© 2006 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
Contact Center Journey – ePrimeGetting Started
December 2006
WW Operations and Capabilities Training
HP Restricted
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Course ObjectivesAfter completing this course, you should be able to:• Understand the purpose and function of the Contact
Center Application, or CCA • Be familiar with the types of HP agents who use CCA • Log in, easily navigate, and locate accounts within CCA • Comprehend the workflow models used in ePrime • Know the user roles impersonated by CCA agents and
their system rights in ePrime • Impersonate a user • Add items to the shopping cart and create Quotes,
Purchase Requests and Purchase Orders • Locate and modify existing documents • Configure products and add them to the shopping cart
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Intended audience and prerequisitesIntended audience:• HP internal users administering HP.com Business to
Business accounts and customersPrerequisites: • HP.com Business to Business Overviews WBT
(required)– All modules
• HP.com Business to Business Customer Extranet Journey – ePrime WBT (highly recommended)– All modules
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Getting Started: Objectives• Describe the purpose and function of the Contact
Center Application (CCA) • List the types of agents who use CCA and their roles
in the system• Login to CCA and navigate its basic interface • Select a customer organization
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What is CCA?•Contact Center Application
•Specialized interface for agents who assist customers on HP.com B2B site
•Few screens; minimal graphics
•Select customer organizations
•Impersonate users•Create, search for, and modify order documents
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CCA Agent Roles• Teleweb agents and contact centers support unassisted
and assisted direct sales go to market activities.• Teleweb agents are split into two groups:
– Telesales
– Order Desk
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CCA Agent RolesTelesales• Receives calls from customers• Utilizes the Contact Center
interface• Role ends after quote is built and
saved• Customer then takes quote and
makes it an order
! Important: When applying for a CCA login:•If not given Order Capabilities, the user can create and view quotes but cannot convert quotes to orders•If set up as a Teleweb agent, quotes created in ePrime by the agent will show in weekly and monthly reports
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CCA Agent Roles
Order Desk• Receives a fax, phone
call, or mail• Utilizes an Order Desk
login– Does not enter orders in
as that customer
• Enters the order
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CCA Basic Navigation
• First step in using the CCA interface is logging in
Login and Password
fields
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•Once logged in, the agent has access to certain features that display on every CCA screen:– Logout– Change
password
CCA Basic Navigation
Links for:
•Logout
•Change Password
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CCA Basic Navigation
•CCA agent may choose to change the password associated with the Login ID
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CCA Basic Navigation•Online help available via HP Mentor application:
•CCA agents install Mentor application and request access to system
•Online Help appears in Mentor window, beside browser
•Mentor help is regionalized and organized into common tasks
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Find an organization
•The Organization list displays customers for which the agent can provide assistance
•Agents can scroll or use search to find the customer organization
Search for an
organization
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Find an organization - Search
1. Search for a customer organization
Enter search
term here
Search in: (list)
Search
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Find an organization – Search (cont.)
2. Click on the hyperlinked portal account ID to access the organization
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Getting Started: Summary
• CCA is built for speed and efficiency
• Application is used by both Telesales and Order Desk agents
• Agents login, then select a customer organization
• Search function helps find the account and the customer
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Learning Check
1. Which group of links can always be found in the upper right hand corner of the CCA pages?
a. logout, organization list, impersonate
b. logout, change password, help
c. logout, change password
d. logout, impersonate
2. When searching for an organization, the user can search by:
a. portal account id
b. Siebel account id
c. company name
d. all columns
e. all of the above
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