If customer is willing to pay for a service (crystal report/chargeable module etc.) you can raise a Sales Opportunity on Salesforce via the following steps:
Click “New or New Case” on the Cases Tab in Service Cloud (Salesforce)
Choose Sales Opportunity and click “Next or Continue”
Fill your Case:
Subject: Talkative summary
Status: New (don’t change)
Division: Enter Software Division
Software/Services: Enter relevant Type (e.g. Services Only)
Related Product Range: Enter product
Account Name: Customer account
Contact Name: Customer name
SalesHandover: Leave empty – will be updated by other teams
Case Origin: Phone or Web
Priority: Low, Medium or High
Description: As much details as possible
MUST route Cases manually to the correct Selfgen Cases queue by Division after saving it, whatever the Type. (e.g. Selfgen Cases SCS)
After you’ve created the Sales Opportunity Case, you can Close the original “Support Case” or “Task” with a relevant Solution including:
A summary of the conversation with the customer and their confirmation of interest (Opportunity Validation)
Sales opportunity Case number.
Solution Code: NF – Lead Opportunity
e.g. “As agreed with you, I logged the case #01234567 with our Professional Services/Commercial team. They’ll be in touch regarding your request: [Summary of the request]. I hope this will help.”
If the customer is requesting a chargeable modification to the system (ie. for the current system to perform differently) please prompt the customer to fill in a CER form.
This will then need passing on to development via an FMWISHES Jira.