Overview

In this section, you will find information about all the comunication which can be sent to the customer:

  • Acknoledgement
  • Final communication
  • Ad-hoc email
  • 8D report

 

Concerned profiles:

     ALL

Table of content

 

Step By Step

Possibilities

•There are 2 structured  and 1 free text communications that can be issued out of Salesforce from the Complaint page:

Final Communication to the Customer

 •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.

The language of the email is defined by the language of the main Contact but can be changed by the user.

 

Ad-hoc Email with Complaint Information

•At anytime during the Complaint lifecycle, Laurie can send an Ad-hoc Email prepopulated with Complaint Information.

•Laurie can send the email by clicking on the Send Adhoc Mail button. In addition to the predefined Contacts, Laurie can also input any valid email address as CC.

The language of the email is English only.

 

8D Report

•Laurie can generate an 8D Report if this is needed by the Customer by clicking on the Generate 8D Report button on the top of the Complaint page.
•The 8D Report is filled with all the relevant data that have been registered during the Investigation by John. It remains editable and Laurie can change the data or add new data before she generates the Report.
•The 8D Report is saved as a Word Document as an attachment of the Complaint.
•All the relevant data that has been registered during the Investigation by John is mapped to the 8D Report.
•For a more detailed view of the mapping, please double click on the Word Document.

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