Syensqo IS - Customer Support

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Definition

This capability allows Partners to see Leads shared with them by Syensqo. The Leads are displayed in MSP only when they are assigned to the Partner Queue or Partner user.

This feature started as a pilot with Azelis. There is only one queue with only one queue member, 'Frederique Felius' which will work as lead dispatcher and assign leads to other Azelis users. 

Table of contents

 Accessing points

This capability can be accessed through Homepage MSP as showed below : 



Detailed Capabilities

The Novecare Auto Abandon Leads  that are Passed to Distribution are assigned manually to CS - Lead - Azelis - EMEA

Since only 'Frederique Felius' is the only MSP user member of the queue, only she will be able to see the leads in the homepage through Team Leads - Not Assigned list view:

User can click 'View all' to go the list view in MSP and accept the lead or enter the lead directly by clicking on 'Company name':

Once Frederique Felius takes ownership or assigns the lead to another Azelis user another list view (My Leads) appears in MSP homepage for the user:

Users can swap between list views once they enter one of them:

Leads list view Team Leads - Not Assigned

This list presents all Leads passed to distribution assigned to 'CS - Lead - Azelis - EMEA' public group.

It is presented in a table with the following columns : 

  • Lead number
  • Company
  • Question asked
  • Country 
  • Name 
  • Type
  • Email 
  • MSP Lead status

Leads list view My Leads

This list presents all Leads passed to distribution assigned to partner user.

It is presented in a table with the following columns : 

  • Lead number
  • Name 
  • Company
  • MSP Lead status
  • Type
  • Email 
  • Question asked
  • Created date

Leads layout 

The only editable field when leads is in the Azelis queue or the partner user is the owner are 'MSP Lead Status' and 'Feedback'

Data Model & Security


  • Partner user are only allowed to edit MSP Lead status field and Feedback fields
  • Leads business rules




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