Creating a Case when an ECP Request Catalog Change

Note: All Cases for Integrations automatically route to Jenifer Jarvis who will review and distribute to the team. When an ECP requests a catalog change, create the case on the ECP Account in SF, then add the Supplier Opportunity to the Case. The purpose for doing this is to ensure that the Case appears on the ECP Account and on the Supplier Opportunity. 1. After verifying information in the CS Tool on the CBU and Contact, Locate the account in SF. 2. Select the appropriate Account that has requested the catalog change. 3. Mouse over Cases at the top of the Account page and select New Case 4. Change the Record Type to show the department you are sending the case to for support. 5. Select your department in the Originating Department dropdown 6. Select Catalog Issue Type in the next drop down 7. Select the Sub Type, Customer Update Request, in the next drop down 8. Notice the account name is already populated .At this point, you should add the supplier Opportunity for the appropriate catalog with ?Catalog Maintenance? in the description. 9. Search for and Select the Account Name 12. Fill in the Subject line to include the type of request, lab name, and lab location. Your subject line can read "Request to add "whatever the product is" and the lab name". 13. Fill in the Description 14. Continue to select the fields that relate to the type of case you are submitting under ?Integration Inquiry.? 15. Notice the Status is New. This does not need to be changed. 16. The Priority defaults to Medium, change to High for urgent issues. 17. Indicate where case originated from, Phone or Email. 18. Click Check Spelling, make any corrections needed. 19. Be certain to check Assign using Active Assignment Rules. Checking this box initiates automatic email to the assigned person or team. 20. When you have completed all information, click Save. 21. If you have an attachment, you must Save the Case first, and then add the attachment. (See Attach File on the Case).