UserGuide version1.11

FranchiseOpsversion1.169-1.226 Copyright©FranchiseCloudSolutions,2025.Allrightsreserved. Informationinthisdocumentissubjecttochangewithoutnotice.Thesoftwaredescribedinthisdocumentisfurnishedunderalicenseagreementor nondisclosureagreement.Thesoftwaremaybeusedorcopiedonlyinaccordancewiththetermsofthoseagreements.Nopartofthispublication maybereproduced,storedinaretrievalsystem,ortransmittedinanyformoranymeanselectronicormechanical,includingphotocopyingand recordingforanypurposeotherthanthepurchaser'spersonalusewithoutthewrittenpermissionofFranchiseCloudSolutions. FranchiseCloudSolutions Sydney,NSW 1800227881 www.franchisecloudsolutions.com Usedwithpermission: ®Salesforce,AppExchangeareregisteredtrademarksofsalesforce.com.OracleandJavaareregisteredtrademarksofOracleand/oritsaffiliates. ™SalesforcePlatformisatrademarkofsalesforce.com,XeroatrademarkofXeroLimited,GoogleMapsatrademarkofGoogleLLC. Othernamesmaybetrademarksoftheirrespectiveowners. Throughoutthisguidestandardpagelayoutsareshown.Yourpagelayoutsmaylookdifferentbasedonimplementation-specificrequirements.

CONTENTS CHAPTER1GettingStarted Introduction2 Wheretostart3 Wheretostart4 HowSalesforceorganizesinformation5 Overview6 HowtobrowseinformationusingListViews8 Keylistviews11 Howtocustomizealistview13 Howtocreateyourownlistview16 Howtoaddcolumnstoalistview20 Howtosharelistviews23 CHAPTER2WorkingwithContracts Understandingcontracts26 ContractStatuses26 Contractfees28 Understandingcontractfees28 Howtoviewallfeesonacontract34 Howtoaddacontractfee36 Howtoadjustacontractfee43 CHAPTER3FranchiseProfileAccounts Understandingfranchiseprofileaccounts48 Howtofindcontractfeesforafranchise49 Howtoaddacompanyasset51 Howtoaddaninsurancepolicy54

CHAPTER4WorkingwithExpenses Understandingexpenses56 Howtoenteranexpense57 CHAPTER5WorkingwithInvoiceRuns Understandinginvoiceruns64 Understandinginvoicesources64 Understandinginvoicecycles64 Understandingwhenexpensesareinvoiced65 Howtoprepareamasterfranchisetogenerateinvoiceruns66 HowtoreadyfranchiseeaccountnamesforXerosync67 Howtoconfigureaninvoicerun69 Howtospecifyinvoiceruncycles71 Howtoaddaninvoicerunsource73 Howtogenerateaninvoicerun76 Howtoreviewgeneratedinvoices79 Howtomassemailinvoices83 Howtomanagemultipleinvoicecycles85 Howtogenerateaninvoicerunaheadoftime86 CHAPTER6WorkingwithInvoices,Payments& Credit Notes Understandingpaymentsandcreditnotes88 UsingCreditNoteswithFinancialIntegration88 UsingCreditNotesinFinanceManagement88 Payments89 Howtorecordapayment89 Howtoreviewpaymentsforaninvoice92 CreditNotes95 Howtodiscountaninvoiceusingacreditnote95 Howtoallocatecredittoaninvoice95 Howtoallocatecreditagainstmultipleinvoices100 CHAPTER7XeroIntegration UnderstandingXerointegration102 Whatdataisexchanged102 Whendataisexchanged102 HowtoconnecttoXero103 Understandingsyncingandsyncrecords111 SyncStatuses111 Typesofsyncrecords111 Howtofindthemostrecentsync115 Howtopreventhistoricalsyncing117 Howtomanuallysyncspecificrecords121 Howtoupdateaninvoiceafteritiscreated123 Howtoperformendofmonthreconciliation126 iv FinanceManagementUserGuide

CHAPTER8WorkingwithReports Understandingreports132 Standardreports136 Financereports136 HeadOfficeReports136 Howtoexportareport138 Howtoprintareport140 CHAPTER9AccessingHelpandSupport FurtherProductDocumentation142 KnowledgeBase142 ContactingCustomerSupport143 RaisingServiceRequests143 GrantingAccountLoginAccess151 v

vi

CHAPTER 1 GettingStarted Introduction2 Wheretostart3 Wheretostart4 HowSalesforceorganizesinformation5 Overview6 HowtobrowseinformationusingListViews8 Keylistviews11 Howtocustomizealistview13 Howtocreateyourownlistview16 Howtoaddcolumnstoalistview20 Howtosharelistviews23

Introduction FranchiseCloudSolutionsFinanceManagementisdesignedespeciallyforthefranchise industry.Itprovidesanefficientplatformforfranchisefinancedepartmentsto maintainanup-to-datescheduleoffeesforeachfranchisee automatethegenerationoffranchiseeinvoices,including fixedandroyalty-basedfees agreedexpensesoverandabovecontractfees recordpaymentsagainstinvoices optionallysynchronizefinancialinformationwithexternalfinancialsystems obtainup-to-datereportingonthecriticalsuccessfactorsforthebusiness FinanceManagementwillhelpanyfranchisor increaseadministrativeefficiency reduceerrorsandomissions complywithtaxcodes manageon-goingrelationshipswithyourfranchisees FinanceManagementprovidesthetoolsyouneedtoefficientlymanageyourbusiness. TogetherwithotherFranchiseCloudSolutionsproducts,yourbusinesswillhaveallthe ITcapabilitiesitneedstogrowandwininthemarketplace. 2 FinanceManagementUserGuide

Wheretostart FinanceManagementisanapplicationespeciallydesignedforthefranchiseindustryrun- ningwithintheaward-winningandmarket-leadingSalesforcePlatform. ThisguideexplainshowtouseFinanceManagement.Youcanaccessindividualtopics inthisguidethrough themenutotheleftofthispage,or thesearchboxatthetoprightofthispage, asshowninthefollowingvideo. IfyouarenewtoSalesforce,youmaybenefitfromfamiliarizingyourselfwithSalesforce basicskills.RefertotheSalesforceUserGuide,GetStartedwithSalesforce. FormoreSalesforceuserguides,SeeSalesforceDownloadableUser Guides. CHAPTER1│Introduction 3

HowSalesforceorganizesinformation Salesforceorganizesdataintodifferenttypesofrecords.Eachtypeofrecordisstored together. AllinvoicesarestoredinthelistofInvoices.Allexpensesarestoredinthelist ofExpenses,etc. TheSalesforcemenuprovidesyouaccesstoeachdifferenttypeofrecord. Clickingonanyofthesemenusshowsyoualistofrecordsofthistype. Therearelikelymoremenusthancanfitonyourscreen.Youcanfindtherest ofthemenusundertheMorelink. CHAPTER1│Introduction 5

Overview FinanceManagementworksbycreatingrecordsthatallowyoutocaptureinformation andstorestatuses.Recordsprovideaccesstoavarietyofoperations,someofwhichcre- atenewrecords. ThecorerecordswithinFinanceManagementareillustratedbelow,anddescribedinthe followingtable. RecordDescription Master Franchise Profile Account Thecorerecordthatdefinesthemasterfranchisor’sbusiness. Invoice Runs AnInvoiceRunrecorddefinesaregular,periodicinvoicegenerationpro- cess.InvoicesaregeneratedbyreadingExpensesattachedtothe FranchiseProfileAccountandFeesattachedtotheFranchiseProfile Account’sContract.InvoicesandPOSDatamaybeusedforFeecal- culations. 6 FinanceManagementUserGuide

RecordDescription InvoiceRun History ThelistofinvoicesgeneratedwithinasingleInvoiceRun,togetherwith detailssuchaswhenandwhorantheInvoiceRun. Franchisee Invoices Invoicesissuedbythefranchisortothefranchisee.Invoicesmaybe automaticallygeneratedthroughInvoiceRunsorbecreatedmanually. PaymentsArecordofthefranchisee’spaymentofaninvoice. CreditNotes YoucanuseaCreditNotetoissueadiscounttoafranchisee.Credit NotesworktogetherwithCreditAllocationstoallocatecredittooneor moreinvoices. Franchisee Profile Account Thecorerecordthatdefineseachindividualfranchisebusiness. Contract AnactiveContractrepresentsthecurrentcontractwiththefranchisee. Contractscontainfeerecordsthatappearingeneratedcontractsand arereadbyInvoiceRunsforautomatedcreationofperiodicinvoices. Fee ContractFeesdefinetheon-going,periodicfixedandroyalty-basedfees payablebythefranchisee. Expense Expensesareusedtorecoverincidentalbusinessexpensessuchas additionallocaladvertisingcampaigns.Anexpensecanbechargedtoa franchiseeitherasaonceoffpaymentorasoneofafixedseriesofpay- ments.Anexpenseisideallyinsertedbythepersonresponsibleformak- ingtheagreementwiththefranchisee. Customer Invoices Invoicesissuedbythefranchiseetotheircustomersformanoptional sourceforroyalty-basedfeepayments. POSData POSreceiptsgeneratedbythefranchiseeonreceiptofcustomerpay- mentsisanoptionalsourceforroyalty-basedfeepayments. FranchiseProfileAccounts,FranchiseeInvoices,Payments,CreditNotesand CreditAllocationscanoptionallybesenttoandsynchronizedfromexternalfin- ancialsystems. CHAPTER1│Overview 7

HowtobrowseinformationusingListViews WhenyouopenaSalesforcemenu,youareunlikelytoseealltheinformationthatSales- forceisstoring.Thesystemmightbequiteunwieldyifitdidshowyouallitsinformation. Tohelppreventinformationoverload,whatitdoesisshowasubsetoftheinformationby useofwhatSalesforcecallsa“ListView”. EachListViewshowsacertainsubsetofinformation.EachSalesforcemenualreadyhas multipleListViews,andyoucancreateyourown. Whenyoufirstopenamenu,thefirstListViewyouseeislikelytoshowyouanemptylist. Salesforceisshowingyouthingsyouhaveviewedrecently.Thisisknownasthe RecentlyViewedListView. Ifthisisyourfirstuseandyouhavenotyetviewedanything,youwillseeanemptylist. Toseesomedata 1. ClickonRecentlyViewed. “RecentlyViewed”isthenameofalistthatshowsitemsyouhaveviewedrecently. Nowthatyouhaveclickedonit,youcanseethenamesofotherlists. 8 FinanceManagementUserGuide

2. Clickonanylistcontainingtheword“All.” Ifthereisdatainyoursystem,thislistislikelytoshowit.

3. Youcannowseethedatadisplayedbythislistview.

4. Nowre-openthelistviewandnoticethedifferenttypesofviews. Eachlistpotentiallycontainsadifferentsubsetofrecords.Salesforceuseslistviewsto maketheamountofdatayoucanseemanageable. CHAPTER1│HowtobrowseinformationusingListViews 9

5. Nowclickawaytoadifferenttab. YouwillseethelistofrecentlyviewedAccounts,whichwillbeemptyifyouhavenot yetviewedany.

6. Nowcomebacktotheoriginaltab. Ifyouseeanemptylist,itisbecauseSalesforceisshowingyoutheRecentlyViewed list. Whilethisbehaviormightbesurprisingwhenyouarejustgettingstarted,in practiceitisveryuseful.Mostofthetime,wewanttoworkonrecordswe haverecentlyviewed.Ofcourse,ifyouhadclickedononeoftherecords, thislistwouldn’tbeempty.Itwouldshowtheitemyouhadclickedon. Takesometimetogothrougheachofthelistviewsinthesystem.Getto knowthesortofavailablelistviews.Understandingwhatisavailablewill helpyoufindtherightinformationattherighttime. 10 FinanceManagementUserGuide

Keylistviews InadditiontothestandardSalesforcelistviews,FinanceManagementshipswithitsown rangeofusefullistviews.Familiarizingyourselfwiththeselistviewswillhelpyouquickly becomeproficientinlocatinginformation.Asummaryofthestandardlistviewsappears inthetablebelow. Record type ListNameDescription Accounts Business Accounts Thelistofbusinesscustomers. Individual Accounts Thelistofpotentialfranchisees(relatedtoyourbusiness entity)andindividualandhouseholdcustomers(owned byfranchisees). FranchisePro- fileAccounts ThelistofFranchiseProfileAccounts.Thesearetheentit- iesoperatingthelicensedfranchiseterritories.Each FranchiseProfileAccountbelongstoaMasterFranchise Profile. Employment Candidate Accounts Anyaccountsrepresentingpotentialemployees. Master FranchisePro- fileAccounts ThelistofaccountsrepresentingMasterFranchisorentit- ies.EachMasterFranchiseProfilecontainsalistof FranchiseProfileAccountsandTerritoriesbelongingtoit. Contacts AllBusiness Contacts Recordsrepresentingindividualsthatareattachedtobusi- nesscustomersofyourfranchisees. AllFranchise Contacts Recordsrepresentingindividualsthatareattachedto FranchiseProfileAccounts.Thesetypicallyrepresent franchisees,potentialfranchisees,theirbusinessasso- ciatesandemployees. Contracts AllActivated Contracts Contractsthatareactivated. AllDraftCon- tracts Contractsthataredraft. ExpiringCon- tracts Contractsthatareexpiringinthenextsevenmonths. ExpiringCon- tracts,Noti- fications Pending Contractsthatareexpiringinthenextsevenmonthswho havebeensentanotification. CHAPTER1│HowtobrowseinformationusingListViews 11

Record type ListNameDescription Invoices HeadOffice Invoices-Not Sent Generatedinvoicesthathavenotyetbeensenttofran- chisees. HeadOffice Invoices- Sent Generatedinvoicesthathavebeensenttofranchisees. 12 FinanceManagementUserGuide

Howtocustomizealistview Onceyouhavebecomefamiliarwiththelistviewsthatarealreadyavailable,youmight wanttoconfigureyourownlistviewtomeetyourparticularneed. Imagineyouwanttoseethelistofinvoiceswithmoneyoutstanding.You couldcreatealistviewtoshowInvoiceswithMoneyOwing. Tomodifyanexistinglistview 1. Selectthelistviewyouwanttocopy. 2. OpentheListViewControlandchooseClone. TheCloneListViewdialogboxappears. CHAPTER1│HowtobrowseinformationusingListViews 13

3. EnterthenewListNameandpressSave. Thenewlynamedlistviewappearstogetherwithitsfilterpane.

4. ChoosetheAddFilterlinktoaddanextrafiltercondition. 14 FinanceManagementUserGuide

5. UsetheField,OperatorandValuefieldstosetthenewcondition,thenpressDone.

6. NowpressSave. CHAPTER1│HowtobrowseinformationusingListViews 15

7. PressthearrowtoremovetheFilterspane. Nowyoucanseeyournewlymodifiedlistview. Makinglistviewscustomizedforyourrequirementswillmakeyourwork muchmoreefficientandenjoyable. Howtocreateyourownlistview Creatingyourownlistviewcanbeausefulwaytoquicklyaccessdata. Inthisexample,we’regoingtocreatealistviewtoshowuscontactsinour StateorTerritory. 16 FinanceManagementUserGuide

Tocreateanewlistview 1. OpentheListViewControlandchooseNew. 2. EnterthenewListNameandpressSave. Thenewlynamedlistviewappearstogetherwithitsfilterpane. 3. ChoosetheAddFilterlinktoaddanextrafiltercondition. CHAPTER1│HowtobrowseinformationusingListViews 17

4. UsetheField,OperatorandValuefieldstosetthenewcondition,thenpressDone.

5. PressSave. 18 FinanceManagementUserGuide

6. PressthearrowtoremovetheFilterspane.

7. Nowyoucanseeyournewlymodifiedlistview. CHAPTER1│HowtobrowseinformationusingListViews 19

Howtoaddcolumnstoalistview Youcanaddcolumnstoanycustomlistview. Toaddcolumnstoacustomlistview 1. FromRecentlyViewed,selectacustomlist. 2. OpentheListViewControlandchooseSelectFieldstoDisplay. 20 FinanceManagementUserGuide

3. FromAvailableFields,selectthefieldsyouwanttomakevisible.

4. Nowremoveanyfieldsyouwantnottodisplay. CHAPTER1│HowtobrowseinformationusingListViews 21

5. Sortthefieldsintotheorderyouwanttosee.

6. Whenyouhaveselectedallthefieldsyouwanttosee,pressSave. Nowyoucanseetheupdatedlist. 22 FinanceManagementUserGuide

Howtosharelistviews Youcanshareyourlistviewswithyourcolleagues. Tosharealistview 1.Selectacustomlistviewthatyouwanttosharewithothers. 2. OpentheListViewControlandchooseSharingSettings. TheSharingSettingsdialogboxappears. 3. SelectAlluserscanseethislistviewandpressSave. Youhavenowsharedalistviewwitheveryone. ThesharedlistviewcannowbeeditedbyanyonewiththeManagePublic ListViewspermission. CHAPTER1│HowtobrowseinformationusingListViews 23

24

CHAPTER 2 WorkingwithContracts Understandingcontracts26 ContractStatuses26 Contractfees28 Understandingcontractfees28 Howtoviewallfeesonacontract34 Howtoaddacontractfee36 Howtoadjustacontractfee43

Understandingcontracts Contractsrecordcurrentandhistoricalfees.Theyarestoredsothattheyaremachine- readable,andareusedforinvoicecalculation.Machine-readablefeerecordsmake invoicingahighlyefficientandreliablewayofgeneratinginvoicesthatareguaranteedto conformtothecontract. ContractStatuses Contractstatusesprovideaconvenientwaytokeeptrackofthestatusofeachcontract. Bymanagingcontractsthrougheachstatus,FinanceManagementhelpsyoufocuson efficientlygrowingyourbusiness. Youcanseethestatusofeachcontractbylookingatthecontractstatusindicator. Twomorestatusesbecomeavailableaftersigning. Hereisasummaryofeachcontractstatus. Draft WhenacontractisfirstcreateditisplacedintheDraftstatus.TheDraftstatusiswhere alltherelevantdetailsofthecontractareenteredandedited.TheDraftstatusiscom- pletewhenitmatchesthecontractyouhave(orwill)providetothefranchiseeforcon- sideration. Documentsissued Documentsissuedstatusrepresentstheperiodwhenthecontractisissuedtothefran- chiseeforreviewandsigning.Documentswillbegeneratedandsenttothefranchisee forconsiderationduringthisstatus. Signed Contractsignedrecordsthedateatwhichthecontractissignedbythefranchisee. IncompliancewiththeAustralianCompetition& ConsumerCommission FranchisingCodeofConduct,theremustbefourteendaysbetweentheDocu- mentsIssuedDateandtheCustomerSignedDate. 26 FinanceManagementUserGuide

Activated Signedcontractswillautomaticallyactivatewhenthecommencementdateisreached. CHAPTER2│Understandingcontracts 27

Contractfees Understandingcontractfees InFinanceManagement,contractscontainfeerecords.Feerecordsareusedtodoc- umentfinancialaspectsofthecontractualagreementwithafranchisee.Theyarealso usedtocalculatefeesforinclusiononperiodicinvoices.Generatinginvoicesusingcon- tractfeessaveslabor,increasesaccuracyandallowsFinanceManagementtomaintain recordsofallinvoicedfeesforcompliancepurposes. Eachfeerecordspecifiestwotypesofinformation Feeperiod—thestartdate,enddateandcycleatwhichthefeeischarged Feecalculation—howafeeiscalculatedeachtimeitisinvoiced Feeperiods Feeperiodsdefinehowoftenafeeiscollectedwithinthegivenduration.Thedurationis definedbythestartandenddates,andthefrequencyisdefinedbytheselectedcycle. 28 FinanceManagementUserGuide

StartandEndDates TheperiodoverwhichfeesarechargedbeginatthedatespecifiedbyStartDate.Set- tinganEndDateisoptional.WhenthereisnoEndDate,thefeewillbechargedinevery successivecycleuntilthecontractisdeactivated.WhenyoudosetEndDate,thisfee willnotbechargedafterthespecifieddate. WhenyouperformannualfeeadjustmentsforCPIincreases,itisusefultoset theexpiringfee’sEndDateandtocreateanewfeerecordtorepresentthe adjustedfeevalue.Thatwayyoumaintainarecordofthevalueofallfeesthat havebeenchargedunderthatcontract. CHAPTER2│Contractfees 29

Cycles Eachfeehasaspecifiedcycle. Availablecyclesare Daily Weekly Fortnightly(everysecondweek) Monthly Quarterly Annually Usingdifferentcyclesfordifferentfeesallowsyoutheflexibilityofchargingfeesatdif- ferentfrequencies. Forexample,acontractmayuseafixedannualfee,amonthlyfeebasedon invoices,andaweeklyfeebasedonPOSreceipts. YouwillneedatleastoneInvoiceRunforeachdifferentcyclesetonthefees. See“WorkingwithInvoiceRuns”onpage 63. Feetypes Somefranchisorsissuemultiplemonthlyinvoices. 30 FinanceManagementUserGuide

Forexample,theymayissuemanagementfeesonthefirstofthemonthand POS-basedroyaltiesonthefifteenthdayofthemonth. Toenablemultipleinvoicestobeissuedusingthesamecycle,FinanceManagement allowsyoudistinguishfeesofonetypefromanother. WhenyouareconstructinganInvoiceRun,youcanchoosetoselectspecifictypesof feesintotherun.Typicalexamplesoffeetypesaremanagementfees,softwaresub- scriptions,advertisingandcommunicationslevies. Thefeetypewilloftenalsoappearonthegeneratedinvoicebesidethefee nameinordertohelpfranchiseesunderstandwhatthefeeisfor. Feecalculations Feecalculationsdescribethewayinwhichfeesarecalculatedeveryinvoicecycle.There aretwotypesoffeecalculations Fixedfees—feesthatlevyspecificdollaramounts Royalties—feesthatareleviedinproportiontoinvoiceorPOSvalues Fixedfees Fixedfeesrepresentconcretedollaramounts.Whenyoucompleteafixedfee,youneed tospecifythattheCalculationTypeisFixed,thevalueoftheAmountIncTax,and theQuantity. CHAPTER2│Contractfees 31

QuantityallowsyoutotreattheAmountIncTaxasifitrepresentsapackage. Forexample,youmightofferyourfranchisees“advertisingpackages,”where thefranchiseemayselectadditionalpackages.Whereafranchiseeselects twopackageunits,youcanentertheQuantityas2inordertodoublethe amountchargedforthisparticularfee. TheperunitAmountIncTax,Quantityandcalculatedsub-totalusuallyall displayonthefranchiseeinvoice,dependingontheconfigurationofyour invoicetemplate. Royaltyfees Royaltyfeesrepresentfeesthatvaryinproportiontoameasureofbusinessactivity. Availablemeasuresinclude Invoice—thevalueofinvoicesissuedinthegivenperiod POS—thevalueofPOStransactionsinthegivenperiod POSdataisimportedintoFinanceManagementfromaPOSdataprovider. Whenyoucompletearoyaltyfee,youneedtospecifythattheCalculationTypeisRoy- alty,theRoyaltySourceiseitherInvoiceorPOS,andtheRateissettoaper- centagevalue. 32 FinanceManagementUserGuide

CHAPTER2│Contractfees 33

Howtoviewallfeesonacontract Hereisthebestwaytoseeallthefeesonacontract. Toviewallfeesonacontract 1. FromtheContract,selecttheRelatedtab. 34 FinanceManagementUserGuide

2. FromtheFeessection,pressViewAll. TheFeeslistappearswithasummaryoffeedetails. CHAPTER2│Contractfees 35

Howtoaddacontractfee Contractfeesaretypicallyadded: duringcontractnegotiation attheconclusionofcontractnegotiation duringtheoperationofthecontractasallowedforwithinthecontractterms Whilethesystemdoesnotmonitorchangesinthecontractfeeschedule,any changesaftersigningnotalreadyprovidedforbythetermsofthecontract requiressigningavariationtothecontract.Thesystemdoesnotmonitoror flagtheneedforvariationsbasedonfeechanges.Contractvariationscanbe issuedusingOperationsManagement.RefertotheOperationsManagement UserGuideformoreinformation. Toaddanewfee 1.Viewallfeesonacontract.See“Howtoviewallfeesonacontract”onpage 34. 2. FromtheFeeslist,pressNew. 36 FinanceManagementUserGuide

3. IntheNewFeedialogbox,configurethefeeinformation. CycleandTypecanaffectwhichinvoicerunincludesthisfee.See“Under- standinginvoiceruns”onpage 64.
4. CompletetheFeeCalculation. Forafixedfee,Howtoconfigureafixedfee. Foraroyalty,Howtoconfigurearoyalty. 5.Whencomplete,pressSave. Howtoconfigureafixedfee Fixedfeesenableyoutochargeaspecifiedamountpercontractcycle. CHAPTER2│Contractfees 37

Toconfigureafixedfee 1. FromtheCalculationTypefield,selectFixed. 38 FinanceManagementUserGuide

2. Enterthevalueandquantityoftheitem. Howtoconfigurearoyalty Royaltiesallowyoutochargeapercentageofrevenue.Youcancalculatearoyalty basedoninvoicesorondataimportedfromPOSrecords. CHAPTER2│Contractfees 39

Toconfigurearoyalty 1. FromtheCalculationTypefield,selectRoyalty. 40 FinanceManagementUserGuide

2. FromRoyaltySource,choosewhichrevenuerecordwillbeusedtocalculatethe fee. CHAPTER2│Contractfees 41

3. InRoyaltyRate,enterthepercentagevalue,thenpressSave. 42 FinanceManagementUserGuide

Howtoadjustacontractfee Therearetimeswhenyouneedtochangeacontractfee. AnnualCPIadjustmentsroutinelyrequireyoutochangefixedfees. Whenyouchangeacontractfee,youneedtoexpirethecurrentfeeandthenaddanew fee.Thisisnecessarytoenableanyfurthertrailingfeesatthecurrentratetobecharged beforeswitchingtothenewrate.Italsomaintainsarecordastothefeeshistorically chargedonacontract. Toexpireacontractfee 1.Viewallfeesonacontract.See“Howtoviewallfeesonacontract”onpage 34. 2. FromtheFeeslist,locatethefeeandselecttheEditbutton. TheEditFeedialogboxopens. CHAPTER2│Contractfees 43

3. FromtheEditFeedialogbox,EnteranEndDate,thenpressSave. ThefeeisnowlistedashavinganEndDate. Thisisthelastdateatwhichthisfeewillbecharged. 44 FinanceManagementUserGuide

4. Nowthatyouhaveendedthepreviousfee,addanewfeetothecontract.Thisnewfee willserveasthe“adjustedfee.”See“Howtoaddacontractfee”onpage 36. CHAPTER2│Contractfees 45

46

CHAPTER 3 FranchiseProfileAccounts Understandingfranchiseprofileaccounts48 Howtofindcontractfeesforafranchise49 Howtoaddacompanyasset51 Howtoaddaninsurancepolicy54

Understandingfranchiseprofileaccounts FranchiseProfileAccountsrepresentsthefranchiseoperatingentity.Settingsonthe FranchiseProfileAccountareusedtocontrol: JobAllocation Contactdetails Tradinghours Defaultsusedonquotesandinvoices Beyondthefranchisesettings,theFranchiseProfileAccounttiestogether: thefranchiseowner thecontract theterritory themasteryterritorytowhichthisterritorybelongs Visibilityofthefranchiseprofileaccount TheFranchiseProfileAccount(togetherwithJobs,Accounts,Contacts,Ter- ritoriesandTerritoryLocations)issharedbetweenthefranchisorandthefran- chisee.Anyinformationstoredon,orattachedto,theFranchiseProfile Accountisvisibletothefranchisee. Whenfranchisorswishtorecordprivateinformationrelatingtoafranchisee,a ManagementLogmustbeused.SeeUnderstandingmanagementlogs. 48 FinanceManagementUserGuide

Howtofindcontractfeesforafranchise Toviewallfeesonacontract 1. FromtheAccount,selecttheRelatedtab. 2. LocatetheContractssection,andselectthecontractwhoseStatusisActivated. CHAPTER3│Howtofindcontractfeesforafranchise 49

3. Notethecontract’scurrentdetails.Whenready,selecttheRelatedtab.
4. FromtheFeessection,pressViewAll. TheFeeslistshowsallpastandpresentfeesassociatedwiththeContract. 50 FinanceManagementUserGuide

Howtoaddacompanyasset CompanyownedassetscanberegisteredagainsttheMasterFranchiseProfileAccount. Toaddanassettotheregister 1. FromtheFranchiseProfileAccount,selectRelated. 2. OntheRelatedtab,locatetheAssetsRegisterandpressNew. TheNewAssetRegisterdialogboxappears. CHAPTER3│Howtoaddacompanyasset 51

3. CompletethedetailsforthenewassetthenpressSave. 52 FinanceManagementUserGuide

4. Thenewassetisnowaddedtotheregister. Ifyouinsertareminderdateforanasset,youwillreceiveanemailonthe reminderdatenotifyingyoutotakeaction. CHAPTER3│Howtoaddacompanyasset 53

Howtoaddaninsurancepolicy InsurancepoliciescanbeaddedtoalistofpoliciesheldagainsttheMasterFranchise ProfileAccount. Toaddaninsurancepolicy 1. FromtheMasterFranchiseProfileAccount,selectRelated. 2. OntheRelatedtab,locateInsurancePoliciesandpressNew. TheNewInsurancePolicydialogboxappears. 3. CompletethedetailsforthenewpolicythenpressSave. 4. Thenewpolicyisnowaddedtothelist. Yourwillbesentanemail30dayspriortotheexpiryofeachinsurance policyremindingyoutorenewthepolicy. 54 FinanceManagementUserGuide

CHAPTER 4 WorkingwithExpenses Understandingexpenses56 Howtoenteranexpense57

Understandingexpenses Expensesenableyoutoincludechargesonfranchiseeinvoicesthatareadditionalto standardcontractfees.Youcanincludeoneoffchargesorhaveachargebeinvoicedin aseriesofinstallments. Whenyouenteranexpense,theexpenseisconvertedintooneormoreexpenselines. Whenyouenteranexpensewithasingleinstallment,itisconvertedintoasingle expenseline. Whenyouenteranexpensewithmultipleinstallments,itisconvertedintooneexpense lineperinstallment.Theeffectivedateoftheinstallmentsarespreadacrosssub- sequentmonths. Expenselinesareinvoicedinthefirstinvoicerunconfiguredtochargeexpensesand whoseperiodincludestheexpenseline’sDueDate. Expensescanreallylowerthecommunicationsoverheadbetweentheman- agementteamandthefinanceteam. Forexample,ifthemanagementteamagreestorunadditionaladvertisingina territory,theycanentertheexpenseasaseriesofinstallments.These expenseswillautomaticallybepickedupbytheinvoicerun.Itavoidshaving tocommunicatespecialpaymentinformationtothefinanceteamviaemailat thebeginningortheendoftheinstallments. 56 FinanceManagementUserGuide

Howtoenteranexpense Tocreateanewexpense 1. UsingtheSalesforcemenu,locatetheExpensestab. RecentlyViewedexpensesaredisplayed. 2. PressNew. TheNewExpensedialogboxappears. CHAPTER4│Howtoenteranexpense 57

3. EntertheexpensedescriptionintotheSummaryfield.Thiswillappearonthefran- chiseeinvoice.

4. SelecttheFranchisetowhichtheexpensewillbeinvoiced. 58 FinanceManagementUserGuide

5. SelecttheexpenseType. TheexpenseTypecanbeusedtodeterminewhichinvoicerunincludes thisparticularexpense.See“Understandinginvoiceruns”onpage 64.

6. EntertheDatetheexpensewasincurred.

7. Choosethenumberofinstallmentsinwhichthisexpensewillbepaid. Installmentsarepayableonsubsequentmonths. CHAPTER4│Howtoenteranexpense 59

8. EntertheAmountIncTax,thenpressSave. FinanceManagementdisplaysthenewlycreatedExpenserecord. 60 FinanceManagementUserGuide

Toseewhenanexpensewillbecomepayable 1. FromtheExpense,selecttheRelatedtab. 2. Reviewtheexpenselines. CHAPTER4│Howtoenteranexpense 61

3. Toseemoredetail,pressViewAll. AllExpenseLineItemsdisplay. Ifyouneedtomanuallyeditanyoftheexpenselines,selectEdit. 62 FinanceManagementUserGuide

CHAPTER 5 WorkingwithInvoiceRuns Understandinginvoiceruns64 Understandinginvoicesources64 Understandinginvoicecycles64 Understandingwhenexpensesareinvoiced65 Howtoprepareamasterfranchisetogenerateinvoiceruns66 HowtoreadyfranchiseeaccountnamesforXerosync67 Howtoconfigureaninvoicerun69 Howtospecifyinvoiceruncycles71 Howtoaddaninvoicerunsource73 Howtogenerateaninvoicerun76 Howtoreviewgeneratedinvoices79 Howtomassemailinvoices83 Howtomanagemultipleinvoicecycles85 Howtogenerateaninvoicerunaheadoftime86

Understandinginvoiceruns FinanceManagementautomatesmassgenerationofperiodicinvoicesforallfranchisees onbehalfofaparticularMasterFranchise.Invoicesaregeneratedbyreadingthecon- tractfeesfromeachfranchisee’scontract.Expenseswhosetypeandduedatematchan invoicerunarealsocharged. Automaticgenerationofinvoicerunsprovidessignificantbenefitstoyourbusiness,by: Increasingthereliabilityofproducingperiodicinvoices Minimizingthecommunicationsoverheadbetweenthemanagementteamandthefin- anceteam Increasingtheefficiencyofproducinginvoicescomparedwithmanualinvoicegen- eration Understandinginvoicesources Aninvoicerunisconstructedbygatheringcertainfeetypesfromtheavailablefee sources. Fee Sources FeeClassesExplanation Contract Fees FixedFeesContractfeesexpressedasfixeddollarvalueperperiod. Percentage ofInvoice value Contractfeesexpressedasapercentageofinvoiced valueperperiod. Percentage ofPOSvalue ContractfeesexpressedasapercentageofPOSdata (whichisloadedintoSalesforcefromanexternaldata source)perperiod. Expenses Oneoff expenses Anyone-offexpensetobepaidbythefranchisee. Expenses paidininstall- ments Anyexpensepaidininstallmentsoveraseriesofmonths. Understandinginvoicecycles Eachinvoicerundefinesitsownperiodiccycle.Eachinvoicecycleiscapableofcol- lectingfeesthatareconfiguredforthematchingcycle. 64 FinanceManagementUserGuide

Forexample,aninvoicerunwithamonthlycyclewillonlycontaincontract feesthatareconfiguredwithamonthlycycle,ignoringallfeeswithaweekly cycle. Amonthlyinvoiceruncanonlychargecontractfeesonamonthlycycle. Aweeklyinvoiceruncanonlychargecontractfeesonaweeklycycle. Ifyouarewantingtoissueasingleinvoicetoyourfranchiseeseachperiod,it isimportanttoconfigureallfeestohaveasinglecycle.Ifyouarewantingto issuemultipleinvoiceseachperiod,youcanfilterthefeeschargedoneach invoicecycleby invoicesource cyclelength category Understandingwhenexpensesareinvoiced Everyexpenseisassignedadatewhenitbecomescapableofbeinginvoiced.Whenyou enteranexpense,itissavedintoanexpenseline.Thedateanexpensecanbeinvoiced istakenfromtheexpensedetailline’sDueDatefield. Anexpensewillbemadepartofthefirstinvoicegeneratedbyaninvoicerunthat: 1. HasaninvoicesourcethatcollectsexpensesmatchingtheexpenseType,and 2. WhoseperiodincludestheDueDatespecifiedbytheexpenseline. IfyouhavemultipleinvoicerunsthatchargeexpensesforaparticularType, whicheverinvoiceruncoverstheperiodthatincludestheDueDateandisrun firstwillgeneratetheinvoicecontainingtheexpense. Noexpenselineischargedtwice. CHAPTER5│Understandinginvoiceruns 65

Howtoprepareamasterfranchisetogen- erateinvoiceruns AMasterFranchiseProfilemustbesetupcorrectlyinordertogenerateinvoiceruns. TocheckthataMasterFranchiseProfilewillsupportinvoicerungeneration 1. EnsuretheBillingAddressisset.Ifnot,entertheBillingAddress. 2. EnsuretheDefaultTaxRateisset.Ifnot,settheDefaultTaxRate. 3. EnsuretheConfigurationSetisnotempty.Ifitisempty,askyoursystemadmin- istratortoaddaConfigurationSetforthisMasterFranchiseProfileAccount. YourimplementationmayalsousefieldswithinthePaymentMethodInform- ationsection. Checkyoursiteimplementationnotestounderstandhowyoursystemhas beenconfigured. 66 FinanceManagementUserGuide

Howtoreadyfranchiseeaccountnamesfor Xerosync WhenaninvoicefromafranchiseinvoicerunissyncedtoXero,theinvoiceislinkedtoa “customeraccount.”Bydefault,theaccountnameisgiventhevalueoftheFranchise ProfileAccount’s(FPAs)AccountNamefield. IftheXeroaccountnamediffersfromtheSalesforceFPAAccountNamefield, thesyncprocesswillupdatetheXeroaccountnametomakeitmatch. Sometimes,thenameoftheFPAAccountNameisnotasuitablenamefortheXero accountname.Whenthisisthecase,youcancontrolthenameoftheXeroaccount throughusing FinancialSystemNameType TradingNameand LegalEntityNamefields. HowtousetheLegalEntityNamefield Usethistorecordthelegalentitythatoperatesthisfranchisee. TheLegalEntityNamefieldisasimpletextentryfield.Youcanopenifforeditand enterwhatevernameyouneed.PressSavetocommitthechange. HowtousetheTradingNamefield Usethistorecordthetradingnameunderwhichthisfranchiseisoperated. TheTradingNamefieldisasimpletextentryfield.Youcanopenifforeditandenter whatevernameyouneed.PressSavetocommitthechange. CHAPTER5│HowtoreadyfranchiseeaccountnamesforXerosync 67

HowtousetheFinancialSystemNameTypefield TheFinancialSystemNameTypefieldprovidesadrop-downlistallowingyoutoselect thestyleofnametobeusedfortheXeroaccountname. --None-- RecordName LegalNameT/asRecordName LegalNameT/asTradingName RecordNamewillsettheFinancialSystemNamefieldfromtheFPA AccountNamefield. LegalNameT/asRecordNameusestheLegalEntityNamefollowed by“T/as”thentheAccountName. Legal NameT/asTradingNameusestheLegalEntityNamefollowed by“T/as”thentheTradingName. Whenyoumadeaselectionandsavedit,thenamethatwillbepushedtotheXero accountisshownintheFinancialSystemNamefield. AnychangesyoumightmaketoaFranchiseProfileAccountnameinXero willnotbereflectedbackintoSalesforce. WhenyoubeginsyncingtoaXeroaccount,thesyncprocesscontrolsthe Xerocustomeraccountnamefield.Thismeansthatanychangesyouwant madetoaXeroaccountnamemustbedonefromSalesforce. 68 FinanceManagementUserGuide

Howtoconfigureaninvoicerun Thesimplestpossiblewaytoinvoicefranchiseesistochargeallcontractfeesand expensesonasinglecycle.Themostcommonlyusedcycleismonthly. Thefollowingprocedurebuildsaninvoicerunsetforamonthlycyclethatcollectsallcon- tractfeesandexpenses. Howtoconfigureaninvoicerun 1. FromtheSalesforcemenu,selectInvoiceRuns. RecentlyViewedinvoicerunsdisplay.Thislistmaybeempty. 2. PressNew. TheNewInvoiceRundialogboxappears. CHAPTER5│Howtoconfigureaninvoicerun 69

3. Entertheinvoicerundetails,thenpressSave. Invoicerundetailsaredescribedindetail,Howtospecifyinvoicerun cycles. TheInvoiceRunDetailspageappears. 70 FinanceManagementUserGuide

4. Toconfiguretheinvoicerunsources,selectRelated. 5.NowaddtwoInvoiceRunSources: a.Acontractfeeinvoicerunsource. b.Anexpenseinvoicerunsource. Howtoaddaninvoicerunsource. Howtospecifyinvoiceruncycles Eachinvoicerunisdesignedtooperateonaparticularcycle.Youspecifythecycleusing theNewInvoiceRundialogbox. CHAPTER5│Howtoconfigureaninvoicerun 71

WhatInvoiceDaymeansonfirstgeneration Thefirsttimeyougeneratearun,InvoiceDayspecifieswhichdayofthecurrentmonth isthedatedisplayedonthegeneratedinvoice. InvoiceDaymeans“thedayofthecurrentmonth”regardlessofthecycle selected. Howinvoicerunsworkafterfirstgeneration Everysubsequenttimeyougenerateaninvoicerun,therunwillgenerateforthecycle afterthemostrecentlyruncycle. Ifyoulastgeneratedamonthlyinvoicerunon15/12/2017,anditisnow 15/02/2018,thenexttimeinvoicesaregenerated,itwillbefor15/01/2018. Foreveryinvoicecycle,FinanceManagementfindsthemostrecentlygeneratedcycle, calculatesthenextcycleandgeneratesthat. Thisallowsyouto“catchup”ifyouhappentomissinvoicingduringany period. Fordaily,weeklyandfortnightlycycles,InvoiceDayonlycontrolstheinvoice dateforthefirstgeneration.SubsequentgenerationswillcalculateInvoice 72 FinanceManagementUserGuide

Dayasbeingoneday,sevendaysorfourteendaysafterthemostrecently generatedinvoice. WhatInvoiceDueDaymeans WhatInvoiceDueDaymeansvariesbycycletype. CycleWhatInvoiceDueDaymeans Daily, Weekly, Fortnightly PaymentisduethisnumberofdaysaftertheInvoiceDay. Monthly, Quarterly, Annually Paymentisdueonthisdateofthecurrentmonth(unlessInvoiceDayis setasthelastdayofthemonth).IfInvoiceDayissettobethelastday ofthemonth,paymentisdueonthisdateofthenextmonth. WhatInvoiceDueDayEndofMonthandInvoiceDayEndofMonthcheckboxes mean WhenInvoiceDayorInvoiceDueDayvaluesare28,29,30or31,checkingeitherof thesecheckboxeswillcausethevaluetobe“lastdayinthemonth”,nomatterhowmany daysthereareinthemonth. Witheitherofthesecheckboxesset,inFebruarytheinvoicedateorduedate wouldbeonthe28th,whileinMarchitwouldbeonthe31st. ThesetwocheckboxesaffectonlyMonthly,QuarterlyorAnnualcycles,they donotapplytoDaily,WeeklyorFortnightlycycles. Howtoaddaninvoicerunsource AninvoicerunsourcecanbeconfiguredwithaSourceTypeofeitherContractFeesor Expenses.Theycanalsobefilteredbytype(returningasinglefeetype)orunfiltered (returningallfeetypes). AninvoicesourceusingContractFeewillonlyreturnfeesthathaveacycle thatmatchestheinvoicerun'scycle. CHAPTER5│Howtoconfigureaninvoicerun 73

Toaddaninvoicerunsource 1. FromtheInvoiceRunRelatedtab,locatetheInvoiceRunSourcesectionandpress New. TheNewInvoiceRunSourcedialogboxappears. 2. ChoosetheSourceType. ForalistingastowhateachSourceTypecancapture,Understanding invoicesources. 3.Tocaptureallfeeswithinasource,leavethesourceunfiltered. 74 FinanceManagementUserGuide

4. Tocaptureonlyonetypeoffeeswithinasource,selectavaluefromFilterFeesBy. 5.NowpressSave. Toaddanotherinvoicerunsource,ortofilterbyadditionalcategories,con- tinueaddingInvoiceRunSourcesuntilyouarefinished. CHAPTER5│Howtoconfigureaninvoicerun 75

Howtogenerateaninvoicerun Togenerateinvoices,theday’sdatemustbeeitheraftertheprecedingcycle’sInvoice Day,orafterthiscycle’sInvoiceDay–GenerationLeadTimedate. IfCycleisMonthly,InvoiceDayissetto15,andGenerationLeadTimeis setto7,theearliestdateyoucangeneratethiscycle’sinvoicerunisthe8th. Togenerateaninvoicerun 1. FromanInvoiceRun,presstheInvoiceRunbutton. TheInitiateInvoiceRundialogboxappears. 76 FinanceManagementUserGuide

2. CheckI’msureIwanttodothis,thenpressGenerateInvoices. TheProcessingInvoiceRundialogappears.Waituntilitcompletesprocessing. Whencompleted,itdisplaystheInvoiceRunHistoryrecord.Youcanseethesum- maryoftheinvoicerundetails. CHAPTER5│Howtogenerateaninvoicerun 77

3. Toseethelistofinvoicesthathavebeengenerated,selecttheRelatedtab.

4. Toviewthedetailsonanyinvoice,clickontheInvoiceNumber. 78 FinanceManagementUserGuide

Howtoreviewgeneratedinvoices Aftergeneratinganinvoicerun,youcaninspecteachinvoicegeneratedbytherun. Toviewinvoicesgeneratedbyaninvoicerun 1. FromanInvoiceRun,selecttheRelatedtab. 2. FromtheInvoiceRunHistorysection,selecttheInvoiceRunHistoryNumber. CHAPTER5│Howtoreviewgeneratedinvoices 79

3. FromtheInvoiceRunHistoryrecord,selecttheRelatedtab.

4. Toviewthedetailsonanyinvoice,clickontheInvoiceNumber. 80 FinanceManagementUserGuide

5. TheinvoicesummaryisavailablefromtheInvoiceDetailstab. CHAPTER5│Howtoreviewgeneratedinvoices 81

6. EachindividualInvoiceLineItemisavailablefromtheRelatedtab. 82 FinanceManagementUserGuide

Howtomassemailinvoices FinanceManagementcansendanentirebatchofemailstofranchiseessimultaneously. Tomassemailinvoices 1. FromtheInvoicestab,selecttheHeadOfficeInvoices-NotSentlistview. 2. Nowselecteachinvoicethatyouwanttosend,thenpressMassEmailInvoices. TheInvoiceGenerateDocumentpageappears. CHAPTER5│Howtomassemailinvoices 83

3. PressRun. FinanceManagementindicatesthatitisprocessingtherequests.Itdisplaysadialog box,thendisplaystheHomepage.
4. YoucanconfirmthattheemailshavebeensentbygoingbacktoInvoicesandselect- ingtheHeadOfficeInvoices-Sentlistview. 84 FinanceManagementUserGuide

Howtomanagemultipleinvoicecycles Herearesomecommonrecipesforconfiguringcontractfeesandinvoiceruns. Tocreateasingleinvoicerunpermonth Youcreateamonthlyinvoicerunwithtwoinvoicesources: Anexpensesource Acontractfeesource Yousetupbothsourcessotheyareunfiltered.Thatwayallcontractfeesandexpenses arecaptured,assumingthateverycontractfeeisinfactsetupforamonthlycycle. Thisreciperequiresallfeesinthefranchiseecontractstohaveamonthlycycle. Tocreateinvoicerunswithmultiplecycles Youmayhaveaweeklyinvoiceandamonthlyinvoice. Inthiscase,youcreatetwoinvoiceruns.Oneinvoicerunissettoaweeklycycle,andthe othertoamonthlycycle. Youcanconfigureoneorbothoftheinvoicerunstocollectexpenses.Ifyouwanttofilter byexpensecategory,youcanchoosetodoso.Withoutfiltering,expensesthataredue willbechargedonthefirstavailablecycleconfiguredtocollectexpenses.Anexpenseis neverinvoicedtwice. Bothinvoicecycleswillbeconfiguredwithcontractfeesources.Ifthecycleissufficientto distinguishthefees,thenyoucanleavethecontractfeesourceunfiltered.Otherwise,fil- terthemtoensurethecorrectfeecategoryispickedupbyeachinvoicerun.Where eitheroftheinvoicerunsdrawfrommultiplecategories,youmustaddoneinvoicesource percategory. Tocreateinvoicerunswiththesamecyclethatareissuedatdifferenttimesinthe month Sometimesyoumighthaveamonthlyinvoiceinthefirstweekofthemonth,withanother monthlyinvoicemid-month. Inthiscase,youcreatetwoinvoiceruns,bothofwhicharesettomonthlycycles. Eitheroneorbothoftheinvoicerunscanbeconfiguredwithanexpensesourcetype. Bothoftheinvoicerunsshouldbeconfiguredwithacontractfeesourcefilteredbythe appropriatecategory.Forexample,theearly-in-monthinvoicemightbefilteredforsoft- waresubscriptions,whilethemid-monthinvoicemaycollectmanagementfees,royalties andexpenses. CHAPTER5│Howtomanagemultipleinvoicecycles 85

Howtogenerateaninvoicerunaheadof time Youcangenerateinvoicerunsseveraldaysaheadofwhenyoudistributethe invoices. Thisallowsyoutochecktheinvoicegenerationandperformanyotherneces- saryaccountingprocedurespriortosendingtheinvoices. Togenerateaninvoicerunaheadoftime,ensuretheGenerationLeadTimeissetcor- rectly.See“Howtoconfigureaninvoicerun”onpage 69.Whenyouarereadytoinvoice therun,See“Howtogenerateaninvoicerun”onpage 76. 86 FinanceManagementUserGuide

CHAPTER 6 WorkingwithInvoices,Pay- ments& CreditNotes Understandingpaymentsandcreditnotes88 UsingCreditNoteswithFinancialIntegration88 UsingCreditNotesinFinanceManagement88 Payments89 Howtorecordapayment89 Howtoreviewpaymentsforaninvoice92 CreditNotes95 Howtodiscountaninvoiceusingacreditnote95 Howtoallocatecredittoaninvoice95 Howtoallocatecreditagainstmultipleinvoices100

Understandingpaymentsandcreditnotes FinanceManagementallowsyoutorecordfranchiseepaymentsagainstinvoices.You canalsoofferdiscountsandallocatepaymentsusingCreditNotesandCreditAlloc- ations. FinanceManagementcanoptionallyintegratewiththeXeroaccountingsoft- ware. UsingCreditNoteswithFinancialIntegration IfyouhavechosentousefinancialintegrationwithXero(andhavecreatedanactivecon- nectiontoXero)werecommend: DowhatWhereNextaction Create invoice FinanceMan- agement InvoicescreatedinFinanceManagementareauto- maticallyandinstantlysenttoXero. Createcredit note FinanceMan- agement CreditnotescreatedinFinanceManagementareauto- maticallyandinstantlysenttoXero. Allocate creditto invoice Xero AllocationswillbepulledbacktoFinanceMan- agementwithin15minutes,OR Forinstantupdate,fromtheinvoiceinFinanceMan- agement,pressPullfromFinancialSystem. UsingCreditNotesinFinanceManagement IfyouelecttonotuseFinancialIntegration,youcanentercreateinvoices,enterpay- ments,createcreditnotesandallocatecredittoinvoicesallinFinanceManagement. 88 FinanceManagementUserGuide

Payments Howtorecordapayment ItispreferabletorecordyourpaymentsinXeroifyouareusingfinancialinteg- ration.AnypaymentsrecordedinXerowillbepulledbacktoSalesforce(gen- erallywithin15minutes).Youcanimmediatelyretrievechangestopayment bymanuallychoosingthePullfromFinancialSystembutton. IfyouarenotusingfinancialintegrationwithXero,youcanrecordpaymentswithin FranchiseOps.Yourecordpaymentsagainstaninvoice.Youfirstlocatetheinvoicegen- eratedforaparticularfranchise,thenyourecordthepaymentagainsttheinvoice. 1. FromtheInvoice,selecttheRelatedtab. CHAPTER6│Payments 89

2. FromthePaymentssection,pressNew. TheNewPaymentdialogboxappears.

3. PressNext. TheNewPaymentdialogboxappearswithInvoiceautomaticallyselected. 90 FinanceManagementUserGuide

4. Completethepaymentinformation,thenpressSave.

5. TheNewPaymentdialogboxissavedandthepaymentappearsontheInvoice. CHAPTER6│Payments 91

Howtoreviewpaymentsforaninvoice Tounderstandthestatusofpaymentsonaninvoice 1. FromtheInvoicestab,openanInvoice. 2. Forasummaryofthecurrentpaymentstatus,fromtheInvoicereviewPayment Details. 92 FinanceManagementUserGuide

3. Tocheckthedetailbehindthecurrentstatus,selecttheRelatedtab. NowyoucanseeboththeInvoiceLineItemscomprisingtheinvoice,andthePay- mentsallocatedtowardsit. CHAPTER6│Payments 93

4. Tocheckfurtherpaymentdetails,selectthePaymentNumber. ThePaymentDetailsdisplay. 94 FinanceManagementUserGuide

CreditNotes Howtodiscountaninvoiceusingacreditnote Sometimesyouneedtodiscountanissuedinvoice.Thereareavarietyofreasonsyou maychoosetodothis: Youmaychoosetoroundoffaninvoicewhenafranchiseepaysincash Youmaychoosetousethisfeatureinthecaseofincentivesforrapidpayment,or Youmayusethistocorrecterrorsinpreviousbillingcycles. Toprovideadiscountonaninvoice 1. FromtheInvoice,notethevalueofAmountOwing. YounowneedtocreateanewinvoiceasaCreditNote. Howtoallocatecredittoaninvoice Whenyouissueacreditnote,yougenerallyneedtoallocateittoaninvoice. CHAPTER6│CreditNotes 95

Toallocateacreditnotetoaninvoice 1. FromtheCreditNote,presstheRelatedtab. 2. FromtheCreditAllocationssection,pressNew. TheNewPaymentdialogboxopens. 96 FinanceManagementUserGuide

3. ChooseCreditAllocation,thenpressNext. TheNewPayment:CreditAllocationdialogboxopens.

4. SelecttheInvoice,entertheAmountandEffectiveDateandthenpressSave. Dependingontheunderlyingpaymentmethod,youmayfinditusefulto includeatransactionnumberintheReferencefieldortoassignaStatus. CHAPTER6│CreditNotes 97

5. Thecreditinvoiceisnowallocatedasapaymentagainstthecustomerinvoice.

6. YoucancheckthatthisiscorrectbyselectingtheInvoice. 98 FinanceManagementUserGuide

7. ReviewPaymentDetails.CheckthattheAmountOwingis$0.00.Whenthisisthe casethecreditnotehasbeencorrectlyallocated. CHAPTER6│CreditNotes 99

Howtoallocatecreditagainstmultipleinvoices Sometimesyoumayneedtoallocatecreditagainstmultipleinvoices. Toallocateacreditnotetomultipleinvoices 1.GeneratetheCreditNoterecord.See“Howtodiscountaninvoiceusingacreditnote” onpage 95. 2.Nowallocatepartofthevalueofthecreditnotetothefirstinvoice.See“Howtoalloc- atecredittoaninvoice”onpage 95. 3.Repeatallocationsteps2through4untilyouhaveallocatedtheentirevalueofthe creditnote. 100 FinanceManagementUserGuide

CHAPTER 7 XeroIntegration UnderstandingXerointegration102 Whatdataisexchanged102 Whendataisexchanged102 HowtoconnecttoXero103 Understandingsyncingandsyncrecords111 SyncStatuses111 Typesofsyncrecords111 Howtofindthemostrecentsync115 Howtopreventhistoricalsyncing117 Howtomanuallysyncspecificrecords121 Howtoupdateaninvoiceafteritiscreated123 Howtoperformendofmonthreconciliation126

UnderstandingXerointegration FinanceManagement’sFinancialIntegrationprovidestheabilitytoconnectSalesforce financialinformationwithXero.Thisallowsfranchisorstotakeadvantageofthe strengthsofSalesforceandFinanceManagement,whilealsoprovidingthefinancial reporting,controlsandcompatibilitywithsoftwarerequiredbyfinancedepartments. Whatdataisexchanged FinanceManagementexchangesthefollowingfinancialrecords Accounts Invoices Payments CreditNotes CreditAllocations ThisdataisreplicatedfromSalesforcetoXero.ChangesmadeinXeroaresynchronized backtoSalesforce. SupplierInvoicescanoptionallybesenttoXero.SupplierInvoicesdon’tsync backfromXerotoSalesforce. Whendataisexchanged Whenyoucreateanewinvoice,payment,creditnoteorcreditallocationinaXero accountthatisconnectedto,changesarereplicatedbacktoFinanceManagementin thenextsynccycle.Thefrequencyofthesynccycleisdeterminedbythesettingofthe MasterFranchiseProfileAccount’sConfigurationSet. 102 FinanceManagementUserGuide

HowtoconnecttoXero YouwillneedyourownXeroaccountandhaveonhandyourXerousernameandpass- wordtoconnectFinanceManagementtoXero. ToconnectyourMasterFranchiseProfileAccounttoXero 1.Inyourbrowser,logintoXero. 2.FromSalesforce,connectyourFranchiseProfileAccounttoXero. Howtodothisisdescribedbelow. TologintoXero 1. GototheXerowebsitewww.xero.com.auandclicktheLoginbutton. 2. NowenteryourEmailaddressandPasswordthenpressLogin. 3. Xeromaypromptyoutosetuptwo-stepauthentication.PressSetuptwo-stepauthen- ticationtocontinue. CHAPTER7│HowtoconnecttoXero 103

4. Ifyoudon’talreadyhavetheGoogleAuthenticatorapponyourmobilephone,goto theAppStore(foriPhone)orGooglePlay(forAndroid)anddownloadtheGoogle Authenticatorapp. 104 FinanceManagementUserGuide

5. Ifthisthefirsttimeyou’veusedGoogleAuthenticator,tapBeginSetup(otherwise,tap the+button)thentabScanbarcode. CHAPTER7│HowtoconnecttoXero 105

6. Ifthisisthefirsttimeyou’veusedGoogleAuthenticator,youmayneedtograntper- missiontouseyourcamera.PressOK. 106 FinanceManagementUserGuide

7. NowpointthecameraattheQRcodeonthescreen.Thecamerawillrecognizethe codeandcreatetheauthenticationkeyonyourphone.Theauthenticationkeyshows atime-limitedcodethatchangesregularly.

8. EnterthesixdigitcodeandpressLogin. 9.HavingloggedintoyourXeroaccount,you’renowreadytoconnectyourFranchise ProfileAccounttoXero. CHAPTER7│HowtoconnecttoXero 107

ToconnecttoXero 1. FromyourMasterFranchiseProfileAccount,presstheConnecttoXerobutton. TheWelcometoXerologinpageappears. 2. PresstheAllowAccessbutton.DoingsogivespermissionforyourFinanceMan- agementaccounttosynchronizefinancialdatawithyourXeroaccount.Changesand additionstodatainXerowillbesynchronizedbackintoSalesforce. YourMasterFranchiseProfileAccountdisplaysandtheAccountCodeMapping Setupdialogboxappears. 108 FinanceManagementUserGuide

3. SelectappropriatevaluesfortheAccountCodeMappingSetupandpressSave. TheaboveimageshowsamappingtoaneditedXerochartofaccounts. WhenyouedityourXerochartofaccounts,youcanreviewthemappingto ensureFinanceManagementisstillpushingtotherightaccounts.
4. YourFinanceManagementaccountisnowconnected. NowthatyourXeroaccountisconnected,financialdatayouenterintoFin- anceManagementisautomaticallytransferredtoyourXeroaccount. InformationyouenterintoXeroissynchronizedbacktoFinanceMan- agementperiodically.Howfrequentlythisoccursdependsonthesyncset- tingsconfiguredagainsttheMasterFranchiseProfileAccount’s ConfigurationSet.Youmayneedtocheckwithyoursystemadministrator tofindhowfrequentlythishasbeenset. CHAPTER7│HowtoconnecttoXero 109

Ifatanytimeyouneedtorevisethemappingforaconnectedaccount, simplypressViewMapping.Youwillbeabletoeditandsavethemapping whileitisstillconnected. 110 FinanceManagementUserGuide

Understandingsyncingandsyncrecords SyncStatuses WhenyouareconnectedtoXero,yourfinancialrecordswillhaveaniconshowingthe syncstatusofthatrecord.FinanceManagementworksbypushingfinancialinformation tothefinancialsystemandthenpullingitback. ChangesinFinanceManagementareimmediatelypushedtoXero. FinanceManagementchecksperiodicallytoseeifdatahasbeenchangedwithinXero.If datahaschangedthenitispulledbacktoFinanceManagement. Theresultsofeachpushtoandpullfromthefinancialsystemaretrackedwithinthe SyncsrecordsattachedtotheMasterFranchiseProfileAccount. Thefollowingtabledescribesthemeaningofeachsyncstatus. IconMeaning Synchasnotbeenattempted. Therecordhasbeenpushedtothefinancialsystemandpulledbacksuc- cessfully. Therecordhasbeenpushedtothefinancialsystembutnotyetpulledback fromit. Therecordhasbeenpulledfromthefinancialsystem. Attempttopushtherecordtothefinancialsystemhasfailed. Typesofsyncrecords TherearethreetypesofSyncrecords. CHAPTER7│Understandingsyncingandsyncrecords 111

AutomatedSyncRequestrecords. Thesearetheautomaticsyncsthatoccuronthescheduleset.Theyhavenoparent. YourecognizeanautomaticSyncbylookingatitsType.YourecognizeitasaRequest recordbyobservingthattheParentSyncfieldisempty. 112 FinanceManagementUserGuide

ManualSyncRequestrecords. TheseareSyncoperationsinitiatedbyasystemadministrator.Youcanrecognize thembyseeingtheyareofTypeManual,andtheParentSyncfieldisempty. CHAPTER7│Understandingsyncingandsyncrecords 113

ChildSyncResponserecords. EachRequestrecordhasoneormorechildResponserecordsassociatedwithit.Each ResponserecordisachildoftheRequestrecord.YourecognizeaResponserecord becauseithasthenameofitsparentwithintheParentSyncfield. 114 FinanceManagementUserGuide

Howtofindthemostrecentsync ThistopicassumesyouhaveconnectedyourXeroaccount.See“Howtocon- necttoXero”onpage 103. Synchronizationoccursautomaticallybasedonascheduleconfiguredbyyourfran- chisor.Syncscanalsobemanuallyinitiatedbysystemadministrators.Youcancheck themostrecentsynchistoryfromyourAccount. Tocheckthemostrecentsyncperiod 1. FromyourAccount,selecttheRelatedtab. 2. ScrolldowntotheSyncssection,thenpressViewAll. CHAPTER7│Howtofindthemostrecentsync 115

3. ClickontheSyncNamecolumntoordernewesttooldest. ThemostrecentsetofsyncsisgivenbythelatestSyncrecords.
4. ChecktheFromDateandtheToDateinthemostrecentautomatedsynctodeterm- inewhenthemostrecentsyncoccurred. 116 FinanceManagementUserGuide

Howtopreventhistoricalsyncing WhenyouaresyncinganewFranchiseProfileAccountorMasterFranchiseProfile AccountwithaXeroaccountthathasextensivehistory,youwilloftenneedtopreventthe systemfromattemptingtosynctheentirehistory. Attemptstosyncalong-livedXeroaccountwithanewlycreatedFranchise ProfileAccountwillusuallyresultinsyncingerrors.Youneedtolimitthesync totheperiodinwhichtheFranchiseProfileAccounthasrecordsrelatingtothe Xeroaccount. Topreventhistoricalsyncing 1. FromtheFranchiseProfileAccount,findtheSyncssectionandpressNew(buttonis ontheRelatedtab). 2. FromtheNewSyncsdialogchooseRequest. CHAPTER7│Howtopreventhistoricalsyncing 117

3. SettheSyncStatustoSucceeded. 118 FinanceManagementUserGuide

4. SettheTypetoAutomatic. CHAPTER7│Howtopreventhistoricalsyncing 119

5. SetToDatetoarelativelyrecentdate(e.g.yesterdayortoday),thenpressSave. ThiswillpreventautomaticsyncingfromattemptingtosyncpriortothespecificTo Date. Ifyouneedtosynchistoricalrecordsfromadefinedrangepriortothespe- cifiedToDate,createamanualsyncforthedesiredperiod(See“Howto manuallysyncspecificrecords”onthefacingpage). 120 FinanceManagementUserGuide

Howtomanuallysyncspecificrecords Fromtimetotimeitmaybenecessarytoattempttosyncspecificrecords.Youcando thisbyinitiatingamanualsyncthatsynchronizesspecificinvoicesorinvoicesfromapar- ticulardateandtimerange.Whenamanualsyncisspecifiedbasedonadateandtime range,allfinancialrecordswhosecreateorupdatetimestampsfallintothespecifieddur- ationaresynced. Tosyncspecificdateandtimerangesforaparticularaccount 1. FromtheSyncssectiononanaccount’sRelatedtab,pressNew. TheNewSyncdialogboxappears. 2. FromtheNewSyncdialogbox,selectRequestthenpressNext. TheNewSync:Requestdialogboxappears. CHAPTER7│Howtomanuallysyncspecificrecords 121

3.FromtheNew Sync:Requestdialogbox,enter: a. theTypeasManual b. eithertheInvoiceortheDateRangetobemanuallysynced. 4.Whenyouhavecompletedtheselections,pressSave. 5.Themanualsyncoccursinthebackground. 122 FinanceManagementUserGuide

Howtoupdateaninvoiceafteritiscreated WhenaninvoiceiscreatedinanaccountthatissyncedwithXero,thesyncoccursas soonasitiscreated.Sometimesyouneedtochangesomedetailsontheinvoicewithin Salesforceandthensendtothefinancialsystem.Whenthishappens,itisusefultosend theinvoicetothefinancialsystem.Thiscanensurebothsystemshavethemostup-to- datedetail. Youcanupdateaninvoicetothefinancialsystemafterthefirstsyncand beforeanypaymentsarerecorded. Tosendchangestothefinancialsystem 1. Startwithaninvoicewhosedetailsyouwanttochange. CHAPTER7│Howtoupdateaninvoiceafteritiscreated 123

2. Nowmakeachangetoit. Aftermakingthechange,youwillwanttoupdateitinthefinancialsystem.

3. FromtheInvoice,pressSendtoFinancialSystem. TheSendtoFinancialSystemdialogboxappears. 124 FinanceManagementUserGuide

4. PressFinish. TheInvoicehasnowbeenupdatedinthefinancialsystem. CHAPTER7│Howtoupdateaninvoiceafteritiscreated 125

Howtoperformendofmonthreconciliation Performinganendofmonthreconciliationinvolvescomparingtheinvoicereport providedbyXerowiththeinvoicereportforFranchiseOwnersavailablewithinFinance Management. ToobtaintheXeroendofmonthreport 1.LogintoyourXeroaccount. 2. FromtheReportsmenu,chooseAll Reports. 3. FromtheReportsdashboard,choosetheCustomerInvoiceReport. 126 FinanceManagementUserGuide

4. ModifytheparameterstosuitandpresstheUpdatebutton.Thereportappearson- screenandcanbeexported. ToobtaintheFinanceManagementendofmonthreport

5. FromtheSalesforcemenu,selectReports. CHAPTER7│Howtoperformendofmonthreconciliation 127

6. FromtheReportspage,gotoAllFoldersandselectFinanceReportsfolder.

7. NowselecttheInvoiceStatusReport. 128 FinanceManagementUserGuide

8. Thedataforthecurrentmonthappears.Youcanexportasneeded. Usethefilterbuttontoresetthereportingperiodtosuit. Toreconcilethemonthlyreports 1.Comparethetotalsofthetworeportstocheckthattheymatch. 2.Examinethedetailinthecasethatthereisanydiscrepancyandmakechangesto bringthetwosystemsintoreconciliation. CHAPTER7│Howtoperformendofmonthreconciliation 129

130

CHAPTER 8 WorkingwithReports Understandingreports132 Standardreports136 Financereports136 HeadOfficeReports136 Howtoexportareport138 Howtoprintareport140

Understandingreports Areportprovidesasummaryofyourrecordsfilteredbyspecificcriteriaatapointintime. Reportsprovideagreatwaytoremainawareoftheoverallperformanceofyourbusi- ness. FinanceManagementshipswitharangeofreportstailoredtooperations. Todiscoveravailablereports 1. FromtheSalesforcemenu,chooseMore,thenchooseReports. Therecentreportsfolderappears.Ifyouhaveyettouseareport,thiswillbeblank. 132 FinanceManagementUserGuide

2. Toseethedifferenttypesofreports,gototheAllFoldersfolder. ThereyouwillseeeachofthedifferentcategoriesofreportthatcomewithFinance Management. CHAPTER8│Understandingreports 133

3. Selectanyoneofthereportfolders. Nowyoucanseethereportswithinthatfolder. 134 FinanceManagementUserGuide

4. Openupsomeofthereportsandlookatthem.Youwillbegintounderstandtherange ofreportsavailabletoyou.Afteryouhavebrowsedaroundforawhile,theRecent reportsfolderwillcontainallthereportsyouhaveopenedandlookedatrecently. CHAPTER8│Understandingreports 135

Standardreports Whileyoucanalwayscreateyourownreports,thereportsthatshipwithFinanceMan- agementaresummarizedbelow. Financereports ReportNameDescription Expensesby Franchise Expensedetailsgroupedbyperiodthenbytype. Expensesby Week Expensedetailsgroupedbyperiodthenbytype. HOOpsMonthly SalesFYTD HeadOfficeInvoices(forissuetofranchisees)groupedbymonth. InvoiceStatus Report EnableperiodicreconciliationwithXero. Paymentsby Month FranchiseepaymentstoHeadOfficegroupedbymonth. HeadOfficeReports ReportNameDescription ActiveTerritories byState OwnedTerritoriesbyState. AllJobsbyState& Source Listingofjobs,statuses,locationsandownersbystateand source. AllJobsLast WeekESB Listingofjobs,sources,statuses,locationsandownersalongthe EasternSeaBoardofAustralia. Ceasing Franchisees Franchiseeswhosecontractsareintheprocessofbeingdeac- tivated. JobOfferLead- erboardbyState LastWeek ListingofJobOffersbyFranchiseeandStateinthelastseven days. JobOffersLast WeekESB ListingofJobOffersbyStateinthelastsevendaysalongthe EasternSeaBoardofAustralia. JobsHistorical Trends JobdetailsgroupedbyPeriodandState. SelfGenerated WorkLastWeek Jobsthatdidnotcomefromthewebsiteorcallcenterinthelast sevendays. 136 FinanceManagementUserGuide

ReportNameDescription TerritoryOnlyby BillingState Territorieslistedbybillingstate. ZeroJobOffersby State ListingoffranchisesreceivingnoJobOfferswithinthelastseven days. CHAPTER8│Standardreports 137

Howtoexportareport YoucanexporttheresultsofareporttoExceloracommadelimitedformat. Toexportreportresults 1. Fromanyreport,presstheShowmorebuttonthenchooseExport. TheExportdialogboxappears. 138 FinanceManagementUserGuide

2. ChoosebetweenaFormattedReportandaDetailsOnlyreport. AFormattedReportwillappearsimilartowhatyouseeon-screenandisusefulfor printingorpastingintoemailsandreports.ADetailsOnlyreportispreferableforper- formingfurthercalculations.
3. IfyouchooseDetailsOnly,choosetheformatyouneed(Excelformat.xlsor CommaDelimited.csv)thenpressExport. Youwillfindtheexporteddatainyourbrowser’sDownloadsfolder. CHAPTER8│Howtoexportareport 139

Howtoprintareport Toprintareport 1.Exportthereport.See“Howtoexportareport”onpage 138. 2.PrintitusingExcel. 140 FinanceManagementUserGuide

CHAPTER 9 AccessingHelpandSup- port FurtherProductDocumentation142 KnowledgeBase142 ContactingCustomerSupport143 RaisingServiceRequests143 GrantingAccountLoginAccess151

FurtherProductDocumentation Congratulationsforstartingalongthepathwaytoaccelerateyouroperationsusing FranchiseCloudSolutionsproducts.Weknowyou’relikelytohavequestionsandneed supportalongtheway. Thefirstportofcallshouldalwaysbeourcomprehensivevideotutorialsanduserguides. Thisguidecontainedabriefsummaryofthemostcommonlyusedfeaturesneededfor V.I.P.’sCommercialdivisions.FormoreinformationaboutV.I.P.BusinessManagement, seetheV.I.P.BusinessManagementSuiteUserGuide. KnowledgeBase FranchiseCloudSolutionsmaintainsaKnowledgeBasecovering ReleaseNotes Tips& Tricks Configurationinstructions Errormessages CustomerscanaccesstheKnowledgeBaseatanytime. 142 FinanceManagementUserGuide

ContactingCustomerSupport Customerscanaccessourcustomersupportteambetweenthehoursof8:30amand 5:30pmMondaythroughFriday.YourprojectmanagerwilladdkeypersonneltoourSer- viceDesktoallowthemtoraiseissuesandrequestassistance. Customerscanalsoreachoursupportteambysendingemailto service@franchisecloudsolutions.com RaisingServiceRequests WhenyoulogintotheServiceDesk,you’reshownalistofthetypesofservicerequests youcanraisewithus.Weaskyoutochoosethemostappropriaterequesttypesothat wecanhelpyoumosteffectively. Fromthismenu,selectthetypeofrequestyou’rewantingtoraise.Eachtypeofservice requestisexplainedbelow. RequestTypeComments HowdoI... Weprovidecomprehensivevideosanduserguidesforallour products.Thesematerialscoverallstandardandbasicprocedures. However,therewillstillbearangeofthingsitdoesn’tcover,suchas site-specificcustomizationsandadvanceduses.Forthesetypesof requests,weencourageyoutoaskoursupportspecialistshowtodo something. CHAPTER9│ContactingCustomerSupport 143

RequestTypeComments Technicalsup- port... Ifyouarethesiteadministratorandneedhelpconfiguringthe product,weencourageyoutoreachouttousforassistancewithtech- nicalsupport. Reportabug... Ifyouseebehaviorthatyoubelievecontradictsthedocumentationor performsinamanneragainstyourexpectations,feelfreetoreporta bug. Suggestan improvement... Whenthereisanexistingpieceoffunctionalitythatyoubelievecould beimproved,feelfreetosuggestithere. Suggestanew feature... Whenyouwouldliketothesystembeextendedtocoveranewarea offunctionality,we’rekeentoreceiveyourinput.(Wecan’talways promisethatweimplementeveryfeaturerequestpromptlybutwedo regularlyreviewcustomerfeaturerequestsandprioritizethembased onbusinessneed.) Licensingand billingquestions Forquestionsrelatedtolicensingandbilling,pleasecompletethis typeasourlicensingspecialistscandealwithit. Otherquestions Foranyquestionsnotfallingintooneoftheabove-listedcategories, feelfreetousethisrequesttype. HowtoSuggestImprovementsorFeatures We’realwayskeentobetterunderstandhowyouworkandwhatyourneedsare.When yourequestanewfeature,we’realwayskeentounderstandhowyoudobusinesstoday. Wewouldliketoknow: 1.Yourcurrentbusinessprocess.Whatdoyoudo?Whatareyoubusinessrules? 2.Howyourteammembersachievethetasktoday. 3.Howyoureckonthetaskcouldbestbeachievedinoursoftware. Mostpeopleonlytellus#3. We’realwaysmoreabletohelpyouifyougiveusallthreepiecesofinform- ation. HowtoReportaBug FranchiseCloudSolutionsimplementationscomewithasuiteoftestcasestoassistyou withUAT.EachUATcaseprovidesasetofstepsthatyoushouldbeabletofollowto completion. Ifatestfails,thencongratulations!,youhavejustfoundabug! 144 FinanceManagementUserGuide

Theremaybeseveraldifferentreasonsforbugs.Itmightbe: abrowserbug aproblemwithourcode anissuewithtestdataortemplates adocumentationbug anissuewiththetestsuite or,perhaps,somethingelseentirely. Whateverthecasemaybe,reportingitwellandinatimelyfashionwillhelpusresolve theissueassoonaspossible. Whatisausefulbugreport? Whenyoudofindbugsthatneedfixing,we’rekeentogetthemresolvedassoonaspos- sible.Whatreallyhelpswiththisisgettingalltheinformationweneedtoidentifythe issue. Someofthisdependsongettinghighqualityinformationfromyou. Here’showyoucanhelpushelpyou! WithinourHelpDesk,youcanseealltheservicerequeststhatyourorganizationhas filed.We’dappreciateitifyou’dcheckthatyourbughasn’talreadybeenraised. Whenyoulogabug,pleaseremembertodescribeonlyasinglebuginaservicerequest. Feelfreetoraiseasmanyissuesasyouneed! Herearesometipsonwritingagoodbugreport. Howtowriteagoodbugreport WriteaSummarythatoutlinesthebugasbestyoucandescribeit. WithintheDetailsection,weneedthefollowinginformation 1.Whathappened?Whatconcretethingsdidyouobserve? 2.Stepstoreplicate?Listeachpage,field,datavalueandbuttonpressedtoreplicate. 3.Whatyouexpectedthesystemtodo(iftherewasnoerror). 4.Theerrorthatyouobserved. 5.Yourbrowserandoperatingsystem. 6.Includeascreenshotoftheissue.Makesurethescreenshotincludestheentirewin- dow. CHAPTER9│ContactingCustomerSupport 145

Optionally,wewouldinviteyoutoalsocharacterizetheBusinessImpactaccordingto thisscale. 1.Whoisaffected(franchisees/whoinheadoffice)?Whatproportionoffranchisees? 2.Visibility?Estimateofhowmanytimespermonth(perfranchisee/affectedparty)this issuewillbeencountered. 3.Blocks?Doesthisblockaprocess?Whatprocessisblocked? 146 FinanceManagementUserGuide

ExampleBugReport(minimal) Summary Franchiseedoesnothavepermissiontocreateanewjobfromacustomer'sAccounts page. Description Cannotcreatenewjobfromacustomer'sAccountpage. Toreplicate: 1.LogintoBusinessManagementasafranchisee. 2.GototheAccountstabandselectanaccount. 3.ClicktheCreateNewJobbutton. EXPECT:Anewjobtobecreated. ACTUAL:Errordialog"CreateNewJob"displayswiththemessage"Youcan'tperform thisactiononthispage." Environment Sandbox. GoogleChrome. Desktop(Windows10). CHAPTER9│ContactingCustomerSupport 147

ExampleBugReport(technicaldetails) Summary AccountswithFinancialIntegrationthrowcomponenterroronpageload Description InaFranchiseAccountalreadyconnectedtoXero(e.g.HAHProd:RingwoodEast),click- ingontotheAccountDetailsscreencausestheAccountCodeMappingSetupdialogto appear.Whenitappears,itthrowsAComponentErrorexception. ComponenterrorthrowsinbothChromeandSafari. I'mloggedintoGoldenUATassystemadministrator. Toreplicate 1.GototheAccountsscreen. 2.ChoosetheFCSRingwoodEastaccount. EXPECT:FCSRingwoodEastaccountdisplays. ACTUAL:FCSRingwoodEastaccountdisplays,loadsAccountCodeMappingSetup dialog,andimmediatelythrowsComponentError. Errordetails 148 FinanceManagementUserGuide

UncaughtafterRenderthrewanerrorin'lightning:dualListbox'[Cannot
readproperty'filter'ofundefined] Message markup://lightning:dualListbox ComponentDescriptor https://fcsopsgoldenut-dev-ed.- lightning.force.com/components/lightning/dualListbox.js Function H.validateSelection StackTrace H.validateSelection()@https://fcsopsgoldenut-dev-ed.- lightning.force.com/components/lightning/dualListbox.js:2:17398 H.getvalidity()@https://fcsopsgoldenut-dev-ed.- lightning.force.com/components/lightning/dualListbox.js:2:9567 Environment Production GoogleChromeORSafari(BUTNOTFirefox). MacOS10.13. CHAPTER9│ContactingCustomerSupport 149

ExampleBugReport(mediumcomplexityreplication) Headline Eventsonjobcalendarareclickableonlyonceperinstantiation. Description YoucanonlycausetheEventdialogtoappearonaneventinthecalendarONCEper instance.Afteryou'veusedupyouroneclick,youhavetoreloadthecalendarinorderto causetheEventdialogtore-appear. Toreplicate: 1.Opencalendar. 2.Clickonanevent.TheEventdialogboxappears. 3.ClicktheCancelbutton. 4.Clickagainonthesameevent. EXPECT:Eventdialogtore-appear. ACTUAL:Eventobjectisnotclickable(doesnotshowclickablemousepointer;clicking onitelicitsnoresponse). Further: 5.Clickonanotherevent.TheEventdialogboxappears.(So,it'sonlytheeventthatwas clickedthathasbecomeunclickable;notalleventsoncalendar.) 6.ClickCancel. 7.Clickagainonthesameevent. EXPECT1:Eventdialogtore-appear. EXPECT2:Eventobjectunclickable. ACTUAL:Eventobjectisnotclickable. Environment Safari&Chrome MacOS10.12 BusinessImpact Whoaffected:Allfranchisees,UsersofJobCalendar. Visibility:40timespermonthperfranchisee. Block:None. 150 FinanceManagementUserGuide

GrantingAccountLoginAccess Sometimes,inworkingwithyouonaservicerequest,ourcustomersupportteammay needaccesstoyourenvironment.Hereishowtoprovidetheaccesstoourcustomersup- portteam. Toprovideourcustomersupportteamaccesstoyoursystem 1. SelectyouraccountSettings. 2. SelecttheGrantAccountLoginAccesspage.ThenselectanappropriateAccess DurationfromtheFranchiseCloudSolutionsSupportuser. CHAPTER9│GrantingAccountLoginAccess 151

3. PressSave.Oursupportteamwillbeabletoaccessthesystemduringtheperiodof timeyouhavegranted. Youcanrevokeaccessatanytime. 152 FinanceManagementUserGuide