Syensqo IS - Customer Support

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Overview

Excerpt

Concerned profiles:

 

Status
colourBlue
titlesales reps
 
Status
colourGreen
titleCSR
   
Status
titleData Steward / Admin
 OR "ALL"

Table of content

Table of Contents
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excludeOverview|Table of content
 

Step-By-Step

Step 1 -

ICARE 

ICARE (Sales Reps)

Status
colourBlue
titlesales reps

Template


1.1Identify customer candidate account
1.2

Send to CSR 

EMEA (nicoletta.bagnara-ext@syensqo.com)

APAC
  flora.huang@syensqo.com (Fei))
yun.shao@syensqo.com 

NAM

Email Template from SalesRep to CSR

 Dear CSR,
Please prepare the following account(s) for the Webshop.
Account ID in Icare: (link to the account)

Buyer name(s):
Buyer email(s):

Contact ID in Icare: (who needs to be able to order products via webshop)

1.3

Update the move the field "Moved to ecommerce" to the value "To be moved to ecommerce"

UpImage Added



Step 2 - SAP (CSR)

Status
colourGreen
titleCSR


1.1

Check what is the SAP number matching the Saleforce Account (If not existing Create the SOLDTO)
1.2Verify/Enter M3 for Webshop (at least one per Ship To) & check
>Material list is correct
>Check only in material is found 1 time for all tagged M3s of a Ship To
>Markets segment on material lines
>No obsolete material(optional)


1.3Tag the M3 > Header Data > Purchase Order Type > WEBC (SpP Webshop - CC)

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Step 3

Check 

How to check set up is correct?

- ICARE (CSR)

Status
colourGreen
titleCSR


1.1

Go to ICARE. Go to the Account Page, To Business Tab > & View Relationship of the contact

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1.2

  1. Tick “Start Portal Onboarding”, “Send Portal Invitation” and “Prices Visible”. Then press “Save”.



Additional info

  • Start portal onboarding: starts backend process of setting up account 
  • Send portal invitation: portal sends the invitation email
  • Prices visible ensures that the customer can see prices in the portal during order entry
  • SAP configuration exists: a field that the system automatically ticks (during the night batch) once the account has been set up properly in SAP (M3 tag)


NOTE: To click the above fields, SAP configuration exists must be ticked. This is not a box you can tick. 

Image Added

1.3

Troubleshooting Customer Onboarding

Check the Onboarding Status Global Report link here in case the email is not going out.

NOTE: Step 1-7 all need to have a check mark or a region in order for step 8 (send portal invitation) to be possible. If one step is missing then the email will not send.

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1.4User will receive Welcome email inviting them to change password within 24h

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Widget Connector
urlhttps://docs.google.com/presentation/d/1io1B0QvVqAqlOlMOBbtzmqK9Kq0aQNfIKSO16rb5UGc/edit#slide=id.p8
 Open icare Onboarding Report




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