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| Version | Date | Description | Author | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| v.1 | 30.03.2017 | Creation | Filipe Freitas | ||||||||
| v.2 | 04.06.2018 | Lightning update | Sophie Millet | ||||||||
| v.3 | 20.12.2019 | Samples Refactoring | Hicham Tabbak | ||||||||
| v.4 | 08.02.2021 | Sample Refactoring | Gonçalo Silva | ||||||||
| v.5 | 13.04.2022 | Approval matrix | Anne Gilles | ||||||||
| v.6 |
|
| MILIC-ext, Nikola |
| Anchor | ||||
|---|---|---|---|---|
|
https://docs.google.com/spreadsheets/d/11TfJpah5nSTQrCTWPdWZpuMgKmFIqM2b1pkxrRveaYY/edit#gid=0folder 03. Business Rules & Queues
| GBU | Business Rules and Queue Members |
|---|---|
| Aroma Performance |
| Novecare |
| Technology Solutions |
| Oil & Gas |
Oil & Gas
0. 0. Definitions
0.1 Sample Definition
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The Sample Management module allows to capture, log, approve, process and resolve Sample Requests. This module also enables to communicate with the Customer on progress and resolution. Additionally, in case of similar requests, a Sample Request can be cloned. The values can be edited before saving the cloned Sample or can be canceled.
1.2 Definition & use cases
Definition
There are 4 main reasons to create a Sample Request:
- Quality
- Customer request
- Distribution
- Business purpose
Depending on the reason it can be created from the Account (“Sold to” and “Sold to & ship to”), the Prospect, the Opportunity or the Complaint. For example when it is Distribution or Business purpose, the Sample Request should be created from the related opportunity.
Sample Request Management has 5 main steps which are as follows:
Sample Request Creation | Prompt logging of a Sample Request after reception with upload of pictures and attachments. Submitting the Sample Request for approval |
| Approval Process | Rules for the Approval process have been implemented by each GBU where a Sample Request can be automatically approved, be assigned to a User to approve or rejected, or be assigned to a group of Users. |
| Sample Request Processing | After the Sample Request is approved, it is assigned to a User, a Group of Users or a Third-Party to be processed. The Process phase can be managed on Salesforce or on other platform (SAP, Third-Party Community Portal) |
| Follow Up | When the process phase is managed outside Salesforce, Users are able to follow up the progressing of the Sample Request |
| Sample Request Closure | When the Sample has been processed, it can be closed. |
The Sample Request Management process is divided into 5 different Phases and 8 different Status.
| Phase | Status | Definition | Record Type |
|---|---|---|---|
| Creation | New | As soon as the Sample Request is created | Sample Request |
| Approval Process | Approval Process | When the Sample Request is submitted for approval | |
| Approved | Once the Approver has approved the Sample Request | ||
| Rejected | Once the Approver has rejected the Sample Request | ||
| Processing / Follow Up | Ordered | When a Sample order has been submitted on an external system | |
| Shipped | When the Sample Request has been shipped | ||
| Delivered | When the Sample Request has been delivered | ||
| Closure | Closed/Stopped | When the Sample Request is closed but the process was not completed | |
| Closed/Answered | When the Sample Request is completed and closed |
Use Cases
- Registering a Sample Request
- Submit for Approval and Approve or Reject a Sample Request
- Process and Close a 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
- 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 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):
| Widget Connector | ||||
|---|---|---|---|---|
|
3.4 SAP Interface
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 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.
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4.1.1 Case Information
| Field | Definition |
|---|---|
| Sold To Account | Sold To Customer related with the Sample Request |
| Customer Classification | Classification of the Sold To Customer defined on the GBU Customer Segmentation. Automatically calculated by the system based on the Sold-To and GBU/BU selected |
| Contact/Demander | Contact from the Sold To requesting the Sample Request |
| Opportunity | Automatically populated if the Sample Request is created from an Opportunity |
| Initial Description | Description of the Sample Request |
| Subject | General Topic of the Sample Request |
| Category | Business Category related to the Sample Request. |
| Sub-Category | Business Sub-Category is related to the Sample Request. The values available are related to the Category Selected. |
| Region | Region of the Sold-to Address. Automatically calculated by the System |
| Sub Region | Sub Region of the Sold-to Address, based on each GBU Sub Regions. Automatically calculated by the System |
| Case Record Type | Type of Case. Always "Sample Request" |
| Id to be copied in SAP Order | Salesforce Id that Users responsible for processing the Sample Request on SAP should transport for the ERP System when creating an Order related to the Sample Request. Automatically created by the System |
| Case Number | Salesforce Case Number automatically created by the System |
| Status | Sample Request Status |
| Follow-up date Reminder | Date after the Closure of a Sample Request when a Task will be automatically created for the User to remind that a Business Follow Up with the Customer should be done |
| Priority | Business Priority with which the Sample Request should be processed (High, Medium, Low) |
| GBU | GBU related to the Sample Request |
| BU | BU related to the Sample Request and to the GBU selected |
| Date/Time Opened | Time that the Sample Request has been created on the System. Automatically populated by the System |
| Case Owner | User (Solvay or Third-Party User) or Group of Users responsible to act on the Sample Request on a given Type. |
| CSR | Solvay User that should be responsible for the processing of the Sample Request |
| Account Manager | Solvay User that is the Account Manager |
4.1.2 Shipping Information
| Visibility | This field is visible on the Sample Request as read-only The system automatically copies the Visibility from the related opportunity |
4.1.2 Shipping Information
When creating a Sample Request, the information related 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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*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 3rd 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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Category | Sub-Category |
|---|---|
Quality | Change in formula |
| Change production site | |
| Concession form (quality pbs) | |
| For chemicals external ref analytic by authority | |
Complaint | |
| Industrial test | |
| Internal quality customer process | |
| MOQ derogation | |
| On demand reference sample | |
| University & R&D center | |
| R&D test | |
| Pre-qualification | |
Distributor | - |
| Opportunity | New customer |
| New end use | |
| New product |
...
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 customer feedback has been provided samples are closed as Closed/Completed.
- If customer feedback has not been provided samples are closed as Closed/No Feedback,
For Novecare GBU , there 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.
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- from the Account (Prospect (Non SAP Customer with Type equals to = Prospect) or SAP Customer)
- from the Case tab (in any list view)
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 sample required informationrequired 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 samplessample requests. All the 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 samples sample requests that will be created. All the The information entered is saved in the system is saved and loaded when the user is moving back and forward along forth through the process/screens.For Aroma
GBU is the sample information available is:
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Field Name
...
Required?
...
GBU
yes
auto-populate if the user multi GBU access is only Aroma
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:
Field Name | Required? |
|---|---|
GBU | yes otherwise, the system will ask the user to select the GBU manually |
Sold To Account | yes |
Requester/Contact | yes |
Initial Description | no |
Customer Service Representative | yes |
Account Manager | yes |
Subject | no |
Initial description | no |
Case | |
Sold To Account | yes |
Requester/Contact | yes |
Initial Description | no |
Customer Service Representative | yes |
Account Manager | yes |
Subject | no |
Initial description | no |
Case origin | no |
Category | yes |
Sub-Category | yes |
Requested Arrival Date | yes |
Opportunity | no |
Severity/Priority | no |
Address Type | yes |
Contact Name | yes |
Ship-To Account | yes |
Third Party | no |
Third Party Contact | yes, if third party account is populated no, if the third party account is empty |
Web Email | no |
...
If Address Type is Ship-To or Contact, the following fields are mandatory
Field Name | Required? |
|---|---|
Ship-to | yes |
Contact | yes |
If Address Type is Ship-To, the address is automatically populated from Ship-to
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Field Name | Required? |
|---|---|
Ship-To Company Name | yes |
Ship-To address 1 | yes |
Ship-To address 2 | yes |
Ship-To city | yes |
Ship-To zip code | yes |
Ship-To country | yes |
Ship-To State | no |
Ship-To Contact name | yes |
Ship-To Contact Name/Addressee | yes |
Ship-To Contact Email | yes |
Ship-To Contact Phone | yes |
Additional shipping information | no |
CSR comments | no |
Important to know
- If the third party account used by Aroma is OCTOCHEM and the , the system will automatically bring the in Third Party Contact which will always be Ryan Cox. It is not possible to input anyone else manually.
For TS the sample information available is:
For Novecare the sample information available is:
Step 2 - Add multiple products
Start typing the product name (or part of that) 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 6 depending on the GBU.
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 related product.
There is no message to alert that the product will be deleted, the product is immediately deleted.
Could be added up to 30 products in the screen above (is a Salesforce limitation for the repeater component in a flow).
Products or Aroma
The list of products is filtered by Level 4 active products.
Field Name | Required? |
|---|---|
Product | yes |
Product Label | no |
BU | yes |
Requested Quantity | yes |
Unit of Measurement | yes |
Product comments/specification | no |
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.
Step 3 - Overview the products, quantities and unit of measurements and confirm the ones to proceed with the sample creation.
The fields below should be visible on the screen to confirm which products the samples will be created.
Product field |
|---|
Product Name |
Product Code |
Product Status |
Product Level |
Requested Quantity |
Unit of Measure |
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 samples.
For unselected products, samples are not created.
Step 4 - Samples created
When the process finishes, the system displays a message stating that samples were created or an error.
in case of success, a green message will be displayed with a link and the FInish button.
- 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 My Open Samples
- 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 My Open Samples
Samples could be found in two ways:
- Samples visible from the account - go to Open Samples related list in Account > Service tab
- Samples visible from the case -
In case of an error, please open a service one incident related to Sample management with the error details. Example below:
Important to know due to flow limitations (detailed in this document)
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information that could be saved in the first step of mass create sample requests is:
Field Name | Required? |
|---|---|
BU | yes |
Sold To Account | yes |
Requester/Contact | yes |
Customer Service Representative | yes |
Account Manager | yes |
Severity/Priority | no |
Subject | no |
Initial description | no |
Requested Arrival Date | yes |
Opportunity | no |
Address Type | yes |
Contact Name | yes |
Ship-To Account | yes |
Case Origin | no |
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
Field Name | Required? |
|---|---|
Ship-To Company Name | yes |
Ship-To address 1 | yes |
Ship-To address 2 | yes |
Ship-To city | yes |
Ship-To zip code | yes |
Ship-To country | yes |
Ship-To State | no |
Ship-To Contact name | yes |
Ship-To Contact Name/Addressee | yes |
Ship-To Contact Email | yes |
Ship-To Contact Phone | yes |
Additional shipping information | no |
CSR comments | no |
For Novecare the information that could be saved in the first step of mass create sample requests is:
Field Name | Required? |
|---|---|
Sold To Account | yes |
Requester/Contact | yes |
Initial Description | no |
Customer Service Representative | no |
Account Manager | no |
Subject | no |
Initial description | no |
Case origin | no |
Opportunity | no |
Severity/Priority | no |
Contact Name | yes |
Ship-To Account | yes |
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.
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.
Field Name | Required? |
|---|---|
Product | yes |
Product Label | no |
BU | yes |
Requested Quantity | yes |
Unit of Measurement | yes |
Product comments/specification | no |
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.
Field Name | Required? |
|---|---|
Product | yes |
Product Label | no |
Requested Quantity | yes |
Unit of Measurement | yes |
Product comments/specification | no |
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.
Field Name | Required? |
|---|---|
Product | yes |
Product Label | no |
BU | yes |
Requested Quantity | yes |
Unit of Measurement | yes |
Product comments/specification | no |
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.
Product field |
|---|
Product Name |
Product Code |
Product Status |
Product Level |
Requested Quantity |
Unit of Measure |
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.
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.
- 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
- Sample requests are visible from the Cases menu - go to the Recently Viewed list or A - My Sample Requests (Open) list
In case of an error, please open a Service One ticket related to Sample Management (CRM) with the error details. Example below:
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.
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.
Tracking Samples linked to 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:
Sample fields coming pre-filled |
|---|
Opportunity (only visible after creating the sample) |
GBU (from Opportunity) |
Sold-To Account (Account from Opportunity) |
Ship To Account (Account from Opportunity) |
Subject (Opportunity Name) |
Initial Description (Opportunity Description) |
Account Manager (Opportunity Owner) |
End Use (Opportunity End Use) |
Category (equals to Opportunity) |
GBU Customer Segmentation (from the account linked to the opportunity) |
Address |
Case Currency (EUR) |
Opportunity (only visible after creating the sample) |
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:
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.
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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