account record in Salesforce for it to work properly in eCommerce?
- 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?
8. Capability Requests 5
- 8.1 How can I access Capability Requests submitted by a Customer/SSR?
- 8.2 -NEW is unavailable but -REF is available. -REF was not one of the product types requested on the Capability and Sourcing Request. What do I do next?
- 8.3 How do I clone a Capability and Sourcing Request?
- 8.4 What are the New Part Setup Standards in Salesforce?
- 8.5 What is on the Sourcing/Customer Service Dashboard?
0 Comments
Add your comment