Step By Step
Next process step | |
|---|---|
•As John updated the Status to Under Review, 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. |  |
| 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. | |
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. |  |
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 Proposal Customer Response section to complete the Complaint. |  |
Credit Note and Compensation | |
|---|---|
•On the Complaint page, there are 2 different ways to record compensation of a Complaint. -Credit Note -Compensation |  |
•Under this section, Laurie can fill-in details about how the Complaint was resolved in the 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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