Pulling s ( cases) Dawn Archibold E-Support Lead ext

Where are the cases at? Under the global search bar, click the drop down menu next to customers and select cases

Next, click the drop down menu below the cases you just selected and look for Puritan’s Pride/Vitamin World E2C or W2C If you do not see this view, you can create a new view

Creating a new view Click Create new view

Name the new view whatever is best for you to easily know that it is the new s

First select the circle next to Queues Next, click the drop down menu and select Puritan’s Pride (or Vitamin World) E2C

Last steps are to click below the word Field and select Status. The middle column in Operator will automatically change to equals. Under the value column type in the word New

Press save

The screen will refresh and you be seeing the new view you just created

Assigning the case click the box to the left of the blue Edit Click accept

Where are the cases I just accepted? Click the drop down menu below cases, and select all my open cases

Now you will see the cases you just accepted

Completing the cases Click on the first case. If the case is a valid from our customer, at the top under case detail, click the change button next to Pre-Case and change it to a follow up If it is spam or the customer has already been assisted, reject the case and close it out ( see slide 24)

Changing from pre-case to follow up After clicking change, the next screen will show the new record type with a red line. Click the continue button under the drop down menu

This is how the next screen looks If the customer’s name is not automatically populated, you will need to locate the customer’s account within salesforce

Locating Customer’s Account Click the plus sign to open a new tab. Then put the customer’s address into the Global Search bar

Click the Customer account you are looking for so that it pulls the account up. If no customer’s are not found with the or name, please see slide 27 for creating a new customer

Click back to the case and click the magnifying glass next to customer’s name, and the account you just located will be at the top of your list. Select the case reason and case sub reason from the drop down menu. Also change the status

scroll down to the additional information section to add notes regarding the case. This is the same thing you would put into the f8 notes in AS400.

After adding the internal comments, you are now ready to save the case or save and close the case. If you are waiting for the customer to respond or waiting on info from NY, make sure you put that in the status at the top and click only save. If you are sending the customer tracking info, sending a replacement for a missing order, these cases can be closed. Go ahead and click save and close. After clicking save or save and close, refresh the case tab and customer tab. You are now ready to send the to the customer

Sending the from Salesforce while viewing the case tab, hover over the activity history link at the customer quick bar. You will see window open with the option to send . Click send

Change the from from your name to the Puritan’s Pride Customer Service

Enter in a subject and in the body of the , you can paste a template from a Word or Excel template. When finished, spell check it and send Refresh the case and then the customer and then close both tabs. You can now move on to the next case!

Rejecting the case due to spam, or if they are already assisted First Click Edit Next click rejected Click drop down menu next to rejected reason. If it is Spam, select Spam, if they are already assisted, click existing issue

Next click save and close.

On the next screen change the status to closed and press save. Refresh the case and exit the tab.

Creating a new Customer Click the menu below global search and select customers. Next, select new customer.

Complete the quick search, if no results click create new customer and save the information

I know that these seems like a long process, I hope these step by step guides will assist you. If you have any questions, please do not hesitate to ask me. If you would like help setting up your preferences, shoot me an and I’ll come show you at your desk. Thanks, Dawn Archibold E-Support Lead Any questions