Overview

In this section, you will find information about:

  • Complaint contact
  • Open activities
  • Activity history
  • Complaint team
  • Complaint comments
  • Complaint history
  • Google docs & Attachements

 

 

Concerned profiles:

     ALL

Table of content

 

Step By Step

Case Customer Contacts

 •It is possible to assign additional Contacts to the Complaint using the Case Customer Contacts related list. To add an Additional Contact,  the user clicks on New Customer Contact on the Case Customer Contacts related list adds a Contact and clicks on Save
 

Open Activities

 
•It is possible to assign Complaint tasks to users only from the Complaint and capture which Process this task is related to. These tasks have a priority, a due date, a close date and free text fields to capture the action and the result.
•To create a new task, the user clicks on New Task on the Open Activities related list.

Activity History

•All the activities linked to the Complaint are monitored in this related list. These activities include:
-Tasks
-Acknowledgement Emails
-Final Communication to the Customer
-Ad-hoc emails

Case Team

•Users can be assigned to a Case Team. This allows the appropriate users to have read/write access to the Complaint if the assigned user needs help or is not able to treat the Complaint.
•The Account manager is automatically added to the team according to the following rules:
nSearch for the Account Manager in the SAP Order and add him/her to the Case Team
nIf no Account Manager is found on the SAP Order, search for the Account Manager on the Account Team related to the GBU and add him/her to the Case Team
nIf no Account Manager is found on the Account Team, no User is added.
→ New Winter release 5.0
•When a Complaint is flagged as confidential, only the users in the Case Team will have read-only or read/write access to the Complaint depending on their profiles.

Case Comment

•This related list can be used to provide an overall comment on the Complaint.

Case History

•Changes made to the Complaint are tracked in this related list.
•This allows to better understand who did what and when.

Google Docs & Attachments 

 
Documents can be attached to the Complaint in 2 different ways

-Add Google Doc: add an existing document from its Google Drive URL

Documents can be attached to the Complaint in 2 different ways

-Attach a file: add an document from your computer.

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