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Allowah Salesforce Procedures – Create Service Agreement

Open Salesforce in Google Chrome browser and login using your login details.

Make sure the version you are using is “Pronto Care Lightning” – it should look like this

This is your Dashboard and will have a summary of key information about what you have been doing

in Salesforce and any tasks that have been assigned to you.

Important Terms

Accounts: are the individual patients / clients we provide services to

Contacts: are the parents / carers / guardians of the children we service as well as our donors and

supporters

Opportunity: is something that we will get money from e.g. a Service Agreement

Contract: is something that gets created when a service agreement is closed / signed

Order: is a booking for a service e.g. Physio session, overnight accommodation – an order is created

when a booking is made and then once the client comes in and has had their service delivered, the

order is completed in Salesforce.

Service Claims: are automatically created when an order is completed

Claims are then used by Barrie to interface with the NDIS system so that we are paid for the service

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Creating a new Opportunity (Service Agreement)

Note: this is done in two steps – putting in the dates and basic information and then adding the NDIS

supports which are part of the agreement.

Click on the arrow next to the “Accounts” tab and scroll down to find the client you are dealing with

or click on ‘All Accounts’ to be taken to a list of accounts to choose from.

Once you’ve chosen your account and it is open to that account page, scroll down to ‘Opportunities’

on the right hand side of the page. Hover over the arrow next to ‘Opportunities’ and click ‘New’

Click ‘Service Agreement’ and then ‘next’

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Enter the Opportunity name – which comprises the Account Name and the date that the opportunity

is created eg in the case below: GillianTester 121217

In ‘Stage’ select ‘New’

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The ‘Service Type’ is NDIS – you need to start typing NDIS in the box and then the option will appear

below – click on ‘NDIS”

Enter the agreement start and end dates using the drop down calendar in each box

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Enter a ‘Close date’ – this is the date you think it should be signed – as a default it is suggested to use

2 weeks’ time – again use the pop up calendar to do this.

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In the ‘Description’ you can add any notes you wish to capture – what people might want to know if

you weren’t around to tell them. (this step is optional)

Click ‘Save’. If you have missed any mandatory fields an error message will come up and you will

need to complete them before saving again.

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Once you click save, you will be automatically be directed to the second step of creating the service

agreement which is adding the products (NDIS supports) to the agreement. You just scroll through

and click on the ‘+’ next to the supports we will be providing under the agreement. Note: at this

point we are only selecting each of the supports which will be included – the amount of each

support will be added in the next step.

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If you add something by mistake, simply click on the ‘x’ next to it to remove it

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Once you’ve added all the supports that are included, click ‘next’

The next screen that comes up will allow you to put in the quantities for each of the supports. In the

‘Quantity’ box beside each support you enter the number of days / hours that have been agreed in

the Service Agreement. Note: the ‘Total Price’ won’t calculate on this screen – they will appear on

the next screen.

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Once all the quantities have been entered click ‘save’

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This new Service Agreement will now be visible on the Client’s Account page under Opportunities –

you can access it from there and from the ‘Opportunities’ tab at the top of the page.

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Once we know whether they will be going ahead with the agreement or not we need to go back into

the Opportunity and complete it and generate a service agreement.

Go to Opportunities and click on the opportunity you want to work on.

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The page for that Opportunity will open. You need to click “Mark Stage as complete”

That will give you this screen

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You need to click “Mark Stage as complete” again. This screen will come up and you choose either

‘Accepted’ or ‘Rejected’ depending on whether parents have agreed to the Service Agreement or

not. Then click ‘Save’

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This screen will appear

Now we can Generate a Service Agreement which can be signed. Click ‘Generate Service Agreement’

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This screen will come up.

Scroll down to find the ‘Merge and Download’ button

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The Merged Document can be found at the bottom. Click on the Word Icon to open it (it may

automatically provide a version to open, if so you won’t need to click the icon.

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The document will open in word. You can edit anything you need to and then save a copy. This can

be sent to parents for them to sign.

You can then return to the opportunity

Completing the Service Agreement (Opportunity) will automatically create a Contract in Salesforce.

You can see it by scrolling further down the screen for that opportunity.