Salesforce
The following article will provide you with important information regarding Salesforce, let's start with accessing Webserve.
Accessing Webserve
1. In Salesforce, click on the "Agent Tools" at the bottom of the screen.
2. Click On "All Tools"
3. Click on "Webserve" (Auto Debit)
4. Click on "SSO"
5. Click on "Taxpayer Info"
6. Click on "Email Address"
7. Enter Customer's Email Address and Click on "Search"
How to Lookup EFE
1. In Salesforce, click on the "Lookup EFE" option.
2. Select the Tax Year and Then Click On "Lookup"
3. Select the Form Type (IRS or State) and Click on "Details"
4. Complete Level 2 Verification Before Providing Any EFE Details (i.e Return Status, DCN ID, Last 4 of Routing/Account Numbers)
5. If the Customers Return Was Rejected, Details and Potential Steps to Resolvecan be Shared now.
Order Search
An auth ID is connected to the case
1. Select the Customer Info tab (displayed as the customer’s name)
2. Select "View Order"
3. Select "Refresh"
4. Under "Completed Orders", Select the Order Number
An auth ID isn't connected to the case
1. Select the Salesforce tools dropdown, then select "Order Search"
2. Enter the Customer’s Last Name and Zip Code, then Select "Search"
Note: If you can’t find the order, use other searches instead of the default
3. Select the Completed Order for the Right Person
Note: If you can’t find the order this way, reach out to Tier 2
Closing a Case
Welcome. Below you can find the steps you need to follow in order to close a case in Salesforce.
1. In Salesforce, click on "Create new"… (under Case Actions > Update Case)
2. Click on the "Status" Dropdown Menu
3. Select the "Closed" Status Option
4. Click on the "Product" Dropdown Menu and Select the product the customer is using
5. Click on the "Segment" Dropdown Menu
IMPORTANT: US- Product Support is the only selections GBAs will ever choose.
6. Click on the "Category" Dropdown menu and select the one that best matches the reason for the call
7. Click on "Sub Category" and select the specific contact topic
NOTE: These topics change depending on the option selected for "Category")
12. Click on the "Save" Button
13. Once the case is saved, a green pop-up box will appear stating the case was saved.
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