Overview

In this section, you will find information about how to create a complaint in Salesforce.com and about the interface between Salesforce.com and SAP. In particular, you will learn about:

SAP integration flow and process based on the document type and number (Sales Order Number, Outbound Delivery Number or Shipment Number)
The information to enter at complaint creation, such as Resolution Site, confidentiality, case currency, motive and sub-motive
The roles or assignees of the persons / teams involved in the Complaints (e.g. originator, investigator, commercial assignee)
The severity levels & the status of a complaint
Customer contact information
Order information, containment / immediate actions, etc.

In Salesforce.com, a Complaint is treated under the object called 'Case'. Cases can be used for the creation and management of Complaints, Customer Requests and Sample Requests.

Concerned profiles:

ALL

Table of content

Step By Step

SAP Integration
An interface exists between SAP and Salesforce to gather transactional data from Sales Order, Outbound Delivery or Shipment Numbers (Document Reference) from SAP to Salesforce*. •The frequency of the pull is on-demand as the pull happens when a user creates or updates a Complaint with a Document Reference.
In most cases, a Complaint is linked to a Sales Order Number, to an Outbound Delivery Number or can be linked to a Shipment Number. When creating a new Complaint providing one of these references is usually the first step during the registration. •Let’s follow David, working as a Sales Representative while he creates a new Complaint. Under the Case tab, David clicks on New to create a new Complaint. If multiple Sales Order or Delivery Numbers exist for the same Complaint, multiple Complaints need to be created.
David now needs to select the Record Type for the Case. •He has the choice between Complaint, Sample Request and Customer Request. David selects Open Complaints and clicks on Continue. This will open the Complaint edit page.
David now needs to select the Document Source (PF1 or WP1) and the Document Type (Sales Order Number, Outbound Delivery Number or Shipment Number). •The reference number and item (for Sales Order and Delivery only) appear in function of the selected Document Type. For Internal Complaint (intra-company), the user will need to use the Outbound Delivery Number as Document Reference