Syensqo IS - Customer Support

Page tree

Versions Compared

Old Version 4

changes.mady.by.user Visiteurs BEMS

Saved on

compared with

New Version Current

changes.mady.by.user Charles Lachaize-ext

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Anchor
top
top

Overview

Excerpt

In this section, you will find information about:

  • Complaint contact
  • Open activities
  • Activity history
  • Complaint team
  • Complaint comments
  • Complaint history
  • Google docs & Attachements

 

Image Removed 

Concerned profiles:

     ALL

Table of content

Table of Contents
indent30px
excludeOverview|Table of content
 

Step By Step

Case Customer Contacts

 •It is possible to assign additional Contacts to the Complaint using the Case Customer Contacts related list. To add an Additional Contact,  the user clicks on New Customer Contact on the Case Customer Contacts related list adds a Contact and clicks on Save
Image Added 

Open Activities

 
•It is possible to assign Complaint tasks to users only from the Complaint and capture which Process this task is related to. These tasks have a priority, a due date, a close date and free text fields to capture the action and the result.
•To create a new task, the user clicks on New Task on the Open Activities related list.
Image Added

Activity History

•All the activities linked to the Complaint are monitored in this related list. These activities include:
-Tasks
-Acknowledgement Emails
-Final Communication to the Customer
-Ad-hoc emails
Image Added

Case Team

•Users can be assigned to a Case Team. This allows the appropriate users to have read/write access to the Complaint if the assigned user needs help or is not able to treat the Complaint.
•The Account manager is automatically added to the team according to the following rules:
nSearch for the Account Manager in the SAP Order and add him/her to the Case Team
nIf no Account Manager is found on the SAP Order, search for the Account Manager on the Account Team related to the GBU and add him/her to the Case Team
nIf no Account Manager is found on the Account Team, no User is added.
→ New Winter release 5.0
•When a Complaint is flagged as confidential, only the users in the Case Team will have read-only or read/write access to the Complaint depending on their profiles.
Image Added

Case Comment

•This related list can be used to provide an overall comment on the Complaint.
Image Added

Case History

•Changes made to the Complaint are tracked in this related list.
•This allows to better understand who did what and when.
Image Added

Google Docs & Attachments 

 
Image AddedDocuments can be attached to the Complaint in 2 different ways

-Add Google Doc: add an existing document from its Google Drive URL

Image Added
Image AddedDocuments can be attached to the Complaint in 2 different ways

-Attach a file: add an document from your computer.

Image Added

Back to the top

Related articles

Need help?

Include Page
CRM - Need HelpCRM -
Need Help