Revised Sept 19, 2012

ServiceNow Knowledge Base - New Article Templates

Instructions

The New Article Templates supplement the New Article Request Form and provide examples to assist when adding content.

Copy/Paste the appropriate Template into the Article Content - Free Form Field. (Bottom of New Article Request Form)

Follow the New Article Request Form Instructions.

If you have any questions please direct them via email. Article Categories 1. Procedural 2. Solution 3. Self-Enablement/Shift Left (EUCS = End User Customer Support) 4. Announcements 5. Errors

I - Procedural

Revised Sept 19, 2012

<Procedure – Compass/iRep – Action Requests>

Support Notes

<Action requests are requests used in Compass/iRep to add/change account information for Amgen Customers.>

This is for basic How-To & Info/Consult assistance

Resolver – if unable to assist APP-COMPASS

PROCEDURES When to submit an Action Request:

When Professionals or Organizations cannot be found in the Amgen Customer Master Database using the Global Account Search feature in Compass.

When account information of Professionals and/or Organizations need to be updated in the Amgen Customer Master Database

What are the types of Action Request: (click appropriate link to jump to that section)

Request Type Name Time to Process Request

Address Update 1-2 weeks as the investigation may be escalated to IMS which may require additional time for IMS response

De-Duplication Request 1-2 weeks as the investigation may be escalated to IMS and/or other internal Amgen Departments

New Professional Request Prescriber Add – 1-3 business days Non-Prescriber Add – 1-2 business days

New Organization Request 1-3 business days unless there is an investigation that must be escalated to IMS which may require additional time for IMS response

Organizational Update 1-3 business days unless there is an investigation that must be escalated to IMS which may require additional time for IMS response

Professional Update Prescriber Update – 1-3 business days unless there is a specialty investigation that must be escalated to IMS which may require additional time for IMS response. Non—Prescriber – 1-2 business days

Checking Action Request Status

How to submit Action Request

Address Update: In order to change an account’s CMA Primary address displayed in Compass, you must submit an Action Request to change the address in the Amgen Customer Master Database. Note: For Professional Accounts only, you may add an additional “Rep Maintained” address using the New Address button. There are several required fields when submitting an Address Update Action Request. The following steps assume you are in the account profile. To complete and submit an Address Update Action Request:

Revised Sept 19, 2012

Revised Sept 19, 2012

Revised Sept 19, 2012

De-Duplication Request:

If you find a duplicate account in Compass, you can submit a De-Duplication Action Request. This will remove one of the

records from the Amgen Customer Master Database.

Important Note: Some Organization Accounts have the same name as Professional Accounts so you should verify the

Account’s Record Type before submitting a De-Duplication Request.

Revised Sept 19, 2012

Revised Sept 19, 2012

New Organization Request:

If you have completed a Global Account Search and cannot find the organization account you searched for, the account

probably does not exist in the Amgen Customer Master Database. From here, you must submit an Action Request to add

a new organization.

Note: Always perform a Global Account Search on an account before submitting a New Organization Action Request.

Done from the Global Account Search Tab

Revised Sept 19, 2012

Revised Sept 19, 2012

New Professional Request:

If you have completed a Global Account Search and cannot find the professional account you searched for, the account

probably does not exist in the Amgen Customer Master Database. From here, you must submit an Action Request to add

a new professional.

Note: Always perform a Global Account Search on an account before submitting a New Professional Action Request.

There are several required fields when submitting a New Professional Action Request.

Revised Sept 19, 2012

Revised Sept 19, 2012

Revised Sept 19, 2012

Revised Sept 19, 2012

Revised Sept 19, 2012

Organization Update:

If an organization account has changed its name or primary or secondary segments, you must submit an Organization

Update Action Request.

There are only two required fields when submitting an Organization Update Action Request. These are marked with a

red line next to each of the fields.

Note: You do not need to fill out any information that is not changing.

The following steps assume you are in the Account Profile. To complete and submit an Organization Update Action

Request:

Revised Sept 19, 2012

Revised Sept 19, 2012

Professional Update:

If a professional account has changed its name, professional class, customer title, medical degree, or primary or

secondary specialty, you must submit a Professional Update Action Request.

There are only two required fields when submitting a Professional Update Action Request. These are marked with a red

line next to each of the fields.

Note: You do not need to fill out any information that is not changing.

The following steps assume you are in the Account Profile. To complete and submit a Professional Update Action

Request:

Revised Sept 19, 2012

Revised Sept 19, 2012

Checking Action Request Status:

After you submit an Action Request, you can check on its status in the Action Requests tab. An Action Request is

Approved, Rejected, Saved, or Submitted.

The following steps assume you are in the Action Requests tab. To check on an Action Request status:

Revised Sept 19, 2012

Minimum Data set for Level 2 resolver

Affected User name & Best Contact Info

Identify if caller is using Compass Online or Compass Mobile (iRep)

Detailed description of the issue – screenshot(s) if applicable.

**If unable to create Action Request Route to App-Compass