Steps in the screenshots correspond to the numbers in the headings.
Cases allow visitors to the ATS Store to ask questions and get answers about any number of things.
A case will be generated anytime the Contact Us button is used.
The only required fields are email address and the comment or question field.
Once the Comment is finished, the customer hit the "Submit Form" button (after checking the x in reCAPTCHA to prove they are not a robot.
At this point, the integration creates a "Case" in Salesforce CPQ.
If the email is associated with an active contact in Salesforce, the "Case" is created under that specific contact and customer.
Depending on whether or not the Customer has a CSR assigned, the case will show up in the "My Open Cases Queue" the "Open Cases Queue" in the Dashboard.
- Cases should be resolved in the time-frame directed by your CSR Supervisor.
- If there will be a delay, please email the customer to let him/her know we are working on it.
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