MaximEyes Support Calls

Types of MaximEyes Support Calls Missing Product If ECP calls and is unable to find a product: ? If product is in standard catalog on VW.com, create a case for integrations so they can add this product to the MaximEyes catalog. Create the case using the MaximEyes Catalog Maintenance Opportunity for that lab. ? If product is NOT in standard catalog on VW.com, 2 cases will be created. 1. Create a case as normal using the standard Catalog Maintenance Opportunity for that lab and assign to the Integration Queue. This will be the Parent case. 2. Clone the original case, changing the Opportunity to the MaximEyes Catalog Maintenance Opportunity for that lab. 3. Attach the Parent case to this cloned case by searching for the original case number in the Parent Case field on the cloned case. 4. Assign the second case to the Integrations queue. Mapping If ECP calls about receiving an error message on an order that did not go through: (Mapping is only done when the data is incorrect between the VW ME catalog and the ME catalog through ME, not when a product is missing) ? Create case for Integrations team using the MaximEyes Opportunity for the Account calling VS Catalogs If ECP calls and says they are unable to access/order VS products: ? If VS catalog is set up on VW.com, notify practice to enable the VS flag in their Paradise. If they need assistance with this, refer them to MaximEyes. ? If VS catalog is not set up on VW.com, we go through the normal validation process for VS accounts, and then notify the practice to enable the VS flag in their Paradise. **Note: Paradise is the practice?s web based system. MaximEyes is their PM system which connects to Paradise. Accounts If we receive a call from an ECP about the username or bill to/ship to account error message: 1. Verify with customer the information on our end matches exactly to the info on ME?s end, if so then there shouldn?t be an error message. 2. If information does not match and it?s correct on our end, customer needs to fix on Paradise.