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.

If multiple Sales Order or Delivery Numbers exist for the same Complaint, multiple Complaints need to be created.

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.

 

For Internal Complaint (intra-company), the user will need to use the Outbound Delivery Number as Document Reference

Case Information 

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.
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 the persons in charge of one or more steps of the Complaint process.
•David needs 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 – in our case John.
-The Commercial Assignee: The person responsible for the communication with the Customer – in our case Laurie.
•Additionally, the Received Date (date that the Complaint reached Solvay) is captured in the Case Information.
  
  

 

 

 

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