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GBURules GBURules

Reference Documents

folder 03. Business Rules & Queues 

0. Definitions

0.1 Sample Definition

0. Definitions

0.1 Sample Definition

A sample request is a case record type used to manage registration, approval, follow up and feedback about a sample product asked by a customer.

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A Case Owner can be a User (Solvay employee with a Salesforce license) or a Queue (a group of Users that should be part of a team to handle Complaints with the same criteria).

Based on each GBU own Business process and rules, the Complaint Sample Assignment can be performed by:

• Manually changing the Owner – – at any time, a User with Access to a Complaint Sample can click the button button Change next to the current owner and select a new User/Queue to be the new Owner
• Manually choosing the actors – on the creation (from the fields Originator, Investigator* and Commercial Assignee*) or at any time (from the Case Team section) Users are able to select the future actors. The Owner will be changed then automatically based the change of the Status
• Automatically selecting the actors – – the GBU has provided the rules, based on Complaint Sample criteria, to allow the System to automatically change the Ownership of a Complaint Sample request to a specific User or a Queue when the Status changes

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After the registration phase is completed by the User and all the information related to the Sample Request is provided (General Information, Description, Accounts and Contacts, and Attachments), the Sample Request must be manually submitted by the User to be approved by clicking on the ‘Submit for Approval’ button. Based on System Rules and GBU Rulesbusiness Rules, a Sample Request can be:

• automatically approved - the Status will be automatically changed to Approved and the Sample Request will be assigned to the User or Group of Users responsible for the Processing
• assigned to be approved - the Status is changed to Pending Approved and the User or Group of Users responsible for approving the Sample Request will be notified.
• For GBU Special Chem and Technology Solutions we set up a Sample approval matrix based on Utilities object so allow GBU data steward to maintain by themselves most frequent changes in approvers in approvers (Karine Hidlago remains approver for BU catalysis defined in standard approval process because we have only 4 possible approvers in the matrix) 

During the approval process, the Sample Request will be frozen until it is “Approved” or “Rejected” in status = Pending Approval . Approver or GBU data steward can Approve / reject or Reassign to another approver or Recall if need to modify the sample request.

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• Changing a Sample request status, to the case team

• Approving a Sample Request, for processor and CSR

• Approving a Sample Request, for third party user

Each notification trigger have a group of Solvay Contacts (Salesforce or not Salesforce Users) that are receiving a notification email and this email is displayed in the Activity History section.

• When the sample is updated with the tracking number (Case - Sample Request - Shipping Notification flow)
• When the sample is shipped (Case - Send Communication Screen flow with the template), it's a manual communication triggered when using the "Send Communication" button. The button becomes available when the sample status is Ordered and remains available on the forwarding statuses.

Each notification trigger have a group of Solvay Contacts (Salesforce or not Salesforce Users) that are receiving a notification email and this email is displayed in the Activity History section.

Notification mails are triggered manually, by approval rules, workflow rules, process builder or Apex code. More information in this file 

3.4 SAP Interface

This is a list of Novecare email alerts sent to all the users (internal and external):

3.4 SAP Interface

For the For the GBUs that manage the Sample Request on SAP by submitting a new Sample Order, an Interface has been implemented to allow users to follow up the progress of the Sample directly on Salesforce. After a Sample Request is approved and assigned to the CSR in charge of this step, the User should create the Order in SAP and add the Salesforce Case ID in the SAP form. This will allow the SAP to provide the information related to the Ordering, Shipping and Delivery to the Sample record on Salesforce. 

Note: NOVECARE -  MSP community  There is a specific interface for Novecare GBU that creates the Sample automatically in SAP. This Samples need to be Approved, with requested arrival date in the future and Clamecy (7512) Shipping Site.  

Sample Integration SFDC/SAP Order creation

3.5 Third-Parties

3.5.1 Direct integration (CMC)

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Functional design & technical infromation for Core CRM with CMC integration

CMC Core CRM Technical specifications  (Technical contact at CMC: chrisdoris@chemicalmarketing.com

Process for STREM GBU Technology Solutions

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4.1.1 Case Information 

4.1.2 Shipping Information

4.1.2 Shipping Information

When When creating a Sample Request, the information related to where the Sample should be shipped is mandatory. There are three types of addresses that can be provided when registering a Sample on the System:

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Once the Sample Request is approved, it should be assigned to the Users or group of Users responsible for processing, meaning Ordering, Shipping and Delivery a Sample Request. This assignment can be done i) automatically by the System based on each GBU rules or ii) manually by the Approver if there is no rules implemented. For the Cases that the rules have been implemented, there are three possibilities of assignment of the Sample Request to be processed:

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*If the Sample Request is processed by a Third Party that has not been onboarded on the Sample Community Portal, the CSR of the sample will manually update CRM with Shipping and Delivery information taken from the 3^rd party website as it is done today.

In order to manage the progress of a Sample Request, different Users will be using different sections of Sample Request Process:

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Any User assigned to the case team can close the Sample Request by clicking on the “Close” button. This redirects the User to the closure page where the status will be by default Close/Completed, meaning that the Sample Request was completed. If the Sample Request was Rejected or has not completed the process, the Status can be changed to Closed/Stopped. 

4.4.1 Close Case

This section groups all the fields related to the Closure phase

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2019  : NOVECARE sample process simplified for SAP order creation more automated.

Link to User Training document sample process

Access to the simplified Layout:

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If the user has multi GBU includes Novecare and other GBU, then we display pop up to select the GBU layout.

Request Entry:

Every request of sample for a commercial product should be recorded in SFDC.

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If one of these criteria is not respected, the sample request must be approved by an approver.

How do we maintain the blacklist account vs product for Novecare Samples ? 

The blacklisted Accounts and Products are available in a list maintained by Business , defining the list of Products that are blacklisted for a specific Account or Corporate group. This list is created in CRM on "GBU Customer Segmentation object" and can be edited thanks to a Google document for salesforce feature  (3 key users  are responsible for maintenance : Jean Baptiste Cerceuil, Pam Accardi & Jean François Poulin).

These lists can be updated by Data Steward directly in CRM : 

• Black List PROD: https://docs.google.com/spreadsheets/d/19aNF_cArqlKiM6txnzqhY_EVK6Ow-udel9BFiIi7t-A/edit#gid=0
• Corporate PROD:  https://docs.google.com/spreadsheets/d/1Lwlxi9dGMBZtjkqIXcyetityDdxgJnK5SMUJ18zqu0k/edit#gid=0

The approvers lists is maintained directly by Data steward from UTILITY object (link to  the list view of the approvers by BU and Region https://solvay-crm.lightning.force.com/lightning/o/SLV_Utility__c/list?filterName=00B1p000005OhpFEAS

Notification Management:

Novecare interface CRM to SAP : Sample SAP order creation (Core) we set up an automatic Order creation in SAP , the query to select Sample requests to be sent to SAP use these crieria :  

• GBU = Novecare
• Distribution Channel exists in SAP 
• Division exists in SAP  
• Sales Org exists in SAP 
• Product exists in SAP
• Shipping Site Code in this list : 4004 (clamecy) , 8701 (Bangpoo) , 8080 (CMC) , 8098 (Levin) , 8026 (Roha) , 8091 (Zhuhai) , 8160 (Zhangiagang , 7897 (Zhenjiang)
• Status = Approved

How do we maintain the blacklist account vs product for Novecare Samples ? 

The blacklisted Accounts and Products are available in a list maintained by Business , defining the list of Products that are blacklisted for a specific Account or Corporate group. This list is created in CRM on "GBU Customer Segmentation object" and can be edited thanks to a Google document for salesforce feature  (3 key users  are responsible for maintenance : Jean Baptiste Cerceuil, Pam Accardi & Leticia Pereira).

These lists can be updated by Data Steward directly in CRM : 

• Black List PROD: https://docs.google.com/spreadsheets/d/19aNF_cArqlKiM6txnzqhY_EVK6Ow-udel9BFiIi7t-A/edit#gid=0
• Corporate PROD:  https://docs.google.com/spreadsheets/d/1Lwlxi9dGMBZtjkqIXcyetityDdxgJnK5SMUJ18zqu0k/edit#gid=0

The approvers lists is maintained directly by Data steward from UTILITY object (link to  the list view of the approvers by BU and Region https://solvay-crm.lightning.force.com/lightning/o/SLV_Utility__c/list?filterName=00B1p000005OhpFEAS

Notification Management:

• Notification each time status is updated : only sent to Account Manager and Customer Sservice Representative.
• Notification when the status of the sample has not been updated after two days:  sent to sample request's owner 
• Notification wehn the status = approved:  sent to the shipping center of the sample, the list view of the Novecare shipping plant for sample (responsible for processing sample request)
• The shipping center members are defined by Business with  the object Email Mapping Rules: https://solvay-crm.lightning.force.com/lightning/o/SLV4_EmailMappingRule__c/list?filterName=00B1p000005OgSjEAK

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1. If customer feedback has been provided samples are closed as Closed/Completed.

2. If customer feedback has not been provided samples are closed as Closed/No Feedback,

For Novecare GBU the simplified samples are created without UoM and quantity. There is the list view "Samples without UOM and Quantity" that shows the sample records created through the Simplified Sample process, without quantity and unit of measurement. This list view is only visible for Novecare users and is shared with Novecare public groups restricted and non-restricted users.

In that list view, the button named "Mass Edit Samples" is available and could be used to update the unit of measurement and quantity for several samples at the same time.

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Before pressing the "Mass Edit Samples" button, select the records to be updated using the check box on the left and then add the quantity and unit of measurement.

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There will be a confirmation message stating the fields that will be changed.

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After clicking Ok, the system will update the sample records previously selected with the quantity and unit of measure provided.

Otherwise, the system could raise an error when there is more information already missing in the sample.

When the records get the quantity and unit of measure updated, the sample records disappear from the "Samples without UOM and Quantity" related list.

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Novecare is the only GBU that allows samples creation without quantity and unit of measure. For TS, Aroma and Oil & Gas, the samples cannot be saved without this information.

Important to know that the "Mass Edit Samples" button is available for all SCO GBUs in all list views (not possible to restrict the button for specific list views).

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2024  : Leads & Samples Project NOVECARE, TECHNOLOGY SOLUTIONS, AROMA

Create multiple samples from Account or Case

Important to knowthe simplified sample process remains available only for Novecare. This process did not change in the scope of the project and remains available.

The Simplified Sample process is not available for Aroma, TS or Oil & Gas.

Maybe it could be removed if it gets unused due to the adoption of the new Mass Samples Creation process that is described below.

The mass sample creation process from the Opportunity was not implemented now because flows do not support the change of the data that was prefilled.

In the future, we would like to have the mass creation samples from opportunity with the products in the opportunity automatically added to the samples but with the possibility, at least,  to change the quantity and the unit of measure.

The Mass Sample Creation process covers the need of creating multiple samples at the same time. As a result, several samples are created, one sample per product as of today.

During the project we found several flow limitations that are described in this document.

The Mass Sample creation: process is implemented through a flow named "Case - Create Samples" and there are two ways to trigger this process:

• from the Account (Prospect (Non SAP Customer with Type = Prospect) or SAP Customer)

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• from the Case tab (in any list view)

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The "Mass Create Samples" button is visible for all Novecare, TS and Aroma users (all profiles) and the process has the following steps:

Step 1 - Populate the required information

The first step in the process is to populate the information required for sample request creation.

Depending on the GBU, we have different mandatory fields to create sample requests. The information introduced in the first screen like the account, contact, CSR, Account Manager, Requested Arrival Date, etc. will be the same for all the sample requests that will be created. The information entered is saved in the system and loaded when the user is moving back and forth through the process/screens.

GBU is the first information required to start the process. When the user is multi GBU user, the system will ask to manually enter the GBU.

The rule to automatically fill in or ask the GBU on sample requests is:

• user has the GBU field populated in user profile => the system fills the GBU automatically into the sample

• user has Multi GBU access including Novecare/TS/Aroma => the system will ask the user to input the GBU

• user has Multi GBU access including one of Novecare/TS/Aroma and GBU equals to Novecare/TS/Aroma => the system will ask the user to input the GBU

• user has the GBU field on the user profile empty => the system will ask the user to input the GBU

For Aroma the information to be entered in the first step of mass create sample requests is:

If Address Type is Ship-To, the address is automatically populated from Ship-to

• address is automatically populated from Ship-to

• phone and email is automatically populated from Contact

If Address Type is Contact, the address is automatically populated from Contact

• address is automatically populated from Contact

• phone and email is automatically populated from Contact

If Address Type is Manual, the following fields are mandatory and populated manually

Important to know

• If the third party account used by Aroma is OCTOCHEM, the system will automatically bring in Third Party Contact Ryan Cox. It is not possible to input anyone else manually.

For TS the information that could be saved in the first step of mass create sample requests is:

If Address Type is Ship-To, the address is automatically populated from Ship-to

• address is automatically populated from Ship-to

• phone and email is automatically populated from Contact

If Address Type is Contact, the address is automatically populated from Contact

• address is automatically populated from Contact

• phone and email is automatically populated from Contact

If Address Type is Manual, the following fields are mandatory and populated manually

For Novecare the information that could be saved in the first step of mass create sample requests is:

If Address Type is Contact, the address is automatically populated from Contact

• address is automatically populated from Contact

• phone and email is automatically populated from Contact

Step 2 - Add multiple products.

The user can search/filter the products in the product list by product name. Start typing the product name (or part of it) in the product field to find the product in the list. The list of products gets filtered by the GBU, active products and Level 4 or Level 5 depending on the GBU.

There is always a message on the top of the page to inform which products are available for the sample requests. The rule is:

• For Aroma => only Level 4 active products
• For TS => only Level 5 active products, with the keyword 'sample' in the product name
• For Novecare => only Level 4 active products, excluding *obs* keyword and only PF1 products

There is the Add button that opens a new product frame to add a new product. For every product, there is the Remove button to delete the product from the request if needed.

There is no message to alert that the product will be deleted, the product is immediately deleted.

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The mass create samples process allows you to add a maximum of 30 products (Salesforce limitation for the repeater component in a flow).

There is always a message.

Products or Aroma 

The list of products is filtered by Level 4 active products. 

Products for TS 

The list of products is filtered by Level 5 active products, with the keyword 'sample' in the product name - TS has specific product codes for samples.

Products for Novecare 

The list of products is filtered by Level 4 active products, without *obs* keyword and product code doesn't contain 'z' it means only PF1 codes are allowed.

Step 3 -  Overview the products, quantities and unit of measurement and confirm the ones to proceed with for the creation of sample requests.

The fields below should be visible on the screen to confirm which product sample requests will be created.

If there is a product you don't want a sample request to be created for, please deselect it from the table below.

This message alerts you to deselect one or more products to avoid creating sample requests for them. Another option is to come back by clicking on the "Previous" button and remove the products. After coming back, the products removed do not come into the overview screen again.

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The information on that screen is static and cannot be changed.

The check boxes in front of each product line are available and could be selected/unselected.

For the product lines that remain selected, the system will create the sample requests.

For unselected products, sample requests are not created.

Step 4 - Sample requests created

When the process finishes, the system displays a message stating that sample requests were created or an error in case something went wrong. In case of success, a green message will be displayed with a link and the Finish button.

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• if the Mass Create Samples started from the Account
  • when you click on Finish, the system will keep you in the account page
  • when you click on here to view them link, the system will redirect you to A - My Sample Requests (Open)
• if the Mass Create Samples started from the Case tab/Case list view
  • when you click on Finish, the system will redirect you to My Open Samples
  • when you click on here to view them link, the system will redirect you to A - My Sample Requests (Open)

Sample requests can be found in two ways:

• Sample requests are visible from the account object - go to Sample Requests related list in the Service tab

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• Sample requests are visible from the Cases menu - go to the Recently Viewed list or A - My Sample Requests (Open) list

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In case of an error, please open a Service One ticket related to Sample Management (CRM) with the error details. Example below:

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Important to know due to flow limitations (detailed in this document)

• the list of products is pre-filtered by GBU, Level and active products only
• for Aroma, the third party contact list is also filtered
• the mass create samples process allows you to add a maximum of 30 products

Mass Edit multiple sample requests at the same time

All SCO GBUs (Novecare, TS, Aroma and Oil & Gas) can edit the following information in several sample requests at once using the option "Mass Edit Samples":

• Requested Quantity
• Unit of Measure

• Manual Order Date (No SAP order)

• Manual SAP Order number (is visible/hidden depending on the user permissions)

• Manual shipping date (No SAP order)

• Manual Delivery Date (No SAP)​

• Tracking Number

• Carrier Partner Name

Anybody in the case team can mass edit sample information, however, when the sample status is New, the fields allowed to be editable are Initial Description, Owner, Additional shipping information, CSR Comments and fields in sections "Customer feedback" and "Other order and Shipping information".

The fields above are part of the "Other order and Shipping information" and can be edited in sample next stages.

The fields Requested Quantity and Unit of Measure can be edited when the Sample status is New. In the next stages the system will block updates of these fields with an error message.

The "Mass Edit Samples" button is available in the Cases tab for any list view, however, check the sample status and proceed according to the recommendation above.

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We recommend you to click on the "Mass Edit Samples" button from the  A - My Sample Requests (open) list view.

To update requested quantity and UOM, select Samples in the Status New.

To update order and shipping information, select Samples not in Status New or Pending Approval.

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Tracking Samples linked to Opportunities

• Novecare - Samples & Opportunities

• TS - Samples & Opportunities

THE FEATURES BELOW ARE AVAILABLE FOR NOVECARE ONLY

When the Sample Request is created from the Opportunity (go to an Opportunity, Service Tab, Samples related list and Click on "New"), the following fields get automatically populated in the sample request:

There will be a new field Opportunity Product in Sample requests that will be populated automatically by the system with the opportunity product reference, every time a sample request is created from an opportunity and includes the products from that opportunity.

In order to track the pipeline of opportunities linked to sample requests with products in dev sent to the customers, when a sample request is created with a product status product in dev, the system is requesting to enter the related opportunity.

So, the lab manager or Sales Rep must create an opportunity and link the sample request with that opportunity. If they try to move the sample request from New to Send for Approval without an opportunity, the system will trigger the following error message:

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If the opportunity is linked with the sample request, it can be submitted for approval with success.

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Jira transfered from L&S Project to Maintenance: 

CCCME-8600 CORE Novecare - Sample : Gmail / SFDC integration - be able to create sample from Gmail/SFDC integration

Novecare users are able to create sample requests from gmail without needing to access the system.

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CCCME-9263 CORE Novecare - Sample : Gmail / SFDC integration - be able to auto 'submit for approval' samples created from Gmail/SFDC integration

Novecare users do not need to access the system to submit the sample requests created from Gmail. It will be automaticallysubmitted for approval.

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CCCME-9386 CORE - ALL SCO - Sample Management - Close case automatically after 30days

When a delivery date is added, the case status is changed to 'Delivered' and the Account Manager is notified to close the case within 30days.  With this evoution, 30 days later the case is closed automatically.

The notification text was updated adding the frase: " The case will be automatically closed in 30 days from now "

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