Interworks Cloud Platform & CloudPortal Integration

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1 Interworks S.A Interworks Cloud Platform & CloudPortal Integration Getting Started Guide Published: March, 2014 Page 1 of 75

2 This document contains information proprietary to Interworks S.A. and its receipt or possession does not convey any rights to reproduce, disclose, manufacture, or sell anything it might describe. Use without Interworks specific written authorization is strictly forbidden. Interworks makes no representations or warranties with respect to the contents or use of this document, and it reserves the right to revise this document any time, without the obligation to notify any person or entity of revisions. Further, Interworks assumes no responsibility or liability for any errors or inaccuracies, makes no warranty of any kind (express, implied, or statutory) with respect to the contents or use of the information, and expressly disclaims any and all warranties of merchantability, fitness for particular purposes, and non-infringement of third-party rights. Interworks, the Interworks logo, the Interworks Cloud Platform logo, the Interworks Cloud Platform BSS logo, the Interworks Cloud Platform Storefront logo and the Interworks Cloud Platform OSS logo are registered trademarks of Interworks S.A. All other trademarks are the property of their respective owners. Interworks S.A Page 2 of 75

3 Contents About this guide... 5 Introduction Support and feedback... 5 PART ONE... 6 Fundamentals Integration of the Interworks Cloud Platform with Citrix CloudPortal Set up your Accounts Create New Account Account Billing Information Synchronize Accounts with CloudPortal Create a Product Configurable Products Manage your Sales Subscription Management Execute an Order Automatic Invoicing Add On, Upgrades/Downgrades Subscriptions Upgrade/Downgrade Payments Give access to your Customers in Storefront Platform Storefront Settings For Storefront Users Submit an order For B2C (Business to end Customer) Billing Page Automated Ordering and Billing Process Storefront Registration Checking out from Storefront Basket Automated Subscription creation and renewal Automated suspension and cancellation of the subscriptions PART Beyond the Basics Price Lists Contracts / Sales Terms / Rebates Contracts Home Page Page 3 of 75

4 Create a Contract Contracts Sales Terms Sales Module Create an opportunity Create an offer Support Management What is a Case Marketing Module Manage Campaign and Leads What is a Campaign and a Lead? Convert a lead / customer / opportunity Promotions Payments Manage your Reseller Working With Resellers Create a Pay-per-use (PPU) product Business Intelligence System Notifications Templates Page 4 of 75

5 About this guide Introduction This guide provides instructions for integrating Interworks Cloud Platform with CloudPortal Note: This guide is updated as new information becomes available. Before you begin, be sure to check Downloads section of the Interworks Cloud Platform support site, to make sure you have the latest version of the guide. The publication date on the title page indicates the version. 1. Support and feedback To receive support for the Interworks Cloud Platform use the following link to access product downloads and online help and documentation Note: When you login to BSS Platform, you have the option to communicate online with one of our representatives from our Support Departments, simple by clicking the side of the Home Page. icon on the right Page 5 of 75

6 1. Integration of the Interworks Cloud Platform with Citrix CloudPortal. PART ONE Fundamentals Interworks Cloud Platform has the ability to integrate with various provisioning services. In the following steps you will be able to see how you can integrate Interworks Cloud Platform with your CloudPortal provisioning service - First thing you need to do, is to go and set up your integration of BSS platform with CloudPortal - From Set Up-Administration-System options, you enter Integration with Provisioning Platform Page 6 of 75

7 In the Provisioning Platform Set up you need to fill in the fields that will allow you to have access to your CloudPortal service From the top drop down menu, choose Citrix CloudPortal as your provisioning platform In the Web API URL, enter the CloudPortal API URL (API has to be enabled). The Web API URL, should follow the form: https://[cpsm Site]/CortexAPI where [CPSM Site] is the IP address or the site host header, where CloudPortal Services Manager WebServer, was installed. For further information see 'Citrix CloudPortal Services Manager API User s Guide'. On the Reseller field, insert the customer code as it has been defined in Citrix CloudPortal. Page 7 of 75

8 1. If you are a Telco / service provider, it is the code of the root customer in CloudPortal. 2. If you are a reseller, it is the code of the customer your service provider has created for you in CloudPortal. In the User Name field, enter the username of the admin user of the reseller you defined in the previous field. The credentials for this user will be used for accessing CloudPortal API, so this user must have at least one security role with the entity API Access enabled. He should also have security roles that grant him access to manage customers / services. The field Default Customer Admin Role is displayed after you save the form. In this field you must set the default security role. In the case of CloudPortal it s either User Service Administrator or Customer Administrator. Security permissions are set in CloudPortal. After completing the above fields, press the Get Services Definition. This actions needs to be repeated each time you add or edit or deprovision any service from CPSM. This action will create for each service deployed in CloudPortal, a correspondent product type in Interworks Cloud Platform BSS. If a service has been deployed to more than one location, a product type for each location will be created in Interworks Cloud Platform BSS. You can not change or delete these product types. Note: In 225 releases we support integration with multiple provisioning platforms (WSP, CPSM). The integration may also be established with different instances of the same provisioning platform (eg: WSP and WSP 1.2.1) If you go to Set Up-Billing-Products-Product Types you would be able to see the product types that you have synchronized which correspond to the services that you have deployed in CloudPortal. If you click on a Product Type, and check the properties, you will see that a property has been created for each service configuration setting that exists in CloudPortal. Page 8 of 75

9 For the Hosted Exchange service, you will see that for each user plan a correspondent numeric property has been defined. For the Citrix Service, you will see that for each application / application group / Citrix application / resource defined in CloudPortal, a correspondent property has been defined in product type. Every time you want to create a new product in the BSS platform you must assign either of these two product types and choose the respective properties from each of those types. Every time you change the configuration of a service in CloudPortal (e.g. add / delete a new HE customer / user plan or a new application for Citrix Service), you must re-run the Get Service Definition action of Interworks Cloud Platform BSS. Page 9 of 75

10 The action will check what changes have taken place in CloudPortal and will update the correspondent product types. This action also checks if the service has been deployed to a new location in order to create a new product type for this location. If you expand the Advanced Settings you can further see the user plans for each of the components of the service. Page 10 of 75

11 2. Set up your Accounts One of the first things you need to do is to import your accounts / contacts and synchronize them with CloudPortal before you start working with your Customers Create New Account Click on the Add button in Account s Home Page or, Click on New Account In quick create menu Insert all the necessary information and details of the new Account. When the new Account is enabled for ordering, then billing Information fields are turned on to compulsory. In ordering section you can define the payment method (i.e. credit card) as well as your pro rata billing schedule. Prorating is the day of the month that the customer will be invoiced. You can enter only specific values (first or last day of the month and values from 2-29). When Customer s pro-rating is 1 means that the customer will always be invoiced the first day of the month. When the pro-rating is disabled means that the invoices will be generated the day that the subscriptions are activated or at the end of the billing period. When all Account s information has been completed click Save and go to shortcut menu and click Add Contact to create Account s Primary contact. Complete the necessary information. Don t forget to enter Contact s address and to set the contact as Primary Contact by enabling the appropriate check box. If you want to set the contact to receive the invoices you should enable the option Bill to contact in contact s detailed view page. For each Account there is a list of contacts you can associate with. You can keep all your important contacts, manage them, edit them, and assign them with the Account. Page 11 of 75

12 Account Billing Information In Account s detailed page you can also view billing indicators about the Account in the Billing Information. Account Balance: The total overdue payments of the customer and it is calculated based on unpaid invoices due date Overdue Payments: It's the total amount of the invoices that have not been paid until now. (Where the due day of the invoice is any day before today). Annual Subscriptions: It's the annual amount before VAT of all active subscriptions (total amount of a monthly subscription *12). LifeTime Subscription: It's the annual amount including VAT of all active subscriptions (total amount of a monthly subscription *12). Monthly Run Rate: The amount of annual subscription divided by 12. Next Invoice Date: It's the date where the next invoice will be generated. Last Invoice: It's the date where the last invoice generated for this Account. Page 12 of 75

13 3. Synchronize Accounts with CloudPortal Synchronize a new Account In order to have a customer to use the BSS platform and take advantage of the provisioning services, first you need to synchronize Account with CloudPortal. An Account must have a primary Contact. From the Account s detailed view page and the left Shortcut Menu choose Synchronization > Synchronization Options and fill in the Synchronization Options that include: Account s Primary Domain, the role of this Account and the location of the services and the username of the admin user that will be created for this Account. Customer s Code is not necessary to be filled. In case it is blank the system will automatically generate one for the current account. Click Save in order to save the synchronization details. Note: -You can now mark an Account as Reseller and it will be created as Reseller in Cloud Portal. -You can also define in synchronization options from which locations he can get reseller services. Press Synchronize Account. A new Account has been created in CloudPortal and is synchronized with BSS Successfully. Note that the option Synchronize Account in Shortcuts menu is available only the first time you are synchronizing an Account with CloudPortal. Synchronize existing Accounts If you Customer have already been created in CloudPortal you should only synchronize them with BSS platform. Create an Account in BSS platform and click Synchronization option from the shortcuts menu. In the field Code enter Account s Code as it is defined in CloudPortal Account. Code is used for matching and synchronizing BSS Accounts with CloudPortal Accounts. If you go to CloudPortal and check Customers you will be able to see the Account you ve just created and synchronize with CloudPortal. Page 13 of 75

14 4. Create a Product To create a product, choose one of the following steps: Click Add > Add Product from Product s Home Page Click New Product using Quick Create menu In the following page you will have to insert your Product s details: Choose whether the product can be Primary or Add-on product, by selecting the appropriate radio button next to the field Define Product as. Products marked as Add-ons, can be added to Products given that they have the same Product Type. Interworks Cloud Platform supports 3 different charge types. o One time charge : you use this type of charge for products with non-recurring charge, e.g. Mobile phone. For products of this type of charge, there is no need to create subscriptions. o Recurring charge - prepaid : you use this type of charge for products with recurring charges, for example every month. For this type of products, appropriate subscriptions must be created when a customer buys the product o Recurring charge Pay-per-use (PPU) : you use this type of charge for products that you want your customers to be charged based on the usage of the product. When selecting this type of charge, you can import an excel file to the system (See paragraph Usage Charges) and the appropriate subscriptions will be update. Important Notes for PPU products: 1. This type of products cannot be upgraded or used for a trial period. 2. You cannot select this type of charge for Add-ons 3. You can choose to charge a PPU product, with two different ways: a. Charge for partial billing period: you charge the Customer for the days that he used the resource b. Charge for the whole billing period: you charge the customer for the whole billing period regardless the days that he actually used the resource 4. In the edit of a PPU product, you can choose to edit pricing info by going in the Pricing section in the Product s detailed view page. o In the Recurring Charges tab, you can edit the recurring pricing info, such as Purchase and Sell Price for the product, discount list applied, etc. o In the Usage Charges tab, you can set for which of the Product s resources, you want usage charges to be applied and what is the type of your resource (metered/allocated See Paragraph Usage Data). You should also specify which add-on will be used to charge every resource. Choose the appropriate Product Type (given that you have declared the Product Types in the Setup). The product type will be a drop-down menu where the product types are grouped by the following way: Page 14 of 75

15 o o o There will be a group for each Provisioning Platform that is activated. So, if a customer has the CPSM enabled, you would see the group Citrix CloudPortal Services Manager and underneath a list of the system product types derived by CPSM. If a customer has integrated more than one CPSM, then the group name will be Citrix CloudPortal Services Manager - <INSTANCE NAME> All the web apps that have been enabled (e.g. Panda, FileLocker etc.) will be together under the group Cloud Apps. All the rest product types that are not system product types, they will be grouped under the group Rest Apps. Also, for each product type an image can be inserted. The user can insert an image from Setup > Billing > Products> Product Types by selecting the desired product type and Click to Replace option. Choose the VAT Category for the Product, Unit of Measure, etc. Choose Industry from the relevant field. This field is a drop-down menu and the user can insert Industries at Setup > Billing > Products > Industries. (This field will be disabled if the product belongs to a product group. Choose a Category field. (This field will be disabled if the product belongs to a product group). You should also add the Price and the set up fees for your Product, as well as the charge type in pricing section by selecting the relevant radio buttons (recurring/one-time charge). If a Product has some special Product characteristics you can fill the appropriate info in the section Product Characteristics. Trial Products/Services are used to present Services or Products to customers for a short period of time in order to familiarize themselves, and more accurately decide whether they want to buy or not, the specific services or products in the future. Interworks Cloud Platform provides the following abilities: Page 15 of 75

16 Create a trial-product for a specific customer for a specific amount of time. Trial Period can be days or even months. The Number of Trials per customer can be Total (i.e. for a specific customer only a specific amount of trials for the same product can be used only once). The Number of Trials per customer can be Concurrent (i.e. For a specific customer only a specific amount of trials for the same product can be used for several times). Trial Period can be extended. (Users with the appropriate permissions can extend trial subscriptions. This option is enabled in setup > users) Trial Products/Services can be managed and monitored through BSS and Storefront. Configure your Products/Services as trials by setting trial period and number of trial per customer. Trial Subscriptions are not charged. On a Product s Detailed page view, click request for trial to create a trial subscription. Using the Shortcuts menu, you can specify whether the product will appear on your Storefront or not. You can do so by clicking on Storefront Configuration, and checking the checkbox Show in Storefront. (All new products are not visible in Storefront by default) Page 16 of 75

17 Configurable Products Configurable is a product that his price changes based on selected order characteristics. The differences from the normal product are the following: The product price is from XX / month where XX is the price of the minimum configuration Underneath product s general info the Configure your service section is displayed. This section displays all products order characteristics grouped by properties groups. The groups will be displayed based on their position and underneath the group a description is displayed. When the user presses the Calculate cost button the estimated price will be displayed on the right: All the information that normal products have in Pricing and Add-ons section, all units, setup fee, and discount lists are also displayed. The last difference from the normal products is the Available Add-ons tab. Because all the pricing has been moved to configuration section, in this tab we display up to 4 add-ons. Page 17 of 75

18 If the product is set as an Add on, it must have the same Product Type with the Normal product that we want to assign it with. It is important to set up the fields in Pricing section. First, you need to set the charging type of the product. You should choose whether it will be a one-time charge product or a recurring-charge product. You can also set a Discount List to that particular product. Using the Shortcuts menu, you can specify whether the product will appear on your Storefront or not. You by clicking on Storefront Configuration, and checking the checkbox Show in Storefront can do so Note: We now provide full support of the following Services: -Virtual Machine -Blackberry -Hosted Exchange -File Sharing -SharePoint Citrix Services Page 18 of 75

19 Implementation of a generic mechanism for provisioning services We implemented a generic mechanism for provisioning any service that has been deployed in CPSM and is based on customer and user plans. The action Get Services Definition now creates a correspondent product type for every service that has been deployed in CPSM. The properties of these product types are the following: Package: We create a list property that contains all the service customer plans. A property for each user plan. For each user plan we create a numeric property with the same name. A property for each resource. For each service resource we create a numeric property with the same name. With the product types in place, it is very easy for the account manager to define new products for these services and publish them in his Storefront. When an order in placed for such services, Cloud BSS provisions the service in CPSM by Applying the customer plan defined in Package property Setting the values of the user plan limits and resources to those defined during product definition. Page 19 of 75

20 Implementation of Chargeback Data Collector for CPSM The Chargeback Data Collector component is a service that retrieves in a daily basis the usage data from CPSM and imports them in Cloud BSS. To get the data, the component uses the CPSM ecommerce SDK. This SDK includes Usage API that is actually a thin layer on top of CPSM Data Warehouse. The following table summarizes the out-of-the-box supported services and their meterable settings: Service Quantity Unit of Measure For all services Count of provisioned users Per User For all services Count of provisioned customers Per User Citrix Count of Applications Provisioned to Users Per Application MySQL Count of Databases Per Database Sharepoint2010 Count of Provisioned Sites Per Site SQL2005Hosting Count of Provisioned Databases Per Database VirtualMachine Count of Provisioned Virtual Machines Per Machine WinWebHost Count of Provisioned Sites Per Site WSS Count of Provisioned Sites Per Site For more information regarding ecommerce SDK see When the Chargeback Data Collector service runs, it executes the following actions: For each PPU subscription in Cloud BSS, it requests the usage data for the specific customer / service combination. If the customer is a CPSM reseller, it loops into reseller customers and finds which services their users are using. It creates a Usage Data object for keeping all usage records. Usage records are related to the PPU subscription. Historic usage records are kept for every billing cycle. Page 20 of 75

21 5. Manage your Sales Subscription Management The Subscriptions Management Module provides a Platform degrees view of all of your customer subscriptions. It provides automatic renewals for your subscriptions and keeps a history track for all renewals. It is integrated with your provisioning platform and displays in real time details. Note: Every time you create a new subscription that is being synchronized with CloudPortal there is an indicator that signifies the status of your provisioning sync with CloudPortal. You can now go to a Subscription s page in BSS and check on the upper section of the main page the Provisioning Sync Status whether it is Synchronized, In Progress or Failed. Execute an Order Every time you execute an order with a product that has a recurring charge, a subscription will automatically be created and an Invoice for that subscription will be issued. All subscriptions will be created with the selected start date. Invoices are generated automatically or manually when an order is executed or a subscription is renewed. Go to CloudPortal s Customer page and see the small green ball that is placed before each service which means that the service has just been provisioned. Note 1: In order to be able to execute Orders, you should make the appropriate configuration in Setup section (a) In Setup section (Setup > Sales > Orders > Orders Status - See Setup Paragraph) you have to configure one Order Status with Type = Automatic execution. (b) You should also define in Setup > Billing > Invoices > Invoice Status two Statuses. The first one should be of Type = Paid and the second one should be set to Unpaid. You may also have as many types as you want, but you should at least have the above mentioned. Page 21 of 75

22 Note 2: You can also submit orders from Storefront. In order to be able to execute orders from Storefront, you should have at least one order status that is defined as Draft in Storefront Type one order status that is defined as Submitted in Storefront Type You should also have one Type set up Automatic Execution (this is usually set to the Status that is set as Submitted ). This status will be used in order to execute your Orders either they are submitted from Storefront or from BSS. Page 22 of 75

23 Automatic Invoicing The system can generate invoices automatically when an order is executed or a subscription is created or renewed. You can always generate invoices manually if it is necessary by selecting the command of generate invoices from shortcut s menu in Account s or Subscription detailed view page. When the subscription product is integrated with CPSM the subscription will also displayed as synchronized. In cases where the execution of an order or the creation of a subscription fails because an error is returned by the integration layer, a Retry action is displayed in view page. The user must fix the issue the caused the error, and then to retry for completing the provisioning action. Add On, Upgrades/Downgrades Track and view all add-ons that have been added or removed from a subscription. During the lifecycle of a subscription, the customer can request extra add-ons or cancel previous added add-ons. For each add-on we keep its activation date, its quantity and its status (active or cancelled). Subscriptions Upgrade/Downgrade Upgrade a subscription to a more advanced service. Essentially it is the replacement of a service or a product with a new service/product of the same type but with more features, if it is an upgrade or less features if it s a downgrade. From the left Shortcut Menu choose Upgrade or Downgrade and a new pop up window will let you choose the product or service you want to upgrade or downgrade to. Page 23 of 75

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25 Payments Automatic payments processing: Activate payment gateways for automatic credit card payment clearance. Each payment can be associated with a list of invoices and subscriptions for which the invoices were generated for. Manual Payment entry: You are not limited to supported online payment gateways. You can manually apply payments such as checks, bank deposits etc. 6. Page 25 of 75

26 7. Give access to your Customers in Storefront Platform If you wish to give access to Storefront for one of your customers, you should do the following: Verify that the Account, to which Contact is assigned, is enabled for ordering. From the Contact s detailed edit page enable the option Storefront User and configure the access of your customer by setting his user name and password. After filling Storefront User section with the appropriate credentials (username and password) click Save. A new Storefront user is created for that Contact. The Contact can use these credentials along with the URL you have provided him, to enter Storefront, from where he can change his password and manage his Account. You can also create a contact and a storefront user by selecting Add Storefront User from Account s shortcut menu. Page 26 of 75

27 Important Note: In order to give access to Storefront to a Contact and send a welcome you should declare a System mail Account in Setup Area. To do so, go to Setup > Administration > System Options > Organization Profile. On the Preferences section, enter the appropriate credentials of a valid account and click on Save (see paragraph Notifications and Templates). You should also verify that a system notification named Welcome to Cloud Platform Storefront is active. We support SSL and TLS Encryption for accounts (see paragraph Notifications in Setup area- for further information). Page 27 of 75

28 Storefront Settings General Go to Setup > Administration > System Options >Storefront Configuration and set different colors, images, for your storefront page. On this page, you can set up the basic parameters for your Storefront. Those parameters refer to settings like the storefront access configuration or the information displayed. In the first section, there are General Settings. Those include the following settings: Storefront Page Title. You can enter a title for your storefront, which is the title displayed on the browser tab for your Storefront Storefront Alias. You can define an Alias for Your Storefront. This means that a URL with your storefront alias will be created and the users who use this URL will not have to enter the organization ID, but only their username and password. Note 1: If you choose not to enter an alias to your Storefront, you should provide your Customers with the appropriate Organization Id along with the username and password that you have entered when giving access to Storefront for one of your Contacts. Storefront Host Header. It enables the Alias defined above. When this option is not checked, then the URL with the Alias is inactive. Show Prices to logged in Visitors. When this option is checked, the product prices are displayed in your Storefront. Otherwise, the prices are not displayed at all. Include VAT in prices. When this option is checked, the prices displayed in your Storefront is the total amount, tax included. Display Invoices. When this option is enabled, the option Billing is displayed in the storefront top menu and the user s invoices are displayed. Otherwise, the option Billing is replaced by the Subscriptions option and there are only the user s subscriptions displayed. The next section is the Enable Anonymous Access section. Since you have defined an Alias for your Storefront the organization id is not necessary to log in, you can define whether you prefer users that are not logged in to have access to your storefront. If you enable this option, users who are not logged in will be able see the home page and the product catalog of your Storefront. Since anonymous access is enabled, you can define the following options: Allow self registration. When this option is enabled anonymous users will be able to register themselves, filling the registration form (go to Storefront Registration page for more details). Page 28 of 75

29 Show prices to anonymous visitors. When this option is checked, prices will be displayed when a non logged in user is navigating through the storefront. When having the Check to allow anonymous access checkbox checked, you allow anyone to navigate around your Storefront page, and see your Products Catalogue, without having to login to your system. Additionally, with this checkbox checked, you are giving visitors the option to register to your Storefront. We will discuss this option in detail in the rest of this paragraph. Note: You cannot check the allow anonymous access checkbox, if you don t use an alias. Self-Registration Settings. This section appears only when the anonymous access is enabled. Those settings include: Payment method. You can choose the default paying method for the users registered. Enable Prorate Billing. Prorate billing can be defined for the Accounts created by users registered. When this option is checked, the Partial Charges Invoicing is enabled and you can choose the day for the partial invoicing. Auto invoice notification. When it is enabled, the users receives notifications for his/her invoices. Self Registration Settings. When you choose this option to be enabled, you have to enter a pricelist which will be used for the resellers. You enter the pricelist, clicking on the magnifier on the right. In order to be able to enable this option, there must have been defined a responsible user for the resellers in Setup > Administration > System Options > Use of API Usage. (go to Storefront Registration page for more details). The registration process is completed in WebSitePanel when a storefront user places an order. When a visitor registers online, the system creates an Account and a Contact in BSS but the account is not provisioned in WSP. The provisioning must be performed manually from an Account Manager by filing his sync options in BSS. In this version we automatically set account s synchronization options as follows: Role: It will always be user Username: It will be Storefront s username Page 29 of 75

30 When the customer places his first order, the system will first provision the customer in WSP and then it will execute the order for provisioning his services. In the Sections Activation section, you can define the following options: Suggestions to Customers. By enabling this option, the Customers also bought section is displayed at the bottom of the product view page. Enable Most Popular Products section. When it is enabled, the Most Popular section is displayed in the Storefront Home Page. You define the products that will be displayed in this section by defining the period in which you want to get the most ordered product. Enable New Products section. By checking this option, the New products section is displayed in the Storefront Home Page. In this section, the products that have been added in Home Page New Products will be displayed. Home Page Offers. You can add the products that will be displayed in the Offers section in the Storefront Home Page. You have to click on the magnifier, which will display a list of the products that are under promotion. You choose the product you want and click on the + sign to add in the list below. You can re-arrange the products by the arrows on the right. Home Page Featured Products. You can add the products that will be displayed in the Featured section in the Storefront Home Page. You have to click on the magnifier, which will display a list of the products that you have categorized as Featured in the Product Storefront Settings. You choose the product you want and click on the + sign to add in the list below. You can re-arrange the products by the arrows on the right. Home Page New Products. You can add the products that will be displayed in the New section in the Storefront Home Page. You have to click on the magnifier, which will display a list of the products that you have categorized as New in the Product Storefront Settings. You choose the product you want and click on the + sign to add in the list below. You can re-arrange the products by the arrows on the right. Page 30 of 75

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32 Rebranding The rebranding tab contains all the options concerning the storefront appearance configuration, such as colors and fonts. General. In this section you can define basic settings for your Storefront appearance. Font Family. You can enter the fonts you want to use in your Storefront and their default Size. Default Font size / Font Color. You can define the size in which the font is displayed on your Storefront. Headers & Tab Color. You define the color of the current active tabs (for example on the product view page as you can see in the picture below, in which according to the settings in the picture above, the active tab color is orange) Inactive Tab Color. You define the color of the inactive tabs (the blue tabs in the picture below). Page 32 of 75

33 Default Text Box Background Color. The background color of the text boxes (like the username textbox in the Login page) on your Storefront. Modal pop up Background Color. You can define the color of the modal pop up in your Storefront. This color fills the screen when a page is loading. Login Page. Incudes the view of the Storefront Login Page. Background Color. The background color in the Login Page. Login Page Logo. The Logo displayed in the Login Page. When you click on the Click to Replace option, three options appear: You can upload an image, you can insert a URL or you may delete the image you have defined. Storefront Header. Includes the settings for the Header. Header Logo. The Logo displayed on the left top corner of your Storefront. When you click on the Click to Replace option, three options appear: You can upload an image, you can insert a URL or you may delete the image you have defined. Background Color. The Color of the Header of your Storefront. Font Color. The Font Color on the Header of your Storefront. Cart Indicator Color. The Color of the Cart Page 33 of 75

34 Footer. Includes settings for the Footer. Background Color. The Color of the Footer of your Storefront. Font Color. The Font Color on the Footer of your Storefront. Trade Mark Text: This text is displayed at left lower corner of the page User Custom Footer. Since this option is checked, you can modify the footer of your Storefront through the editor underneath. Horizontal Menu. Includes Settings for the main navigation menu. Page 34 of 75

35 Background Color. The color of the Background of the navigation menu on the top. Active Background Color. The color of the active option in the top navigation menu. Font Color. The font color of the top navigation menu options. Service Catalogue. The following options are not applicable to the new Storefront. Price Color. Group Header Background Color. Group Header Border Color. Group Header Font Color. Service Characteristics Category Background Color. Service Characteristics Category Active Background Color. Service Characteristics Background Color. Service Characteristics Label Color. Service Characteristics Value Color. Promotions. Settings for the promotions displayed in Storefront. Special offer large image. Not applicable to the new Storefront. Special offer small image. Not applicable to the new Storefront. Promotional messaging color. The color in which the promotional messages will be displayed on your Storefront. Page 35 of 75

36 Buttons: The configuration applies only to the Product view page buttons on the new Storefront. Background Color. The color of the buttons. Font Color. The color of the text in the buttons. Border Color. The color of the borders of the buttons. Terms of Use. In this section you can define the terms of use for your Storefront. On the left side of the footer there is displayed a Terms of Use link (as it is shown in the picture below) which opens a new window with the terms of use as you define them in the editor. Page 36 of 75

37 Storefront Banners On this page you can add banners to your Storefront, by upload and editing them in each editor. So, you can add the following banners: Home Page Banner. It is the banner displayed on Home Page, underneath the navigation menu on the top (in the image below you can see the editor in which you can add and modify the Home page Banner). Apps & Services Banner. It is the banner displayed on the Apps & Services Page, under the navigation menu on the top. Offers Category Banner. It is displayed on the Offers Category page. If no banner has been added, the banner you have added for the Apps & Services Page will be also displayed on this page. New Products Category Banner. It is displayed on the New Products Category page. If no banner has been added, the banner you have added for the Apps & Services Page will be also displayed on this page. On the same page, you can enter a custom CSS, which you can use in Storefront Rebranding for your storefront configuration. Moreover, you can enable the Contact us link, which will be displayed on the Storefront footer and is a link to the Contact us page. You define the information displayed in the Contact us page in the editor of this section. Page 37 of 75

38 After completing the form, the visitor must check the I accept the Terms of Use checkbox and click the Register button. By clicking the Register button, the visitor is logged in automatically to your Storefront, and an appropriate Account is created in BSS. The Account name is the Company name the visitor had entered in the above form. A Contact is also created, using the First Name and Last Name, the user had entered. This Contact has access to Storefront with the username and password he had entered in the above form. You can see the created Account and Contact in BSS, by going to the appropriate modules. Note: A user from your BSS must be responsible for the Account and Contact that will be automatically created after the registration of a visitor. In order to register an Account, you should create the appropriate permission rules and select the appropriate access rules for API usage. You can do so by first creating permission rules. Go to Setup > Administration > Personal Setup > Permission Rules and create an appropriate permission rule (see paragraph Permission Rules for more details). After creating an appropriate permission rule, you should go to Setup >Administration >System Options >Storefront Configuration > Automation Options > Use of API options, and enter the name of the Responsible User and the permission rules for the related modules (Accounts, Contacts, Invoices, Orders, Subscriptions) and click on the + button. Without following the two steps mentioned in this paragraph the visitor will not be able to register an Account and he will receive one of the following messages: Invalid API options for Accounts or Invalid API options for Contacts. Page 38 of 75

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40 8. For Storefront Users The following information will help you to become familiar with the basic functions of the Storefront and how end customers can place orders over the Internet. Submit an order For B2C (Business to end Customer) The customer selects a product he wants to purchase from the Product Catalogue (Home Page or Apps & Services) Click Add to Basket at any product on the Storefront home page or from the Apps & Services page. A purchased order in Storefront can be instantly seen in the BSS platform of your company without having to register it manually. This could be a one-off purchase or it could be a recurring subscription. The same process applies if the customer wants to place an Add-On to a Subscription or to upgrade or downgrade to another plan. Page 40 of 75

41 Billing Page Through billing page you can check all your Account Balance, your invoices, and your subscriptions You can access individual invoices, outstanding or overdue invoices Subscriptions (active cancelled or suspended) Click on any individual invoice in order to check all the invoice s details from that particular invoice as well as the items details that are included. View invoices list Page 41 of 75

42 Automated Ordering and Billing Process Storefront Registration A customer is able to browse the product catalogue of an e-shop (Storefront) without being a user of the site. As long as the customer adds something to the basket, the system provides redirection to the web page for either log in or register. If the customer is an existing user then there is the possibility to log in by using his/her credentials or register in order to get new ones. By selecting Resister customer is redirected to the web so as to fill in his/her registration details. On completing the registration customer is automatically logged in to Storefront so as to complete the transaction by buying the product added previously in the basket or add additional products and then check out from basket. On completion of registration the following actions occur in the system: a) A new account has been created in BSS for that customer. The account is set up with the Enable Ordering section activated, so as to be capable of billing. b) A new contact has been created, containing the customer s information such as address, e.t.c. and it is related to the account above. The account is also created to have Storefront access and is marked as Bill to Contact. Checking out from Storefront Basket BSS Prerequisites In order the automation procedure to run smoothly, some prerequisite actions must be performed in BSS by the administrator of the system. In BSS > Setup > Administration > System Options > Payment Gateways, a payment gateway must be set up in order transactions to take place e.g. Pay Pal Standard. In BSS >Setup > Administration> System Options> Payment Methods, the payment gateway previously set must be defined as payment method for the system of type Credit Card and be activated. In this section a default payment method can be set and by selecting Apply Default Payment Method to Accounts without Payment Method check box, the default payment method will be set to all accounts without payment method. By editing an Account in the section Enable Ordering, at the Payment Method, the payment method for this account can be defined. Once a default payment method has been set as described above, every newly created account will inherit this kind of payment method. In the account, in the Enable Ordering section, the Auto Invoice Notification check box should be set also, so as Storefront s customers to receive a notification that includes the invoice of the transaction. This can also be configured for all the accounts from BSS > Setup > Administration > System Options > Organization Settings > Auto Invoice Notification check box. Page 42 of 75

43 In BSS > Setup > Administration > Print-out Templates > Invoice Template, a correct invoice template should be set, containing a link for the selected payment method, in order when the Storefront s customer receives the notification containing the invoice, by selecting the link to be redirected to the web page for completing the payment. Describing the checkout procedure in Storefront After registration the Storefront customer is able to complete his/her transactions by checking out from the basket. As long as the customer has placed a product in the basket a draft order is being created. This draft order represents the basket itself and can be visible in the account, at Sales section, in orders tab, having the status Draft. No invoice is produced for that order until it is executed, meaning that the check-out takes place and the Order is placed in Storefront. Once the Order is placed is Storefront, by selecting Place your Order option (Step 2: Order Review), the customer is lead to Step 3: Payment, where there is link according to payment method, e.g. if it is Pay Pal, a link to Pay Pal, so by selecting it the customer is redirected to the web page of Pay Pal in order to complete the transaction. If the customer completes the payment, in Step 4: Confirmation, the invoice and the subscription (if the product is for recurring-charge) are created. According to what short of notification have been configured in BSS > Setup > Administration> Notifications > Customer Notification for the invoices, the end customer will receive an containing the information of his/her transaction and the invoice itself. In case the customer doesn t continue with payment procedure e.g. closes the Pay Pal web site, the order that was created before contains a button for adding a payment so the customer could in any time complete the transaction by selecting it. In the Order a yellow label appears stating that the Order is Awaiting Payment. In BSS the order Awaiting Payment is also shown containing also a link to an Invoice that is characterized as Proforma Invoice. Proforma Invoice has not been issued yet, therefore it is not visible in Storefront and will be characterized as such until the payment is completed. Page 43 of 75

44 Automated Subscription creation and renewal On the completion of the transaction and after the payment has taken place, a subscription will be created for the product, as long as it is for recurring charge. Else for One Time Charge products only the invoices will be produced. The subscription created from a recurring charged product would have two billing options: a) On Subscription Start, so as the invoices would be issued at the moment the subscription is created, b) On Subscription End, so as the invoices would be issued by the end of the Subscription. Subscriptions are set to be renewed automatically, the relevant flag is set by the system itself, unless otherwise changed by the system s administrator. By the end of the subscription period, the subscription will be renewed automatically. An invoice for the new period would be issued. It would be generated according to the billing option set in the subscription. In order the customer to be notified for the new invoice, created for the new subscription period, in BSS > Setup > Administration> Notifications > Notification Plans a Notification Plan must be set so as to notify the customers and send them the unpaid invoices, that also should contain a link to proceed with e.g. Pay Pal transaction. In any case the invoice has been generated and it is possible for a user to log in to Storefront, find the relevant invoice by its identification number and conclude the payment, since in the invoice there should be present an add payment option. Automated suspension and cancellation of the subscriptions As long as the subscription is being paid from the customer, it would be renewed and the relevant invoices would be issued. On the other hand there are cases that a customer doesn t wishes to continue using the subscription. In cases like that customer has the option to request the cancelation of the subscription by himself/herself through Storefront, by selecting the relevant subscription and selecting the Request Cancellation option. In BSS the subscription is also cancelled by this request. In situations that the customer is not too much consistent on his/her payments, system provides the possibility to automatically suspend or even cancelling the subscription. This can be done if the proper notification plans are set in BSS > Setup > Administration> Notifications > Notification Plans. In such cases the customer will receive the relevant notification, concerning the suspension or cancellation of the subscription after the number of days set according to the due dates of the invoices. A subscription can be unsuspended accordingly when the invoice is paid. For cancelled subscriptions there is no possibility for reactivation. 9. Page 44 of 75

45 PART 2 Beyond the Basics 10. Price Lists Create price lists for promotions or for setting special prices per customer. Use the Price list to define product prices. A price list can be associated with more than one Account. Any Account can be associated with more than one Price List. Click on Billing > Price List to view Price List s home page To create a Price List choose one of the following steps -Click Add from Price List Home Page -Click New Price List from Quick Create menu If you wish to attach your products into a price list you must do the following: Go to Product s tab Page and click Quick Add > Product. Search and display the products you want to be included in you Price List and click Insert to Selected. Use the command Same Pricing Rule for setting the same price rule for all your products Use the command Different Price Rule in order to set different prices for each product. To assign a Price List to any Account go to Account s detailed page and click Price List > Assign from the shortcut menu. Page 45 of 75

46 11. Contracts / Sales Terms / Rebates The contracts are used to define discounts and special prices for a customer. Moreover, you can use this module for rebating the customer based on his invoiced items. In Contrast with Price Lists, one Contract can be assigned only with one Account. For example, you can make a contract for a customer with a Sales Term so as at the end of the Month to make a discount based on Invoice amount. You can choose when you want the Sales Term to be executed (Every Month/ Quarter / Year) and if you want it for a particular product or for all the invoiced items for this customer. Use contracts to rebate your resellers or your customer based on the turnover they have. Contracts Home Page List View: Displays contracts on a list using predefined fields such as Contract No, Description, Account, Start Date, Period, End Date and Status. Create a Contract From "Quick-create" menu select "New Contract" or Click "Add" from Contract home page. The New Contract screen will appear. Enter Contract's information. Click "Save" when you are finished or "Save and New" to create a new Contract or "Cancel" to cancel the creation. Contracts Sales Terms You have the option to define sales terms for every contract you create. Click from the shortcuts menu the option "Add Sales Term" and define their parameters such as a) which invoice items will be used for applying the sales term b) the items that sales terms will be applied (all invoice items or items of the specific Products) c) when the system will execute the term( Every Month/ Every Quarter / Every Year). d) tiers appliance ( apply in continuous mode or scale mode). Notes: The sales terms will be executed from the Billing Service. A sales term is always executed the last day of the term period (e.g. the last day of the calendar month / quarter etc.) regardless customer s billing day. The service will collect all the valid invoices that are derived from the Applies To field. The service will get both debit and credit invoices but it will exclude the credit Invoices that may have been created for rebate. If the contract is not related with a price list, you can only create a sales term for "All invoice items". The periods are calendar periods and the beginning of the economic year is set to the Setup > System Options > Organization Profile. You can add a new tier only if you have values to all the fields of the previous tier. The rebates will be executed only if the contract is active. You can have 2 or more sales terms of the same type for the same contract but with the following limitation: Either the Applies To or the For must be different. You can have 2 rebate terms for all invoices but for different periods (one monthly and one yearly) You can have 2 monthly rebates for different set of invoice items (e.g. the first is for the SaaS products and the second for the IaaS products) You cannot have 2 monthly rebates for all invoices. A contract can be renewed either automatically or if you select it from the shortcuts menu. Page 46 of 75

47 12. Sales Module Opportunity is essentially a pending offer that potentially can lead to an order. Custom fields help you identify and chase that opportunity in the most efficient manner. Click on Sales > Opportunities to view opportunities page. Use the filters to display different view lists like any other pages. Create an opportunity Click Add on Opportunities Home Page or, Click on New Opportunity on Quick create menu, or Click on New Opportunity from the shortcut menu on Account s or Contact Detailed page. Page 47 of 75

48 Create an offer Opportunity can be turned into an offer in which you can add the products you want. When you are in an Opportunity or an Offer page, from the left side menu (Shortcuts) you can convert an existed Opportunity into an Offer or an Order and an Offer into and Order. You can always create an offer from quick create menu or from Offer s Home Page or through case detailed view page. Page 48 of 75

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50 13. Support Management What is a Case The Support Module organizes and coordinates your support department. It offers a complete solution for the efficient management of cases (trouble tickets and complaints) submitted by the customers through the customer support portal. Also, all the communication with the customer (send / receive s and faxes, files exchange) is recorded and displayed in case view page. Create a Case To create a Case you should have the appropriate privileges and the module Support>Case should be available according to your type of user license. From "Quick Create" menu select "New Case" or Click "New" from Cases home page. From a shortcut list click of any of the following object Account, Contact, Offer, Order, Contract, click Cases > New Case. From the case section of any detailed view page click New. This section is displayed when there is at least one case related with an object on a detailed view page under the basic information. The New Case screen will appear. Enter the details of the case. Page 50 of 75

51 Many different fields are available, and help you describe in detail the case you are opening. For example you can assign the name of the technician who will be responsible for the case, the reason of the case, the priority etc. You may also declare your own fields, based on your business needs, simply by creating appropriate custom fields. The case can be related to an Account, Contact or Subscription Click "Save" when you are finished or "Save and New" to create a new case. Storefront users can create cases from Storefront pages and keep tracking on any changes. Page 51 of 75

52 14. Marketing Module Manage Campaign and Leads The Marketing Module empowers customer to centrally manage multichannel campaigns, maximize campaigns effectiveness and optimize lead management. You can track leads through each stage of the lead management process from lead qualification to closed revenue. What is a Campaign and a Lead? You can add a list of companies as your potential customers for a specific Campaign You can copy an existing campaign or create a new one from scratch. Define tasks and marketing material for the entire campaign life cycle and schedule campaign activities to be performed immediately or at specific times in the future. Members of your new Campaigns can be existed Contacts or Leads. You can also keep track of their responses using Member Status option. Convert a lead / customer / opportunity You can convert an initial lead into a new Account and create an opportunity for a potential sale using Convert from Shortcuts menu. Page 52 of 75

53 15. Promotions With promotions you can apply discount rules for specific products. We support the following promotion types: One Time Discounts Recurring Discounts Limited Recurring Discounts (e.g. First two months free) Monetary Discounts (e.g. 5 Off) Percentage Discounts (e.g. 20% Off) For each promotion you can define: Promotion Start and End Date. You set when the promotion stars and when it will end. During this period, the promotion is active and it will be applied to all orders placed in Cloud Platform. To which products it applies. Define the set of the products the promotion applies. You can define not only primary products but also add-on products To which billing cycles it applies. Because a product can have more than one available billing cycles (e.g. monthly / quarterly etc.) you must define for which billing cycles the promotion is valid. Its discount type.we support the following types: Percentage. Discount by a percentage of the original price Fixed Amount. Discount a specific amount from the original price. If this type has been selected, then only one billing cycle can be selected Customers Restriction.Restrict promotion only to new customers or all customers. Promotion lifetime. For setting up promotion lifetime, there will be the following options: Apply only once for the first subscription billing period Apply for a limited number of billing periods (e.g. the first two months) Apply always. The promotion discount rule will apply during all subscription lifetime Pre-requisites products. You set pre-requisites products for a promotion when you want to offer buy X get Y half price promotions. By setting products as pre-requisites, it is possible to stipulate which products the customer must have before the discount will be applied. Promotions Presentation in Storefront When a customer logs in Storefront, the system will automatically enable the promotions that the customer can use. Depending on promotion type, the following tags will be displayed. In products catalogue, for products under promotions, a tag special promotion will be added and the promotion marketing message will be displayed. For promos that change the original prices, the original price will be strikethrough and the new price will be displayed along with the applied discount. Page 53 of 75

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55 16. Payments Interworks Cloud Platform, allows you to manage payments in a fully automated way. That means that your customers will be able to buy and pay for their services using a Payment Gateway (PayPal Pro, PayPal Standard and Authorize), and you will be able to manage their invoices or get reports for the paid, unpaid or even pending payments that you have. The only thing that you have to do is to setup correctly the Payment Procedure based on your Company s needs following the following steps. Step 1: PCI Compliance First of all, you will have to decide if your Organization is compatible with the PCI Data Security Standard. If you choose to be compatible with the PCI Standard - Payment Card Industry Data Security Standard (PCI DSS) that means that you will be able to store credit card details in your installation. To do that, you should go to the /Administration area of your installation and check the checkbox shown in the image below. Note that this is not an obligatory option. You may choose not to be PCI Compliant, but you will continue to be able to manage the payments of your business. This option only matters regarding which Payment Gateways you will be able to activate, as we will discuss in the following paragraph. Step 2: Payment Gateways In this step, you will have to decide which Payment Gateways you want to activate based on your Company s needs. We currently support 3 types of Payment Gateways: PayPal Pro: In order to activate PayPal Pro your installation should be PCI Compliant PayPal Standard: you may activate this Gateway despite PCI Compliance Paymill: Secret Live key and Public Live key should be in order to enable Paymill gateway Authorize.NET: o PCI Compliant installations can use Authorize.NET and may save credit cards info o non- PCI Compliant installations can also use Authorize.NET but they cannot save credit card info In order to setup the Payment Gateways that you need, you should go to Setup > Administration > System Options > Payment Gateways. Page 55 of 75

56 You can click the Add button in order to activate a new Payment Gateway. You can click on the Deactivate button in order to deactivate one of the existing Payment Gateways. In the above screen the Organization is not PCI Compliant so PayPal Standard can be activated. After clicking the Add button, you can choose which Payment Gateway you want to activate from the drop down list Gateways. After selecting a Payment Gateway, a list with the steps you have to follow for setting up the Gateway appears on your right as shown in the next screen. Page 56 of 75

57 In the case of Authorize.NET, note that there is a checkbox named Enable Customer Information Manager (CIM) which is only available if the Organization is PCI Compliant. Otherwise, this checkbox is disabled. After completing this step you should have activated the Payment Gateways that you want your Customers to use in order to pay for the services/products they buy. Step 3: Connection with Payment Methods After setting up the Payment Gateways, you have to connect these Payment Gateways with a Payment Method that a Customer will use. Every Account in BSS has a field named Payment Method and shows you the Payment Method that this Account will use in order to pay for your products/services. To setup the Payment Methods that the Customers will use, you should go to Setup > Administration > System Options > Payment Methods. Page 57 of 75

58 As you can see in the above screen, when selecting as Type Credit Card a drop down list appears in Payment Gateway column, containing the Payment Gateways you have activated in the previous step. When selecting a Payment Gateway to be the Default Payment Method of your Organization, that means that every time a Storefront user is registered from Storefront, the Account that will be created for him will have as Payment Method, the default Payment Method you have selected. Step 4: Assign a Payment Method to an Account After completing the Payment Methods that you need, you can see that when adding a new Account, in the field Payment Method the Payment Methods you have created, are shown in a drop down list. Note that a field named Auto Invoice Notification appears under the Payment Method field. Checking this checkbox means that, every time an invoice is created, an -notification will be sent to your customer with Invoice s details and the option to pay for the generated invoice. In case of PayPal Standard, a button named Pay with PayPal will appear, and when the customer clicks on this button, he will be redirected to PayPal in order to pay. Page 58 of 75

59 In case of Authorize.NET the customer will have the option to complete his credit card details in order to pay for the generated invoice In case of PayPal Pro, the system will automatically charge Customer s credit card. Step 5: Adding Credit Cards to Accounts Note: You should follow this step, only when the Payment Method your Account is using is connected to Payment Gateway that requires credit card details (Authorize.NET, PayPal Pro). PayPal Standard does not require the usage of credit cards. You can add a credit card to an Account simply by using shortcuts from Account s detailed view page. In case more than one Payment Gateways require the usage of credit cards, a checkbox for selecting the appropriate Payment Gateway appears in the Credit Card Details form, after clicking the Credit card details button from shortcuts. Page 59 of 75

60 Note: when CIM flag is checked (see Step 2) the checkbox will not appear, as credit card details will be saved in BSS s database. In this form you should complete all the necessary information about the card holder. Note that Address details, phone, fax and are completed automatically from Account s details. Priority field is used in cases where the Account has more than one active credit card. In this case, the card with the highest priority will be used for Automatic payments. Note that 1 represents the highest priority. In case a credit card has expired, an appropriate message will appear in credit card s details and the card will automatically become de-activated. De-activated credit cards will appear with a grey color in the section credit cards. Page 60 of 75

61 Step 6: Customer Payments After completing the above described steps your Customers will be able to buy and pay for the products/services they have purchased. Note that the Customer can pay the invoices generated for him from Storefront during the basket checkout process, or he can manually add a payment to an unpaid invoice simply by logging in to Storefront and opening the unpaid invoice. Unpaid invoices can be found in My Invoices page, using the Unpaid Invoices view filter. Handling Payments from BSS If for any reason, a payment fails or you want to add some payments that were not made with credit cards, you can manually handle the situation from BSS. First of all you can see details-logs for the Payments made by your Customers from Setup area. Justo go to Setup > Administration > System Options > Payment Transaction Logs. From here you can see the date of the Payment, the Status and the Customer, the Amount and the Invoice and the gateway for the payment and finally a message regarding the payment (eg reason why a payment failed, etc) Page 61 of 75

62 You may also handle payments from Account s detailed view page in section Payments. This section will only appear when a Customer has already made some payments, even if they are not successful. A payment has three possible Statuses: Successful Pending Failed A successful payment is shown with a green bullet on status column, where pending and failed payments are shown with orange and red bullets respectively. You may change the status of a pending payment, but you cannot change the status of a successful or failed payment. To change the status you can click on the orange bullet in the Status column and select another status from the drop down list. You can also manually Add Payments for your Customers by clicking in the Add Payment button in section Payments or using shortcuts menu on your left. After clicking on Add Payment a form as shown in the image below appears. Page 62 of 75

63 In this form you can complete all the necessary information about the payment you are adding. You may choose from the drop down list Invoices the number of the Invoice that you are adding the payment for. Page 63 of 75

64 17. Manage your Reseller Interworks Cloud Platform BSS supports ordering procedure with company s Network. You are able to create a network of your resellers. When you create a reseller a new organization will be created for the reseller. The system will automatically create a new organization using Parent s functionalities and customization. Parent Account s product selling prices will be converted to Reseller s cost price. The next step for the Reseller to do is to determine his product s selling prices depending on his commercial policy. Interworks Cloud Platform is giving you the option to manage the subscriptions of your Reseller s and the subscriptions of their Customers as well. In case you have an Account in BSS (which is also created as a Reseller in Network) that is synchronized with CPSM, you can choose to collect data from CPSM, for your Reseller s customer. To be able to do so, you should declare in Setup for which services (Product Types - Products) you want data to be collected. You can do that, be going to Setup > System Options > Applications Setup > CloudPortal settings and enable the option to provide usage analysis to your Resellers, as shown in the following screen. Page 64 of 75

65 By enabling this option the service that runs every day and collects the usage data from CPSM, it will also check if new customers have been added underneath resellers and what services have been provisioned to them. The default option is No. If you select Yes then you will be asked to specify for which of the services that have been provisioned to reseller s new customers, you want usage data to be collected. After enabling this option, a new table appears, containing two columns. Using this table, you can select a service and a PPU product for charging the usage data of this service In column Service you can see for each of the Services that you have provisioned in CPSM a corresponding System product type in a drop down list. In column PPU product you choose the name of the Product that is having the selected Product type from the first column. After enabling the above option, the service that runs every night and gets the usage data will do the following: - For new customers that have been added underneath your CPSM Reseller (and also BSS Reseller), new Accounts and new Contacts should be created in BSS with the appropriate entries - For each new reseller created in CPSM, two new PPU subscriptions should be created for services that have been declared with appropriate Product Types in Setup (as shown in the screen above). In the case of Resellers two subscriptions should be created, one for subscriptions for direct usage and one for subscriptions for reselling: a. Subscriptions for direct usage: a new PPU subscription should be created that in the field usage will have the value Personal Usage. b. Subscriptions for reselling: for this kind of subscriptions, the system will check if some of the services defined in setup have been enabled in reseller service in CPSM. In such case, a new subscription will be created, with the field usage = for reselling. For existing customers, if a new service provisioned in CPSM and this service corresponds to one of the product types defined in setup and there isn t already a PPU subscription in BSS, then a new subscription will also be created. Page 65 of 75

66 Working With Resellers Use the following options if your business model includes the procedures for billing to an account other accounts that are assigned to the parent account as customers. Create Parent Account In BSS > Office > Accounts > Select Add and add a new account. The compulsory fields marked with the asterisk (*) must be completed. Also the account should have set the check box Enable Ordering and the relevant compulsory fields for this section should be completed. The radio button Set account ordering options is set in this case. In BSS > Network > Resellers > Click Add in order to add a new reseller. In the Account* option select and insert the previously created account. Also in the Pricelist* field select a pricelist and insert. In case that no pricelist exists in BSS > Billing > Pricelists > select Add to add pricelist, fill in the Name* compulsory field, select Active check box and click Save. The creation of the reseller, having denoted in the account field the parent account, may take 2-3 minutes. Keep in mind that the account created in the Office module can be synchronized to a provisioning platform. Create Customers to Parent Account in BSS Customers can be assigned to parent account, so as to preform purchases and effectively charge these to the parent account. In order an account to be set as customer to another account, in BSS > Office > Accounts > Select Add and add a new account. The account should have set the check box Enable Ordering, and in this section the radio button Define a 'Bill To' account should be selected. In the Bill To Account * field select and set the previously created account (parent account). Select option Separate invoices, when there is the need to generate separate invoices to the accounts. Following the above steps more than one customer can be assigned to the parent account as long as all these accounts are billed to parent account. In the parent account a new section is created with the title Customers that lists all the customers assigned to the parent account. Page 66 of 75

67 Outcome and Results When a new order is executed in BSS or a new subscription is created and in the Account field a customer account is entered, then the invoices are presented in the parent account as pending invoices and of course they can be generated so as the parent account would be billed for its customers. This happens when not selected the option Separate invoices, otherwise separate invoices are produced for the different customers. All these invoices can be combined in a single invoice, if during the generation process the relevant invoices, to be combined, are checked and added in the common invoice. Storefront procedure In Storefront there is access to the contact that is created to the parent account. In order to this one should access the view page of the parent account and from Shortcuts menu should select to add a new Storefront user. By completing all the compulsory fields the user should gain Storefront access. In Storefront and from product catalogue, a product can be selected and added to the basket. As soon as this is done there are three options appearing in Step 2: End Customer. a) Select Yes, for an existing customer option. In this case there is field called Customer* and a drop down menu appears containing all the customers assigned to the parent account. By selecting one and continuing the steps an order will be executed for that customer and invoice will be produced billing the parent account. b) Select Yes, for a new customer option. In this case none of the previous customers is desirable for selection so the system provides the possibility to create a new customer and assigned it to the parent account. By completing the relevant fields and clicking on next, the procedure continues and the order is placed in the name of the new customer but billed to the parent customer. c) Select No, I don't want. in order the order to be placed for the parent account. Display analysis per end customer in reseller invoice Until now, the only way to give to your reseller the charges per end customer was to generate a separate invoice per end customer. If you had setup the system to generate a total invoice for the reseller then this invoice included only the aggregated charges. There is also analysis per end customer in reseller s total invoice. If an invoice includes charges that are coming from end customers subscriptions, a new tab called Invoice Details is displayed in the invoice view page. This tab displays an analysis per end customer. All end customer charges are grouped together and their total is also displayed. The user has the option to search the charges for a specific end customer and to export these charges to an excel file. This analysis per end-customer can also be displayed in invoice print-out. The tab Invoice Items now displays the aggregated lines. If for example there are 2 customers that bought each 5 mailboxes the same day, in the Invoice Items tab there will be an aggregated line with quantity 10. Page 67 of 75

68 18. Create a Pay-per-use (PPU) product Pay-per-use products accommodate the need of customers to have access to potentially unlimited resources but only pay for what they actually use. Pay per use products are handled by the system as recurring products, meaning that a subscription is assigned to them upon ordering, and thereafter the additional ordered resources are monitored and tracked in the subscription. Either from billing menu select products and in Products List select "Add" or by selecting "Quick create" menu select New Product". The New Product screen will appear. Enter Products compulsory information marked with an asterisk. In the "Charge Type" field select the drop-down menu and "Recurring charge - Pay-per-use" in order to define the product as payper-use. A Pay-per-use product has an extra option in order to define its role. In the field "Usage Charge Rule" there are two options: a) Charge for partial billing period, meaning that the product will be charged according to the dates that apply in the subscription, b) Charge the whole billing period, meaning that product will be charged for its whole value for the dates that apply for the subscription. Note: A Pay-per-use product cannot be defined as a Trial or as Add- on product. Usage Charges There are two types of resources that can be defined for a Pay-per-use product. These are named as allocated and metered resources. a) Metered Resources. These are resources that are calculated and invoiced for one billing period and then for the next billing period measurement starts from the beginning. Such a resource is e.g. the bandwidth of a web site. In order to charge the bandwidth that has been consumed by a web site, there is the need to measure the total bandwidth that is consumed in a given period and perform the relative charges. For the next billing cycle bandwidth should be re-measured. b) Allocated Resources (e.g. add-ons). These are resources that are used when a customer will be billed each billing cycle until the resource is cancelled by the customer. Such a resource is e.g. the CPU cores of a Cloud Server. If e.g. a usage file inserted to the system defines that a client has added a CPU core in a virtual machine, then this resource should be added as an add-on on the subscription of the virtual machine and should be charged on the following month too. In the view page of the product one can find in the field "Pricing" the tab "Usage Charges" that contains the action "Edit Usage Charges" in order to specify which resources could be charged based on usage. Displays a pop-up with the following: Resource. Is a list of all the product characteristics that relate to the resources. Page 68 of 75

69 Usage Type. As mentioned above there are two kinds of resources: the allocated and metered resources. This parameter specifies what type is the resource. The drop-down menu contains two options: a) Metered and b) Allocation. Add-on for charge. The use of resources will be billed through add-ons. So for each resource that it is charged based on usage, there is the need to define based upon which add-on charges will take place. All the add-ons of the PPU product that have been set with a value for the selected product characteristic will be displayed. Charge Rule. This field is meaningful only for usage type = allocation. For metered resources does not make sense because the quantity of the resource in multiplied by the unit price. For metered resources becomes disabled. The values set in this field corresponds to the field "Usage Charge Rule" as in the PPU product. Important: You cannot select twice the same resource. PPU product in a n offer / order A PPU product can be inserted in an offer or an order so as at the end a subscription to be created. Click "Sales > Offers" or "Sales > Orders" depending on what needs to be created and in the field "Products" in Offer/Order select a PPU product. After completing all the compulsory fields of the Offer/Order, click on the cross sign in order to insert the PPU product to the Offer/Order. After inserting the PPU product, a green line will appear under the product name denoting that: "This product is billed based on usage" and there would be no quantity. Click the cross sign once more in order the product to be inserted. By saving the Offer/Order the PPU product will be added to the Product tab of the Offer/Order. The Offer can be then concerted to Order and the Order to be executed so as a subscription would be created. Execute an order with PPU product Note that in the product s tab of the order the PPU product will be marked with the flag "Bill on Subscription End Date". This will denoted by an arrow pointing on the right, next to products name. This is done because PPU products are always charged by the end of the subscription. The quantity of the PPU product would be zero in the order since the PPU cannot be charged before it is being used thus in a retrospective way. Page 69 of 75

70 Selecting to "Execute Order" from the Shortcuts menu the order would be executed thus creating the relevant subscription. Create a subscription with PPU products You can create a subscription for a PPU either through an Order or by creating a new subscription from section "Billing > Subscriptions" and selecting the relative PPU product. A subscription for a PPU product will be characterized it by a distinctive green line on top denoting that "This subscription is billed based on usage". The Quantity of the subscription starts with a zero value and only after it holds a value, usage data for the resources can be inserted. In the Edit of the subscription the field "Billing Option" states "On Subscription End" and cannot be changed. This is so because the subscription would be invoices at the end of the billing cycle. In the subscription, after usage data have been inserted, there would be three tabs in a section called "Add-on": a) Tab "Pay-per-use Data": In this tab will be shown all changes made to the quantity of the subscription including also the following information Date. The date the change was made to quantity. For imported usage record it is the Start Date of that record. For manually changed, is the date that the change took place. Source Type. Three possible values: If the record produced via file, will have the icon If the record produced via API, will have the icon and a link to the corresponding usage data object and a link to the corresponding usage data object. If changes made manually, will have the icon and name of the user. Quantity. Can be positive or negative presenting the change in the amount Subscription Quantity. H quantity of the subscription after application of usage record. b) Tab "Allocated Resources": In this tab the Usage records for allocated resources are displayed. As explained above, when the system receives a usage record for an allocated resource then adds an add-on to the subscription. For these usage records THERE is on action to edit but only delete. Add-ons were added either manually or through an order and it is the regularly inserted add-ons. Two additional columns have been added: Source Type. Three possible values: If the record produced via file, will have the icon and a link to the corresponding usage data object. If the record produced via API, will have the icon and a link to the corresponding usage data object. If the record came through an order, will have the icon and a link to the order. Should be blank if someone has added an add-on on the subscription Total. Representing the total value of the add-on. c) Tab "Metered Resources": In this tab will showed the usage records that are for metered resources. For each usage record the following information will be showed: Date. Start Date - End Date of the usage record Source Type: If the record produced via file, will have the icon and a link to the corresponding usage data object. If the record came via API, will have the icon and a link to the corresponding usage data object. Resource. Quantity. The quantity of metered resource. Unit. The Unit of the add-on that has been declared for the costs of this metered resource. Total. H total charge for this resource. Add usage data In order to be able to handle the imports of usage records, the entity "Usage Data" in the "Billing" module exists. Page 70 of 75

71 A usage data record will be created for each import that takes place via a file (usually Excel file) or through an API whenever running an import session (e.g. used in Cloud Portal). When selecting "Billing> Usage Data" for each record displays the following information: Submission Date. Is the timestamp when the Wizard ran to import or when was made the API call. This field is the "name" of usage data and will be the link to the usage data view page. NOTE: Because the import become asynchronous, although not yet completed will exist the record with status in progress but the submission date will not have a Link on view since is hasn t finished the import yet. Source Type. This field displays if the data entered via import of a file or entered via API. Source Name. This field will have a value if the source type is imported from file and gets the name of the excel file. It is link to open the file. Submitted By. If the record is from file import, the user who made the import. Log File. A link to the Log file of the imported file or API import session. Status. There are three possible states: Import in progress. In this case the import has not be completed yet. Completed successfully. Displayed in green and the case did not show any error during import Completed with error. Displayed in Red if errors are found. In the list there are also usage data such as filters in all objects. These columns are the default columns shown in all the filters. Page 71 of 75

72 Import Excel File The user can create an Excel file that contains the following columns: Account Code Subscription Recource Quantity Start Date End Date Then from module "Billing", can select "Usage Data" and "Import File". A wizard will appear guiding the user to match the columns of the Excel file to the relative fields: Account Code (mandatory). The account code that relates to the account that the usage record is inserted for. Subscription (mandatory). The name of the subscription for which the usage record is inserted. Resource (optional). The name of the product characteristic. This field is not mandatory. If there is no value then it means that the usage record is for pay-per-use charge of the selected subscription (increases subscription s quantity). Quantity (required). The quantity to be added / removed. Start Date (mandatory). The date on which the resource was consumed. In the case of metered resource is the date of the commencement of the period in which they were measured. End Date (optional). This is the only non-mandatory field. Makes sense only for metered resources because marks the end of the period in which they were measured. By running the wizard a result would be presented stating the status of the import. The import would have the status "Completed successfully" is successfully inserted or "Completed with error" if the record has not been inserted successfully. The user can the edit the record selecting the link of the Submission Date and perform the appropriate corrections. Import From API BSS is integrated with Cloud Portal in order to collect the appropriate resources daily, import them in BSS and create or update the appropriate subscriptions for the integrated customers. Modifications in Billing Service execution flow In this release the following modifications have been made in Billing Service execution flow: If the collection of the usage data of a specific organization fails, the service will continue with collecting the usage data for the rest organizations. If the collection of the usage data of a pay-per-use subscription fails, the service will continue collecting the usage data of the rest pay-per-use subscriptions and then will continue with the subscriptions renewals and invoices generation. When the service manages to get usage data for a previously failed pay-per-use subscription, it will gather the data recursively from the last successful date. These usage records will be related with the subscription s correspondent billing cycles. If for example the service couldn t get usage data from 25/07 until 3/08, the usage records for the period 25/07 31/07 will be related with the July billing cycle but the usage records from 01/08 03/08 will be related with the August billing cycle. Page 72 of 75

73 19. Business Intelligence Manage your reports Use Report to manage your data and get useful information for your organization such as Pending Sales, New Subscriptions, etc. Go to Reports >Report tab and select New Report. Follow the wizard steps and your report will be ready in a few minutes. This is an example of how you can create a report in order to display all year s orders. In the following images you can see: (1) the steps for creating a report and (2) the results of the generated report. Create a report Step 1 Select the Data type Select Order from the drop down menu Step 2 Report columns Select report s field (Account, Order Status, Total amount before VAT etc) Step 3 Reports Criteria Set the criteria of your report Step 4 Step 5 Select the graph type Report results Page 73 of 75

74 Page 74 of 75

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