Creating Cases for Integration Call Back Requests

Creating a Case for a Call Back Request for Integrations Procedure for Creating a Case in SalesForce for an ECP PMS Call Back Request 1. Verify the information in the CS Tool with the Account information in SalesForce ? cbu, contact, address, etc. 2. Locate the Opportunity in SF by clicking on the Opportunity tab and select the appropriate View for the correct PMS the ECP is calling about, click Go. When the list refreshes, narrow your search by clicking on the appropriate letter of the first letter of the account name then select the appropriate Opportunity Name that displays. *Note: For Compulink Opportunities, the account number should be listed in the description. For example, it should read, ?Advanced Vision Centers-Compulink-7096.? If the Clink account number is not listed on an existing Opportunity, please add it. If the Opportunity does not exist, use the General ?VisionWeb Integrations? Opportunity for the appropriate PMS and whether it?s an ?Integration Support? or ?New Integration Request.? These Opportunities are found on the VisionWeb Integrations Support account in SalesForce. 3. Select Cases then New Case 4. Select Integrations for the Record Type 5. Select Customer Support in the Originating Department drop down 6. Select PMS Issue in the Type drop down 7. Select the appropriate Sub Type from the Sub Type drop down. 8. You will see the Account Name and Opportunity Name is already displayed 9. Search and Select the Contact Name from the Account. *Note: This must be exactly as it is on the correct account or it will default to the first record in SF and add the incorrect account 10. Fill in the Subject line ? ex. ?ECP Call Back Request 11. Fill in the Description field to include the reason for the call back request, the error message the ECP is receiving if there is one, and the name of the supplier they are trying to place the order with when they are receiving the error message. Also, provide the order number if applicable so Integrations may review the specific order. 12. Select the correct PMS in the PMS drop down 13. Notice the Status is New. This does not need to be changed 14. The Priority defaults to Medium. Change to High for urgent issues. *Note: If there is an urgent issue, make sure you enter why the issue is urgent in the Description field. If an ECP is not able to place any orders, this is considered an Urgent issue 15. Indicate where the Case originated from, Phone or Email 16. Click Check Spelling and make any corrections needed 17. Be certain to check Assign Using Active Assignment Rules. Checking this box initiates an automatic email to the assigned team or person 18. When you have completed all information, click Save