[Cases]
- Sandra Hoem
Quick access to headers on the page
: Case Types in the myGlamox Customer Portal
Case Status Reflection in Salesforce and myGlamox Customer Portal
When to set the Different Statuses
This main page displays all the cases related to the account that the customer has created in the portal.
Case types in the myGlamox Customer Portal
Type in Salesforce | Type in myGlamox Customer Portal |
|---|---|
Order Handling - Change | Change Request |
Claim Case | Claim Case |
Order Case | Order Case |
Quotation | Quotation |
Status Reflection Salesforce And Portal (27th January 2025)
The case status in Salesforce may be phrased differently in the customer portal to align with the customer’s perspective. Below are tables that show the different case statuses and how they are presented in the portal.
Claims
Status in Salesforce | Status in Portal |
|---|---|
New | In Progress |
In Progress | In Progress |
Waiting for Feedback | Awaiting Feedback |
Waiting for technical Feedback | Awaiting Feedback |
Response Received | In Progress |
Awaiting Approval | In Progress |
Approved | In Progress |
Replacement Order Issued | In Progress |
Replacemend Order Deliveres | In Progress |
Closed: Completed || Duplicated || Rejected | Closed |
Change Request
Status in Salesforce | Status in Portal |
|---|---|
New | In Progress |
In Progress | In Progress |
Waiting for Feedback | Awaiting Feedback |
Awaiting Internal | In Progress |
Response Received | In Progress |
Closed: Completed || Duplicated || Rejected | Closed |
Change Order
Status in Salesforce | Status in Portal |
|---|---|
New | In Progress |
In Progress | In Progress |
Waiting for Feedback | Awaiting Feedback |
Awaiting Internal | In Progress |
Response Received | In Progress |
Closed: Completed || Duplicated || Rejected | Closed |
Quotation
Status in Salesforce | Status in Portal |
|---|---|
New | In Progress |
In Progress | In Progress |
Waiting for Feedback | Awaiting Feedback |
Awaiting Internal | In Progress |
Response Received | In Progress |
Closed: Completed || Duplicated || Rejected | Closed |
How to Set Status in Salesforce
The status highlighted in the red square represents the case’s active status, not the progress bar. Click the "Mark as Current Status" button in the green square to as Current Status. Make sure the active status matches the progress bar status.
Closed Stage
When setting the Status to 'Closed,' a pop-up window will prompt the user to select a specific closure stage. The user can choose from three options: Completed, Duplicated, or Rejected. Each option helps categorize the closure based on the reason for ending the task or process:
Completed: The task has been successfully finished.
Duplicated: The task is a duplicate of another existing item.
Rejected: The task or process is not accepted or will not proceed."
When to Set the Different Statuses in Salesforce
Automatic vs. Manual Status Changes
This Table is a work in progress and will be continuously updated as development advances.
Status Change | Manual or Automatic? | Action Required |
|---|---|---|
Quotes |
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Quote Status: Draft | Automatic | Automatically set when a customer requests a quote |
Quote Status: Sent | Manual (Seller) | Seller must update when sending the quote |
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Case status |
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Case Status: In Progress | Manual (Seller) | Seller updates when Case is in the works. |
Case Status: Waiting for Feedback | Automatic after quote sent; Manual after communication | Automatically updated when a quote is sent. Manually updated by the seller after replying to the customer |
Case Status: Awaiting Internal | Manual (Seller) | Seller updates when waiting for input from other departments |
Case Status: Response Received | Automatic | Updated when the customer sends feedback or message |
Case Status: Closed | Manual (Seller) | Seller closes the case once the order is completed |
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Order Case |
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Order Status: In Progress | Automatic | Automatically updated when an order is placed |
Order Status: Accepted | Automatic | Automatically updated when the customer places the order |
Order Status: Completed | Manual (Warehouse/Seller) | Updated by warehouse or seller upon delivery confirmation |
Claim handling
Cause of Product Defects
It is important for the customer to select the correct cause of the claim to ensure it is routed to the right person.
Commercial cause can also be a mistake from the seller. The Case ca nbe sent to the seller.
A technical cause needs to be inspected by production.
A logistics cause needs to be inspected by the logistics team.
Note to Glamox
Case notes and description from the myGlamox portal are shown under “Description information” in Salesforce.