TICKETS
This resolution category notifies of an action that needs to be done in S4
Return with Replacement
The name of the four activity objects
Appointments, E-mails, Phone Calls, & Tasks
This tile is used to generate cx orders
Create Sales Orders
The 4 tiles used to locate cx orders
Manage:
SOs w/o Charge, CM Request, DM Request, Customer Returns
These two systems can be used to locate orders
S4/ CRM Service Cloud
Create a ticket from ___/___ if a customer is referencing a legacy order
Accounts/ Contacts
New emails coming into service cloud auto create a
Ticket
All documents linked to an order are found in the
Document Flow
Must be downloaded in order to send to defective repairs
Order Confirmation
Stops your order from being dropped to WMS
A delivery block
A ______ customer requires acknowledgement before proceeding
Service sensitive
One call resolutions will be
logged as phone calls
You can locate a web order by using this search field
Your reference
One delivery number can contain multiple
boxes
Five teams/departments that will also be in service cloud
PI, Fico, Export, TM, & Penny Stone
If forgotten, an alternate way to link a cx order to a ticket is from
the related items tab within the ticket
Tab used to add/link new & pre-existing objects
Related Items
The net value of a sales order consist of
Subtotal + Shipping
Tab used to locate account terms within an S4 sales order
Sales tab
In S4, the individual weight of an item is found in this tab
shipping tab of the item header
Beside the subject line, you must add a legacy order to this field
Historical order
Induvial actions often created to support a larger goal
Task
Used to locate customer account information/notes
Manage Customer Master
Sales order type in S4 where you are unable to create with reference.
Aptos/ZRTL
Moose notes will now be located in the
Service cloud library