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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.

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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.

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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.

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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)

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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

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

Definition

key process in Salesforce.com allowing creating and managing complaints in a coordinated way through four main steps

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complaint

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

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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.

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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.

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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, ...)

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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.

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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

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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

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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

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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,...

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