View Source

Definition

This capability allows Distributers (not available for customers) to see the Customer Requests shared between them and Solvay. The Customer Requests displayed are the one which have been stored in SFDC.

Accessing points

This capability can be accessed through several points in MSP detailed below :

Homepage

Syensqo IS - Customer Support > MSP: Regulatory Questions & Quality Questions (Customer Requests) > image2021-2-2_9-47-22.png

Menu

Syensqo IS - Customer Support > MSP: Regulatory Questions & Quality Questions (Customer Requests) > image2021-2-2_9-48-38.png

Detailed Capabilities

MSP user can access to :

Customer Requests list
Customer Requests details
- Linked to a specific Customer Requests, case comments is available for MSP users and Solvay's internals to be able to comment the case.
Create a Customer Request

Customer Requests list

This list presents all Customer Requests belonging to distributer corporate account that have been created from MSP, for customers only their own customer requests appear.

It is presented in a table with the following columns :

Request Number
Date/Time
Account Name
Type
Subject
Product
BU

The list is presented in pages (10 per page)

The list can be filtered through :

My Questions
Request Number
Type
Country
BU
Status
Product
General search that searches the filter values

Every filter accepts multi-selections. The header of each column allows a sort (in the page ? in all the records ?)

The field Request Number is in blue and underlined. It is a link to access to details of a Customer Request, opening a new page.

Syensqo IS - Customer Support > MSP: Regulatory Questions & Quality Questions (Customer Requests) > image2021-2-2_9-58-5.png

Customer Request Details

The Customer Request detail page contains the following elements :

Syensqo IS - Customer Support > MSP: Regulatory Questions & Quality Questions (Customer Requests) > image2021-2-2_10-1-1.png

Syensqo IS - Customer Support > MSP: Regulatory Questions & Quality Questions (Customer Requests) > image2021-2-2_10-1-24.png

This page is totally in a read-only mode. No field can be updated. Comments and linked documents can be downloaded.

Customer Request Creation

In the Customer Request list page, User can find a "New Customer Request" Button.

Clicking on that button, opens the creation form in a new page.

This Customer request creation form elements are :

Subject
Product
GBU
BU
Account Manager (not mandatory)
Requested Resolution date
Type
Sub Type (not mandatory)
Manufacturing Plant Code (not mandatory)
Initial Description
A Save Customer Request button

Syensqo IS - Customer Support > MSP: Regulatory Questions & Quality Questions (Customer Requests) > image2021-2-2_10-3-47.png

Data Model & Security

There is no specific data model for MSP. The core data model is used.