Assumptions
- The user submitted an enquiry using their personal incentive dashboard
- A system alert was generated within Sales Cookie
General Approach
To solve missing / incorrect crediting enquiries, you must answer the following questions:
- Does the transaction exist within Sales Cookie?
- Does the transaction qualify for the plan period?
- What amount should the user be credited with?
Does the transaction exist within Sales Cookie?
For crediting to be possible, the transaction must exist within Sales Cookie. - If the user provided information about the missing credit, click on "Review possible matching transactions" (within the system alert) to find matching transaction. Otherwise, browse to transactions and perform searches to locate possible matches. You can use advanced search for more targeted searches.
- If the transaction does NOT exist, the user may have incorrect information, you may need to import it. If your transaction imports are automated, also check the current synch status to make sure its current.
- Otherwise, if the transaction exists, make note of its transaction date and unique ID (if one exists)
Does the transaction qualify for the plan period?
Once you've confirmed the transaction does exist, you can check if it qualifies:
- Check whether its transaction date falls within the plan period.
- Check whether the plan has a transaction filter applied to it, as it could prevent the transaction from being considered.
What amount should the user be credited with?
Once you've confirmed the transaction qualifies, you can check crediting:
- Does the transaction have a field mapped to the "Sold By / Owner" category?
- Or "Team / Territory" category?
- Do specified values correspond to the user's aliases?
- Or aliases of teams the user is a member of?
- Based on the plan's configuration, should the user be credited with the whole amount?
- Ex: was a split rule used in the plan's configuration?
- Check calculation logs for more details about crediting as it will include detailed information such as:
- Currency conversions
- Roll-up crediting
- Split rules
- Etc.
Here is a summary of possible corrective actions:
- Import missing transactions
- Explain why the transaction does not qualify
- Explain why crediting is for a different amount than expected
- Edit the transaction to ensure correct crediting (ex: amount, crediting fields)
- Edit currency exchange rates to ensure correct conversions
- Edit user or team aliases to ensure correct crediting
- Resubmit the calculation