FREQUENTLY ASKED QUESTIONS VIP PROCEDURES MANUAL. Adobe Business Direct Sales Version 2.2 Revised Date: 23 January 2017 JAZ

Transcription

1 FREQUENTLY ASKED QUESTIONS VIP PROCEDURES MANUAL Adobe Business Direct Sales Version 2.2 Revised Date: 23 January 2017 JAZ

2 TABLE OF CONTENTS LWS: HOW TO LOOK UP A CUSTOMER S LICENSE HISTORY... 2 LWS: HOW TO VALIDATE A CUSTOMER S VIP NUMBER... 4 RESELLER CONSOLE: HOW TO LOG IN AND OUT... 4 RESELLER CONSOLE: HOW TO SEARCH FOR A CURRENT VIP MEMBER... 4 RESELLER CONSOLE: HOW TO CREATE A NEW VIP MEMBERSHIP... 5 RESELLER CONSOLE: HOW TO DETERMINE A CUSTOMER S ACCEPTANCE OF VIP T&Cs... 7 RESELLER CONSOLE: HOW TO ADD SEATS TO A CUSTOMER S ACCOUNT... 8 RESELLER CONSOLE: HOW TO IDENTIFY A CUSTOMER S ORDER FULFILLMENT STATUS... 9 RESELLER CONSOLE: HOW TO MODIFY A CUSTOMER S VIP ACCOUNT DETAILS RESELLER CONSOLE: HOW TO RESEND A VIP INVITATION TO A CUSTOMER RESELLER CONSOLE: HOW TO REMOVE SEAT AUTHORIZATIONS RESELLER CONSOLE: HOW TO CHANGE A PURCHASE ORDER NUMBER RESELLER CONSOLE: HOW TO CHANGE THE LANGUAGE OF THE RESELLER CONSOLE VIP CALCULATOR: HOW TO FIND THE PART NUMBER (SKU) FOR AN ORDER VIP CALCULATOR: VALIDATING USE OF THE CORRECT SKU DIGITAL RIVER: HOW TO SEARCH FOR AN EXISTING LINE OF CREDIT ON AN ACCOUNT DIGITAL RIVER: HOW TO PLACE AN ORDER DIGITAL RIVER: HOW TO APPROVE AN ORDER DIGITAL RIVER: HOW TO CHECK THE STATUS OF AN EXISTING ORDER DIGITAL RIVER: HOW TO GENERATE A VIP PRICE QUOTE DIGITAL RIVER: HOW TO CREATE EDUCATION DEVICE-LICENSE ORDERS DIGITAL RIVER: HOW TO RE-SEND THE VIP PO INVOICE TO A DIFFERENT PERSON HOW TO CHANGE RESELLERS (FROM THIRD-PARTY RESELLER TO ADOBE BUSINESS DIRECT) HOW TO EXTEND A CUSTOMER S LINE OF CREDIT HOW TO PLACE INDIVIDUAL CONSUMER ORDERS IN DIGITAL RIVER RENEWALS: CUSTOMER RENEWING ALL LICENSES RENEWALS: CUSTOMER RENEWING SOME LICENSES BUT NOT ALL RENEWALS: CUSTOMER RENEWING ALL LICENSES AND ADDING NEW LICENSES Page 1 of 28

3 LWS: HOW TO LOOK UP A CUSTOMER S LICENSE HISTORY How to search LWS for CLP EDU Discount Levels: 1. Log in to LWS via Tools in Hendrix. 2. Choose Customer Care Level 1 from the drop-down. 3. Search by School or University name. 4. Locate the customer s CLP agreement number and discount tier. Add the country and state or province. Page 2 of 28

4 5. After using the customer s discount tier to find the SKU in the VIP calculator create the order in Digital River. 6. Escalate the CLP migration to support. 7. Do not approve the order until the LWS migration is complete, this may take up to 24 hours. Determining the customer s discount tier in LWS: 1. Pre-qualify your customer s CLP in LWS ( Note: A-D requirements must be met to approve a migration A. Licensing Program: CLP Education B. Initial Discount level: 2 or 3 C. Membership Status: Active or Inactive D. Membership End Date: After April 30, Provide a quote to the customer for VIP device licenses one level above their initial discount level in LWS. Once the migration completes they can place orders for new licenses at their discount level until 30 days prior to their VIP Anniversary Date. Page 3 of 28

5 LWS: HOW TO VALIDATE A CUSTOMER S VIP NUMBER 1. All orders must be placed with a valid VIP number or the order will fail. 2. Agents should use LWS to make sure the customer s VIP agreement number is valid and active. 3. Log into LWS and navigate to the Reports tab. 4. Select View VIP Membership Details from the dropdown menu. 5. Enter the customer s VIP Agreement Number and click Search to validate the number. 6. If the number is not found, either the agreement does not exist or it is still being processed. In this case, wait 15 minutes then search again. RESELLER CONSOLE: HOW TO LOG IN AND OUT To log in: 1. Open the Reseller Console 2. Enter Adobe ID ( address) and password in the appropriate fields. 3. Click Sign In. To log out: 1. Click on the power icon in the top right corner of the screen. This will return you to the login page. RESELLER CONSOLE: HOW TO SEARCH FOR A CURRENT VIP MEMBER 1. From the Reseller Console, click in the search bar. 2. Type in the customer s name (or other search criteria option listed in the search bar s dropdown menu). 3. When the search results are returned, click on the View Details arrow toward the right of the screen. Page 4 of 28

6 RESELLER CONSOLE: HOW TO CREATE A NEW VIP MEMBERSHIP 1. Open the Reseller Console and log in. 2. Add customer s account details by clicking the + button in the upper right corner. 3. Choose the market segment for the customer. Note: Customers can be sold SKUs only for their market segment. Choose Commercial segment for business customers and Education segment for educational institutions and non-profit organizations. We do not sell to the Government market segment. Refer government agencies to a third-party reseller. 4. Fill out all the fields in the Add Customer Organization form. Page 5 of 28

7 5. Choose the appropriate geographical region from the Region drop-down menu. (North America, Latin America, EMEA, APAC, etc.) 6. Check in Hendrix to see if the customer has an Adobe ID associated to their . If they do not, then create one for them in Hendrix and send them a password reset In the Reseller Console, send the VIP invitation to the customer by clicking Invite customer. 8. Have the customer open the invitation and accept the VIP terms and conditions using the same Adobe ID used to create the account. Note: When accepting the terms and conditions, the customer must sign in to Adobe.com with the Adobe ID they want to use to administer the account. If the customer is already signed in to Adobe.com with another Adobe ID, they must sign out or the wrong Adobe ID may be associated to their VIP account. If this occurs the ABD Sales Coach or a supervisor will need to escalate the issue to change the Adobe ID, which will require written authorization from the customer. 9. Refresh the Reseller Console and locate the customer s VIP number. Page 6 of 28

8 RESELLER CONSOLE: HOW TO DETERMINE A CUSTOMER S ACCEPTANCE OF VIP T&Cs To determine if a customer has accepted the VIP terms and conditions: 1. Refresh the Reseller Console browser. 2. In the left-hand tab, the customer will have moved from the Pending Invitations category to the No Products category. Confirm that this is the case. Page 7 of 28

9 RESELLER CONSOLE: HOW TO ADD SEATS TO A CUSTOMER S ACCOUNT If the Sales Agent is adding the seats on behalf of the customer: Note: The initial order for new VIP customers is five seats. There is no minimum to add additional seats for existing VIP customers. 1. In the Reseller Console, click on the View Details arrow on the right side of the customer s account. 2. Go to Create new purchase authorization and add the product and the number of seats. Enter the customer s preferred PO number or one will be generated automatically by the system. Note: For Education Device Licensing no seats are authorized. Proceed to the section for Digital River: How to Place Education Orders. If the customer is adding seats themselves through the Admin Console: If the customer adds seats through the Admin console, the Sales Agent must place the order in Digital River and approve the order. Go to How to place an order in Digital River. Page 8 of 28

10 RESELLER CONSOLE: HOW TO IDENTIFY A CUSTOMER S ORDER FULFILLMENT STATUS 1. Search for a customer s account and open the account details. 2. In the Customer Details screen, find the section titled Seat Authorization History near the bottom of the screen. 3. In the Seat Authorization History section, find the field titled Status. Fulfilled: The purchase order has been approved by the agent. Pending: The purchase order has not been placed in Digital River and approved by the agent. Removed: The seats have been revoked by the agent. Page 9 of 28

11 RESELLER CONSOLE: HOW TO MODIFY A CUSTOMER S VIP ACCOUNT DETAILS It is not possible for a Sales Agent to make changes to a customer s VIP account once it is created. Any changes to the account requires a form request signed by the customer and escalated to Adobe by the local Sales Coach or supervisor. 1. Notify your local Sales Coach or supervisor of the requested change to the customer s VIP account. 2. The Sales Coach or supervisor will the change form to the customer to sign. 3. After the customer returns the signed form, the Sales Coach or supervisor will the VIP Account Management team at vipacmgt@adobe.com who will make the requested change. RESELLER CONSOLE: HOW TO RESEND A VIP INVITATION TO A CUSTOMER 1. Search for Pending Invitations. This can be found in the menu to the left in the Reseller Console. 2. Locate the pending customer s name. 3. To the right of the pending customer s name, click on the link titled Send Reminder. Page 10 of 28

12 RESELLER CONSOLE: HOW TO REMOVE SEAT AUTHORIZATIONS 1. Under Seat Authorization History, locate the seats to be removed from the customer s account. 2. Click the X to the right of the seats. 3. Click Cancel Seat Authorization to remove the seats. Note: If the order has already been approved, the seats must be cancelled by the ABD Sales Coach or supervisor in the Digital River system. Page 11 of 28

13 RESELLER CONSOLE: HOW TO CHANGE A PURCHASE ORDER NUMBER The same PO number cannot be used more than once for the same customer. Once a purchase order authorization is created with a specific PO number, it cannot be changed. The entire purchase order authorization will have to be removed and a new one created with the updated PO number. Here is an overview of the whole process since the steps have been outlined in the document. 1. Agent removes seats under section: RESELLER CONSOLE: HOW TO REMOVE SEAT AUTHORIZATIONS 2. Agent then performs a new seat authorization under section: RESELLER CONSOLE: HOW TO ADD SEATS TO A CUSTOMER S ACCOUNT and uses the new PO#. 3. Agent retrieves the part number from the VIP Calculator. 4. Agent places a new order in the Digital River online store using the new PO#. 5. Agent approves the order in Digital River Global Commerce console. RESELLER CONSOLE: HOW TO CHANGE THE LANGUAGE OF THE RESELLER CONSOLE There is not a way to change the language of the customer s admin console in the Reseller Console. The customer s admin console will reflect the language preference of their account in Hendrix. To change the language of the Reseller Console for the agent: 1. Locate the tab at the bottom of the Reseller Console screen that says Language 2. Select the language that the agent prefers to view the reseller console in. To change the customer s Admin Console language preference via Hendrix: Note: The customer s admin console will display in the language associated with their Adobe ID. 1. When creating a new Adobe ID for the customer in Hendrix, click New Person Record and select the country. When adding the customer details the Language will be shown at the top. Click the arrow and select the appropriate language and continue creating the customer s account. 2. For existing customers search for the customer account in Hendrix by Adobe ID. 3. Click edit in customer details. 4. The language will be shown at the top, click the arrow to switch the language then click the modify button and the save button to update the language. Page 12 of 28

14 VIP CALCULATOR: HOW TO FIND THE PART NUMBER (SKU) FOR AN ORDER VIP Calculator for Commercial customers 1. Go to the VIP Calculator at 2. Enter the customer s VIP number and click Get Agreement Data to calculate the customer s anniversary date and applicable discount tier. Note: For new accounts there may be an error message. If the new account is for the commercial market, select the Market Segment manually. 3. The agent will be asked to login with their Adobe ID. 4. If the Anniversary Date doesn t prefill you will need to retrieve the information from the customer s account in the Reseller Console. 5. Ensure the Order Date is the same date that the seats were authorized in the reseller console, (may be different from today s date) to calculate the correct number of months. 6. Set the Region to the correct geo. 7. Use the Product search to find the product. Note: The results will show new seats and renewal seats. Only use renewal seats at the customer s renewal date. Do not mix new and renewal seats in the same order. 8. Select the product and click Add Selected and repeat to add additional products. 9. Once the products are selected add the quantity the customer needs. 10. Click Retrieve Part Number to find the part number used to place the order. Page 13 of 28

15 VIP Calculator for Education customers 1. Go to the VIP Calculator using Chrome or Firefox: 2. Enter the customer s VIP number and click Get Agreement Data to calculate the customer s anniversary date and applicable discount tier. 3. The agent will be asked to login with their Adobe ID. 4. If the Anniversary Date doesn t prefill you will need to retrieve the information from the customer s account in the Reseller Console. 5. If the market segment does not prefill select "Education." 6. Ensure the Order Date is the same date that the seats were authorized in the reseller console, (may be different from today s date) to calculate the correct number of months. 7. Set the Region to the correct geo. 8. Select Device license or Named-user license. Important: Do not mix "Named" and "Device" seats in the same order. 9. Use the Product search to find the product (The results will show new and Renewal seats. Only use renewal seats at the customer s renewal date. Do not mix new and renewal seats in the same order) 10. Select the product and click Add Selected and repeat to add additional products. 11. Once the products are selected add the quantity the customer needs. 12. Click Retrieve Part Number to find the part number used to place the order. Page 14 of 28

16 VIP CALCULATOR: VALIDATING USE OF THE CORRECT SKU 1. Agents must use SKUs only from the VIP Calculator; no other SKU lists are to be used. 2. Just because VIP accepts a SKU doesn t mean the SKU is correct. 3. Double-check the SKU market type (for example, incorrectly using a commercial SKU for an EDU order, or vice-versa). 4. Double-check the SKU lifecycle (for example, incorrectly using a renewal SKU for a new order, or vice-versa). 5. Double-check the level discount (for example, incorrectly using a VIP Level 3 SKU when the customer qualifies for VIP Level 1). DIGITAL RIVER: HOW TO SEARCH FOR AN EXISTING LINE OF CREDIT ON AN ACCOUNT 1. Log into the Digital River console at: 2. Search for the customer. 3. Hover over Customer Service. 4. Search by from Reseller Console or LWS. 5. Click on any of the customer s orders. 6. Go to the Transaction Detail tab to search for available credit. The Available Credit will show the amount of credit remaining on the customer s account. 7. If the available credit amount is insufficient contact the Sales Manager to request an increase in the customer s credit limit. Page 15 of 28

17 DIGITAL RIVER: HOW TO PLACE AN ORDER 1. Go to the Digital River store at: 2. Read the disclosure in the highlighted text to the customer. 3. If the customer is an educational institution or non-profit organization, select Yes for Educational Institutional and add the Institution s name. 4. Enter the VIP number and the PO/PA number. 5. Enter the Sales Agent s LDAP. Note: Agents will not receive credit for the order if they use anything else here such as their name or address; only their LDAP ID. 6. At Enter products enter the SKU, quantity and duration from the VIP calculator. Note: Incorrect information will result in a rejected order. 7. Click Add to cart and confirm the order information is correct. 8. If another product needs to be added to the order click Add another and follow steps Click Checkout. 10. Identify the purchaser s address. This is needed when the agent is placing a new order for the customer. 11. For new customers, create a new account with the of the person paying the purchase order. For existing customers, login with of the person paying for the order and VIP number. 12. Read the disclosure and fill out the required fields. 13. On the next page verify all the information. 14. On the final page read the disclosure and give the customer the total with tax before placing the order. Page 16 of 28

18 DIGITAL RIVER: HOW TO APPROVE AN ORDER Note: It is not enough to place an order for the customer. All orders must also be approved by this additional procedure. This is necessary after an agent places an order or when the customer adds seats through their administrator console. 1. Log in to the Digital River console at 2. Select Adobe VIP/PO from the second dropdown on the upper right of the screen 3. Go to Administration>Site>Approve Pending Orders 4. Click the box by the order and click Approve ; if a mistake was made click Decline. IMPORTANT: Agents are to place orders within 24 hours after the customer adds seats. Failing to do this can result in the customer getting an overdue license notice. DIGITAL RIVER: HOW TO CHECK THE STATUS OF AN EXISTING ORDER 1. The agent logs into the Digital River console at: 2. Search for the customer under Customer Service > Search orders 3. Enter the order number and click Search 4. The status will appear at the top of the page Payment Pending: Order needs to be approved Completed: Not Settled; order is still in process Completed: Settled; order completed DIGITAL RIVER: HOW TO GENERATE A VIP PRICE QUOTE 1. Find your SKU using the VIP Calculator. 2. Find your price by configuring a Digital River Cart. 3. Use the price from the cart for your Request for Quote. 4. Fill out the simple quote ( or the extended quote ( Note: Each call center should have their own quote process. The above process applies to North America only. ITAL RIVER: HOW Page 17 of 28

19 DIGITAL RIVER: HOW TO CREATE EDUCATION DEVICE-LICENSE ORDERS When placing an education order you can t add both Named and Device SKUs to the same order; these must be placed in separate orders. The only difference in the process for named users is covered in step 4 under Digital River: How to Place an Order and the steps below for LWS. For Education Device Licensing no seats are added in the reseller console. For migrating CLP customers proceed to LWS: HOW TO LOOK UP A CUSTOMER S LICENSE HISTORY Placing an Education Device-license Order 1. Go to the Digital River store at: 2. Read the disclosure in the highlighted text to the customer. 3. If the customer is an educational institution or non-profit organization, select Yes for Educational Institutional and add the Institution s name. 4. Enter the VIP number and in the PO/PA number field type Device. 5. Enter the Sales Agent s LDAP. Note: Agents will not receive credit for the order if they use anything else here such as their name or address; only their LDAP ID. 6. At Enter products enter the SKU, quantity and duration from the VIP calculator. Note: Incorrect information will result in a rejected order. 7. Click Add to cart and confirm the order information is correct. 8. If another product needs to be added to the order click Add another and follow steps Click Checkout. 10. Identify the purchaser s address. This is needed when the agent is placing a new order for the customer. 11. For new customers, create a new account with the of the person paying the purchase order. For existing customers, login with of the person paying for the order and VIP number. 12. Read the disclosure and fill out the required fields. 13. On the next page verify all the information. 14. On the final page read the disclosure and give the customer the total with tax before placing the order. 15. Do not approve the order unless the CLP migration is complete. 16. After approving the order the customer will receive their seats in up to 72 hours. Page 18 of 28

20 DIGITAL RIVER: HOW TO RE-SEND THE VIP PO INVOICE TO A DIFFERENT PERSON How to send the VIP PO Invoice to a different person than the person that placed the initial order. 1. Look up order in gc. 2. Navigate to Notifications Tab. 3. Click on VAT Invoice event. 4. Ensure you are on Notification Details Tab. 5. Enter new address. 6. Click Resend. Page 19 of 28

21 HOW TO CHANGE RESELLERS (FROM THIRD-PARTY RESELLER TO ADOBE BUSINESS DIRECT) 1. the customer the Change of Reseller form. 2. The customer must digitally sign the form and it back. 3. Forward the form to the ABD Sales Coach or supervisor. 4. The Sales Coach or supervisor will escalate the form to VIP Account Management at 5. The VIP Account Management department will back within 48 hours when the migration is complete. 6. The account is assigned to the local department Sales Manager who then reassigns the account to the agent. Page 20 of 28

22 HOW TO EXTEND A CUSTOMER S LINE OF CREDIT 1. Find the order by searching for it in DRGC. Page 21 of 28

23 2. Click on Manage Client Credit Plus. 3. Click on the Edit button to the right of the screen. 4. Update the Total Revolving Credit Line amount in the space provided, then click Save. Page 22 of 28

24 HOW TO PLACE INDIVIDUAL CONSUMER ORDERS IN DIGITAL RIVER Generally, Digital River is used to place VIP orders for small to mid-sized businesses. But for some markets, it is necessary to use Digital River to place orders for individual consumers. 1. Open the Digital River store. 2. Open a customer account that is registered in a county that Hendrix recognizes as a DR country. a. Select the small arrow button nxt to the Actions button b. Select Open DR Store Page 23 of 28

25 3. After locating the product that the customer would like to purchase, select the Buy Now button. Page 24 of 28

26 4. Verify the accuracy of the product and customer information. 5. Read the Terms and Conditions to the customer. 6. Collect the customer s payment information. Page 25 of 28

27 RENEWALS: CUSTOMER RENEWING ALL LICENSES 1. Use the VIP calculator to determine the appropriate renewal SKUs. Make sure you enter the VIP# and Get Agreement Data. The VIP calculator automatically provides the correct SKU as long as you enter the VIP# and click on Get Agreement Data. 2. Use normal Digital River online store process just different SKUs and PO#. PO# can either be one the customer requests or Renewal Approve the order in DRGC. 4. If successful, the console with show your Renewal order under Renewals History. Page 26 of 28

28 ADOBE BUSINESS DIRECT VIP RENEWAL PROCEDURES RENEWALS: CUSTOMER RENEWING SOME LICENSES BUT NOT ALL 1. Confirm which licenses the customer wishes to renew. 2. Have the customer select the licenses they would like to renew through their Admin Console. 3. Use the VIP calculator to determine the appropriate renewal SKUs. Make sure you enter the VIP# and Get Agreement Data. 4. Use the normal Digital River online store process using renewal SKUs. PO# can either be one the customer requests or Renewal Approve the order in DRGC. 6. If successful the console with show your Renewal order under Renewals History. Page 27 of 28

29 ADOBE BUSINESS DIRECT VIP RENEWAL PROCEDURES RENEWALS: CUSTOMER RENEWING ALL LICENSES AND ADDING NEW LICENSES 1. Confirm the number of seats the customer wishes to renew. 2. Use the VIP calculator to determine the appropriate renewal SKUs. Make sure you enter the VIP# and Get Agreement Data. 3. Use the normal Digital River online store process using different SKUs and PO#. PO# can either be one the customer requests or Renewal Approve the order in DRGC. 5. If successful, the console with show your renewal order under renewals history. 6. Once the renewal order is complete, create an authorization for all new seats in the Reseller Console. 7. Follow normal ordering procedures to completion. Page 28 of 28