Version Control

Reference Documents

1. Functional Process

 Process Overview

2. Data Model & security

Main objects

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 Accounts (beside the main one identified in the Account fiel in the Customer Specific Requirement) with a Customer Specific Requirement.

Customer Specific Requirement Security Model

3. Customer Specific Requirements Features

Features

Customer Specific Requirement Assignments 

Assigning a Customer Specific Requirement to a User or a Group of User is to pass the responsibility to act on that record on a particular phase of the process. On Salesforce, the Assignment is based on the field Case Owner.

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 Customer Specific Requirements with the same criteria).

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

• Manually changing the Owner – at any time, a User with Access to a Customer Request can click the button Change next to the current owner and select a new User/Queue to be the new Owner
• Automatically selecting the actors – the GBU has provided the rules, based on Customer Specific Requirement criteria, to allow the System to automatically change the Ownership of a Customer Request to a specific User or a Queue when the Status changes

The Actors are managed on the Case Team. The Users are added to the Case Team i) manually by a User or ii) automatically by the System when they are the new Owners of a Customer Specific Requirement. When the Users are added automatically to the Case Team, they are added with the correct Role based on the current Customer Specific Requirement Phase. 

Customer Specific Requirement Approval Processes

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

• automatically approved - the Status will be automatically changed to Under Assessment and the Customer Request will be assigned to the User or Group of Users responsible for the Assessment.
• assigned to be approved - the Status is changed to Pending Pre-Approval and the User or Group of Users responsible for approving the Customer Specific Requirement will be notified.

During the approval process, the Customer Specific Requirement will be frozen until it is “Approved” or “Rejected”.

If additional information is needed before the approval of the Customer Specific Requirement, or some part needs to be corrected, it can be "recalled" by clicking on the Recall button on the Approval related list. Once the information has been delivered, the request can be submitted for approval again. 

Similarly, when the user completes the Assessment of the Customer Specific Requirement, he has to manually 'Submit for Approval' for a final approval, before the Customer Specific Requirement is implemented by the plants. Based on the GBU rules, the Customer Specific Requirement can be : 

• automatically approved - the Status will be automatically changed to Under Implementation and the Customer Request will be assigned to the User or Group of Users responsible for the Assessment.
• assigned to be approved - the Status is changed to Approval Pending and the User or Group of Users responsible for approving the Customer Specific Requirement will be notified.

Customer Specific Requirement Notifications

On each step of the Customer Specific Requirement Management Process, a set of Solvay personalities (Salesforce or not Salesforce Users) needs to be notified that a new Customer Specific Requirement has now moved to a specific Status in order to act (Owners) or to be informed.

On each Status change, an email is sent from Salesforce to a group of users, based on System Rules and GBU Rules that should be stored and displayed in the Emails related list of a Customer Specific Requirement. There are three types of Addresses that are notified Email when the Status is changed:

• 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.

4. Specific Rules & Automation

Customer Specific Requirement 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.

When the user creates a Customer Specific Requirement, he has the ability to register the following information: 

Case Information 

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 Pending Pre-Approval 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 Assessment or to Rejected if not approved.

Assessment

Once the Customer Specific Requirement is approved, the Users or group of Users responsible for Assessing the feasibility fo 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.

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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