1. Pulling emails ( cases) Dawn Archibold E-Support Lead darchibold@nbty.com ext 157148 darchibold@nbty.com

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

3. 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

4. Creating a new view Click Create new view

5. Name the new view whatever is best for you to easily know that it is the new emails

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

7. 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

8. Press save

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

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

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

12. Now you will see the cases you just accepted

13. Completing the cases Click on the first case. If the case is a valid email 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)

14. 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

15. 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

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

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

18. 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

19. 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.

20. 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 email to the customer

21. Sending the email 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 email. Click send email

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

23. Enter in a subject and in the body of the email, 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!

24. 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

25. Next click save and close.

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

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

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

29. 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 email preferences, shoot me an email and I’ll come show you at your desk. Thanks, Dawn Archibold E-Support Lead Any questions