Step By Step

New Case Creation

•When creating a new Customer Request the user needs to choose between the different types of Cases that exist.

•Let’s follow David, working as a Customer Service Representative while he creates a new Customer Request.

•Under the Case tab, David clicks on New to create a new Customer Request.

•David now needs to select the Record Type for the Case.

•He has the choice between Complaint, Sample Request and Customer Request.

•David selects Customer Request and clicks on Continue. This will open the Customer Request edit page.

Case Information

Basic information needs to be populated in the Case Information section. This section contains the following fields:

-Account Name: Main Account (can be Ship-to, Sold-to or Corporate Group)

-Subject: Subject of the Request

-GBU: GBU concerned by the Customer Request (automatically selected bases on the User GBU) => New Winter 17' Release

-BU: Business Unit of the GBU

-Product Family: Product (level 3)

-Type: What the Customer Request is about – GBU specific (Mandatory)

-Sub-type: More granuar level of Type

-Originator: User who logged the Customer Request

-Approver: User responsible of approving the Customer Request

-Processor: User responsible of processing the Customer Request

-Notified: User that needs to be notified of the Customer Request

Additional Accounts can be added to the Accounts related list.

Basic information needs to be populated in the Case Information section. This section contains the following fields:

-Status: Open – Pending Approval – Approved – Resolved – Closed – Rejected

-Final Communication Sent: Checkbox that flags if Customer Communication has been sent.

-Received Date: Date that Solvay received the Customer Request (Mandatory).

-Estimated Resolution Date: Estimated date when the Customer Request will be resolved (Mandatory for some GBUs).

-Requested Resolution Date: Requested date when the Customer Request should be resolved (Mandatory).

-Priority: Low – Medium – High / By default on “Medium”. => Severity has now been renamed to Priority

-Case Origin: Inbound email – Inbound call – Face to Face – Website

-Confidential: Restrict visibility of the Customer Request.

Estimated Resolution Date

Automatically filled in for some GBU based on Customer Classification and Priority for example

Each Customer Request can be linked to assignees. The different assignees are the persons in charge of one or more steps of the Customer Request process.

•David can Assign 2 different people to the Customer Request:

-Originator: The person logging the Customer Request – in our case David.

-Notified: The person that needs to be notified of the Customer Request

The Approver and the Processor will be automatically assigned by the System based on each GBU rule

Severity
During the Customer Request Registration step, David needs to fill-in the Severity of the Customer Request. There are 3 types of Severity: -High -Medium -Low •The Severity is by default on the value Medium.
The definition of these severity values is the following:

Customer Request Visibility
Customer Requests have 2 visibility options to manage confidential cases •Visible: the Customer Request is visible by everyone (by default) •Confidential: By ticking the box “Confidential”, user make the Customer Request accessible only to the Owner (User or Queue), the Approver and the Case Team.

Customer Contact Information

Multiple contacts can be maintained on the Customer Request. David can maintain a main Contact and has the possibility to add Additional Contacts in the related list once the Customer Request is saved.

Example

•When choosing a Contact, David can search for any Contact but the Contacts related to the Account Name will be the ones displayed by default. To show the Contacts not related to the Account Name, David needs to click on “Show all results”.

Hovering the cursor of the mouse on the main Contact reveals additional information on this Contact such as Name, Account Name, Phone, Email and Language.

Request Description

•More detailed information on the Customer Request are populated in the Description Section. This section contains the following fields:

-End Customer: Final Customer (Ship-to).

-Internal Description: Detailed description of the Customer Request

-Opportunity: Opportunity related to the Customer Request.

Legislation on distributor1

Receiving the distributor’s / end customer’s name is forbidden unless specific technical/quality support.

•Once David has populated all the relevant fields for his Customer Request, he can save it by clicking on the Save button.

Adding Products
Now that the Customer Request is saved, David can add Products using the Products related list.
In order to add a Product, David goes on the Customer Request Products related list, clicks on the “New Customer Request Product” button, selects a Product from the lookup field. David can also select an Application or End Use and a Manufacturing Plant for this Product information purpose and clicks on Save.
The Product is added to the Customer Request Product related list.

Adding Additional Accounts
•Additionally, David can add Additional Accounts using the Account related list.
•In order to add an Additional Account, David goes on the Case Account Associations related list, clicks on the “New Case Account Association” button, selects an Account from the lookup field and clicks on Save.
•The Account is added to the Case Account Association related list.
•Furthermore, David can add Additional Contacts using the Contacts related list.
In order to add an Additional Contact, David goes on the Contact related list, clicks on the “New Contact” button, selects a Contact from the lookup field and clicks on Save
The Contact is added to the Contact related list.