Syensqo IS - Customer Support

Page tree

Overview

In this section, you will find information about:

  • How to assign a Webform Case
 


Table of content

 

Step-By-Step

Webform Analysis & Assignment

 

When a Webform is received, there are 2 different cases:

A) The GBU is identified (if the visitor registered its request form a Product detail page or has selected a GBU in the General Request Form)

  • In that case, the Webform is assigned to the GBU Queue (GBU Webform queue)
  • By default, an email with the request details is sent to the Queue Members
B) The GBU is not identified, the case is assigned to the SBS OtC Customer Information (ex-Info-Produit - Maria-Rita LaRussa) to analyze the request and assign it to the correct contact / queue 
All fields are editable and can be modified

Additional information can be added in the case if needed

For the Webform for which the GBU was not registered, it is important to update the information as soon as it is available

Once the contact who will take charge of the Prospect/Customer request is identified, the Case Ownership should be transfer on him

  • Click on "Change" and then select the correct "User" or "Queue"
  • If you want the new Owner to receive a Notification eMail, tick "Send Notification" checkbox

Please note:

  • If the case should not be treated (bases on Business rules or "false" form, it can be closed directly
  • If the case assignment is not clear, you can use the Chatter function to verify who should be the right contact
 
  • The Webform Timeline Stream will give detailed information about leadtime measurement :

 

 

Date and Time are automatically filled in by the system according to:

  • Date/Time of Creation
  • Status changes

 

 

 

Related articles

 

Need help?

To request any support or if you have identified a bug or incident , please create a Freshdesk ticket using Solvia platform : https://solvia.solvay.com/

you can copy users with email address , default priority is Low , then Submit . We advise you to put keywords in subject to ease dispatching to correct Agent : CRM - Complaint for example

The best way to get IT support is to use the new Service One Platform.