SODA & MMS (IMS)
How to Handle Soda Application Calls
How to login into MMS and Resolve Customer Issue
How to Handle Soda Application Calls
If we receive a call, stating that there is an issue with SODA Application, then we have to select SODA Application Support and then help the customer.
After clicking on SODA Application Support, a form will open.
We have to fill this form and have to select the Issue Category by asking the customer, then we have to transfer to Level 3 for support, as shown below:
How to handle IMS calls
If the customer faces any difficulties with IMS, then we have to select IMS and then fill the form.
We have to ask them about the issue category to get the root cause.
After we fill the form, a ticket gets created and according to that the higher team solves the issue:
How to access SODA
After giving the User ID and password, the home screen comes up:
Different Option to resolve different issues, which the store faces:
Whenever Store faces any issues related Printer Setup in SODA as they may switch the printer on their computer:
Window never change their default printer so, they need to click on file and select Printer Setup as shown below:
Then pick the printer which want and click on OK to set up as shown below:
These will lead the new printer to re-print properly from SODA.
How to login into MMS and Resolve Customer Issue
Quad and TIP are the tools which we need to follow and help the store to follow in order to resolve the issue.
Price and Inventory Lookup
IMS is the user friendly version of Inventory Management System. It is pretty much called MMS as it works in the back-end, stores with the exception always use IMS. Common issues we run into is user is not having access to certain functionalities already is all handled through access request.
For someone say access to inventory management, they need MMS back office access. MMS is an inventory system. Stores will report issues like wrong price, something is appearing in my register that I can sell this product, if it is not in MMS, we can use Price and Inventory Lookup.
Note: In store user level, the store number will be automatically defaulted in the Store field, in case admin user level, you need to enter the store number.
This screen shows actual product, like SKU, ISBN, UPC etc. If it is able to be sold, it should be in MMS, because it will tell us how many they have if it a digital item, make sure it is 0, or negative number more often, and it will tell us if anything on the back order. If it is not here, but they have the product, may not pushed to through the system properly. That usually involve in the GM (General Merchandize) site of things. If it is showing in MMS for the store they have the product and that is properly catalogued, but it is now showing on the Register, that’s usually an issue that store would go into a section of The Quad, or eStore portal.
Click Operations.
Select Operations WorkBench.
Note: if for some reason, IMS shows the inventory is not in the register, normally it should automatically process overnight. But if it is been 2 or 3 days, the product is still not showing up in the system, they could do a SKU Push.
Select Store from the Rollup field.
Enter the store number “0700”
Click the Operations tab
Click SKU Push Request.
All you need to verify SKU or UPC of the product and push it through.
Note: It will say it could take 72 hours, normally we have seen it processed within a day, if everything goes according to the plan.
New User Set-up
The New User Set up, where person would go for setting up SODA refund access.
As a L1 technician, we need to assist with the inventory management support.
Click On Demand Ticket Printing tab.
Click Printer Configuration.
Enter the store number in the Position to # field.
Select the box next to 700.
Click Go.
Click Accept.
Note: if I have store number 700, and I want an on demand ticket printer configuration, it will list me all the printers in my store.
Select the second box
Click Add Printer
Enter the printer detail and click Accept.
This is a typical printing details of a store should look like.
Return to Vendor
Click Return to Vendor (RTV)
Once it is submitted, it came as due once done. We have to work with the vendor most likely to reprocess the RTV.
PO Receiving
Note: One thing we recommend the store, before they do anything, if they are planning to do any kind of receiving for ticket printing, they must open their printing session for login into IMS. The store needs to scan the barcode with their receiving slip, and it will automatically process it, otherwise, they can go to actual “PO Receiving” by clicking the button which will automatically print tickets to a printer. If the store has not logged in to a print session and assigned the ticket to a printer, it will get stuck.
Top Sold SKU Ranking Inquiry
Note: You can find a high level navigation regarding this topic broadly documented in TIP (quad.fheg.follet.com/ccms/Content/_home.htm).
Click Top Sold SKU Ranking Inquiry tile in MMS.
Note: These are top sold SKUs. User can use Export to Excel which is based on current selection and we can rank by quantity and Retail and we can change top number of rows, we can select the Department, aggregate style, exclude clearance SKUs, and store can do the selection based on the different areas.
IMS Sales Inquiry
Click Top IMS Sales Inquiry tile.
Click Display Results.
You can find all the required field associated to this area.
SODA Reporting
Click Top SODA Reporting tile.
This is basically where stores lost the reporting and this SODA reporting is basically reports all the SODA refunds made. You can refer to the below screenshot and put the store number, select the transaction “from date” to “to date”, associate id and click Submit.
New User Set Up
This application is created to allow the store manager that has special access to this screen give users how to create soda refunds. And also they can create user profile.
The only user profile they can create is with having numeric type. This is basically an employee id which they have in POS system and they can used to create user id. You can see this id different from all other above user id. You have the option to delete the user id also.
IMS Store Orders
This application allows the store order by specific department.
Click Open under the Status column.
When they create a new order, then Add to Order and Create Suggested Orders and then create PO which will be sent to the vendor based on the configuration in EDI. This application has the features which allows them to scan the merchandize using the device like IPhone, you can go the store, scan the device, scan the merchandize, and upload the information that is going to be rolled to 250 stores in future.
