Overview
In this section, you will find information about:
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Concerned profiles:
ALL
Table of content
Step By Step
Next process step | |
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•As John updated the Status to Under Review, the Commercial Assignee is notified by email that he needs to take action. |  |
•Let’s follow Laurie, working as a Customer Service Representative and assigned as Commercial Assignee while she reviews, completes the Complaint and sends the Final Communication to the Customer. | |
Commercial Assignee notification | |
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•In order to get to the Complaint page, Laurie can either find the Complaint on the Case object or simply click on the Complaint link in the notification email. |  |
Creation and validation of investigation results | |
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| •Once Laurie opens the Complaint, she can click on Edit and scroll down to the Create, Validate and Send Official Customer Response section to complete the Complaint. |  |
Credit Note and Compensation | |
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•On the Complaint page, there are 2 different ways to record compensation of a Complaint. -Credit Note -Compensation |  |
•Under this section, Laurie can fill-in details about how the Complaint was resolved in the Resolution text box. •Furthermore, she can indicate if a Credit Note or a Compensation are applicable to the Complaint. In the case that they are, Laurie can mention the Credit Note Reference, Compensation details and their Amounts.
•Last but not least, she can indicate if there were any Other Costs and the sum of the Credit Note Amount, Compensation Amount and Other Costs is automatically calculated in the Overall Costs field. The Overall Costs field can also be changed |  |
Possibilities | |
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•There are 2 structured and 1 free text communications that can be issued out of Salesforce from the Complaint page: | |
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Final Communication to the Customer | ||
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•Once the Complaint is complete and has been reviewed, it is time for Laurie to send the Final Communication to the Customer. •The Final Communication to the Customer is by default issued by email to the Contact maintained in the Customer Complaint. •Laurie can send the email by clicking on the Send Closure Mail button. In addition to the predefined Contact, Laurie can also input any valid email address as CC.
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