Salesforce
What information is found in the CS Summary section?
All cases created by the representative.
What transaction allows viewing all orders for a customer?
VA05
What does OR stand for?
Standard Order
What does warehouse code 51 represent
Clinic Warehouse Inventory.
What code identifies a return in List Orders?
RE
What should a representative do when receiving a new customer inquiry?
Create a new case and document the interaction.
What transaction is used to make order changes?
VA02
What does Sold-To Party represent?
Billing Customer
What is considered a Rush Order?
Delivery within 3 business days or less.
A customer says they returned products last week. What should you review?
RE Order and delivery information
What must be documented if a rush fee or modification fee is discussed?
The fee discussion must be documented in the case notes.
What transaction is used to create orders?
VA01
What date should normally be used for PO Date?
Today's Date or date order was placed
What knowledge resource contains warehouse contacts?
DC Call Sheet.
A customer asks for return status, what do you do?
Review Salesforce and SAP order records.
If the carrier shows "FLEET," what does it mean?
The shipment is being delivered by an Fresenius truck.
What SAP transaction provides inventory information?
MMBE
How long before an EDI order reflects in the system?
Approximately 1 hour
if DaVita wants to submit an order verbally, what do we do?
Normally not allowed but we can check if Helpdesk or Prism instructs due to system issues
Which systems should you review when investigating a return issue?
Salesforce and SAP
What should you check before selecting a customer account?
Verify that the account does not contain a Block Code.
What transaction provides holiday scheduling information?
ZSDHOLC
Which customers commonly place orders through phone, fax, email, or EDI?
External Customers
What do GD and Invoice status indicate?
Order is closed and cannot be modified
Why is it important to verify account information before discussing a return?
To ensure you are reviewing the correct customer account.