How to Add or Update States Assigned to Customer Service Representatives (CSRs) for Special Attention Sheets

Audience -Customer service leads, supervisors, and managers responsible for assigning base states to CSRs for Special Attention Sheets (SAS).

Purpose - To assign a base state to customer service representatives (CSRs) so they know which Special Attention Sheets they will work on.

Why it matters

• Ensures accurate routing, reporting, and workload distribution.
• Aligns CSR ownership with the correct state for Special Attention Sheets.

What you’ll need

• Access to PeopleSoft with appropriate permissions to edit Special Attention Sheets and CSR assignments.
• The CSR’s name and internal naming convention (Operator ID) as defined by your organization.
• The CSR’s valid email address.

Definitions

• Special Attention Sheets (SAS): The workflow components that require state-based routing to CSRs.
• Operator ID: The internal identifier used in PeopleSoft to represent a CSR.
• Region code: A code representing the region linked to a state in the SAS system.

Step-by-step instructions: Add or update CSR state for Special Attention Sheets

1. Open the PeopleSoft navigation path

• Go to: Main Menu → Order Management → Special Attention Sheets → Customer Service States
• Click the state field and enter the state’s two-letter code (examples: CA for California, NY for New York).
• Click Search to display region codes.

• Select the appropriate region code

• From the search results, choose the region code that corresponds to the state you entered.
• Enter or update the operator ID with the CSR’s name, ensuring it matches your internal naming convention.
• Verify that the CSR’s email address matches the CSR’s name in the system
• Click Save to apply the updates.

Notes

• This document reflects the standard process for adding or updating CSR state assignments for Special Attention Sheets in PeopleSoft.

• If the CSR’s name and email address do not update when the Operator ID is added, and the email field remains greyed out, contact Helpdesk to update the records.
  
  
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