Definition

 This capability allows Distributers (not available for customers) to see the Customer Requests shared between them and Solvay that were created from the portal and belong to their account corporate group. 

Accessing points

This capability can be accessed through several points in MSP detailed below : 

• Homepage 

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• Menu

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Detailed Capabilities

MSP user can access to :

• Customer Requests list
• Customer Requests details
  • Linked to a specific Customer Requests, case comments is available for MSP users and Solvay's internals to be able to comment the case. 
  • Attach files to a specific Customer Request
• Create a Customer Request
• Consult Regulatory Questions Disclaimer

Customer Requests list

This list presents all Customer Requests belonging to distributer corporate account that have been created from MSP, for customers only their own customer requests appear. 

It is presented in a table with the following columns : 

• Request Number
• Date/Time
• Account Name
• Type
• Subject
• Product
• BU

The list is presented in pages (10 per page)

The list can be filtered through  : 

• My Questions
• Request Number
• Type
• Country
• BU
• Status
• Product
• General search that searches the filter values

Every filter accepts multi-selections. The header of each column allows a sort (in the page ? in all the records ?)

The field Request Number is in blue and underlined. It is a link to access to details of a Customer Request, opening a new page.

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Customer Request Details

The Customer Request detail page contains the following elements : 

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This page is totally in a read-only mode. No field can be updated. Comments and linked documents can be downloaded.

Customer Request Creation

In the Customer Request list page, User can find a "New Customer Request" Button.

Clicking on that button, opens the creation form in a new page.

This Customer request creation form elements are : 

• Subject
• Product
• GBU
• Application=BU
• Account Manager (not mandatory)
• Requested Resolution date
• Type
• Sub Type (not mandatory)
• Manufacturing Plant Code (not mandatory)
• Initial Description
• A Save Customer Request button

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Data Model & Security

 The banners and webinars are maintained by business in the utility object. 

Novecare users can choose the type of visibility according to:

• Corporate Group: All contacts that belong to the corporate group selected will see the banner/webinar
• Account: Only contacts related to the account will see the banner/webinar
• Market: Banner/webinar visible for the Markets selected
• MSP Region
• Start Date-End Date (Homepage banner) 
• No selection: Visible to all  
• Records Ordering: Based on the last created date appears first from left to right

Other fields:

• URL Banner: Redirects user to an outside download a file or a link to a page 
• URL Webinar: Shows the webinar video
• Collection: Allows the selection between Banner, Webinar or Home Page Banner
• Image URL Banner: Shows image in the banner
• Image URL Webinar: N/A
• Title: Shows a title for the content title
• Text content: Shows a description for the content

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Accessing points

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Dynamic Banner for Event Announcements

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The event banner allows users to make banners available in MSP homepage for a certain period of time and visible per market: 

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Banner features:

• Auto scroll every 5 seconds
• Clickable links 

Data Model & Security

Who can see Banners and Webinars list views on the utility object:

• CS-GBU CRM Champion
• CS-MSP-Utility

Who can edit the Banner and Webinars records on the utility object:

• Users with the permission set'Reports and Customer Product Association Management'

Record type name:

• Community Content

List views names:

• MSP - Banner
• MSP - Webinars

NOTE: If user does not see the banner check if contact has access to the Market There is no specific data model for MSP. The core data model is used.