Case playbook for specific supplier case types
Source-to-Pay Workspace includes a generic case playbook to complete supplier cases of specific case types.
Case playbook for supplier cases
The case playbook provides step-by-step guidance for completing specific types of supplier cases. The case playbook includes a generic supplier case flow containing various stages and activities that you must complete to close the supplier case. For more information, see Interact with Playbook.
When a supplier contact submits a request using the supplier catalog item from the Supplier Collaboration Portal or when a supplier manager or fulfiller creates a case from the Source-to-Pay Workspace, the application opens the case on the Playbook tab on the Details page.
The case playbook is displayed only for these case types:
- Supplier issue
- Supplier support request
- General inquiry
Case playbook flow
The following diagram illustrates the flow of the activities in each stage of the Case playbook.
Case playbook stages and activities
The case playbook contains the following stages and activities.
| Stage | Activity | Activity Details |
|---|---|---|
| Review case | Assign case | As a supplier manager or fulfiller, you can use this activity to assign the case to a different person or keep the case assigned to you. You can do the following:
|
| Close the case record | Notify the supplier |
A draft email appears with pre-populated data in the To and Subject fields. The email body is pre-populated with the relevant text. Select one of the following actions:
|
| Escalate task priority | The supplier manager or fulfiller can use this option only for supplier document related cases, when the following conditions are met:
To escalate the task priority, the supplier manager or fulfiller can select a higher task priority from the Priority dropdown. |
|
| Complete case | As a supplier manager or fulfiller, you can update the state of the case and close the case. You can do the following:
|