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1. HELPDESK TICKET Processing time 00 03 28 Ticket ID 157 Subject Details Attachment File upload Type Order see Order ee Callback urgent Complaint 2001 2005 waw ebitonline cam Figure 11 Select ticket type Enter subject and details of the helpdesk ticket in the dialog window Miscellaneous unless it 1s already preset see 5 1 Possible Ticket Types and Forms of Payment Save the order with clicking on Save Depending on the settings of the ticket type a help desk and or an order ticket is created and the relevant ticket flow is being processed ac cording to the predefined setting Note Such a process could make sense for example when the order cannot be processed or taken up at the moment and would have to be completed with a callback 5 1 Possible Ticket Types and Forms of Payment You can activate possible ticket types and make the necessary settings in the menu SYSTEM menu item MASTER DATA ORDER TAKING Here you define which ticket flows should be displayed in the order taking process eBIT g ebit e business amp IT EntwicklungsGmbH 16 20 AGILIA Contact Order Taking Possible ticket types 4 PR woe Callback Default ticket subject fF O Ticket status Temporarily open CH Default ticket text Default ticket subject E Ticket status Temporarily open v 4 Default ticket text Ticket type Complaint Default ticket subject Po Ticket status
2. ebit e business amp IT EntwicklungsGmbH 11 20 AGILIA Contact Order Taking 4 3 Payment Close Type Order Profile data Address data Payment Products D Miscellaneous Profile search Cash on delivery COD Credit card Credit card type select Number Valid until month year Ly Fi LC Owner Direct debit ABA code Bank name Existing bank details Account number Owner Figure 7 Order taking Payment Select the appropriate form of payment and enter credit card or bank account details in the corresponding mask if required see 5 1 Possible Ticket Types and Forms of Payment Note You can define the settings of the payment in the menu SYSTEM in MASTER DATA Or der taking eBIT E ebit e business amp IT EntwicklungsGmbH 12 20 AGILIA Contact Order Taking 4 4 Products Profile data ES Address data Payment W Products Miscellaneous Profile search 1 Tagen Article name Price Buy 000003 3 o00001a oo0001b 0000002 Belt T Shirt T Shirt White 12 00 12 00 12 00 Shopping cart items Sum of article prices Mailing expenses KI 2 T Shirt Trousers long h WO N 24 00 W T Shirt White Trousers long 5 Upselling articles 000003 Belt 12 00 o00001a T Shirt 12 00 Figure 8 Order taking Products You can display the products in alphabetical segments or all at once Click on the order takin
3. Temporarily open v Complete ticket Default ticket text Create order ticket Possible payment types Complete ticket Create order ticket Tickete allback urgent type Complete ticket uE CE mm Create order ticket Iw Cash on delivery COD Iw Direct debit Possible credit cards American Express Carte Blanche Dimmer e Club Discover enRoute JCB Master Card VISA S CIT CI CIS CI Figure 12 Possible ticket types and forms of payment Activate the ticket type to be able to select it later in the order taking process 5 With the option Complete ticket you define that the created helpdesk ticket is com pleted in your message inbox as soon the ticket status is changed from Temporarily open to Open 6 You can enter a default ticket subject and a default ticket text if necessary Those de fault values can be overwritten in the actual ticket Select the ticket status open temporarily open You can choose the credit cards and possible payment types which should be avail able in the order taking process eBIT BW ebit e business amp IT EntwicklungsGmbH 17 20 AGILIA Contact Order Taking 6 Edit Order For every created order there is automatically created an order ticket in the history of the profile Histor Search the relevant profile and click on Soe Now you see the summary of all tickets for this profile Open the relevant order ticket HISTORY
4. Only in upselling list Figure 2 Create new article The internal number for the article is automatically generated by the system Enter an article number This is a required field In case you create a version of this article the number will be automatically created Enter a name for the article This is a required field You can add details comment for the new article Define in which unit kg m the article is sold NO OF BP Ga NM If necessary you can assign the article to one or more article groups Click on the dot button l l of the field Article groups and select the desired article group in the new window Note Before you are able to assign articles to article groups you have to create article groups in the menu ORDER TAKING menu item ARTICLE GROUP NEW ARTICLE GROUP 8 Enter a net and gross sales price for the article The field gross sales price is a re quired field 9 Select the tax class Note You can define the settings of the tax classes in the menu SYSTEM in MASTER DATA Tax rates 10 Enter a value for the mailing expenses This is a required field eBIT 8 ebit e business amp IT EntwicklungsGmbH 5 20 AGILIA Contact Order Taking 11 The field Base price is describing the base price of the article per quantity e g 1 per 1 kg 12 The field Quantity is describing the quantity for which the base price is applying e g 1 per 1 kg 13 When you activate the che
5. EBIT GmbH a Li INFO TICKET w REMINDER w e WORD DOCUMENT w i OUTBOUND TICKET a PARTICIPATION TICKET M INFORMATION MATERIAL jw OPPORTUNITY w ORDER TICKET I COMPLAINT TICKET w RETURN TICKET w HELFOESK TICKET w CONTACT TICKET i 3 Ticket type desc Ticket type asc 30 10 2005 17 12 Status Open Ei Created by Schwendtner Gerry 10 30 2005 5 12 PM Changed by Schwendtner Gerry 10 30 2005 5 12 PM Status Open Customer EBIT GmbH Contact person Harald Kiss Billing address 4020 Linz Schillerstrafie 1 attn Kiss Harald Delivery address 4020 Linz Schillerstrafie 1 attn Kiss Harald Method of payment Cash advance payment Ordered articles Art Nr Name Dreis Menge Summe Figure 13 Order ticket Noz yov see the details created by status customer and the ordered articles Click on to open the order taking process once again see 4 Order Taking You have the possibility to make changes e g reduce or add articles change address and save them You can even cancel the whole order by clicking on Pea eBIT g ebit e business amp IT EntwicklungsGmbH 18 20 AGILIA Contact Order Taking 7 Reports 7 1 Order Statistic ORDER STATISTIC Date from T 1o so 2o0s 12 00 to created by I Figure 14 Order statistic Start report Enter the relevant dates and select the user s who have created taken up the order With you Start the report Order statistic Report statu
6. has already been filled out if you ac cess the order taking dialog directly from the profile 4 You have the possibility to enter a new phone cell phone and fax number as well as a new e mail address or you can change existing data when accessing the order taking directly form a profile Note It may be the case that cell phone and fax number already appear if you access the order taking dialog directly from the profile EBIT ebit e business amp IT EntwicklungsGmbH 10 20 AGILIA Contact Order Taking 4 2 Address Data Close Profile data Address data Payment Products KH Miscellaneous Profile search e Delivery address Existing lt select gt attn Street Affix House number Floor Unit Apt Zip code fa L L City Area Po Country D Different billing address 3 Type Order Figure 6 Order taking Address data 1 Select in case it already exists a delivery address from the list Note A delivery address will be available if you select and access the order taking proc ess directly from a profile or if you have search this profile before in the dialog PROFILE SEARCH 2 Enter the address details the fields Street Zip code and City are required fields 3 If necessary you can select a different billing address which is not the same as the de livery address If you click the button you will receive new address fields below eBIT E
7. AGILIA User Manual CONTACT Order Taking A CN F 03 11 2005 BIT AGILIA Contact Order Taking Welcome Thank you for purchasing AGILIA software This user manual will introduce you to the most important functions of AGILIA in a quick and efficient way This part of the manual describes the handling of the module Contact Order Taking Please read the following manual thoroughly Should you have questions nevertheless please do not hesitate and contact our support support ebit at 43 732 602232 50 In reference to our products we provide trainings In case of interest we willingly send you a detailed description of our trainings Do you have any questions Send us an e mail at office ebitonline com or call us at 43 732 602232 Note The views of the displayed menus menu items and screenshots may possibly differ from your actual screen view depending on your individual settings your rights in AGILIA and on the modules you have purchased ebit e business amp IT EntwicklungsGmbH schillerstr 1 4020 Linz Austria call 43 732 602232 fax 43 732 602232 5555 email office ebitonline com surf www ebitonline com All rights reserved This manual and its parts are copyrighted No part of this document may be reproduced stored in or introduced into a retrieval system or transmitted in any form or by any means electronic mechanical photocopying recording or otherwise or for any purpose without the prio
8. SK in the questionnaire of the project the symbol Project outbound Follow up calls handled by at Comment Edit profile in Dynabase History Note The administration of the rights to see certain icons can be changed in the menu SYSTEM menu item GROUP EDIT MENU RIGHTS Independent of how you access the order taking dialog always the same dialog will be opened in a new window The parts of this order taking dialog are described in the follow ing chapters How to finish and save the order taking read in chapter 5 Save Order eBIT g ebit e business amp IT EntwicklungsGmbH 9 20 AGILIA Contact Order Taking 4 1 Profile Data Close Type Order GC Profile data E Address data Payment Products a Miscellaneous Profile search Internal number Customer number _ M Title select SU Company Academic Hier JE Job el a Title 3 Company 2 Legal form _ Lan Phone new a3 J E JMW Cell phone new k3 VC I 4 Fax new k3 J ji IEC E mailmews o Type Figure 5 Order taking Profile data Enter a customer number if necessary 2 Enter the relevant data of the profile The fields Title and Last name are required fields Note It may be the case that some profile data has already been filled out if you access the order taking dialog directly from the profile 3 Enter company details if necessary Note It may be the case that some company data
9. bit e business amp IT EntwicklungsGmbH 3 20 AGILIA Contact Order Taking 1 General Information Order taking is part of the module Contact of AGILIA You can create new articles and article groups with it take someone s orders and conduct reports concerning the sales suc cess In this part of the user manual you will find the description of the parts that deal with or der taking article administration and the corresponding reports in AGILIA Where Do Find the Menu Item Order Taking In AGILIA you find the menu ORDER TAKING Here you have the choice between follow ing menu items ARTICLE ARTICLE GROUP REPORTS and ORDER TAKING MENU Dynabase Campaign Order taking Time tracking System ORDER TAKING Arti Article group ing lt LA gt gt gt New artie Figure 1 Menu order taking eBIT E ebit e business amp IT EntwicklungsGmbH 4 20 AGILIA Contact Order Taking 2 Create and Administer Articles Here you learn how to create a new article and how to administer or edit the articles later on 2 1 Create New Article In the menu ORDER TAKING click on the menu item ARTICLE NEW ARTICLE ARTICLE 6 5 Internal number 4 Article number Version 0 3 Article name Details 5 Unit we 6 Article groups u Net sales price 8 Gross sales price TD 8 Tax class Mailing expenses TD 40 Base price 4 Quantity Ek Exclude from reports active V 15
10. can assign this version to another article if necessary Save the version and all changes are confirmed eBIT E ebit e business amp IT EntwicklungsGmbH 6 20 AGILIA Contact Order Taking 2 3 Edit and Administer Articles and Versions In the menu ORDER TAKING menu item ARTICLE and you can search articles and edit them Click on to see the details of the relevant article or version and to edit them Now you can set in the field Main article and in the field Upselling articles which ar ticles or versions should be defined as main or upselling article In case you want to delete an article or version from your product line click on Delete eBIT E ebit e business amp IT EntwicklungsGmbH 7120 AGILIA Contact Order Taking 3 Article Group Here you learn how to create new article groups and how to administer and edit them later 3 1 Create New Article Group In the menu ORDER TAKING click on the menu item ARTICLE GROUP NEW ARTICLE GROUP Hil ARTICLE GROUP 1 0 Article group name Details Show priority v5 Superior article group Figure 4 Create new article group Enter a name for the new article group This is a required field You can add details comment for the article group The field Show priority is describing the sequence of display of the different article groups Note In the current version of AGILIA is this field without any function 4 You
11. can create a hierarchy in the field Superior article groups Click on the dot but ton to get to the selection of article groups 5 With the checkbox active you define the status active inactive of the article group Click on to activate the settings You have successfully created a new article group 3 2 Edit and Administer Article Group In the menu ORDER TAKING menu item ARTICLE GROUP and you can search article groups and edit them Click on to see the details of the relevant article groups and to edit them In case you want to delete an article group from your product line click on Delete eBIT E ebit e business amp IT EntwicklungsGmbH 8 20 AGILIA Contact Order Taking 4 Order Taking There are several ways to take up an order in AGILIA 1 In the icon box in the upper left part of the screen Order Inbox Outbound action Outbox Gi Ticket Calenda 2 In Dynabase directly in the profile the symbol H COMPANY EBIT GmbH 18018 HISTORY ell al CONTACT PERSON 1 2 Schwendtner 50 S CONTACT PERSON 2 2 Harald Kiss 50 PHONE 1 1 43 732 602232 50 Note The relevant data of the profile are transferred to the ticket automatically If neces sary they can be over written A Inthe menu ORDER TAKING menu item ORDER TAKING MENU Dynabase Campaign Order taking Contact ORDER TAKING Article Article group Reports White pages 4 Inthe menu CONTACT menu item CONTACT DE
12. ckbox Exclude from reports you define that this article is not considered in the sales statistic 14 When you activate the checkbox Only in upselling list you define that this article in only appearing as upselling article in the order taking dialog Note In order to define an article as upselling or main article you have to save the arti cle and then the relevant fields are available 15 With the checkbox active you define whether this article is active or inactive Click on to activate the settings You have successfully created a new article 2 2 Create Versions In the menu ORDER TAKING click on the menu item ARTICLE and you receive the list of available articles OF a Article no a Article no a Article no v Go O ARTICLE o00001a T Shirt 6 E VERSION o0000ic T Shirt Red 8 Ed VERSION ooo00id T Shirt Black 9 CT VERSION oo0001e T Shirt Green 13 Ol VERSION T ARTICLE 000001b T Shirt White CT VERSION i ARTICLE 0000002 Trousers long ol VERSION Figure 3 Create new version Search the relevant article click on the button and a new version of this article will be automatically created To change the settings of the new version open the version by clicking on 7 The same dialog as when creating a new article is opened however it is already filled out Here you can make the required changes and define the final settings With the button Version assignment you
13. g icon a to add a product to the shopping cart You can see all versions of a product with a click on You see the added articles with article and total price including mailing expenses in the shopping cart You can rise or reduce the number of precuts with the buttons OO If upselling products are defined for a certain product they will appear automatically when adding this product to the shopping cart Note You can define the settings for upselling articles in the menu ORDER TAKING menu item ARTICLE eBIT E ebit e business amp IT EntwicklungsGmbH 13 20 AGILIA Contact Order Taking 4 5 Miscellaneous Close Type Order Profile data is Address data Payment Products Miscellaneous Profile search Order date 10 28 2005 3 15 P Delivery date 10 29 2005 Comment HELPDESK TICKET Processing time 00 14 25 Ticket ID 155 Subject Details Attachment File upload Figure 9 Order taking Miscellaneous 1 You can change the order or delivery date if necessary and add comments to the or der 2 Youcan create a helpdesk ticket Note If necessary you can also create other tickets ticket flows for the order taking proc ess ep E ebit e business amp IT EntwicklungsGmbH 14120 AGILIA Contact Order Taking 4 6 Profile Search Close Type Order Profile data E Address data Payment Products KN Miscellaneous Profile search ebm laten z code Sau c
14. ode f First name w we ac 4rea code i Internal Street pn Phone Cer Geen cn Customer Number e Extension I atibor 2 Search EBIT GmbH 18018 Harald Kiss Gernot Schwendtner Figure 10 Order taking Profile search 1 You can search for profiles by means of wildcards I f Note Please note the pure search with the wildcard is not allowed in this dialog Enter an exact keyword search term or a keyword in combination with a wildcard 2 Click on to search profiles Note If you want to confirm the search with Enter no search is performed instead the order is saved 3 Click on the desired profile and the data of this profile will automatically be trans ferred to the order taking process N EBIT E ebit e business amp IT EntwicklungsGmbH 15 20 AGILIA Contact Order Taking 5 Save Order When you are saving the order you can select which ticket type you want to use for the order taking process Therefore choose the desired ticket type from the list Note You can define the settings of the ticket types in the menu SYSTEM in MASTER DATA Order taking Note You can create and edit ticket flows in the menu CONTACT PROJECT ADMINISTRATION menu item TICKET FLOW Close Type Order Profile data Address data Payment Products Miscellaneous Profile search Order date 19 30 2005 aan P Delivery date 49 31 2005 Comment
15. r written permission of the ebit e business amp IT EntwicklungsGmbH ebit e business amp IT EntwicklungsGmbH provides no warranty for the correctness of this user manual Modification of the text is reserved ebit e business amp IT EntwicklungsGmbH disclaims any liability for the content or use of this manual The terms agilia ebit and the ebit logo are trademarks of ebit e business amp IT Entwick lungsGmbH eBIT ebit e business amp IT EntwicklungsGmbH 2 20 AGILIA Contact Order Taking Table of Contents 1 GENERAL INFORMATION 0 0 cccccceccececeecececeececeececeececeecececcececeeceseeceeeeeusecneseceeseseeseseeauseeeesesees 4 Where Do Find the Menu Item Order Takmg 4 2 CREATE AND ADMINISTER ARTICLES c cccccceceececeececeecececcececeecececeececeeeeeeeceseseeseeeeceseeeeees 5 SEENEN Ee 5 22 Create Versions EE 6 ZA Edit and Administer Articles and Veraions T A ARTICLE GROUP 2 000 cece KK KN KENNEN ENKER KEEN KENNEN KEEN RK ENR KEREN ENKEN REENEN REENEN ENKEN ENKEN 8 geheekelt eege deeg 8 3 2 Edit and Administer Article E te E 8 4 ORDER TAKING eee en eee eee eee eee ene eee 9 GB WR Cie CA Re ME 10 4 2 Address Data EE 11 A PAVINO E 12 GR WR Ge ele 13 4 5 Miscellaneous EN 14 46 Prole A EE 15 5 SAVE ORDER eege 16 5 1 Possible Ticket Types and Forms of Havment 16 6 EDT ORDER EE 18 T REPORTS ee 19 7 1 Order Stats 19 Sod Of od eege 20 8 1 Order Taking WEE 20 SC Ta A EEN 20 eBIT e
16. s Completed New report Retry 4 a Cen JI mt JI des Report for client AGILIA Created by Schwendtner Gerry Created by Schwendtner Gerry Created on 10 30 2005 5 21 PM Date 10 30 2005 12 00 AM 10 30 2005 5 71 PM User Article name Schwendtner Gerry Belt T Shirt T Shirt White Trousers long Figure 15 Order statistic Report You can make a new report or repeat this report You see the report details In the order statistic you see the sales per user seller and the corresponding details and sums 4 You can copy the report to the clipboard print the report or close the window eBIT 7 ebit e business amp IT EntwicklungsGmbH 19 20 AGILIA Contact Order Taking 8 Master Data 8 1 Order Taking See 5 1 Possible Ticket Types and Forms of Payment 8 2 Tax Rate You can create and define tax rates in AGILIA for the order taking process In the over view you see which tax rates might already exist in AGILIA Note For searching use the wildcards which are commonly used in AGILA mainly To see further details of the tax rates click on here you can change the settings if nec essary To enter a new tax rate into the system select the command TAX RATE NEW TAX RATE in the menu SYSTEM menu item MASTER DATA Tax rate Value lo Status Vv Figure 16 New tax rate You have to enter a name for the new tax rate This is a required field You have to enter a percen
17. tage value in the form 0 xx e g 0 20 for 20 This is a re quired field eBIT E ebit e business amp IT EntwicklungsGmbH 20 20

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