Time Warner Cable Business Class Sales Agent Portal User Guide Methods & Procedures

Transcription

1 Time Warner Cable Business Class Sales Agent Portal User Guide Methods & Procedures *NOTE: This guide is meant to familiarize the user will Portal login, navigation and Agent prospecting process. 0

2 Table of Contents OVERVIEW How to Use this Playbook Terminology Time Warner Cable Sales Agent Portal Portal Login Portal Navigation Account Page Agent Prospect Process( Submit a New request) Tracking your Orders with the Search Tab..Portal Reports Site Survey Portal Reports Opportunity Details....Portal Repots Service Request Details Reports Tab 6..Service Location details Service Request Details Site Survey Details Opportunity Details 0 Cases Add Attachment

3 How to Use this Playbook Each page of this playbook contains step-by-step instructions and screen shots to help you perform specific tasks in Salesforce.com. Business Process: Defines the roles and responsibilities of each functional area or department for a particular process. We will use numbered steps to help you identify the sequence of events. Definitions Definitions of key terms will be included in the Playbook Sidebar. Important Very important notes will be accentuated by this red exclamation point icon. Be sure to pay attention to these! We will use call out boxes to bring attention to key portions of the screenshots. Hints & Tips Helpful hints and tips will be included where applicable to help you use Salesforce.com more efficiently. Page Element Tables Numbered Lists Call Outs Definition We will use Tables to help you learn lists of definitions of important terms. We will use numbered lists to help you identify the sequence of events. We will use call out boxes to draw attention to important elements of the screens. Definitions Signified by a blue dictionary these are important definitions that we will call out in the Playbook sidebar. Important Notes Signified by a red push pin these are important reminders to which you should pay attention! Hints & Tips Signified by a light bulb these are suggestions that will help you use Salesforce.com more efficiently. Screen Shots We will use screen shots to give you a realistic view of each concept.

4 Terminology Records are easily identified within the Portal. Each record, recent activity or search result is also identified by a specific icon. The following table defines some of the more frequently accessed types of records. Record Type Billing Account Service Location Service Request Site Survey Definition There are two types of Account records, the Billing Account, which houses information about customers and qualified prospects, and the Service Location, which details the locations being served. A Service Request is a request for service at a particular location., This order details the specific products requested within a product family. A Site Survey is an assessment of a location for a specific service. If required, these are created manually at the discretion of an AE during the Sales cycle.

5 Navigate to the Portal URL. How a user can log into the Portal Log into the portal by going to the following URL: 00D8AE Enter your User Name and Password and click Login. If you ve forgotten your password, click the Forgot your password link and enter your login name. You ll receive an with a temporary password. If you are a new user you will receive an with your user id and temporary password. Sample of e mail you will receive Dear Denise, Your National Sales Portal login and password information is below. Thank you, Time Warner Cable Business Class National Sales Customer Support Time Warner Cable Business Class is a trademark of Time Warner Inc. Used under license. 00 Time Warner Cable. All rights reserved. Login URL: D8AE Hints & Tips Forgot Password s are sometimes directed to your Spam folder in your local application. Username: denise.jackson@twcable.comnatl7 Password: UfEXZuh6

6 User profile settings and logout control. Portal Report Links will allow you to access your Site Surveys and Service Requests. Click on desired link to access Portal Home Page Navigation 6 7 Recent Items section will display the most recent Accounts, Service Locations or Site Survey records that have been accessed The Accounts page will display all of your Billing and Service Location account records Cases Tab allows you to submit and track a case.for complete step by step, instructions go to page 8 6 Search Tab allows you several different search options. 7 Reports Tab allows you run and export more detailed reports.

7 Portal Home Page Navigation Continued Submit new request button. Use this when submitting a new request for service. Open New Case Button. Use this button for a quick way to open a new case. Add Attachment button. Use this button when adding an attachment to an order or case that has already been submitted. 6

8 The Accounts page will display all of your Billing and Service Location account records Accounts Page The portal accounts page allows you to access your accounts This includes the Billing Account and Service Location records. The Accounts page can be viewed with several options. Billing Accounts New this week Recently viewed items Service locations Portal users cannot create accounts. The button is displayed and is part of the SFDC architecture. If the user clicks the New Account button it will launch the Submit New Serviceability Request process.

9 Prospect Serviceability Request To initiate a Serviceability Check on a Prospect record you will select the Submit New Request link from the Home Page. Click on submit new Request Button Type in service location address and click Submit. IF THE ADDRESS IS NOT FOUND, PRESS SEARCH AGAIN UNTIL ZIP CODE DISPLAYS. THEN SEARCH AGAIN. Update Unit/Floor as needed. Note: The Serviceability Code Integration will read On Net, Off Net or Near Net Click the Submit Request for This Location button. 8

10 Steps The fields with the vertical red bar are required and must be filled into complete the page. Prospect Serviceability Request Submission The Order Submission wizard will capture the information needed to process the Serviceability check request against the selected product families. Once you have populated all of the required data elements and submitted the request you will receive a Tracking number within a popup window. NOTE: The information provided in the Sub-Agent data element will be displayed in the Commission Report. Select the Product Ranges Available for Survey to be checked against for Serviceability. See next page for additional details. If you have a file to attach with your request, click the Choose button and select attachment Regional Channel Manager use drop down to add your RCM Click the Submit Request button. NOTE: The tracking number displayed refers to an internal Opportunity record number. 9

11 Click Select Product Ranges Available for Survey. Prospect Serviceability Request Submission Select Product Range for Survey The Order Submission wizard will capture the information needed to process the Serviceability check request against the selected product families. Once you have populated all of the required data elements and submitted the request you will receive a Tracking number within a popup window. NOTE: The information provided in the Sub-Agent data element will be displayed in the Commission Report. Select the Product Families to be checked against for Serviceability. Each product has an additional level of detail available t o select. Check the product most appropriate for your request. SELECT ONLY ONE PRODUCT PER FAMILY The selected products will be displayed. 0

12 Under the Search Tab, Click on the drop down and choose the option you want to search under. Options are: Service Location Ntl Business Name Service Location Ntl Sales End User ID Service Location Ntl Sales Location Primary Contact Service Location Shipping Street Service Location Shipping State Service Location Shipping City Service Location Shipping Postal Site Survey Number Service Request Number Case Number Opportunity Number (number provided when completing the Order Submission Wizard) Type in a Wild Card or Number and click on Search Tracking your Orders with the Search Tab Once your order is submitted, you can track and follow it using either the Search function or Reports. To search for an account or order, under the Search Tab, you have multiple values/criteria to choose from. Results will appear below.

13 Portal Reports Site Survey Reports The Portal will offer several reporting options to track Site Surveys, Service Requests, Opportunities and Service Locations. Navigate to the Home Page and under Portal Report Links, select the appropriate Site Survey link. A Report will appear with all of your Site Survey records and there listed status. It also includes any construction charges. If you would like to get more details, click on the Survey Number

14 Portal Reports Opportunities Reports The Portal will offer several reporting options to track Site Surveys, Service Requests, Opportunities and Service Locations. Navigate to the Home Page and under Portal Report Links, select the appropriate Opportunities link. A Report swill appear with all of your Opportunity records and listed status. By clicking on the Opportunity Name you will see all related details of your order. NOTE: The opportunity number is the same as the tracking number you received when entering an order.

15 Portal Reports -Service Requests Reports The Portal will offer several reporting options to track Site Surveys,Service Requests, Opportunities and Service Locations. Navigate to the Home Page and under Portal Report Links, select the appropriate Service Requests link. Report will appear with all of your Service Request records and there listed status. NOTE: There are Service Request reports. -Active displays those orders that have been completed. -Open lists those in process.

16 Navigate to the Home Page and click on the Reports Tab. Use Drop down to select folders. Portal Reports Tab Use the Reports Tab when looking for more detailed reports. All reports have a description as to what they are for. National Sales Portal Reports (New Reports) Portal Agent Reports (Agent Specific) Portal Archived Reports (Existing Customer Reports) Note: Additional Folders are for internal use only. Click on the name of the report to run it or click on the export button. Report is listed by name and includes a description Exported files can be viewed in Excel. You can also export once you have run the report.

17 Portal Service Location Detail Record Account Detail Page and related lists Account Detail section displays the basic information about the account. Service Location section displays current service locations. Service request will display if there have been any submitted. Site Survey section displays and existing Site Surveys. Notes and attachments section displays any notes or attachments that are associated to the account. Just click New Note or Attach File buttons to add the desired information. 6 6 New Case 6

18 Service request tracking displays basic information about the status of the order. Portal Service Requests Detail To view the Service Location Request detail, click on the service location off of the accounts tab Service Request Detail pages Service location Detail section displays the basic information about the Service Location. Current services are not available at this time Opportunity Product will display products ordered, rates and contract term. Equipment and Circuit are displayed 6 Notes and attachments section displays any notes or attachments that are associated to the account. Just click New Note or Attach File buttons to add the desired information. 6

19 Site Survey Tracking Information details basics of the site survey. Portal Site Survey Detail The objects created after submitting the Order will now be displayed under the account detail. Site Survey Detail page. The Construction section captures construction cost details. Customer Contact information Customer Address information Notes & Attachments section 8

20 NBCDJACKSO Steps Opportunity Service Location tracking Portal Opportunity Service Location Detail The objects created after submitting the Order will now be displayed under the account detail. Opportunity Service Location Detail page. Opportunity Service Location. Detail. Click on Service request to view full details. Opportunity Products. View Only once MSA is Closed One Service Requests. Click on SR to see full details Site Survey. Click on site survey number to see full details 6 Notes and attachments. Click on Notes to add a note. Click on attach file to attach any required documents. 6 9

21 Submit a Case Option - Navigate to the Cases tab. Cases allow for Portal Users to submit updates or inquiries to Opportunities, Site Surveys and Service Requests, as well as, report issues with the Portal application. Note: There are two ways that Cases can be opened. Option Directly from Cases tab, or Option From the Account in question. To create a new cases, select Create New Case button. Option Click on the Open New Case button in the middle of the Home page. Option From the record in question, select New Case. Hint & Tips: Cases can be opened from the account page off of the Service Location or from the Cases Tab. 0

22 To view your cases, select from the available options: My Closed Cases My Open Cases Recently Viewed Cases Reviewing Your Cases After Cases have been created, Users have the ability to check the status of their cases, as well as, provide comments. Hint & Tips: You can also look at your cases by accessing your Case related reports The appropriate view will be displayed. To see or provide updates on your case, select Case Number. Hint & Tips: You can update information on your Cases by adding Comments. This is the most effective way of communicating with the case owner.

23 Complete all fields with Red next to it. Subject should contain customer name and area of Portal (ex. Site Survey) that Case pertains to. Completing a Case Cases allow Portal users to A. Update existing orders with pertinent information originally omitted B. Reply to additional information requested by Time Warner Cable C. Follow up on the status of your orders. D. Report an issue with the Portal or suggest a future enhancement. E. Request a Move, Add, Change or Disconnect on an existing ACTIVE customer. F. Submit a Cancel order request. Select appropriate Case Reason: Account Administration Account Configuration Bug Change Billing Address Change Name Change Phone Number Disconnect Enhancement Request General Question Installation Move/Transfer Other (see description) Upgrade In the Description field, be sure to include all pertinent information about your request. When all information is completed, select Submit or. NOTES: A. Priority is defined as High, Medium or Low. B. If the case is opened from a customer related object, the Copy & Paste URL will auto-populate with the link to that related object. C. Submit & Add Attachment does not work in the Portal, attachments can only be added to the service locations. D. If you are opening a case for someone else, assign them in the On Behalf of User field.

24 Add a Attachment Click on Add Attachment button Add an attachment after your request has been submitted. Opportunity number is required to search. Type in the Opportunity number. Click on Search. Click on Add an Attachment.

25 Add a Attachment continued. Click on Choose File. Click on Attach File. Click on Done once file uploaded. Once uploaded, you will see the attachments at the bottom of the Opportunity page.