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Reference Documents

folder 03. Business Rules & Queues 

Table of Contents

1. Functional Process

 Process Overview

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1. Case: Standard Salesforce Object to store and manage all general information regarding a Customer Specific Requirement
2. Accounts: Standard Salesforce Object to manage the information about the Customer related with the Customer Specific Requirement
3. Files:  Standard Salesforce Object to manage the Files related to that Customer Specific Requirement
4. Case Team: Standard Salesforce Object to manage all the actors related to the Customer Specific Requirement Process and to manage accessibility to the Case
5. Customer Request Products: Custom Object to manage the Products Level 4 and 5 that are related to the Customer Request
6. Case Account Association: Custom Object to manage the association of aditional additional Accounts (beside besides the main one identified in the Account fiel field) in the Customer Specific Requirement) with a Customer Specific Requirement.

Customer Specific Requirement Security Model

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Who can create?	Any user can register a Customer Specific Requirement Due to differences within GBUs, roles and responsibilities are to be executed by different entities.
Who can see?Any user can see all the customer requests, except the Customer Requests flagged as “confidential”	If the Visibility is set to "Shared" every user can access the record. If the Visibility is set to "GBU Restricted" only users from the GBU can see the record.
Who can update?	Only users in Case Team or above role hierarchy of a user in the Case Team., and the Owner.
Who can delete?	A Customer Request Specific Requirement cannot be deleted. Only the System Administrator (SBS) can delete a Customer Requestrecord.

3. Customer Specific Requirements Features

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• The new Owner – if your GBU has implemented assignment rules and the owner is changed automatically to a specific User or to a Queue, the new Owners will receive the Notification Email.
• The Case Team – all Case Team Members, independent of their Role will receive the Notification Email
• Solvay Contacts on Notification Rules – group of contacts (not necessary Salesforce Users) that are selected to be notified when the Status is changed based on each GBU Rules.

Customer Specific Requirements can be cloned with versionning (Aroma Perf) 

A feature to manage versioning of SCR exists for GBU Aroma Perfomarnce : user will be asked if existing SCR must be de-activated and for which reason  .  

4. Specific Rules & Automation

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Registration

In order to create a new Customer Specific Requirement, on the Case tab, the user needs to click on the “New” button, select the Customer Specific Requirement record type and click on “Continue”. Additionally,Customer Specific Requirement can be created from a related list on the Account page from which the user can see all existing cases for this Account as well as creating a new one. When creating a Customer Specific Requirement from this related list on the Account page, the Account is automatically populated.

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Once the Customer Specific Requirement is approved, the Users or group of Users responsible for Assessing the feasibility fo of the Requirement are notified to act on the Case. The Users will provide a description of what was assessed, provide a Feasibility Conclusion, and finally submit the Requirement for a final Approval.

Feasibility 

Detailing the Response that should be sent to the Customer.

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Depending of the type of Customer Specific Requirement being assessed, one or more feasibility assessments may need to be completed :

• Analytical
• Industrial
• Supply Chain

Each one of this 3 types have a dedicated section, with dedicated fields :

Feasibility (Analytical)

Feasibility (Industrial)

Feasibility (Supply-Chain)

Once these individual assessments of feasibility are completed, the user must provide a Global Feasibility Conclusion

Global Feasibility Conclusion

Once the Global Feasibility Conclusion has been filled the user must submit the Customer Specific Requirement for a final Approval before implementation of the requirement by the plants.

As detailed on the the Approval Process section above, users must at all times submit manually a Customer Specific Requirement for approval after all the relevant information is provided. When an approval is requested by the GBU the status is changed to Approval Pending and the User or Group of Users responsible for the approval are notified. When the Customer Specific Requirement is approved, the status is changed to Under Implementation or to Rejected if not approved.

Implementation

Once the Customer Specific Requirement is approved, the Users or group of Users responsible for Implementing the feasibility of the Requirement are notified to act on the Case. The Users will provide a description of what was implemented, and finally Activate the Customer Specific Requirement.

Under Implementation

Completion

If applicable, and if provided, the user should register the Customer Feedback on the implementation of his request

Once the implementation has been completed the user should change the status to "Active". The Customer Specific Requirement once active remains in this status until it is no longer relevant or needed. When no longer needed the Customer Specific Requirement status should be changed to "Inactive" (during the clone is also possible to deactivate the current Customer Specific Requirement) 

Note: For Aroma when the Ship to Account, Case Account Associations or Customer specific requests products is changed the Customer Specific Requirement goes back to Implementation. 

Appendix

Customer Request Closure

Any User assigned to the case team can close the customer request by clicking on the “Close” button. This redirects the User to the closure page where a “Comments” fields can be populated prior to closing the Customer Request. When closing a Customer Request, the status will be default Close/Answered, meaning that the Customer Request was completed and the Customer received a communication. If the customer request was Rejected or has not completed the process, the Status can be changed to Closed/Stopped. 

Close Case

This section groups all the fields related to the Closure phase

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