- Syensqo - Wiki knowledge base

Acknowledgement email Created Nov 5, 2018 (18:31) by Unknown User (ext-sinequaservice) | In glossary Glossary (2) | In space My Business Apps

Definition

Once the Complaint is logged in Salesforce.com, an Acknowledgement Email can be sent to the customer. The purpose of the communication is to acknowledge to the customer that the Complaint has been logged correctly and that it is taken into consideration. It is issued by email to all contacts maintained in the customer Complaint.

Synonym(s)

Abbreviation(s)

Label(s)

Actual delivery date Created Nov 5, 2018 (18:31) by Unknown User (ext-sinequaservice) | In glossary Glossary (2) | In space My Business Apps

Definition

In the complaints process, this is the date on which the goods were delivered.

Synonym(s)

Abbreviation(s)

Label(s)

Complaint_Management

Case currency Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

The currency used for the Complaint (mandatory field) is captured during the registration step. The same currency is used during the whole process.

Synonym(s)

Abbreviation(s)

Label(s)

Case origin Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

In the complaints process, this is the channel / medium used to communicate about the complaint

Synonym(s)

Abbreviation(s)

Label(s)

Complaint_Management

Commercial assignee Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

The person identified in Salesforce.com as responsible for the validation of the commercial answer to a complaint.

Synonym(s)

Abbreviation(s)

Label(s)

Commercial response Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

Third stage in the complaint management process available in Salesforce.com. It involves reviewing the technical answer and formulating a commercial answer including the decision about financial compensation (typically done by account manager or sales rep)

Synonym(s)

Abbreviation(s)

Label(s)

Compensation Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

Any financial benefit awarded to a Customer as a recompense for the occurrence of a Complaint

Synonym(s)

Abbreviation(s)

Label(s)

Complaint registration Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

First step in the complaint management process available in Salesforce.com. It allows a prompt logging of a complaint after reception with upload of pictures and attachments, and the submission of a complaint acknowledgement to the customer

Synonym(s)

Abbreviation(s)

Label(s)

Compliance Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

Adherence to standards, regulations, and other requirements (potentially) not respected

Synonym(s)

Abbreviation(s)

Label(s)

Complaint_Management

Credit note Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

In Salesforce.com, this is one of 2 ways to record compensation of a complaint (credit note and compensation). The Credit Note is coming from SAP. It is a clear amount that will be reimbursed to the Customer.

Synonym(s)

Abbreviation(s)

Label(s)

Customer communication Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

Final stage in the complaint management process available in Salesforce.com. It allows to provide a commercial answer to the customer, arrange financial compensation and collect customer feed back.

Synonym(s)

Abbreviation(s)

Label(s)

Disputed quantity Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

Amount of product subject to the Complaint of the Customer.

Synonym(s)

Abbreviation(s)

Label(s)

Complaint_Management

Document Quantity Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

Amount of product delivered to the Customer

Synonym(s)

Abbreviation(s)

Label(s)

Complaint_Management

Document references Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

Document references such as the Document Source, Sales Order Number, Outbound Delivery Number, etc. that can be specified for a complaint in order to retrieve SAP data (material code & description, ...)

Synonym(s)

Abbreviation(s)

Label(s)

Document type Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

Type of document referenced (Sales Order or Outbound Delivery)

Synonym(s)

Abbreviation(s)

Label(s)

Complaint_Management

Eight Disciplines Model Created Nov 5, 2018 (18:31) by Unknown User (ext-sinequaservice) | In glossary Glossary (2) | In space My Business Apps

Definition

Eight Disciplines Problem Solving Process: Structured model to approach and resolve problems typically used by quality engineers and other professionals. The objective is to detect, correct and eliminate any recurring problem which eventually leads to product and process improvement.

Synonym(s)

Abbreviation(s)

Label(s)

Complaint_Management

Good issue date Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

Date on which the goods are issued

Synonym(s)

Abbreviation(s)

Label(s)

Complaint_Management

Internal investigation Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

Second phase in the complaint management process available in Salesforce.com. Internal investigation will typically be done by technical marketing, plant or supply chain. This step could include the 8D approach for complaint verification.

Synonym(s)

Abbreviation(s)

Label(s)

Investigator Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

The person responsible for investigating the complaint

Synonym(s)

Abbreviation(s)

Label(s)

Motive Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

The motive describes about which aspect the customer is complaining. Motive and submotive are not intended to describe the cause of the Complaint but only the « experience » of the customer. Examples of motives: delivery, order & documentation, packaging, product

Synonym(s)

Abbreviation(s)

Label(s)

Non Detection analysis Created Nov 5, 2018 (18:31) by Unknown User (ext-sinequaservice) | In glossary Glossary (2) | In space My Business Apps

Definition

Complaint investigation step to determine why the problem was not earlier detected.

Synonym(s)

Non-Detection analysis

Abbreviation(s)

Label(s)

Complaint_Management

Originator Created Jan 22, 2019 (05:44) by Unknown User (Sylvain Michel Alexandre Pingont) | In glossary Glossary (2) | In space My Business Apps

Definition

The person creating or logging the information, a complaint for example

Synonym(s)

Abbreviation(s)

Label(s)

Resolution site Created Oct 10, 2018 (12:03) by Unknown User (be08834) | In glossary Glossary (2) | In space My Business Apps

Definition

Shipping Site by default; site responsible for performing the investigation of the complaint

Synonym(s)

Abbreviation(s)

Label(s)

Complaint_Management

Severity Created Nov 5, 2018 (18:31) by Unknown User (ext-sinequaservice) | In glossary Glossary (2) | In space My Business Apps

Definition

Categories used to describe the impact of the Complaint on the customer

Synonym(s)

Abbreviation(s)

Label(s)

Complaint_Management

Sub-motive Created Nov 5, 2018 (18:31) by Unknown User (ext-sinequaservice) | In glossary Glossary (2) | In space My Business Apps

Definition

The sub-motive describes about which aspect the customer is complaining (more detailed than the motive). Motive and submotive are not intended to describe the cause of the Complaint but only the « experience » of the customer. Examples of sub-motives: late delivery, wrong material, invoice issue, labelling issue,...