Syensqo IS - Customer Support

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Overview

Concerned profiles:

 SALES REPS  CSR    DATA STEWARD / ADMIN OR "ALL"

Table of content

 

Step-By-Step

Step 1 - ICARE (Sales Reps)

SALES REPS


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)
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"

Up



Step 2 - SAP (CSR)

CSR


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 (optional)


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









Step 3 - ICARE (CSR)

CSR


1.1

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

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. 


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.



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





 




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