DRAFT PAGE

Objective and Scope	Table of Contents
To be completed with a link to the training document

• SBS Support Maintenance → SBS CRM L3 : Anne Gilles (WW) / Ines Somatri (EU) / Nina Song (CN) / Dharmika Paladugu (US)
• Business team → Application manager - Product owner    : Frederique Rivino
  Business user support (Digital Helpdesk Queue members) : Flora Huang (China) / Simona Caravetta (EU) / Suzanne Banks (US)
• SBS Evolutive Maintenance  
  SBS CRM functional analyst - Leila Radjah  

  Technical support team

  • Waeg developer (CloudCraze) - Quentin Mathoux

  • SBS IS CRM developer - Rui Da Silva

  • SAP SF1  - Nicolas Balbiani      

  • Webmethod coordinator - Olivier Hisler   

What is the express shipment? Express shipment allows users to receive their products before the standard dates. The corresponding dates are visible because orange on the webshop. Express shipment is available for customers from Europe and Asia but not US. All customers can select it. If LT < 3 weeks, express shipment is not available. LT has to be > 4 weeks. Please note that this rule often changes so it has to be checked. 

Main issues can be raised by business via a Freshdesk ticket :

1. Documents download  &  Interface with SAP SF1 issues (packing list - Order or Samples status..) ==> Ticket assigned to Nicolas Balbiani  (will manage with Oliver Hisler)
2. Express shipment : any issue or If a user request the express shipment to be changed, a technical intervention (dev) is required ==> assign ticket to Leila 
3. Fluids business : potential problems can happen with cases that are assigned to a specific digital queue as field "Account origin" = IS DC Digital Dynamic price  ==> must be handled by Business support 
   
4. Contacts : sometimes customer user can face issue on authorization ==>must check user profile (Purchaser : can order and see prices , Technician : can only ask for support )  must to be handled by Business support