Creating a Case in SalesForce for I-Scription Requests

1. After verifying the information in the CS Tool on the CBU and Contact, locate the account in SF 2. Select the appropriate account that has requested I-Scription 3. Mouse over Cases at the top of the Account page and select New Case 4. Select Integrations for the Record Type 5. Select Customer Service in the Originating Department drop down 6. Select Catalog Issue in the Type drop down 7. Select Access Group Request in the Sub Type drop down 8. Notice the Account Name is already populated. At this point you should add the Supplier Opportunity for the supplier catalog that needs modification, which will be listed as Ex. ?Carl Zeiss-Hebron-I Scription? 9. Search for and select the Contact Name on the account. 10. Fill in the subject line to include the type of request. Ex. ?I-Scription Request? 11. Fill in the description to include the account number 12. Notice the Status is New. This does not need to be changed 13. The Priority defaults to Medium, change to High for urgent issues 14. Indicate where the case originated from, Phone or Email 15. Click Spell Checking, make any corrections as needed 16. Be certain to check Assign using Active Assignment Rules. Checking this box initiates automatic email to the assigned person or team 17. When you have completed all information, click Save