This lets you add and manage service/installment agreements on web order/sales transactions. When a contract with an agreement is added to a transaction, associates can:
See that one or more service/installment agreements are present on the transaction, and be alerted when action is required (skip, sign, or verbal acknowledgement).
Capture signatures or initials when required without a client-based peripheral.
View and email completed agreement documents during order assembly.
Access agreements within the Document Storage web module.
Notes:
For contracts with service agreements, this only applies when the contract is added at the service-level. Installment agreements can be added at the service- or account-level.
The following sections take you through the steps for managing service/installment agreements on a transaction. The steps may vary slightly depending upon starting block configuration.
The scenario described here is based on using a starting block configured to start a sale transaction which includes the Summary page. This page is not included in transactions where the starting block is configured to start as an order. The underlying functionality for managing agreements is the same. The only difference is where in the process you see this functionality. This scenario also uses a starting block set up with a register/location and support for emailing transaction documents.
Indicating the Presence of a Service/Installment Agreement
When you add one or more contracts with service or installment agreements to a transaction, those contracts are marked with a paper clip with hover text in three places during transaction assembly:
On adding the contract or serialized retail product – the hover text indicates the item has a contract or retail product with an agreement.
By expanding Account Level or Service Level Items in the transaction details (left) panel.
By viewing the contract/installment plan details in the right panel.
Indicating Action Required for an Agreement
If the transaction has one or more contracts with service/installment agreements and uses a starting block set up for a cart/sale, clicking Review takes you to the Summary page where you can manage the agreements. It lets you know there are agreements that require action before you complete the transaction. It shows you the total number of agreements and the number of agreements where the required action has been completed. For example, below the transaction has five agreements and none have been completed (0/5). It also provides an Actions button to proceed to the steps for completing the agreements.
Note:
The section formerly labeled as Cart Summary is now labeled Retail Summary. This is where any retail items will be listed.
For cart/sale transactions with this Summary page you can choose to deal with the agreements here or defer until after you proceed to checkout. This scenario shows deferring managing agreements until after checkout. On clicking Proceed to Checkout, the tendering page provides another opportunity to manage agreements.
Note:
From this point, functionality for managing agreements is essentially the same for cart/sale or order transactions.
On this page, if the starting block is set up with a register, the tab formerly labeled as SUMMARY is now split into two tabs: BILLING and RETAIL. The RETAIL tab lists all retail items included in the transaction (if present) and a total cost. The BILLING tab provides a list of the actions being taken on the transaction (Adding, Updating, Disconnecting, etc), MRC and One-Time charges, estimated amount to be included in the next invoice. And the BILLING tab has the same functionality related to agreements as the previous (Summary) page.
Note:
If the starting block is not set up with a register, the BILLING tab simply replaces the SUMMARY tab.
If you leave the BILLING tab without completing all agreements, the red dot will warn you that you MUST return to the BILLING tab to complete those agreements.
Managing Agreements
The Actions drop-down menu provides an option to complete the agreement(s).
Note:
Options for emailing and viewing documents may also be available at this time, depending on the transaction content. In this case, the email and view options are available but only apply to the network receipt on the transaction by virtue of the retail products included in the transaction. Email and view only apply to contract service agreements once they’re completed, and their respective documents have been generated. Also, the email option is only available if the starting block is set up to permit emailing.
Completing Agreements
Choosing Complete Agreements displays a page that lists all agreements on the transaction. The Status column in each row shows you whether the associated agreement’s action has been addressed (Complete) or not (Incomplete). The Action column provides a drop-down menu for selecting an action. You can also use the Select action for all drop-down menu to select the same action for all agreements and then make adjustments to individual agreements as needed.
Note:
The Skip and Verbal options below can be restricted through order field configuration. See Setup.
None – Take no action. This lets you address some agreements at this time and defer others until later. For example, you can capture signatures on one agreement, email to the customer for review, and then pause the transaction to wait for a response from the customer. The agreement status will remain incomplete, and you will not be permitted to complete the transaction until the other agreements have been addressed.
Sign – Capture required signatures (per the agreement’s design).
Skip – Complete agreement without signatures or verbal acknowledgement.
Verbal – Read terms to the customer and get verbal acknowledgement.
Note:
If the transaction has multiple instances of the same agreement with the Sign option selected, they would normally be grouped together in the subsequent signing dialog and be signed in bulk; however, you can use the check box below the listed agreements to sign each agreement individually. This check box is only available when you choose to sign two or more agreements that are the same.
Clicking Next starts the dialog for completing agreements. It lists required steps per the action you selected for each agreement. Below shows four steps are required.
If you choose to skip one or more agreements, the first step shows you those agreements. Clicking Agree and Continue skips all the listed agreements.
If you choose the Verbal option for one or more agreements, you’ll be presented with the terms and conditions to read to the customer. Click Agree and Continue to confirm the terms have been read and agreed to by the customer.
Note:
If there are multiple instances of the same agreement on the order, they are grouped and verbally acknowledged together, so each Agree and Continue step will bulk acknowledge all agreements that are the same.
If you choose to sign one or more agreements, you’ll be presented with a dialog that will require you to initial and/or sign off on terms as dictated by the agreement. Click inside the respective boxes and use the cursor to initial or sign. You can clear a box if you’re not satisfied with the signature.
Note:
Below shows two instances of the agreement FR 3412 Service Agreement being signed in one step (not individually).
The Agree and Continue button transitions to Agree and Finish once you finished all required steps and successfully completed all agreements.
Below the indicator for number of agreements/agreements completed shows 5 of 5 agreements completed. On completing one or more agreements, the view and email options in the Actions menu will apply to all completed agreements as well as transaction receipt (if applicable).
Note:
The email option is only available if the starting block is set up to permit emailing.
Viewing Documents
The View Documents option lets you view agreement documents and the transaction receipt (when applicable).
Note:
Agreements must be completed before they’re available to be viewed. This option will not be available if the transaction has no completed agreements or a receipt.
Use the dialog to select which agreements to view and whether to include the transaction receipt when applicable. Only completed agreements are listed. Options below the agreements list facilitate selecting/unselecting all agreement documents.
Clicking OK presents each selected document (and receipt if applicable) on a separate tab.
Emailing Agreements
The Email Documents option is available when the starting block is set up to support emailing agreement documents and transaction receipt (when applicable). It displays a dialog for selecting which documents to email. Note: Only completed documents are listed. Options below the agreements list facilitate selecting/unselecting all documents.
Clicking Email displays a dialog for specifying the destination email address.
Note:
If the starting block is set up to Prompt for Email Upon Submit, the Email Transaction Documents page will be displayed if you attempt to submit the transaction without emailing completed documents.