Steps in the screenshots correspond to the numbers in the headings.
While there are literally thousands of products in the ATS Store, it is also possible that the Customer could need a product that does not show up in the site. When that happens, s/he should use the Contact Us feature so that our Customer Service Team and see what possible options are available to him/her.
Here are the steps to walk through that process.
In our example, the customer is searching for a Mazak z-axis ball screw L03MTI90032. He has signed in to his account.
1. Enter the search criteria in the field and click the red magnifying glass.
2. In this case, there were 1648 items returned that matched some/part of that description, but we did not have an exact match.
3. You can see by the options listed that we clearly repair ball screws, and we clearly carry Mazak.
4. After reviewing the options available, the customer would choose the Contact Us button at the bottom of the screen.
5. The Contact Us form loads.
Because George had already logged in, most of his information will default. If the customer had not done this he would have to complete the following fields.
6. Full Name (Optional but recommended)
7. Phone Number (Optional but recommended)
8. Email (Required)
9. Company Name (Optional but recommended)
10. Comments / Questions (Required) Please be as detailed as possible.
11. Confirm you are not a robot.
12. Click the Submit Form button.
13. A confirmation message will tell you that your feedback has been submitted successfully.
From this inquiry, A Case in Salesforce is created. The Customer Service Team follows up with the customer with a response to their email.
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