A Capability Request can be entered by Site Service Reps (SSRs) or External Customers if they cannot find the existing product on the website and want to know if IPS has the the opportunity to either 1 - buy the product (new, refurbished or surplus) or 2-repair the product.
The customer does NOT need to be logged into their account to enter a request. More specifically, it doesn't matter if the customer is logged in or not. The Capability Request is not integrated with the account information in Salesforce, so you will have to set up those dependencies manually.
The process begins when the customer enters a Capability Request through the ATS eCommerce Store.
For more information on how that process works, see How can I request a repair capacity evaluation on the ATS eCommerce Store?
Once the integration runs to bring the record in, Salesforce will do three things:
- Stamp the record with the date and time.
- Update the status to New Request Waiting
- Send an email alert to [email protected].
1. The CSR would start by going to the Sourcing-Customer Service Dashbord in the IPS Sourcing Folder.
2. Click on the dashboard name to load.
3. To ensure that you are seeing the most current Data, please hit the refresh icon in the far right corner.
4. From here, you have a variety of windows, reports and charts to show you the status of all Capability Requests.
The majority of the time, these requests will have come over through an integration with the ATS eCommerce Store. It IS possible for an IPS employee/CSR to create the form manually. If that happens, you will see the name of the person who created the account, not the integration account.
To see a breakdown of the Dashboard, click here
5. For the purpose of this document, we will be using Request CR-0024 to demonstrate the process. Click on the hyperlink from the Sourcing Request - New Requests to begin.
6. CSR sets the the Status to Data Validation in Process and hits the Mark as Current Status button.
The layout in Salesforce mirrors the form that the SSR or customer put in on the ATS Store. We will cover how to update those fields when we see exactly what needs to be done.
It is always a good idea to check if the Customer/SSR has an account with us as that account may have special pricing set up. If no account exists, you will need to create one.
7. Start out by noticing what options have been requested. In this example, the customer wants to know if we can purchase Refurbished/Surplus and/or Repair.
In this particular request, the only option that was asked for was Repair. If multiple options were requested, you would need to clone the C&S request so that there is one request for each product type option that is being requested. How do I clone a Capability and Sourcing Request?
You now need to search for the Product and create one if none exists.
8. Click on Products in the Main menu.
9. In the top search Bar, enter the Manufacturer Part number and hit enter or click the magnifying glass.
10. If no results are found, you can add filters for OEM, etc. using the left-hand side menu, or the main menu on the top.
11. Entering the vendor "Mori" in the search results will bring back anything with Mori in the name.
12. As the second one down is the manufacturer of our product, click on that.
13. The record loads on the Details Tab.
14. Click the Related tab and find the product screen in the lower panel.
15. This will show you all the parts for this manufacturer that IPS currently services.
16. As this is not one of the products listed, you will need to create the product(s) using the normal Data Integrity process flow.
17. The table below shows a list of who should be notified based on the type of repair.
IF THE PART IS ALREADY IN THE SYSTEM:
18. The CSR would enter a quick quote in the system and follow the normal quoting process. If the form was submitted by an SSR, the RMA will have already been entered in eRepairPro. All the CSR needs to do is update the information on the quote.
When generating the email, be sure to include the Capacity Request Number.
19. If this is a product that has not existed, the CSR sets the Options to be Priced/Sourced to "Repair."
20. Enter the product Record that was created for this request in the "Product" field.
21. Set the Repair source to In House Repair and Save.
If this is not a repair, please follow the process laid out in the overview document. | Capability and Sourcing Request Workflow in Salesforce
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