Procedure for Creating Cases using the Generic Integrations Account and/or Opportunities

Procedure for Creating Cases on Generic Account and/or Generic Opportunities in SalesForce We now have a generic Integration account in SalesForce listed as ?VisionWeb Integration Support? and generic Opportunities for PMS's (MVE, NexTech, NextGen, FoxFire, Flexsys, EyeCloud, and MaximEyes) attached to this account. We will be using this generic account and the generic opportunities to create cases for the Integrations team to help minimize the number of emails sent and for tracking purposes. Use the following circumstances to determine the account and opportunity to use: Problem #1: Customers call and want to request integration or are inquiring about the integration with their PMS and NO Opportunity exists because they are not currently connected. An account may or may not exist in SF for this customer as they may have never used VW services. PMSs included: MVE, NexTech, and NextGen Check SalesForce to see if a Lead or an account exist.. If there is a cbu for the customer then you can create an Account or convert an existing Lead into an Account. If the ECP is not using VW, create a Lead. No Cbu Exist Send a Task on the Lead by following the steps below: 1. Click on the PMS Inquiry button at the top of the Lead page. 2. Enter in the appropriate subject in the Subject field. Ex. ?ECP Integration Inquiry? 3. Enter in any comments of why the ECP is calling 4. Select the Due Date 5. Click on Next, which will automatically create the task 6. Close the popup window and refresh your salesforce screen (F5) to see new task *The default owner will be Jenifer Jarvis on the task and multiple Integrations members will receive an email notification so that the appropriate person will take action. Cbu Exists Create a Case on the Account by following the steps below: 1. Find customer account in SF (if no customer account exists in SF, create one). 2. Click on ?Cases? at the top of that account?s page 3. Click on the New Case button 4. Select ?Integrations? as the Record Type 5. Select ?Customer Support? as the Originating Department under System Information 6. Select ?ECP Integration? as the Type 7. Select ?ECP Integration Inquiry? as the Subtype 8. Search for the New Integration Request opportunity for the appropriate PMS which is on the generic VisionWeb Integrations Support account 9. Search for the contact and add the contact name 10. Fill in the Subject Line, ?ECP Call Back Request? 11. Enter in the appropriate description information in the Description box 12. Change the Customer or Case Priority if necessary 13. Change the Case Origin if necessary 14. At the bottom of the Case, put a check mark in the box next to ?Assign using active assignment rules? 15. Save the case Problem #2: Customers call and want support for their integration with their PMS. They are currently submitting orders successfully; however, no Opportunity exists because the PMS did not notify Visionweb Integrations. An account may or may not exist in SF for this customer. PMSs Included: Foxfire, Flexsys, EyeCloud, MaximEyes, Acuitas 1. Find customer account in SF (if no customer account exists in SF, create one). 2. Click on ?Cases? at the top of that account?s page 3. Click on the New Case button 4. Select ?Integrations? as the Record Type 5. Select ?Customer Support? as the Originating Department under System Information 6. Select ?PMS Issue? as the Type 7. Select the appropriate Subtype 8. Search for the Integration Support opportunity for the appropriate PMS which is on the generic VisionWeb Integrations Support account 9. Search for the contact and add the contact name 10. Fill in the Subject Line, ?ECP Call Back Request? 11. Enter in the appropriate description information in the Description box 12. Change the Customer or Case Priority if necessary 13. Change the Case Origin if necessary 14. At the bottom of the Case, put a check mark in the box next to ?Assign using active assignment rules? 15. Save the case