Overview

In this section, you will find information about how to create a complaint in Salesforce.com and about the interface between Salesforce.com and SAP. In particular, you will learn about:

  • SAP integration flow and process based on the document type and number (Sales Order Number, Outbound Delivery Number or Shipment Number)
  • The information to enter at complaint creation, such as Resolution Site, confidentiality, case currency, motive and sub-motive
  • The roles or assignees of the persons / teams involved in the Complaints (e.g. originator, investigator, commercial assignee)
  • The severity levels & the status of a complaint
  • Customer contact information

  • Order information, containment / immediate actions, etc.

 

In Salesforce.com, a Complaint is treated under the object called 'Case'. Cases can be used for the creation and management of Complaints, Customer Requests and Sample Requests.

 

Concerned profiles:

     ALL

Table of content

 

 

Step By Step

SAP Integration 

An interface exists between SAP and Salesforce to gather transactional data from Sales Order, Outbound Delivery or Shipment Numbers (Document Reference) from SAP to Salesforce*.
•The frequency of the pull is on-demand as the pull happens when a user creates or updates a Complaint with a Document Reference.
 
In most cases, a Complaint is linked to a Sales Order Number, to an Outbound Delivery Number or can be linked to a Shipment Number. When creating a new Complaint providing one of these references is usually the first step during the registration.
•Let’s follow David, working as a Sales Representative while he creates a new Complaint.

Under the Case tab, David clicks on New to create a new Complaint.

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


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

 

•David selects Open Complaints and clicks on Continue. This will open the Complaint edit page.

David now needs to select the Document Source (PF1 or WP1) and the Document Type (Sales Order Number, Outbound Delivery Number or Shipment Number).

•The reference number and item (for Sales Order and Delivery only) appear in function of the selected Document Type.

 

Now, it is easier and faster to fill Complaints that have stock transfer orders or purchase orders information in SAP, by having information directly pulled from SAP and pre-filled into the Complaint.

=> New Winter 17' Release

 

Case Information (1-4)

There are 2 different scenarios based on whether there is a document reference obtained from SAP. 
The rest of the fields in this section needs to be completed/modified manually if required.
-Resolution Site is by default populated by the value from the Shipping Site (obtained from SAP) but always remains editable.
-Confidential: If this checkbox is ticked, the Complaint is visible only to the Originator, Investigator, Commercial Assignee and the members of the Case Team.
-Case Currency: The currency used for the Complaint (mandatory field)  is captured during the registration step. The same currency is used during the whole process.
-Recurring Complaint to be checked  if Customer has similar Complaints

The motive and submotive describe 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.
•The Motive and Submotives are interdependent, mandatory and are as follows:
•Each Complaint can be linked to assignees. The different assignees are Users or Group of Users in charge of one or more steps of the Complaint process.
•As detailed before, some GBUs will not request the originator to specify the assignees because rules have been implemented to automatically assigned.
•David can to Assign 3 different people to the Complaint:
■The Originator: The person logging the Complaint – in our case David.
■The Investigator: The person responsible for the investigation
■The Commercial Assignee: The person responsible for the communication with the Customer
•In our Case, both Investigator and Commercial Assignee will be managed automatically based on the GBU rules.

* The fields Investigator and Commercial Assignee are only available on the creation. After, these roles should be managed directly on the Case Team section

Severity

•During the Complaint Registration step, David needs to fill-in the Severity of the Complaint. There are 4 types of Severity:
-Critical: Totally unacceptable situation.
-Major: Complaint with a big impact
-Standard: Complaint with a low impact
-Anomaly: Complaint with very low impact closed directly after registration
•If the Severity is defined as "Anomaly", then the Complaint should only be registered and not investigated. In that case, mandatory fields will only be required for the registration step. No further information is required for closure.
•By default, the Severity of a Complaint is set to « Standard » but remains editable.

Customer Complaint Severity Clarification

Status

You can now visualize the GBU specific guidelines and notification rules directly from the Complaint by clicking on the Process Information url

•A process flow on top of the screen shows the progress status of the Complaint.

•The Status order is as follows:
-New: As soon as the Complaint is created.
-Acknowledgement Sent: When the acknowledgement email has been sent to the main Contact of the Complaint.
-Under Investigation: During the investigation process.
-Customer Response Under Review: Additional information requested or review after investigation process.
-Customer Communication: When the Final Communication to the Customer is ready to be sent
-Completed: When the Customer Response is sent
-Closed: When the Complaint is closed.
•Each status is linked to a step of the process.

Status Automatic Update

 

•Changing the Status of the Complaint is a manual process for the following Statuses:
-Under Investigation
-Under Review

• Nevertheless, for the other Statuses, the values are automatically updated:
-New: Default status after creation of a Complaint.
-Acknowledgement Sent: Automatically updated when the acknowledgement email has been sent to the main Contact of the Complaint.
-Customer Communication: Automatically updated when the Final Communication to the Customer has been sent to the main Contact of the Complaint
-Completed: Automatically updated when the Customer Response has been sent
-Closed: Automatically updated when the Complaint is closed.

When the status changed to Completed the fields on sections Case information (except the fields Motive and Sub-Motive), Complaint Description, Customer Information, and Order Information are now locked and cannot be edited.

 

 

The effectivement Assessment field is now editable at any stage of the Complaint, making the process more agile

Case Information (5)

Internal Complaint can be flagged by ticking the checkbox Solvay Company.
-Internal Complaints relate to products sold to other Solvay entities (internal customers).
•The Complaints can have 5 possible origins:
-Email
-Phone
-Web
-Visit
-Letter (recommended)

It is now possible to flag a Complaint as being an Internal Complaint and by doing so, to bypass some steps that would be mandatory on the normal process

Not mandatory to Send Acknowledgment email or to have client feedback to close the Complaint

Case Information (6)

Some fields are important to be at the Case Information section to remind the Originator to address them before saving the Complaint:
▪Picture Taken
▪Inspected by Agent
▪8D
▪Requested Sample

Fields that are used by the 8D Report are now more clearly identified with the text "(8D)"

 

 

Complaint Description 

This is the section where David notes the Complaint’s Subject and Initial Description


 

Customer Contact Information 

Multiple contacts can be maintained on the Complaint. David can maintain a main Contact on the page layout and has the possibility to add Additional Contacts on the Contacts related list.

Example

•When choosing a main Contact, David can search for any Contact but the Contacts related to the Ship-to will be the ones displayed by default 
Hovering the cursor of the mouse on the Contact reveals additional information on this Contact such as Name, Account Name, Phone, Email, Function and Language.
•All the Contacts on the Complaint are by default recipients of communications when the acknowledgement email or the final communication to the customer is sent. They can nevertheless be changed by the user before sending the Communication.

Order Information 

Under this section, David will see all the information related to the orders. 

Product reference is captured in the Material Code and Material Description fields.
•2 types of Packaging Type are can be selected:
-Bulk
-Packed
•The Shipping Site value automatically fills the Resolution Site value but it can still be edited.
Under the Order Information section, 3 goods related dates are maintained:
-Goods Issued Date: Date the goods are issued.
-Requested Delivery Date: Date the Customer would like to receive the delivery of the goods.
-Actual Delivery Date: Estimated date the goods will be delivered. 
In addition to the dates, some further references are captured in the Order Information section.
-Carrier Partner Name
-Carrier SAP Reference
-Equipment used
The Batch dependent fields which can have multiple values are maintained in a table at the bottom of the Order Information section and remain editable if no data is pulled from SAP.
•These fields are the following:
-Item Number
-Batch Number
-Unit of Measure
-Document Quantity
-Disputed Quantity
If a Shipment Number is linked to a single Delivery, it can be used as Document Reference and the data from the linked Delivery will be pulled from SAP.
•If a Sales Order Number and item is linked to single Delivery, the data from the linked Delivery will be pulled from SAP and the Delivery Number and item will be referenced in the Subsequent Document.

•If an Outbound Delivery Number and item is used as Document Reference, the data from the Delivery will be pulled from SAP and the Sales Order Number and item will be referenced in the Preceding Document.
If available and in reference to the Sales Order Number and its Item, to the Outbound Delivery Number and its Item or to the Shipment Number, some fields will auto-populate with data pulled out of SAP ECC.
•These fields are read-only in the case that data is pulled from SAP with the exception of the Disputed Quantity which can be manually overwritten. If no data is pulled from SAP, all the values can be manually completed.

The Document Quantity represents the total quantity of the Sales Order or Delivery.
•The Disputed Quantity represents the quantity in dispute for this Complaint which can be different from the total quantity.
•By default, the Disputed Quantity is populated with the data from the Document Quantity field.
•Nevertheless, the Disputed Quantity field remains editable and can be updated manually

 

 

 

Containment/Immediate Actions

•David reviews if any containment/immediate actions are required and takes the necessary steps to initiate them. Subsequently he registers them in this section with a summary of the Immediate Actions and the Completed Date.

Case Record Type

•Once the Complaint is saved, the field Case Record Type will appear to show the record type of the Case. For Complaints, 2 possible record types:
-Open Complaints
-Close ReadOnly Complaint

 

Case Team

Once the case is created, the account manager from the account team is automatically added to the case team based on GBU rules.

They will be notified about the various complaint advancements.

 

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