FREQUENTLY ASKED QUESTIONS HENDRIX HTML5 PROCEDURES MANUAL. Adobe Consumer and Business Sales Version 2.1 Revised Date: 13 July 2017 JAZ

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1 FREQUENTLY ASKED QUESTIONS HENDRIX HTML5 PROCEDURES MANUAL Adobe Consumer and Business Sales Version 2.1 Revised Date: 13 July 2017 JAZ

2 TABLE OF CONTENTS NAVIGATION OVERVIEW... 3 LOGGING IN AND OUT OF HENDRIX... 4 SEARCHING FOR A CUSTOMER S ACCOUNT... 5 CREATING A CUSTOMER S ACCOUNT... 6 CHANGING A CUSTOMER S BILLING ADDRESS... 8 RESETTING A CUSTOMER S PASSWORD... 9 CREATING A QUOTE CONVERTING A QUOTE TO AN ORDER FINDING A PRICE QUOTE SENT TO A CUSTOMER ADDING A CALLBACK REMINDER IDENTIFYING THE CUSTOMER S ORDER STATUS PLACING AN ORDER FOR A CREATIVE CLOUD SINGLE APP MEMBERSHIP PLACING AN ORDER FOR A CREATIVE CLOUD FOR INDIVIDUALS COMPLETE MEMBERSHIP PLACING AN ORDER FOR A CREATIVE CLOUD FOR TEAMS COMPLETE MEMBERSHIP ADDING SEATS TO A CCT ORDER VERIFYING PRODUCT OWNERSHIP REGISTERING A PERPETUAL LICENSE PRODUCT IDENTIFYING PRODUCT VERSIONS SEARCHING FOR A SKU FINDING PRODUCT SKUS BY REGION PLACING AN ORDER FOR A PERPETUAL LICENSE ESD PLACING A PERPETUAL LICENSE STE ORDER CREATING A MEMO PLACING A STE SUBSCRIPTION ORDER SCHEDULING A VIRTUAL HOLD CALBACK DIRECT PO: STARTING THE DIRECT PO PROCESS DIRECT PO: SEARCHING FOR A PAYER DIRECT PO: CREATING A NEW PAYER ACCOUNT Page 1 of 43

3 DIRECT PO: PLACING A PO ORDER DIRECT PO: CHECKING FOR A CREDIT CHECK BILLING BLOCK DIRECT PO: ADDING SEATS TO A CURRENT ORDER WITH AN EXISTING PO NUMBER DIRECT PO: ADDING SEATS TO A CURRENT ORDER WITH A REVISED PO NUMBER DIRECT PO: ADDING NEW PRODUCTS TO AN EXISTING PO DIRECT PO: ADDING NEW SEATS TO AN EXISTING PO DOCUMENT FLOW AND BILLING PLAN IN HENDRIX CHANGE A CUSTOMER S SUBSCRIPTION PLAN RESTART A CUSTOMER S SUBSCRIPTION ADD CREDIT DAYS TO A CUSTOMER S SUBSCRIPTION PCI SAVED CART PROCEDURE Page 2 of 43

4 NAVIGATION OVERVIEW Page 3 of 43

5 LOGGING IN AND OUT OF HENDRIX 1. Log in using your LDAP username and your LDAP password. 2. Log out by selecting the appropriate button in the top-right dropdown menu. Page 4 of 43

6 SEARCHING FOR A CUSTOMER S ACCOUNT 1. Use the field provided on the left of the screen to search for a customer s account. It is recommended that an is used since it will quickly narrow the results. 2. Unique identifiers (such as Customer ID, Ext. Ref number, Transaction/Case Number, and Serial Number) are also good ways to search for an account, but most customers will not have this information on hand. Note: Sometimes it is necessary to perform a broad search if the customer has an account that was created with the wrong address. This can be done by selecting the Advanced button next to the fields for Customer Details. Here you can search by physical address and telephone number. Page 5 of 43

7 CREATING A CUSTOMER S ACCOUNT 1. To create a new Adobe account, start by selecting the New Customer button on the top right of the screen. 2. Once the Create Person Wizard window opens you will be able to select the customer s country. Start by typing in part of the country name and then select the country from the dropdown list. 3. After selecting the country, click the Next button. Page 6 of 43

8 4. Once you reach the next screen, begin entering the customer s information into the appropriate fields. After entering the information, select Next. 5. After validating the address, opt-the customer in for offers. Always remember to inform the customer that they will be receiving these s. (See your local trainer or supervisor for information about the current approach for this step.) Once created, click Edit to send a verification . Page 7 of 43

9 CHANGING A CUSTOMER S BILLING ADDRESS 1. Access the customer s profile and select the Edit button next to the customer s profile information. 2. After making adjustments to the customer s address, select the Next button and follow the prompts as they are displayed. If you do not follow all of the prompts, the change may not be saved. Page 8 of 43

10 RESETTING A CUSTOMER S PASSWORD 1. Select the Edit button next to the customer s account information. 2. Select the Rest Password button. This will send an to the customer to set/reset their Adobe password. Page 9 of 43

11 CREATING A QUOTE 1. Select the appropriate store (based on the customer s location) from the Store drop-down menu at the top of the screen. 2. Select the product from the list and then select Add to Cart". 3. Once the product is added to the cart you will be able to select the Create Quote button. 4. Hendrix will ask you to search for the customer s information (via. Adobe id or Customer Id, firstname, lastname) if existing. Otherwise, create a new customer record. 5. Validate the customer s information. This will bring you to the Checkout. Here you can review the quote details and place the quote. Page 10 of 43

12 6. If the quote is sent successfully, Hendrix will display a quote number. Please read this quote number to the customer. CONVERTING A QUOTE TO AN ORDER 1. After accessing the customer s account and pulling up the quote (as demonstrated in number 8), select the Convert to Order button. From here you can continue placing the order. Page 11 of 43

13 FINDING A PRICE QUOTE SENT TO A CUSTOMER 1. After accessing the customer s account, select the Transactions tab. This will display all transactions, including orders and quotes. Page 12 of 43

14 ADDING A CALLBACK REMINDER 1. Select Add a Reminder from the Reminders dropdown menu at the top of the screen. Here you can enter the customer s account and contact information. Remember to provide notes and select a date for Hendrix to remind you. Select Save to save the reminder. 2. Existing reminders can be viewed and edited by selecting See all Reminders from the Reminders dropdown menu. Page 13 of 43

15 IDENTIFYING THE CUSTOMER S ORDER STATUS 1. There are a couple of ways to check the status of an order in Hendrix. The easiest/quickest way to check on the customer s order status is to look for the External Reference Number. Note: Since the screenshots were created using a staged account in the Hendrix Staging environment, no external reference numbers will be displayed. 2. In addition to the External Reference Number, you can see if Hendrix has blocked the order or is displaying an error on the transaction. You can see this by selecting the blue transaction ID from the customer s Transactions tab. In this example you can see that the order has not been processed and Hendrix has placed a block on the transaction. Page 14 of 43

16 PLACING AN ORDER FOR A CREATIVE CLOUD SINGLE APP MEMBERSHIP 1. Start by selecting the appropriate store from the Store drop-down menu and then select the product the customer is purchasing. Once you have added the product to the cart, you can select Create Order. 2. Hendrix will prompt you to verify the customer s information. 3. Once you come to the Payment screen, enter the customer s credit card information into the fields provided and then select Get Payment Token. Copy/Paste the Token Number into the appropriate field. Make sure to enter all payment information before selecting Validate Payment. 4. Read the Terms and Conditions to the customer. This needs to be done verbatim (word-for-word). You may summarize them and answer the customer s questions AFTER you read the Terms verbatim. Select Agree after the customer agrees to the Terms. 5. Review the order information and select Place Order. Page 15 of 43

17 PLACING AN ORDER FOR A CREATIVE CLOUD FOR INDIVIDUALS COMPLETE MEMBERSHIP 1. Follow the same process used to place an order for a CC Single App membership, but instead of selecting a CC Single App, select Creative Cloud Membership from the catalog. Page 16 of 43

18 PLACING AN ORDER FOR A CREATIVE CLOUD FOR TEAMS COMPLETE MEMBERSHIP 1. Follow the same process used to place an order for a CC for Individuals complete membership, but select Creative Cloud for teams instead. 2. The checkout process is very similar, but Hendrix will now ask for the number of seats that the customer is purchasing, and the team name. ADDING SEATS TO A CCT ORDER 1. After you access the customer s account, go to the store and select a CCT product that the customer would like to add seats of to their account. 2. As you go through the checkout steps, Hendrix will notify you that the customer already has a CCT account and will ask if you would like to add seats to it. 3. Select the number of seats and follow the prompts. Page 17 of 43

19 VERIFYING PRODUCT OWNERSHIP 1. Products that have been registered to the customer s account will be displayed in the Products tab. 2. Products can also be found by searching the serial number (if available) in the Customer Search. This is helpful if the customer has the serial number but does not remember which address they registered the product to. 3. If the customer has a product that has not yet been registered then it will not show up here. Page 18 of 43

20 REGISTERING A PERPETUAL LICENSE PRODUCT 1. If the customer has a product that has not yet been registered they need to provide a serial number for registration. 2. After accessing the customer s account, open the Products tab. Here you will Register Product. 3. Here you will enter the customer s serial number and follow the prompts. 4. If the customer s serial number was entered incorrectly, or if the serial number is not valid, Hendrix will display an error. Page 19 of 43

21 IDENTIFYING PRODUCT VERSIONS Sometimes Hendrix will display product versions differently than the product name. For example: Photoshop CS4 may display in Hendrix as Photoshop 11. Use the Perpetual License Version Numbers job aid found in the Learning Resource Center. SEARCHING FOR A SKU CS6 products (and some other perpetual licenses) are not displayed in the regular Hendrix store. These must be accessed by performing a manual search, or by entering a SKU. 1. Start by selecting the Advanced button in the store. 2. For this part we will be using the Product button rather than SKU. 3. Begin entering the desired product information and then select Search. 4. Hendrix will display the results from your search. Page 20 of 43

22 FINDING PRODUCT SKUS BY REGION Using SKUs from the SKU List is generally faster than going through the steps in number Select the appropriate SKU from the list provided on the LRC. Copy/Past the SKU into the field on the Advanced product search. Select Search and add the desired product to the cart. Page 21 of 43

23 PLACING AN ORDER FOR A PERPETUAL LICENSE ESD 1. Select the product and add it to the cart (see numbers 24 and 25) and then select Create Order. 2. Follow the verification prompts and enter the customer s payment information into the appropriate fields. 3. Place the order after reviewing the order information. (Note: Terms and Conditions are not displayed for perpetual licenses. PLACING A PERPETUAL LICENSE STE ORDER 1. Pull up the customer s account and go to the appropriate EDU store in Hendrix. Select the Advanced button to go to the SKU search (As demonstrated in number 24). 2. Select the appropriate SKU form the SKU List job aid on the LRC and copy/paste the SKU into the SKU search. 3. Continue to checkout. Page 22 of 43

24 CREATING A MEMO 1. Access the customer s account and look under the Memos tab and select Add Memo. 2. Select the memo type and write the memo. Select Add Memo to save. Page 23 of 43

25 PLACING A STE SUBSCRIPTION ORDER 1. After accessing the customer s account, open the appropriate EDU store and select the desired STE product. 2. Follow the verification prompts and proceed to checkout. SCHEDULING A VIRTUAL HOLD CALBACK 1. Select the Hendrix Callback Scheduler form the Tools drop-down menu. 2. Here you can queue times. If a queue has a wait time longer than two minutes, select the blue button associated with the queue you want to transfer the customer to. Page 24 of 43

26 DIRECT PO: STARTING THE DIRECT PO PROCESS 1. A CCT subscription paid by direct PO must be paid upfront; monthly billing is not an option. 2. Once you reach the Payment section you will have the option to enter credit card information or select Purchase Order. 3. Once you are on the Purchase Order option, you will be able to enter a PO Number. This number can be one that the customer provides, or it can be created by the agent. 4. Selecting Validate Payment will bring you to the Payer Search screen. Page 25 of 43

27 DIRECT PO: SEARCHING FOR A PAYER If the payer (your customer or the customer s company) has already used PO as a payment in Hendrix, then you can search for their existing Payer account. Note: Payer ID refrers to an ID number and is not the Payer s Adobe ID/ . This is a quick way to pull up the Payer details if the customer can provide this informaiton. Note: Company Name must be entered if searching by address. Page 26 of 43

28 DIRECT PO: CREATING A NEW PAYER ACCOUNT If the Payer has not used a PO as payment through Hendrix, a Payer Account will need to be created. 1. Select New Payer 2. Fill out the Payer information fields. (Required fields are indicated by the following symbol: *) 3. After the Payer information has been entered, select Validate Address at the bottom of the screen Page 27 of 43

29 4. The next page will have you choose an address to use. Simply pick the one that is most accurate. 5. If successful, you will see a green notification at the top of your screen. 6. From here, you can select Apply to continue with the order. Page 28 of 43

30 DIRECT PO: PLACING A PO ORDER 1. After selecting a Payer (See previous steps) you will be able to view the T&C page. 2. After reading the Terms and Conditions to the customer, please select either Accept or check the box that says I have read the Creative Cloud Team terms and conditions to the customer and received verbal agreement. 3. Enter the Team Name into the appropriate field. 4. Select Place Order to complete the transaction. Page 29 of 43

31 DIRECT PO: CHECKING FOR A CREDIT CHECK BILLING BLOCK 1. Select the PO from the customer s Transactions tab. 2. Any blocks on orders will be displayed in the top right. DIRECT PO: ADDING SEATS TO A CURRENT ORDER WITH AN EXISTING PO NUMBER 1. Select the PO agreement from the customer s Products tab. 2. Select Add Seats DIRECT PO: ADDING SEATS TO A CURRENT ORDER WITH A REVISED PO NUMBER 1. Go to the appropriate Hendrix store and select the product that you would like to add to the existing PO. 2. Select Create Order and follow the Hendrix prompts validating the customer s information. 3. An error message will appear letting you know that the customer has an existing PO. 4. There will be a box on the bottom right of the screen that you can select to change the PO number. 5. Select the Add Seats button to complete the transaction. Page 30 of 43

32 DIRECT PO: ADDING NEW PRODUCTS TO AN EXISTING PO 1. Go to the appropriate Hendrix store and select the product that you would like to add to the existing PO. 2. Select Create Order and follow the Hendrix prompts validating the customer s information. 3. An error message will appear letting you know that the customer has an existing PO. On this page there will be a button that lets you add the product to the existing PO. DIRECT PO: ADDING NEW SEATS TO AN EXISTING PO 1. Go to the appropriate Hendrix store and select the product that you would like to add to the existing PO. 2. Select Create Order and follow the Hendrix prompts validating the customer s information. 3. An error message will appear letting you know that the customer has an existing PO. 4. There will be a box on the bottom right of the screen that you can select to change the PO number. 5. Select the Add Seats button to complete the transaction. Page 31 of 43

33 DOCUMENT FLOW AND BILLING PLAN IN HENDRIX What is Document Flow? The Document Flow tab in Hendrix displays invoices to the customer and receipts for transactions paid against those invoices. This tab will show you the amount that the customer was charged, the date that the payment was received, and a copy of the receipt for the payment. To find the Document Flow: 1. Search for the customer s account. 2. Under Transactions tab, click Transaction Id. 3. Click transaction details. Date: The date the customer s credit card was charged. Amount: The amount charged to the customer s credit card. CC Type: The type of credit card used (Visa, AmEx, Mastercard, etc). Number/Open Invoice: This is a copy of the receipt that the customer received for the charge. Description: The SKU description of the product the customer purchased. Page 32 of 43

34 What is Billing Plan/Billing History? The Billing Plan tab in Hendrix provides information on past and future transactions. This tab will show you when the customer will be charged and when they have been charged. You will also be able to see the amount of the charge, the date of the charge, and if past charges have been fully processed. Billing Date: The date when the customer was charged or will be charged. Order Value: The amount the customer was charged or will be chared. Status: The status of the transaction, such as Completely Procesed or Not Yet Processed, for example. Order No: The order number of the original memberhsip order. Settlement From/To: Period for which the charge is being applied. Page 33 of 43

35 History Tab How can a Direct Sales Agent use the History tab? Here s an example. Let s say a customer calls to renew their Creative Cloud subscription. This can be confusing since the Creative Cloud is usually set for automatic renewal. The agent should look at the customer s document history and billing history to collect some information: 1. Pull up the customer s account 2. Select the appropriate transaction from the customer s Transaction tab 3. Select Document Flow and review the Billing Plan for the order. If the Billing Plan says that the customer s card will be charged again in the future, then explain to the customer that their subscription will automatically renew. If the Billing Plan says that the subscription was cancelled, or will not charge the customer in the future, then place a new order for the subscription. Page 34 of 43

36 CHANGE A CUSTOMER S SUBSCRIPTION PLAN 1. Search for the customer s account. 2. Select the reason for changing the customer s subscription plan. 3. Click the Plan Options tab and select the new plan. Page 35 of 43

37 4. Click the Preview & Confirm tab. 5. Review the details with the customer to confirm accuracy. 6. Click the Change button. Page 36 of 43

38 RESTART A CUSTOMER S SUBSCRIPTION This procedure is used for customers whose subscriptions have been placed in Stopped status. 1. Search for the customer s subscription. Confirm that the status reads Stopped. 2. Click the Restart Subscription button. 3. Click Yes to confirm. Page 37 of 43

39 4. Confirm that the customer s subscription status has changed to Active. Page 38 of 43

40 ADD CREDIT DAYS TO A CUSTOMER S SUBSCRIPTION 1. Search for the customer s subscription. 2. Click Add Credit Days. 3. Under the Credit Days tab, select the reason for the credit days and the number of days to add. Page 39 of 43

41 PCI SAVED CART PROCEDURE Note: This procedure is used only by the Inbound phone sales team supporting Creative Cloud for individuals customers in Southeast Asia (Singapore, Indonesia, Thailand, Philippines, Malaysia), Hong Kong, and India. The sales team is based out of the Noida call center. 1. Open the Digital River (DR) Store from Hendrix. This will direct you to the Product Catalogue page. Page 40 of 43

42 2. Select a product and click Buy Now. This will direct you to the Shopping Cart. 3. Click Request Order. This will route you to the Create Order page. 4. On the Create Order page, input the customer information where indicated and click Continue. Page 41 of 43

43 5. Verify the accuracy of the information on the Review Order page and click Continue to confirm the order. Page 42 of 43

44 6. The customer will receive an with a link to complete the purchase. Wait on the line with the customer until they complete the transaction. If the customer does not wish to remain on the line with you, inform the customer that the saved cart remains valid for three days, with a reminder sent to the customer on the second day. Once the customer places the order through the link, he or she will receive an order confirmation via . Page 43 of 43