Module Two Business Partners SAP-CIC Training Module Two Business Partners

Module Objectives Demonstrate how to search for existing business partners by customer information and product information. Demonstrate how to create new business partners. Demonstrate how to edit existing business partners. Demonstrate how to view the Contact History of the customer both by the customers and product information. Demonstrate how to view and modify the list of products associated to a customer. Search first to establish proper call flow; create first promotes BP duplication.

Creating New BPs

Name Fields If searching for a BP does not provide any results a New BP must be created. To create a new BP click on the button. Start by entering first and last name in the (First/Last Name) fields. Leave the Customer type selection to customer. The Gender and Type fields should be left blank.

Phone Numbers The Account section has fields to accommodate up to four telephone numbers: Home for the customer’s home phone number. Office for the customer’s office phone number. Mobile for the customer’s mobile phone number. Fax for the customers fax number. A space should be entered between the area code and the rest of the phone number. The space to the right of the office phone is for an extension. If the customer only has a mobile number it needs to be listed in the Home field and in the Mobile field.

E-mail Address The E-Mail field is used to enter the BP’s email address. An email address should be obtained whenever possible. When an e-mail address is obtained, representatives must then ask if the customer wishes to receive promotional messages. The customer's response to this is documented by the checkmark located to the right of the e-mail address field. If the customer accepts promotional messages, check the box. If the customer does not accept, or has no e-mail address do not check the box.

Physical Address Enter the zip code of the customer first. Once the zip code is entered press Enter; the system will verify if the customer is listed as a public address with InfoUSA. If the customer is not listed SAP-CIC will backfill the customers city and state automatically. If required enter the customer’s street address in the primary street field. The customers Country and Language will default to United States and English. If the BP lives in Canada, change Country drop down to Canada. Canadian zip codes have a 6 digit format. You must enter a space e.g. T6G 2M7 or H1Z 2R4. Note: we cannot use P.O. Boxes for a customer’s address.

Preference Contact The Preference dropdown is used to indicate which means of communication the customer prefers us to use as the primary means of contact.

Saving the New BP Click on the Account Section to save the new BP.

Duplicate BP The SAP-GCIC system will verify the information of the BP against all existing BP’s when the save button is pressed. A popup screen will appear indicating all the existing BP’s that match the customer via Name, Phone Number, or E-mail. To select an existing BP double click on the box on the far left. To request that the BP that is in the system is removed click on the checkbox for Deletion. Once the box is checked an e-mail will be sent to the system administrator informing them of the duplicate BP and asking them to remove the BP that is checked.

Successful BP Creation To begin working with this BP, click in the Account section. Once the BP is confirmed the name of the BP will populate in the first text box (the same process as using a BP found in a search).

Minimum Fields and SEA ANY While we should always obtain as much information as possible, the minimum requirements for creating a BP are the customer’s first and last name, plus at least one of the following: Phone/Ext Mobile Phone Email Address If a customer refuses to provide enough information to create a BP, click the Dummy button to create a SEA Any account. The minimum fields and the “SEA ANY” BP are for emergency use only! They are only available for general and technical inquiries.

Exercises Create at least two BP's for yourself. Feel free to use fictional names and contact information. Take note of the BP Number for each BP you create. Share your BP numbers with your classmates, and look up their BPs by name, phone number, or BP number.

Searching for Existing BPs

Using the Account Section The initial function of the BP section of SAP-CIC is searching for an existing customer. The search can be based on the BP’s name, phone number, e-mail address, transaction number, or physical address. To search, enter the known information, then click the search button.

Using the Account Section (cont.) When entering a phone number, hyphens or spaces do not need to be entered. If only part of a field is known, the asterisk may be used as a “wild card”. For example, a search for “Ste*” would find “Steve”, “Stevie” “Steven”, “Stephen” or “Stephanie” if we are not sure how the name is spelled in the customer’s account.

Multiple Search Results If more than one BP matching the given information is found, the matching BP’s will be displayed in the Results list section. When this occurs, request additional information from the caller to determine if they are one of the existing BPs. If so, double-click the line which matches the current BP’s contact information. If not, click the clear button on the far right of the bottom of the search area to clear the results.

Search Result in the Account Section When only one matching BP is found, or after you have selected from the list of matching BPs, the details for that BP will appear in the Account Section of SAP-CIC

Confirming Search Result To use this BP, you must Confirm it, by clicking in the Account section. Once the BP is confirmed, the BP result list will automatically convert to the Contact History. When the BP is confirmed the name of the BP will also populate in the first text box.

Clearing BP Information To clear all BP and transaction information, click End above the Account section. In practice, this is used after each call to clear the previous customer's information. To clear only the BP information, without changing the transaction or losing transaction data, click to the right of the save and confirm button.

Searching for BPs by Product Information

Using the Model Number SAP also allows for users to search for an existing BP, by entering the serial number and model number. Once the serial and model number have been entered click on the button. A list of all BP’s that match that search criteria will be displayed. Double click on a line to have that BP populate.

Editing Existing BPs

Editing Unconfirmed BPs The fastest way to edit a BP’s information is to edit the information before clicking the Confirm button. To do this, enter the updated information in the Account section, then click Save, just as if you were creating a new BP.

Editing Confirmed BPs To edit a confirmed BP: Click on the icon to allow the BP for editing, Once the changes have been made press the save button, Then press the confirm button.

Exercises Change or add information for one of your BPs that was created in the previous exercise. Edit before confirming. Look up the other BP you created, and confirm it. Then, practice the process of returning the BP to an unconfirmed state, and edit the BP. Look up a BP created by a classmate, and edit their BP.

Contact History

Contact History The Contact History is the list of every recorded transaction Samsung has with that customer. To view which transactions are linked together due to having the same issue or due to the escalation process look for an icon. Click on the icon to see which file that transaction was created from.

Searching for the Contact History by Product Information

Using the Model Number SAP also allows for users to search for the contact history of a customer, by entering the serial number and model number. Once the model and serial number have been entered click on the button. A list of the Contact History that matches that search criteria will be displayed. Double click on a line to have that transaction populate.

Consumer Product

Consumer Product The Consumer Product is a list of every product the customer has registered with Samsung. To view a list of products associated with the customer: Confirm the customers BP. Click on the Customer Product option. Click on a particular product to view the products information.

Consumer Product (cont) To update the Product information: In the upper right hand corner the products information will be displayed. To make any changes press the button To save the changes press the button.

Any Questions? End of Module Two