Syensqo IS - Customer Support

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HypercareHypercare period


Reference Documents

To be completed


Key roles

Sarah Chattin : GBU data Steward

Andrea Pappada : CRM champion 




FAQ

New fields added impacting users and reports/Dashboards (more than  400 reports update by Sept 15th , much more by end September 2020) : 

  • Reporting Region (SCME-2060) : in Account page layout used to regroup sub-regions (still exist and updated by GBU data steward) :  4 values  Great China, EMEA, Americas , APAC (w/o China)

  • Team Cluster (SCME-2094 ): in Account page layout , mass update done with file provided by business (4 values : Transportation, Industrial,  Consumer/ Healthcare/Environment , Channel partners )  . This field can be challenged only by Account owner at Child account level, when S.Chattin approves, new Team cluster value is automatically updated at Parent account level and then will update all child accounts. Then 1 case by region is generated for CSR can update in SAP  . Data updates in Icare must be handled only by GBU data steward , not by SBS.

  • Market Cluster (SCME-2058) : in Realized Sales, Sold & Pending, Devpool) . This field is automatically updated with following rules : 
    1. if Team cluster = Channel partner ==> Market cluster = Channel partner 
    2. else  ==> mapping table defined in set up ( reference document in Library documents)  based on End use .

Hypercare period 

1- User request to have access to data related to new Visibilty ECCO organization ==> nothing will be available before end Septembre

2- High priority master dashboards have been delivered , a document will be built and shared with users to show in which folder new reports/dashboards are available with new fields . If need to support to build new additional reports ==> forward to Sarah Chattin

3- if user is asking why his customer is in a certain Market or team cluster , guide user to see  File tab /  "Library " tab (referential) , if user need more explanation we will forward to Andrea Pappada.


Market cluster


It is available on:

  • Realized Sales
  • Sold & Pending
  • Devpool

It depends on the "Team cluster" field which is available at the account level.

When a new record is created (RS, S&P or devpool):

  • If Team cluster = "Channel Partners" ==> Market cluster = "Channel Partners"
  • If Team cluster = another value ==> Market cluster depends on the End use

Sold & Pending

  • The record is edited = "Market cluster" is recalculated (use this method to force the calculation if needed).
  • Team cluster change* (Account) = no impact on the "Market cluster".
  • End use change* (End use object) = no impact on the "Market cluster"

*The records will be deleted during the night and replaced by new ones (with correct values). Business agreed to have the new "Market cluster" available within 24h.

Realized Sales & Devpool

  • Team cluster change (Account) = "Market cluster" is recalculated (only refresh needed)
  • End use change (End use object):
    • Realized sales: during the night, the "End use" field is updated (batch). "Market cluster" is recalculated at that moment (trigger).
    • Devpool = immediate change (trigger)

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