Purchase Orders
Can we accept a PO if the subscription dates listed do not match their actual sub dates exactly?
No
Make sure you entered the start date on the quote first! If you did not uncheck the box, add the start date and recheck the contract box.
If it still does not work after that send to your lead to talk to Brandon.
If a customer has both console instances created, how many boxes do you check off in the purchase and renewal section on the account?
US only. Do not have both boxes checked off.
If I need a billing schedule created, what note do I put in the Special Terms field?
Build Special Billing
Tag in your manager on emails to reply. DO NOT move email.
SHI provides us with a PO that has maintenance dates that do not match the subscription dates. How do you proceed?
Process as normal! We do not require confirmation on maintenance dates for SHI.
Send to your lead! DO NOT TOUCH.
If a customer has less than 25 employees, they require what before processing?
BONUS: What are the exceptions?
CRO approval.
BONUS ANSWER: An MSP or someone purchasing through all covered. Also anything after new business (add-ons, upgrades and renewals).
This person is listed as the billing contact for all El Pescador and Exploqii invoices. Who am I and why I am listed?
Kristina Parry!
El Pescador and Exploqii send out their own invoices. This is to ensure they do not accidentally receive it on our end.
A customer sends in a PO for an order that has not been closed/won yet. What do you do?
Reply to the customer saying "Thank you!" and copy the sales rep. If rep is already copied you do not have to reply.
What customer sends us a PO with 1 cent on the download sku? How would you proceed?
BONUS: What if it's CPQ?
Insight! Add the 1 cent to the product sku so it matches their total.
BONUS ANSWER: If PO is higher than what was quoted, we will need written permission from the customer that we can invoice at the quoted amount. If lower, we will need a new PO.
If a rep reaches out to you directly about an order you are not processing/has not been closed/won, what do you tell them?
Tell them if they have questions on how to quote/fix their opportunities they should consult their growth manager!
What do I do after I push a sales order to Netsuite and realize the quote isn't synced?
Request to have SO deleted. Mark quote as primary and resync to Netsuite.
For special billing orders, these two boxes need to be checked off on the sales order.
KB4 STOP AUTO INVOICE CREATE
KB4 STOP INVOICE EMAIL
A rep is requesting to adjust an order from a previous month. What is this called and what do you do if you receive a request?
Credit memo!
Let your manager on emails know it came in and they will reply with the steps.
NOTE: If this is CPQ and in the same month it will also be a credit memo.
What formula do you use to determine if a PO is off due to rounding?
Sales Price on quote multiplied by Discount %. Subtract difference from sales price on quote. Compare to PO sales price.
How do you confirm proration is correct on a CPQ add-on/upgrade?
- Open the primary quote
- Look at the amendments free months field. If 0 look at start date. Confirm start day is +/- 31 days of processing
- If amendments free months is greater than 0 check free month amendment start date. Confirm that is +/- 31 days of processing
- Ensure free months amendment correct proration date = start date.
- Open the quote line and check your prorate multiplier. Take that number and multiply by 12. Ensure that is the number of paid months left on the subscription.
If a customer purchases direct, what "Reseller" do you connect them to in the console?
KnowBe4 LLC (Online Shop) for US
Knowbe4 for EU
If you cannot clear a Vertex error message on a sales order and your manager says its OK to proceed, what note do you add?
"Address OK per OP Manager"
Please ALWAYS add this note so we can filter these tax errors at the end of the month.
This is called a "Change Order". Tag in your lead and they will prepare the packet to be signed by Nora.
Note: This needs to be done BEFORE invoicing.
What does CPQ stand for
Configure Price Quote
We receive a direct order and the customer's console is linked to an MSP. How do you proceed?
A rep submits a ticket to OP saying that the admin on the console is incorrect. How do you fix it?
Confirm the current admin through an Incognito window. You can find their confirmation link under "Show Users". Once that is confirmed you can proceed with adding the correct admin using the SOP "Adding Admins to Consoles"