Process: Work with quote
Flow
Objective
To allow a CSR to guarantee to customer a price for a set of products for a certain period of time, manage the quote and create order from quote.
Description
Customer service representatives can create new quotes, modify existing quotes or cancel existing quotes.
Features
- Initial quote creation and subsequent edits follow the same patterns.
- Existing quotes can be found using a wide variety of key information.
- Blocks, which deliberately hold up fulfillment, are itemized for existing orders. Additional blocks can be added manually by specifying the reason.
- The CSR can move through the process in almost any order as necessitated by the interaction with the customer.
- A CSR can see, and convey to the customer, taxes and miscellaneous charges.
- A CSR may override charges and will be warned if the price is below their override limit.
Customization
Display elements can be suppressed, modified or added. See underlying server processes for the many changes which can be made through configuration rather than customization.
Edition
Professional, Enterprise
Subprocesses
Tasks
| Task | Description | Role |
|---|---|---|
| Cancel quote |
A CSR indicates that a customer should no longer be guaranteed a certain price for a certain set of products. |
Customer Service Representative |
| Clone quote |
A CSR makes a copy of an existing quote so that the new copy may be modified in some way. |
Customer Service Representative |
| Close quote window |
A CSR ceases to view or modify a quote. |
Customer Service Representative |
| Convert quote to order |
A CSR realizes that the customer is ready to place an order based on a quote they previously received. |
Customer Service Representative |
| Find quote |
A CSR chooses which key information that will be used to find a quote, enters the key information and chooses from among the potentially matching quotes. |
Customer Service Representative |
| Gather information from customer |
A CSR inquires what products the customer is interested in and responds to the customer's request for special processing, if any. |
Customer Service Representative |
| Inform customer of quote number and expiration date |
A CSR reads off the system supplied quote number to the customer and informs them of the last date the specified price will be guaranteed. |
Customer Service Representative |
| Submit quote |
A CSR finalizes the guaranteed price for a set of products and indicates that no further changes will be made. |
Customer Service Representative |
| View quote |
A CSR reviews the content and status of a quote. |
Customer Service Representative |
| Work with payment instructions |
A CSR enters and reviews information about how the customer would like to pay for their order. |
Customer Service Representative |
| Work with quote attributes |
A CSR sets attributes which apply to the quote as a whole as opposed to the line items. |
Customer Service Representative |
Business artifacts
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