© 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

December 2006 – HP Restricted2

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

December 2006 – HP Restricted3

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

December 2006 – HP Restricted4

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

December 2006 – HP Restricted5

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

December 2006 – HP Restricted6

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

December 2006 – HP Restricted7

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

December 2006 – HP Restricted8

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

December 2006 – HP Restricted9

CCA Basic Navigation

• First step in using the CCA interface is logging in

Login and Password

fields

December 2006 – HP Restricted10

•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

December 2006 – HP Restricted11

CCA Basic Navigation

•CCA agent may choose to change the password associated with the Login ID

December 2006 – HP Restricted12

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

December 2006 – HP Restricted13

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

14 December 2006 – HP Restricted

Find an organization - Search

1. Search for a customer organization

Enter search

term here

Search in: (list)

Search

15 December 2006 – HP Restricted

Find an organization – Search (cont.)

2. Click on the hyperlinked portal account ID to access the organization

December 2006 – HP Restricted16

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

17 December 2006 – HP Restricted

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