Overview

In this section, you will find information about:

Table of content

Webform Analysis & Assignment
When a Webform is received, there are 2 different cases: A) The GBU is identified (if the visitor registered its request form a Product detail page or has selected a GBU in the General Request Form) In that case, the Webform is assigned to the GBU Queue (GBU Webform queue)
By default, an email with the request details is sent to the Queue Members
B) The GBU is not identified, the case is assigned to the SBS OtC Customer Information (ex-Info-Produit - Maria-Rita LaRussa) to analyze the request and assign it to the correct contact / queue
All fields are editable and can be modified
Additional information can be added in the case if needed
For the Webform for which the GBU was not registered, it is important to update the information as soon as it is available
Once the contact who will take charge of the Prospect/Customer request is identified, the Case Ownership should be transfer on him Click on "Change" and then select the correct "User" or "Queue"
If you want the new Owner to receive a Notification eMail, tick "Send Notification" checkbox
Please note: If the case should not be treated (bases on Business rules or "false" form, it can be closed directly If the case assignment is not clear, you can use the Chatter function to verify who should be the right contact