DRAFT PAGE  

Objective and Scope

Table of Contents

To be completed with a link to the training document

 


Reference Documents

SpP Webshop - FAQ

Webshop - Impact of changes for users
Webshop FAQ SBS Adoption team
Webshop FAQ Business User Support
Note during the training [French document]


Key roles

  • 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 (CN) / Simona Cavarretta (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 

[List of contact during vacation]



FAQ



General information

Create a Jira and assign it to Leila Radjah.


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.  If express shipment has to be changed, it requires a technical intervention.


It is the one without market segment on Salesforce. We display the "Portal Minimum Order Quantity" (if it exists) + the "standard minimum quantity".

For China, currency is the one used on sales quotes. If there is no currency on sales quotes, then standard price is in USD, except if the customer has the currency field filled in on acccount (new field added end of October 2019).

If a user can't see a price, go on "Product" and check if "Webshop Hide Prices (Regions)" has values (contact PM). Or at the account level : "Hide Webshop Prices" is checked if we don't want to give visibility to other price than the global one (here managed by the Acount Manager).


Data (out of SBS scope)


Contact Simona  Caravetta  who is in charge of data issues.


When "Order product" is filled in, it simulates an order with SAP information. It can happens that an error occurs such as no price displayed or SAP is down for example. On most cases, CSR didn't managed prices on SAP. Prices don't come from Salesforce but from SAP here. 


Documents have to be archivable to be visible on the webshop. CSR are in charge of performing this action on SAP. 


Go on product page. Cf. "Webshop visibility (regions)" field. It has to be updated by Product Manager.


Go on contact page and check "Webshop Profile" field. Value has to be "purchaser" if you want that she/he can order products.

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 Olivier 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  


Version Control

VersionDateDescription
0028/11/2019Draft Version