Scenarios Guide

SCE002: Salesforce
Version 0.2

June 2017

Pepper Group Limited

ACN 094 317 665

Section Overview
This document will serve as a detailed user guide on how to manage scenarios using the Salesforce
system.

Custodian
Greig Holston

Contents
1. Pick up Case ........................................................................................................................................ 3
2. Confirm Broker .................................................................................................................................... 5
3. Create Broker as Contact .................................................................................................................... 6
4. Update Case Fields .............................................................................................................................. 7
5. Review and Send Response to Broker/ BDM ...................................................................................... 8
6. Close and Save Case .......................................................................................................................... 10
7. Creating a Case.................................................................................................................................. 11

Document Version Control

Version Date Created By Approved By Amendments

st
SME: Veronica 1 version
0.1 June 2017 Johnny Lagniton
Pandea
Created sections:
1. Updating case
SME: Veronica
0.2 June 2017 Johnny Lagniton details
Pandea
2. Creating a new
case

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 1. Pick up Case

Step Action Diagrams / Supporting Documents

1. The process is triggered by an email
from the broker/ BDM inquiring
about a scenario.

Once a request is received, it will be

assigned to the queue in the
Salesforce system.

2. Next, log in to salesforce using your

credentials.

Login url: login.salesforce.com

3. In the landing page, click on Cases.

In the Cases screen, click on the

arrow beside Recently Viewed and
select Mortgage Scenarios Queue.

4. You should now be viewing the

Mortgage Scenarios Queue. To
pick up a case, click on its case
number.

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5. A case will be assigned to the queue
by default.

To assign the case to an agent, click

on the Change Case Owner icon.

6. At this point, The Change Case

Owner window should have
appeared.

Enter the name of the agent this

case will be assigned to in the
Search People field.

Once name has been selected, click

on Change Owner.

7. An automated email will be sent to

the agent the case was assigned to.

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2. Confirm Broker

Step Action Diagrams / Supporting Documents

1. Once the case has been assigned, you will need to confirm that the broker who sent the request
is correctly tagged. The name of the broker will appear under Contact Name, the aggregator will
be under Account Name.

If the case is correctly tagged under the broker, proceed to 4. Update Case Fields.

If it is left blank or the broker is not tagged correctly, you will need to search for the name of the
broker in the contact list.

2. While viewing the case, go to the

Broker Details portion.

Type the name of the broker in

the Search Contacts field and
press enter.

Once the search is done, select

from the list the appropriate
broker.

If the broker was not found, the

officer would need to create the
broker as a contact then enter
his/her details in the case.

If the broker is already a contact,

the officer would need to
manually enter the broker details
in the case.

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3. Create Broker as Contact

Step Action Diagrams / Supporting Documents

1. To create a broker as a new
contact, While in the Broker
Details, click on New Contact.

2. The Create Contact window

should have appeared. Next, enter
the broker information in each
field. Ensure that all fields have
been filled up correctly.

Mortgage BDM, Last Name and

Account Name are mandatory.

Once done, click on Save.

3. If the broker is not tagged in the

case, one must manually enter
broker details.

To do so, search for the case once

again.

While viewing the case, go to the

Broker Details portion and search
for the broker and tag accordingly.

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4. Update Case Fields

Step Action Diagrams / Supporting Documents

1. To update case fields, go to the Details tab. From here go to the Case Details portion and enter
relevant info.

If more info is required, you can send an email or initiate a call to the broker.

To send an email, go to step 2.

To take note of what was discussed when a call was conducted, go to step 3.

2. To send an email to the broker, go

to the Activity tab.

From here, select Send New Email.

Compose your email and click on
Send to finish.

3. After conductive a call, go to the

Activity tab.

From here, select Log a Call. You

can now enter notes regarding the
call you made to the broker.

Click on Save to finish.

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5. Review and Send Response to Broker/ BDM

Step Action Diagrams / Supporting Documents

1. You will now be reviewing the
scenario based on the information
provided by the broker.

Refer to the Credit Policy for a

more in-depth look on how to
assess a scenario.

Once a decision has been made,

you are to send a response to the
broker.

To send an email to the broker, go

to the Activity tab.

From here, select Send New Email.

2. Click on the Template icon

followed by Insert a template.

3. Select the relevant template in

response to the email.

Ensure that the following

documents are attached:
Product guide
Applicable product rate card
Short Application Form
Customer requirements &
objective form
Servicing calculator
Alt Doc: Self-employed
declaration form
Alt Doc: Pepper Money
Accountants Letter

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4. To manually attach documents,
click on the Attach icon.

5. At this point, the Select File

window should have appeared. Go
to the Libraries tab and select the
file you wish to attach.

Alternately, you can search for it by

typing the name of the document
in the Search Files field.

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6. Close and Save Case

Step Action Diagrams / Supporting Documents

1. To close a case, go to Case Details.
From here select a reason why the
case has been closed in the
dropdown box.

2. If the case was declined, you must

select decline reason via dropdown
box.

If the reason for decline is not in the

selection, explain why in the
Declined/ Other Reason Details
field.

3. Finish the process by clicking on

Save.

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7. Creating a Case

Step Action Diagrams / Supporting Documents

1. The process can also be triggered
by a call from the broker/ BDM
inquiring about a scenario.

Since it was not via email, you

would have to create the case
manually.

To do so, click on the arrow beside

the Cases tab and select New Case.

2. The Create Case: Mortgage Broker

Scenario window will appear.

Select Phone under Case Origin, the

rest of the fields are to be
accomplished by following the
same process as detailed above.

Click on Save to finish.

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