Overview
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In this section, you will find information about:
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Table of content
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Step-By-Step
Webform Analysis & Assignment | ||
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When a Webform is received, there are 2 different cases: A) The GBU is identified (if the visitor registered its request form a Product detail page or has selected a GBU in the General Request Form)
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B) The GBU is not identified, the case is assigned to the SBS OtC Customer Information (ex-Info-Produit - Maria-Rita LaRussa) to analyze the request and assign it to the correct contact / queue | ||
| All fields are editable and can be modified |  | |
| Additional information can be added in the case if needed |  | |
| For the Webform for which the GBU was not registered, it is important to update the information as soon as it is available |  | |
Once the contact who will take charge of the Prospect/Customer request is identified, the Case Ownership should be transfer on him
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Please note:
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| Account/Contact Management | ||
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| In the Webform, the prospect/customer information are received |
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| If the contact email already exists in Salesforce database, the Contact & Account will be linked automatically |  | |
| If the contact does not exist, maybe the Account exists. It is mandatory to try to find the Account before creating a new Prospect (in Edit Mode) |  | |
| Below is a summary of the different options to manage the Prospect/Customer information |  | |
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| Case Convertion | |
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| The WebForm Case can be converted onto an other CRM case: Sample Request, Customer Request or Opportunity | |
| In that case the WebForm will be closed with the Status "Closed - Accepted" and a new Case will be initiated with Pre-filled information. The New Case will follow the standard corresponding CRM process | |
The Conversion process has to be done by user having the authorization to create a new case | |
| Before converting the case, the New Case type should be checked or amended if necessary |  |
| Case Conversion - Customer Request | |
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| To convert the Case, click on "Conversion Process", a new Case (type depending on the "Type" in the Webform Case), will be initiated |  |
| A confirmation windows will appear before initiating the new case |  |
A new Customer Request Case is initiated. Some information are pre-filled based on what was registered onto the Webform. The New Case should be filled-in and Saved |  |
| Case Conversion - Sample Request | |
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| To convert the Case, click on "Conversion Process", a new Case (type depending on the "Type" in the Webform Case), will be initiated |
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| A confirmation windows will appear before initiating the new case |  |
A new Sample Case is initiated. Some information are pre-filled based on what was registered onto the Webform. The New Case should be filled-in and saved |  |
| Case Conversion - Opportunity Conversion | |
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| To convert the Opportunity, click on "Conversion Process", a new Opportunity (type depending on the "Type" in the Webform Case), will be initiated |  |
| A confirmation window will appear before initiating the new case |  |
A new Opportunity is initiated. Some information are pre-filled based on what was registered onto the Webform. The New Case should be filled-in and Saved |  |
| Case Conversion - Case Closed | |
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| Once a new Case has been created, the Webform Case status is "Closed-Accepted" |  |
Comments: Other case(s) can be initiated from the same Webform case using the same process The New Cases (Sample Request / Customer Request / Opportunity) are independents from the initial Webform case, they follow the standard processes | |
| Direct Answer to Customer | |
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Need help?
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