HD New Hire Sales

Customer Care Suite: CCS2

Launching CCS2 Use the Windows App to open VCC Agents, which gives you access to CCS2. To launch CCS2: Open Windows App.

Log in with your work email and password.

Open VCC Agents. If you see two VCC Agents icons, choose the one without "Backup" in the name.

Authenticate by entering your password again if prompted.

Click OK on the Private Computer System warning.

VCC Agents may take a few minutes to log in, especially the first time. -Once VCC Agents is finally open, another window will pop with an ATLAS login.

• Press the big Exit(F10) button to close ATLAS.
• This will then leave a window with a blue or black background along with a start button(Windows Logo) at the bottom left.

Launching CCS2 Once we have launched VCC Agents, we can then open CCS2, also known as the L-Bar.

Select these in the following order:

1. Start button (bottom left of VCC Agents)
2. All Programs (if needed to reveal Brand Applications)
3. Brand Applications
4. CCS 

This is the Sales (Order Entry) Flyout.

New Order: Begin a new order. Send Catalog: Requests a paper catalog to be mailed. Inventory Inquiry: This is where we can check availability and shipping times for products. Parked Orders: This is where we access Parked Orders.

This is the Customer Service Flyout

Order Research: Open an order for review. Cust Maintenance: Primarily used to code Customer Rules. You usually do not update customer info here when taking an order. For active orders, update customer details (name, address, phone) directly in the order.

This is the Tools Flyout

The Tools icons are only used when directed, with the exception of Recovery Worker.

The Recovery Worker is used when a system error occurs or when an order was not completed.

If this occurs, a recovery window will typically appear automatically when logging in or out of CCS2.

If it doesn't appear, or you accidentally close it, you can retrieve it with the Recovery Worker icon.

The Other button may or may not be visible.

It is very important to Log Out when closing the L-Bar. Skipping this step could lead to a recovery window and a stuck order. Make sure ALL orders are closed before logging out!

The Prod Area shows which prod, or version, of CCS2 you are using. When CCS2 is updated, you will be told which prod to look for.

This Search Bar is no longer in use. Please refer to your Knowledge Articles in Microsoft Dynamics for procedures and information.

The Scratch Pad is used for taking notes. It is useful when customers give you information before you are ready to enter it. Note it in the Scratch Pad so you don't have to ask the customer for the information again.

Double click the scratchpad to enlarge it, double click again to shrink it back into the L-Bar.

!!! You MUST NEVER enter credit card information into the scratch pad !!!

!(6960032630) ORDER NUMBER!

Summary:

-CCS2 is the primary application used to process customer phone orders.

-Use the New Order option to begin a new phone order using the default Order and Sub Types.

-Catalog requests can only be submitted for Harry & David customers using the Send Catalog option.

-The Order Entry and Tools flyouts provide access to the features used throughout the sales process.