Step By Step

Introduction

Syensqo IS - Customer Support > Customer Request: Introduction > image2016-8-9 9:54:10.png

The Customer Requests module is divided into 5 different steps.

Syensqo IS - Customer Support > Customer Request: Introduction > image2016-8-9 9:55:55.png

The Status order is as follows:

Open: As soon as the Customer Request is created
Pending Approval: When the Customer Request is submitted for approval
Approved: Once the Approver has approved the Customer Request
Rejected: When the Approver has rejected the Customer Request
Closed/Stopped: When the Customer Request is closed but the process was not completed (ex: Customer is no longuer requesting the current demand)
Closed/Completed: When the Customer Request is completed and closed

These different steps are sub-divided into the following sections on the Customer Request page:

Changing the Status of the Customer Request is a manual process for the following Status:

Nevertheless, for the other Status, the values are automatically updated:

Open: Default status after creation of a Customer Request
Pending Approval: Automatically updated when the Customer Request is submitted for approval
Approved: Automatically updated when the Approver approves the Customer Request OR when the user creating the Customer Request has a Salesrep profile
Rejected: Automatically updated when the Approver rejects the Customer Request
Resolved: Automatically updated when the fields Resolution Date and Resolution are populated

•Sample Requests are done directly in Case using the Sample Request functionality. No Customer Request is created for it.

•Customer Requests and Sample Requests are separated processes and no Customer Request is created for a Sample Request.