Product & Warranty
Region: AMS
Let's get Started!
Last Updated: 07 Nov 2024
Index
Index
Overview
Navigation
Overview
Case Navigation
Overview
Viewing a Case
Navigating to the Case Line Item
Compensation
Overview
When a case is assigned to an Account Manager, the Account Manager needs to log in to Salesforce Service Cloud to locate and review the case details, including customer information. The Account Manager is responsible for managing the case.
This document outlines the steps that the Account Manager should follow in handling the case, including:
- Case Navigation
- Viewing a Case
- Navigating to the Case Line Item
- Checking Information related to Tyre and Damage
- Managing Compensation
- Updating the case status
Navigation
As an Account Manager you will be notified through email that the case has been assigned to you.
To navigate to the case, log in to the Salesforce application.
If the homepage is not set to SA Sales, click the App Launcher.
Navigation
In the search bar, enter SA Sales.
From the results, click SA Sales.
Case Navigation
The SA Sales homepage is displayed.
In the header, click the Cases tab.
Case Navigation
If the Cases tab is not displayed in the header, click More.
Click Cases.
Case Navigation
The Cases page is displayed in a tabular form.
By default, the Recently Viewed cases are displayed.
Case Navigation
Click the Recently Viewed drop-down list.
Click My cases.
Navigating to the Case Record Page
The My cases list view is displayed.
The cases which are assigned to you will be displayed.
Click the desired Case Number hyperlink.
Note: The latest case is always displayed at the top of the list.
Navigating to Case Record Page
The Case Record page is displayed
Note: Make sure to review the case details thoroughly. Scroll down to view all sections.
Navigating to Case Line Item
In the Case Record page, under Case Line Items panel.
Click the Case Line Item hyperlink.
Case Line Item
The Case Line Item page is displayed.
Review and analyze all the details provided by the customer regarding the tyre and damage.
Expand or collapse the sections as needed.
Case Line Item
Click the dropdown menu in the top-header.
Click Edit.
Case Line Item
The Case Line Item details page is displayed in editable mode.
Predefined Parameter Details
Scroll down to Predefined Parameter Details section,
Based on the details provided by the customer regarding the damage, update the Predefined Parameter Details section.
Predefined Parameter Details
In the Macro CT field, click the relevant option from the list.
In the Manifestation Code field, click the dropdown arrow and click the relevant Manifestation Code.
In Additional CT Codes field, click the relevant option, you can select one or more CT Codes, as required.
Note: The fields marked (*) are mandatory.
Compensation
In Compensation Details section, the Compensation Amount is automatically calculated by Salesforce. It is displayed under Total Payment.
If you do not agree with the auto-generated compensation amount, you can modify the compensation value.
Note: The Total Payment is the sum of the Compensation Amount and the Concession Amount.
Compensation
To compensate the customer with the new value, enter the amount in the Concession Amount field.
Click Save.
Note: You can enter a negative value in the Concession Amount field, if needed.
Case Line Items
A success message is displayed.
Case Line Items
To review and verify the compensation details you have entered.
Click the Case Line Item number.
Case Line Items
The Case Line Item page is displayed.
Scroll down to the Predefined Parameter Details section and the Compensation Details section. Both of them are updated.
Updating the case status
Once you have updated the case details, you need to change the status of the case.
To change the status of the case, on the Information section.
Click Case hyperlink.
Updating the case status
The Case Record page is displayed.
Click In Progress.
Updating the case status
To make In Progress as the current status of the case.
Click Mark as Current Status.
Updating the case status
A success message is displayed.
Note: Changing the status of the case indicates that it has been processed, create a credit note for the customer, and manage the closure of the case.
Thank You!
Product & Warranty
Michelin team
Created on November 5, 2024
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Transcript
Product & Warranty
Region: AMS
Let's get Started!
Last Updated: 07 Nov 2024
Index
Index
Overview
Navigation
Overview
Case Navigation
Overview
Viewing a Case
Navigating to the Case Line Item
Compensation
Overview
When a case is assigned to an Account Manager, the Account Manager needs to log in to Salesforce Service Cloud to locate and review the case details, including customer information. The Account Manager is responsible for managing the case.
This document outlines the steps that the Account Manager should follow in handling the case, including:
Navigation
As an Account Manager you will be notified through email that the case has been assigned to you.
To navigate to the case, log in to the Salesforce application.
If the homepage is not set to SA Sales, click the App Launcher.
Navigation
In the search bar, enter SA Sales.
From the results, click SA Sales.
Case Navigation
The SA Sales homepage is displayed.
In the header, click the Cases tab.
Case Navigation
If the Cases tab is not displayed in the header, click More.
Click Cases.
Case Navigation
The Cases page is displayed in a tabular form.
By default, the Recently Viewed cases are displayed.
Case Navigation
Click the Recently Viewed drop-down list.
Click My cases.
Navigating to the Case Record Page
The My cases list view is displayed.
The cases which are assigned to you will be displayed.
Click the desired Case Number hyperlink.
Note: The latest case is always displayed at the top of the list.
Navigating to Case Record Page
The Case Record page is displayed
Note: Make sure to review the case details thoroughly. Scroll down to view all sections.
Navigating to Case Line Item
In the Case Record page, under Case Line Items panel.
Click the Case Line Item hyperlink.
Case Line Item
The Case Line Item page is displayed.
Review and analyze all the details provided by the customer regarding the tyre and damage.
Expand or collapse the sections as needed.
Case Line Item
Click the dropdown menu in the top-header.
Click Edit.
Case Line Item
The Case Line Item details page is displayed in editable mode.
Predefined Parameter Details
Scroll down to Predefined Parameter Details section,
Based on the details provided by the customer regarding the damage, update the Predefined Parameter Details section.
Predefined Parameter Details
In the Macro CT field, click the relevant option from the list.
In the Manifestation Code field, click the dropdown arrow and click the relevant Manifestation Code.
In Additional CT Codes field, click the relevant option, you can select one or more CT Codes, as required.
Note: The fields marked (*) are mandatory.
Compensation
In Compensation Details section, the Compensation Amount is automatically calculated by Salesforce. It is displayed under Total Payment.
If you do not agree with the auto-generated compensation amount, you can modify the compensation value.
Note: The Total Payment is the sum of the Compensation Amount and the Concession Amount.
Compensation
To compensate the customer with the new value, enter the amount in the Concession Amount field.
Click Save.
Note: You can enter a negative value in the Concession Amount field, if needed.
Case Line Items
A success message is displayed.
Case Line Items
To review and verify the compensation details you have entered.
Click the Case Line Item number.
Case Line Items
The Case Line Item page is displayed.
Scroll down to the Predefined Parameter Details section and the Compensation Details section. Both of them are updated.
Updating the case status
Once you have updated the case details, you need to change the status of the case.
To change the status of the case, on the Information section.
Click Case hyperlink.
Updating the case status
The Case Record page is displayed.
Click In Progress.
Updating the case status
To make In Progress as the current status of the case.
Click Mark as Current Status.
Updating the case status
A success message is displayed.
Note: Changing the status of the case indicates that it has been processed, create a credit note for the customer, and manage the closure of the case.
Thank You!