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Overview

Excerpt

In this section, you will find information about:

  • How to find a complaint assign to you
  • Investigation result
  • Credit note and Compensation

 

Concerned profiles:

     ALL

Table of content

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Step By Step

Next process step

•As John updated the Status to Under Review,
 the Commercial Assignee
the new Owner (a specific User, a specific Queue or the designated Investigator from the Case Team) is notified by email that he/she needs to take action.
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•Let’s
Let’s follow Laurie, working as a Customer Service Representative and assigned automatically based on her GBU Rules as the Commercial Assignee for Complaints with this Criteria while she reviews
,
and completes the Complaint
and sends the Final Communication to the Customer
.

Commercial Assignee notification

•In order to get to the Complaint page, Laurie can either find the Complaint on the Case object or simply click on the Complaint link in the notification email.
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Creation and validation of investigation results

•
Since Laurie was assigned automatically to this Complaint as the Commercial Assignee, she is already the Owner of the Complaint. Once Laurie opens the Complaint, she can click on Edit and scroll down to the
Create, Validate and Send Official
Proposal Customer Response section to complete the Complaint.
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Credit Note and Compensation

•On the Complaint page, there are 2 different ways to record compensation of a Complaint.
-Credit Note
-Compensation
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•Under this section, Laurie can fill-in details about how the Complaint was resolved in the
Resolution
Commercial Response Proposal text box section.
•Furthermore, she can indicate if a Credit Note or a Compensation are applicable to the Complaint. In the case that they are, Laurie can mention the Credit Note Reference, Compensation details and their Amounts.
 

•Last but not least, she can indicate if there were any Other Costs and the sum of the Credit Note Amount, Compensation Amount and Other Costs is automatically calculated in the Overall Costs field. The Overall Costs field can also be changed 

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Possibilities

•There are 2 structured  and 1 free text communications that can be issued out of Salesforce from the Complaint page:
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Final Communication to the Customer

•Once the Complaint is complete and has been reviewed, it is time for Laurie to send the Final Communication to the Customer.
•The Final Communication to the Customer is by default issued by email to the Contact maintained in the Customer Complaint.

•Laurie can send the email by clicking on the Send Closure Mail button. In addition to the predefined Contact, Laurie can also input any valid email address as

CC.

Note

The language of the email is defined by the language of the main Contact but can be changed by the user.

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  • Laurie’s GBU has implemented a rule that the Commercial Assignee should also be the agent responsible to Send the Communication to the Customer. This means that the Ownership will not be changed and the Laurie will remain as the Commercial Assignee on the Case Team

  • For other GBUs, the responsible for the Communication can be a specific User (such as the Account Manager that should be added manually to the Case Team) or a specific Queue for the purpose

  • Once Laurie has completed the Review part, she can update the Status to Communication Ongoing but she will remain the Owner.

  • Nevertheless, the Case Team Members and the Solvay Contacts that are selected to be notified when the Status is changed to Communication Ongoing are notified.
  • Additionally, if Laurie would like to manually assign the Complaint to a particular Colleague or to one of the Queues available on the System, she should click the Change button next to her name and select a value on the screen.

* Make sure you select the flag ‘Send Notification Email’ in order for the new Owner to receive the notification

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