Case management Instruction for Finance

Payment Upload Automation

Contents
Case Creation Standard Steps ................................................................................................................... 2
Case Creation Quick Steps - Clone ............................................................................................................ 4
Case Transfer steps ................................................................................................................................... 5
Case Add Comment steps ......................................................................................................................... 6
Case Add Attachment steps ...................................................................................................................... 7
Case View Creation steps .......................................................................................................................... 8
Case Creation Standard Steps

Initial Page

1. Select SFDC version (ACE)

2. Choose Case Tab
3. Click New button to create new case

Case Type Page

1. Select type of Order Support

2. Click Continue button

Form Page

1. Ensure type is order support

2. Choose topic is credit or debit
3. Input Case Subject
a. Case subject will be verified by robot, so it must be in correct standard format
b. Please copy the subject directly from below table
Case Standard Subject
Alfred Automation _ Finance payment-VA03 (Your reference)
Alfred Automation _ Finance payment-SDF_CR-DR_EMIA (Your reference)
Alfred Automation _ Finance payment-PIPS_ZREB_Credit_And_Debit (Your reference)
4. Input Case description for your own reference
5. Click search glass to find contact person
a. Contact person is case requestor. It must be same as case creator, and robot will verify it.
5-1 Input your name
5-2 Choose to search Name
5-3 Click Go button
5-4 Click the link with your name

6. Click search glass to find account

6-1 Input the Account CSN 5108231976
6-2 Choose to search All fields
6-3 Click Go Button
6-4 Click the link with CSN

7. Click Submit Button.

Case Creation Quick Steps - Clone
Find an existing case which has correct case type, case topic and case requestor (your name).

1. Click Details Tab

2. Click Clone and Edit Button

1. Input right case subject

2. Click save button (Click it only once, then wait few seconds, the browser will bring you to the new
case. If you click multiple times in short term, multiple cases will be created.)
Case Transfer steps
When you need to transfer the new created case to yourself.

1. Inside the case, click the Feed Tab

2. Click the Modify Owner or Clone Subtab
3. Choose action type: Transfer To Me
4. Click submit button.

When you need to transfer case to Business Automation Team for Alfred robot to process the case

1. Inside the case, click the Feed Tab

2. Click the Modify Owner or Clone Subtab
3. Choose action type: Transfer To Group(Queue)
4. Select Case Owner type: Queue
5. Input Queue Name: Business Automation Team
6. Click Submit Button
Case Add Comment steps
1. Inside the case, click the Details Tab

Scroll down to find the case comment section

1. Click New Button in Case Comment Section

1. Add the standard comment: For Alfred notice the request is reviewed
2. Click Save Button (Don’t click the public checkbox)
Case Add Attachment steps
1. Inside the case, click the Details Tab

Scroll down to find the attachment section

1. Click Attach File Button in attachments section

1. Click browse button to find the file you want to attach

2. Click attach file button to upload
3. Click done to go back to case page
Case View Creation steps

Create a case view in order to monitor your case status easily.

Go to the case view

1. Click the case tab

2. Choose the case view name from drop down list
3. Click the Go button

Create case view

1. Click the case tab

2. Click the Create New View button
 1. Input the View Name (add number at beginning then your view will be ranked at beginning)
2. Choose All Cases
3. Add filter criteria
 Subject starts with Alfred Automation _ Finance Payment
 Contact Name equal to your name, if you want to see your case only

Scroll down to complete the rest steps

1. Choose fields you want to see in the view

2. Choose Visible only to me
3. Click Save button