CEP: Case request

Definition

 This capability allows user customers to see the Customer Requests shared between them and Solvay. The Customer Requests displayed are the one which have been stored in SFDC.

Accessing points

This capability can be accessed through several points in CEP detailled below : 

Homepage 

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Menu

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Detailed Capabilities

CEP user can access to :

• Customer Requests list
• Customer Requests details
  • Linked to a specific Customer Requests, a tchat is available for CEP users (Customers) and Solvay's internals to be able to discuss.
• Create a Customer Request

Customer Requests list

This list presents all opened Customer Requests

It is presented in a table with the following columns : 

•  Request Number
• Date/Time (of creation)
• Account Name
• Type
• Subject
• GBU
• BU
• Product
• Status

The list is presented in pages (10 per page)

The list can be filtered through  : 

• Status,
• Country,
• GBU,

Every filter accepts multi-selections. The header of each column allows a sort (in the page ? in all the records ?)

The field Request Number is in blue and underlined. It is a link to access to details of a Customer Request, opening a new page.

Customer Request Details

The Customer Request detail page contains the following elements : 

XXX liste des champs à insérer

XXXX Screen shot to insert.

This page is totally in a read-only mode. No field can be updated.

The right section contains a chatter.

Chatter

The CEP User is able to send through this section messages to Solvay's internals who are following this Customer Request.

Customer Request Creation

In the Customer Request list page, User can find a "Create" Button.

Clicking on that button, opens the creation form in a new page.

This Customer request creation form elements are : 

• Subject
• Product
• GBU
  • deducted from product
• BU
  • BU list proposed depends on GBU and so on product chosen
• Requested Resolution date
• Type
• Sub Type
• Initial Description
• A Save Customer Request button

XXXX Required fields ????

Data Model & Security

 There is no specific data model for CEP. The core data model is used.