CRM Order Task Descriptions and Responsible Teams
20 Task Descriptions both Customer Care & Service Teams: ZCB Zeiss Care BasicZCE Zeiss Care EnhancedZCC Zeiss Care Complete Task Descriptions Customer Care Team: SMA Software Maintenance AgreementNSW New SoftwareNPC New PCEL eLearningSTY Styli & AccessoriesNSP Non-Standard ProductOPTO Optotechnik (Come...
How to Create a new Prospect Account in CRM
You can create a quote from a Prospect Account, but the Prospect must be promoted to a Sold-To before you can submit the quote for an order. You can create a new Prospect Account yourself, or you can ask one of these Team members to create it for you. Dean RutkowskiDaniel LareseAriana LeopardiMichael Nye Go to AccountsChange Search for: to Corpor...
CRM Saved Search - Service Order Status
Use the Filter box in the upper right to narrow the results list to a specific serial no, or company, or PO. Status = Released means the service order has been scheduled. Status = In Process means the service order has not yet been scheduled. External Reference is the PO Number. Installed Base is the IBase number, not the serial number. Click on...
CRM Saved Search - Open & Closed Sales Quotations
Open Sales Quotations - in Draft Status My saved search name: __QUOTES (Open) by ME Click on search square for Partner by Partner Function: Select Sales Representative if you have a sales territory, or select Employee Responsible if you are a helper.Click on the search square for Partner ID. Enter Last Name, First Name, or your U7xxxx number in Use...
CRM Saved Search - TASKS In Verification
How to find Tasks that are In Verification. To take Tasks out of In Verification, add to the notes what was done to correct, change Task status from In Verification to Open, then point Task back to the appropriate Responsible Team. ____TASKS (Orders) In Verificatn for ALL Results List: Pencil: Save.Name your Saved Search.Then Save. ____TASKS (Or...
LOG10 Error - Partner role &L cannot be converted
LOG10 Error in Sales Quotation. Transmission log Partner with the partner role &L cannot be converted (Notification E C( 010) From Sarah Fountinelle: "The &L partner is the license recipient, I noted that is the same contact person, but with a different ID. I confirmed the main contact selected is valid, and I check XD03 in SAP ERP, she is a...
Quoting a 3rd party buyer with a separate end user or ship to party
Create the quotation as normal from within the end user customer account, normally the location and company the CMM is physically located with. Then modify the “Bill To” and “Payer” within the Parties Involved to be the 3rd Party Purchasing company. This is especially critical when the 3rd party is using a credit card to assure the correct tax exem...
CRM - The Compliance Check brought a potential match!
Diagnosis The Compliance Check brought a potential match. Attention: Document is blocked for further processing. Any further activities with the business partners are forbidden unless approved by Export Control Manager! Please contact the Export Control Manager responsible immediately. Company name or contact name was flagged as a possible match on ...
How to lookup SAP ERP sales order, download attachments (Quote, PO) from inside of SAP CRM
From an iBase, go down to General Data and click on First Sales Order: Alternatively, click on Sales Transaction (not the right triangle), click on Sales Orders, then search by sales order number or PO: Scroll down to Items to view Items: To view attachments (quote, PO, etc), scroll down to Transaction History, click on the link to the Sales Order...
Software Trial Licenses
We are able to offer our customers trial software licenses upon request; initial term of 30 days or 60 days. Can be renewed for an additional 30 days for a maximum of 90 days. Typically, the customer wishes to “try-before-you-buy”. One danger/reality is that the customer may not know how to use the particular software and may struggle. With an act...
How to promote a Prospect account to a Sold-To account
You can do this yourself, or you can ask Daniel or Michael to do this for you. You can only have a Prospect promoted to a Sold-To at the time you receive an order, because you must be able to provide a copy of a PO. The exception to this rule is when setting up an account for use in the Webshop. Open the Account which has the “Prospect” Role in CRM...
LOG10 Error - Partner with the partner role AP cannot be converted
LOG10 Error in Sales Quotation. Transmission log Partner with the partner role AP cannot be converted. What this means is the License Recipient and Contact Person in Parties Involved are different, and SAP doesn't like it. Sometimes they can be different, and SAP doesn't care. But if you get this error, it means SAP doesn't like it. Simply edit th...
Saved Search to locate Reminders for Ari
Saved Search to locate Reminders in Bob's, Mike's, Janice's, & Michelle's territories, sort alphabetically, and tag those customers beginning with A-B-C-D and reassign Sales Rep and Employee Responsible to Ari. __TASKS (Reminders) for ARI add instructions how to select, & reassign employee responsible & sales rep to Ari ...
Employee Responsible Codes
Often, we need to enter our CRM Code for Employee Responsible / Sales Representative. For convenience, below are the HR codes for all members of the Aftermarket Sales team. Name CRM Code U7 Email Allison O'Brien HR71666806 U7AROBBINS Allison.Obrien@zeiss.com Ariana Leopardi HR08027525 U7ALEOPA Ariana.Leopardi@zeiss.com Bob Roth HR71666466 U7RROTH B...
How to assign CRM Reminders to Ari's A-B-C-D territory
CRM Saved Seach: __TASKS (Reminders) for ARI Search criteria bring up all reminders for Mike, Bob, Janice, & Michelle, and sorts alphabetically. Tuesday through Friday, change Start Date to yesterday (not today)! Monday change Start Date from is to is between . First date is Friday before, second date if Sunday before. But do not save the mo...
Quoting Styli & Accessories
Styli & Accessories must be quoted: Separately from any other content (ie: SMA, ZEISS Care, Calibrations…). Applying Line Item discounts, and never quoted in a Group or with Group Discounts . How? Use the CRM Template AMS: STYLI: STYLI & ACCESSORIES and be sure to apply it LAST . This will set the Print Controls properly. Why is this import...
How to Quote a Curve / Freeform Bundle
ldSimply copy all the part numbers below and paste into your CRM Sales Quotation. The middle 4 digits of the license part numbers must match the latest Calypso version. Dongle based Part Number Description Price 000000-1978-431660001-0708-300660031-0000-300660001-0708-303660031-0000-303 For your Model S/N XXXXXXXXCALYPSO Curve DG LicenseCALYPS...
COMET or T-SCAN Quoting
02/14/2025 UPDATE: The COMET 6 goes on EOS 12/31/2025. This will end the COMET product service. The 3D Optical PSMs are actively contacting all customers trying to replace with ATOS or T-Scan products. UPDATE 10/19/2023: We (ZEISS) want to replace as many COMET as possible with GOM solutions. Miles Molnar manages our Hands On Metrology (HOM) sa...
How to find a part number in CRM by searching on description
For example, what is the part number for a CT cookbook? Go to any open quote in CRM, go to Product ID column, click on search square: In the pop-up fill out search criteria in Product Description and click on Search Button: Select the item in the results list: Enter qty to see the list price:...
How to quote a new computer or laptop
Simply copy all the part numbers below for the relevant workstation type and paste into your CRM Sales Quotation. Put in a separate group, and name it. Not eligible for any discounts. PROTIP: Since computers are not part of any offline package, can easily add a computer as an optional item to any quote for any Offline software. CALYPSO VERSION INF...
Saved Searches - Naming & Deleting
Using the underscore ( _ ) character in the beginning of the Saved Search name, you can engineer the sort order to put your most commonly used Saved Searches at the top. You can delete a Saved Search by selecting it from the drop-down in the upper right of the screen, and then click on the trashcan. Once deleted, gone forever, cannot be recovered...
Sales Quotation Error: Business Partner is not available in ERP
Business Partner xxxxxxx is not available in ERP. This error typically means the Sold-To partner id in your quote has a role=Prospect instead of role=Sold To. Prospect accounts exist in SAP CRM but do not exist in SAP ERP, so you cannot mark a quote in CRM as Order Received when the Sold-To is a Prospect. First option is to do a search in accounts ...
Sales Quotation Error: Item Category XXXX is not permitted
Click on Edit, go to the Item Category column in your Sales Quotation. If not previously setup to display in the Items assignment block, go to the pencil and add Item Category to display in the Items assignment block. Then click on Edit. Select the drop-down for the appropriate line item, and select a different choice. If it lists Item (LEIS), ch...
CRM Saved Search - TASKS (Orders) Backlog CC for ME
How to find Tasks that have been submitted to Customer Care and are not completed yet. This is useful to run right after creating a Task to Customer Care; if it doesn't come up, there's an error somewhere in the Task you just created. _____TASKS (Orders) Backlog CC for ME In Partner by Partner function, click on the search square: Choose responsibl...
Finding ERP Active Contracts for an Account
You can find and view ERP SMA Contracts in the Company record in CRM In the Company record, go to the ERP SMA Contracts Box Click on the SMA ID Number under the SMA ID to view / open the individual SMA Contracts This will then open the detailed record of the SMA Contract(s)...
SAP Error - Please maintain xxx for SSC Sales Org xxx
Attempting to link a Contact ID to a Partner ID that is an MDG (master data governance) account. One of the Sales Org's assigned to this Partner ID has incomplete Sales Area Data, causing this error, preventing completion of this task. Per Sarah Fountinelle: Create a ticket in IT4U.Choose SoftwareChoose SAP P-SystemsChoose P8G (master data governa...
Quote Error - Item category 'ZAGZ' is not permitted
Quote error - The item category ‘ZAGZ’ is not permitted for product xxxxxx-xxxx-xxx. In the Sales Quotation, click on edit, go to column Item Category, go to the item number and change the drop-down in Item Category. If it is Item (LEIS), change to Item (NORM) or Item (DIEN). Whatever the Item Category may be, change it to something different, Ite...
Processing Partial Order
If Customer chooses to order some line items, but not order other line items on a quote: Inside the CRM quote, select EDIT In the quote line items section, go to the “Rejection Reason” column Click on dropdown, choose “Customer Cancelled” for the items the customer does not wish to purchase. SAVE the quote....
Viewing Webshop Quotes in CRM
In case you ever want to look at any customers generated quotes (“EasyQuote” on the Webshop), it is very easy to do in CRM. All of these quotes have the same Description of IMT-US. It looks like the Employee Responsible is automatically being applied! There are a few known issues with the Employee Responsible which are being addressed (Strategic ...
iBase not found or updating iBase Record in CRM
If the serial number or iBase number of a CMM cannot be found in CRM, contact Service Billing. It may be locked behind a regional permission that they can correct so the Aftermarket Representative will be able to view. You may also contact Service Billing in the case of updating other iBase information, such as a CMM moving locations, or a component...
ZEISS CARE Drive & Bearing Warranty
Please note the D&B Disclaimers omitting certain machines. Check the current CRM Quotation Template for details. For example, CONTURA prior to 2006 do not receive a D&B Warranty. It is highly recommended for Aftermarket Sales to mention this to customers who are purchasing ZCC for machines not valid for D&B Warranty. Otherwise a cust...
CRM Reminder Task - Creating New
1. Under “Activities” menu, select “Activities” and it will take you to the search menu for activities. 2. Select “New” under “results list” 3. A pop-up will appear. Select the type of task, “Reminder Task” 4. Enter the following: Description: create one that YOU will recognize. This does not have to match naming conventi...
CRM Reminder Tasks - Changing Status and Editing Details
To quickly mark a reminder task complete: In your saved search for reminder tasks, highlight the task line by clicking the box on the far left of the task in the result list. A pop up will appear where you can select the status and mark “Completed” or “Discontinued” etc. To expand the task and edit other details such as follow up dates, contac...
FOC Free of Charge Orders in CRM
On rare occasions, you may need to process an order to Customer Care free of charge. Be sure to receive the appropriate approvals from management by email or letter, etc, so that it can be documented in CRM. Create the quote for the free of charge order the same way you would for any other quote. Save quote. When you are ready to process the order,...
Division Code Descriptions
When making a quote, you will need to enter a division code. Aftermarket primarily only uses the following 4 division codes: Division 60: Service and Calibrations Division 66: Software, Computers, and Zeiss Care Packages (Most common division Aftermarket will use) Division 67: Training and eLearning Division 69: Styli, accessories and other physic...
Creating a New Quote by Duplication
A great way to save time, especially when quoting annual Zeiss Care renewal services, is to create a duplicate quote from a previous quote and update any necessary data. The basics are as follows: 1. Pull up the already existing quote that you wish to use as your template 2. Select the “copy” icon at the top of the screen. 3. In the copy transacti...
Processing Credit Card Orders
Update July 2025 for AMS: Do not collect credit card information from a customer via email or chat, etc. AMS will no longer enter enter this information into the quote in CRM. Instead, process the quote as normal and enter “credit card” in the PO number field, then send the task to customer care as usual. Customer care will send a link to the custo...
Applying Group Subtotals and Absolute Discounts
By using the Item Grouping and Group Attributes assignment blocks when building your quotes, you can create subtotals for items and apply discounts to those subtotals accordingly. This can help you to communicate clearly and concisely with your customer in the “Quotation Summary” page of your quote! Creating Groups and Subtotals 1. Start creating y...
Lost TASKS
Open Up Customer Care Backlog Saved Search Confirm all TASKs begin with CC - If not, correct them and save them Export to Excel Modify the Search to eliminate the Partner by Partner Functions Replace them with Description begins with CC Now, export this list to Excel We would expect the identical number of search results. If not, then some are eith...
Phone and Email on CRM Quote
For our contact info to appear on the front of the quote, it is necessary to input your phone number in your own contact info in CRM. There is a special assignment block called Private Address. It should look like below and then you wil lsee your phone number on your quotes. ...
Adding Contacts MDG
To add customer contacts to MDG follow these steps. This is the only method we should use to add contacts. Previous methods will likely result in log10 errors. 1. Click MDG in the Corporate Account Page. 2. Change Request- Description: Add Contact Person. 3. Create- This will open up a new window and allow you to create a new contact. ...
Quote Problems - Creating an IT4U Ticket
There may be times when we hit a wall and a quotation is not acting as we need. For example, we may be unable to change the status to Order Received. This could be caused by a number of issues. Some, we can check ourselves: Is the Account in Prospect status? It must be promoted to Sold To before changing the status to Order Received. Is a P/N blo...
Optional Items on Proposal
You mark the group as optional by checkmarking Optional in the Group Attributes assignment block. When you get the PO… -if the customer decides to purchase the items uncheck the optional checkbox. -if the customer decides not to purchase the optional items mark the “rejection reason” “Customer cancelled”. ...
How to quote a license switch from PC Bonded to Dongle
Let's say the PC bonded license includes Calypso CNC & STEP. Here's what to quote to switch it to Dongle: 000000-1978-431 For your XXXXXX S/N XXXXXXXX000000-1483-375 Dongle; Crypto,USB,Programmed at standard price ($250)660021-0708-000 CALYPSO CNC DG SMA Rel, 100% discount (this is an SMA release number from the SMA Release tab in the...
Quote Error - US Tax per document (UTXD) is missing
When making the Master Data request, make sure to assign the category to “Change Account” or “Change Role” or “Maint Relationship” so that the request makes its way to the proper party for action: Contact gina.quidachay@zeiss.com with any issues. ...