UserGuide
version1.11

FranchiseOpsversion1.169-1.226
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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
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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.
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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.
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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.
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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.
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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.
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FinanceManagementUserGuide

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

3.
EnterthenewListNameandpressSave.
Thenewlynamedlistviewappearstogetherwithitsfilterpane.
4.
ChoosetheAddFilterlinktoaddanextrafiltercondition.
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FinanceManagementUserGuide

5.
UsetheField,OperatorandValuefieldstosetthenewcondition,thenpressDone.
6.
NowpressSave.
CHAPTER1│HowtobrowseinformationusingListViews
15

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

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

4.
UsetheField,OperatorandValuefieldstosetthenewcondition,thenpressDone.
5.
PressSave.
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FinanceManagementUserGuide

6.
PressthearrowtoremovetheFilterspane.
7.
Nowyoucanseeyournewlymodifiedlistview.
CHAPTER1│HowtobrowseinformationusingListViews
19

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

3.
FromAvailableFields,selectthefieldsyouwanttomakevisible.
4.
Nowremoveanyfieldsyouwantnottodisplay.
CHAPTER1│HowtobrowseinformationusingListViews
21

5.
Sortthefieldsintotheorderyouwanttosee.
6.
Whenyouhaveselectedallthefieldsyouwanttosee,pressSave.
Nowyoucanseetheupdatedlist.
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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.
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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.
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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.
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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.
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FinanceManagementUserGuide

CHAPTER2│Contractfees
33

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

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

Toconfigurearoyalty
1.
FromtheCalculationTypefield,selectRoyalty.
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FinanceManagementUserGuide

2.
FromRoyaltySource,choosewhichrevenuerecordwillbeusedtocalculatethe
fee.
CHAPTER2│Contractfees
41

3.
InRoyaltyRate,enterthepercentagevalue,thenpressSave.
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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.
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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.
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FinanceManagementUserGuide

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

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

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

3.
CompletethedetailsforthenewassetthenpressSave.
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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.
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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.
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FinanceManagementUserGuide

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

3.
EntertheexpensedescriptionintotheSummaryfield.Thiswillappearonthefran-
chiseeinvoice.
4.
SelecttheFranchisetowhichtheexpensewillbeinvoiced.
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FinanceManagementUserGuide

5.
SelecttheexpenseType.
TheexpenseTypecanbeusedtodeterminewhichinvoicerunincludes
thisparticularexpense.See“Understandinginvoiceruns”onpage 64.
6.
EntertheDatetheexpensewasincurred.
7.
Choosethenumberofinstallmentsinwhichthisexpensewillbepaid.
Installmentsarepayableonsubsequentmonths.
CHAPTER4│Howtoenteranexpense
59

8.
EntertheAmountIncTax,thenpressSave.
FinanceManagementdisplaysthenewlycreatedExpenserecord.
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FinanceManagementUserGuide

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

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

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

3.
Toseethelistofinvoicesthathavebeengenerated,selecttheRelatedtab.
4.
Toviewthedetailsonanyinvoice,clickontheInvoiceNumber.
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FinanceManagementUserGuide

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

3.
FromtheInvoiceRunHistoryrecord,selecttheRelatedtab.
4.
Toviewthedetailsonanyinvoice,clickontheInvoiceNumber.
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FinanceManagementUserGuide

5.
TheinvoicesummaryisavailablefromtheInvoiceDetailstab.
CHAPTER5│Howtoreviewgeneratedinvoices
81

6.
EachindividualInvoiceLineItemisavailablefromtheRelatedtab.
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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.
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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.
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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.
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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.
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4.
Completethepaymentinformation,thenpressSave.
5.
TheNewPaymentdialogboxissavedandthepaymentappearsontheInvoice.
CHAPTER6│Payments
91

Howtoreviewpaymentsforaninvoice
Tounderstandthestatusofpaymentsonaninvoice
1.
FromtheInvoicestab,openanInvoice.
2.
Forasummaryofthecurrentpaymentstatus,fromtheInvoicereviewPayment
Details.
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3.
Tocheckthedetailbehindthecurrentstatus,selecttheRelatedtab.
NowyoucanseeboththeInvoiceLineItemscomprisingtheinvoice,andthePay-
mentsallocatedtowardsit.
CHAPTER6│Payments
93

4.
Tocheckfurtherpaymentdetails,selectthePaymentNumber.
ThePaymentDetailsdisplay.
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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.
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3.
ChooseCreditAllocation,thenpressNext.
TheNewPayment:CreditAllocationdialogboxopens.
4.
SelecttheInvoice,entertheAmountandEffectiveDateandthenpressSave.
Dependingontheunderlyingpaymentmethod,youmayfinditusefulto
includeatransactionnumberintheReferencefieldortoassignaStatus.
CHAPTER6│CreditNotes
97

5.
Thecreditinvoiceisnowallocatedasapaymentagainstthecustomerinvoice.
6.
YoucancheckthatthisiscorrectbyselectingtheInvoice.
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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.
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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.
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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.
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5.
Ifthisthefirsttimeyou’veusedGoogleAuthenticator,tapBeginSetup(otherwise,tap
the+button)thentabScanbarcode.
CHAPTER7│HowtoconnecttoXero
105

6.
Ifthisisthefirsttimeyou’veusedGoogleAuthenticator,youmayneedtograntper-
missiontouseyourcamera.PressOK.
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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.
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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.
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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.
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ManualSyncRequestrecords.
TheseareSyncoperationsinitiatedbyasystemadministrator.Youcanrecognize
thembyseeingtheyareofTypeManual,andtheParentSyncfieldisempty.
CHAPTER7│Understandingsyncingandsyncrecords
113

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

3.
SettheSyncStatustoSucceeded.
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4.
SettheTypetoAutomatic.
CHAPTER7│Howtopreventhistoricalsyncing
119

5.
SetToDatetoarelativelyrecentdate(e.g.yesterdayortoday),thenpressSave.
ThiswillpreventautomaticsyncingfromattemptingtosyncpriortothespecificTo
Date.
Ifyouneedtosynchistoricalrecordsfromadefinedrangepriortothespe-
cifiedToDate,createamanualsyncforthedesiredperiod(See“Howto
manuallysyncspecificrecords”onthefacingpage).
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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.
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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.
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4.
PressFinish.
TheInvoicehasnowbeenupdatedinthefinancialsystem.
CHAPTER7│Howtoupdateaninvoiceafteritiscreated
125

Howtoperformendofmonthreconciliation
Performinganendofmonthreconciliationinvolvescomparingtheinvoicereport
providedbyXerowiththeinvoicereportforFranchiseOwnersavailablewithinFinance
Management.
ToobtaintheXeroendofmonthreport
1.LogintoyourXeroaccount.
2.
FromtheReportsmenu,chooseAll Reports.
3.
FromtheReportsdashboard,choosetheCustomerInvoiceReport.
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4.
ModifytheparameterstosuitandpresstheUpdatebutton.Thereportappearson-
screenandcanbeexported.
ToobtaintheFinanceManagementendofmonthreport
1.
FromtheSalesforcemenu,selectReports.
CHAPTER7│Howtoperformendofmonthreconciliation
127

2.
FromtheReportspage,gotoAllFoldersandselectFinanceReportsfolder.
3.
NowselecttheInvoiceStatusReport.
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4.
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.
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2.
Toseethedifferenttypesofreports,gototheAllFoldersfolder.
ThereyouwillseeeachofthedifferentcategoriesofreportthatcomewithFinance
Management.
CHAPTER8│Understandingreports
133

3.
Selectanyoneofthereportfolders.
Nowyoucanseethereportswithinthatfolder.
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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.
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ReportNameDescription
TerritoryOnlyby
BillingState
Territorieslistedbybillingstate.
ZeroJobOffersby
State
ListingoffranchisesreceivingnoJobOfferswithinthelastseven
days.
CHAPTER8│Standardreports
137

Howtoexportareport
YoucanexporttheresultsofareporttoExceloracommadelimitedformat.
Toexportreportresults
1.
Fromanyreport,presstheShowmorebuttonthenchooseExport.
TheExportdialogboxappears.
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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.
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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.
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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!
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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
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Optionally,wewouldinviteyoutoalsocharacterizetheBusinessImpactaccordingto
thisscale.
1.Whoisaffected(franchisees/whoinheadoffice)?Whatproportionoffranchisees?
2.Visibility?Estimateofhowmanytimespermonth(perfranchisee/affectedparty)this
issuewillbeencountered.
3.Blocks?Doesthisblockaprocess?Whatprocessisblocked?
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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
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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.
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GrantingAccountLoginAccess
Sometimes,inworkingwithyouonaservicerequest,ourcustomersupportteammay
needaccesstoyourenvironment.Hereishowtoprovidetheaccesstoourcustomersup-
portteam.
Toprovideourcustomersupportteamaccesstoyoursystem
1.
SelectyouraccountSettings.
2.
SelecttheGrantAccountLoginAccesspage.ThenselectanappropriateAccess
DurationfromtheFranchiseCloudSolutionsSupportuser.
CHAPTER9│GrantingAccountLoginAccess
151

3.
PressSave.Oursupportteamwillbeabletoaccessthesystemduringtheperiodof
timeyouhavegranted.
Youcanrevokeaccessatanytime.
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