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External Vendor Invoice Query Management

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Why Use a Web Portal for Query Handling?

› Firmenich has decided to work with a service provider for operational support on specific areas and processes within the company.

› This portal will help us to analyze your queries and recurring issues with the objective of improving services in these process areas.

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Introduction and Scope

This document explains how to raise end user queries Via Web

Scope:This portal can be used to raise tickets for the following processes: Accounts Payable

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URL to the Web Portal

Please copy and paste this below URL link to your internet browser to login into Web Portal.

https://xerox-firmenich-na.custhelp.com/

Important Note:

Please note the link is compatible with Internet Explorer Version 8 or Version 10.

In case the link is not working please contact your Local IT helpdesk to match web browser compatibility.

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First Time Users – Click on Sign Up First time users should click on Sign UP to create a New

account

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Self Registration for Creating Account

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Important Note: 1.Please provide your Official Email Address. 2.Your email address should be used as your Username. 3.Please remember the login field is case sensitive.

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Login for Existing users

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Important Note: 1.Your email address should be used as your username 2.The username field is case sensitive.

The Username would be the official email ID that you have already registered in Web Portal.

Use the same password that you created first time while registering.

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Raising a ticket via Web Portal1. After login use “Ask a

Question” tab to raise a ticket.

2. To ensure your ticket is dealt with by the correct service desk agent, please use the drop down menu to select items relating to your query.

3. Enter Subject and Description concerning the issues you have for the process you have selected.

4. You can attach supporting documents along with your query.

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Checking Ticket Status

After raising a ticket you can check your ticket status from ‘My Account’ Tab

To see more about the ticket updates, click on the subject link

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Quick Guidelines for Technical IssuesQ. I am unable to Log in?

Solution: If you have not registered yet, please use sign up link available at the bottom of the home page.

Q. I am unable to create a New Account?

Solution: Please check if you have provided your Official Email Address. Your email address should be used as your Username/login. Also remember the login field is case sensitive.

Q. I am unable to use the link- the page is stuck?

Solution: Please check the web browser version. This link is compatible with only Internet Explorer Version 8 or 10. Please contact your Local IT helpdesk to change the web browser version.

Q. While using ask a Question the Continue Button is not working?

Solution: Please contact your Local IT support team to change the web browser to Internet Explorer version 8 or Version 10.

Q. I am unable to Reset Password / Forgot User ID/Password?

Solution: Use Forgot User ID/password link to retrieve/reset your username or password.

Q. In case the technical issue still persists whom do I Contact?

Solution: Please ensure you have followed quick guidelines. . In case issue still persists please send in an email with login details and screenshot of the error page to Firmenich.ZEU.APHelpdesk@mailgb.custhelp.com with Subject line as “Web Portal Issue- Site Feedback” .

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Forgot User ID/Password?

Use forgot your username/password link to retrieve/reset your username or password

Screenshot A Screenshot B

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Please note: 1.Please provide your official email address. Your email address should be used as your username. 2.The username field is case sensitive.

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Continue button not Working

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Important Note: •Please contact your Local IT support team to change the web browser to Internet Explorer version 8 or Version 10. •Ensure all mandatory fields are filled in.

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Thank You