Syensqo IS - Customer Support

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Overview

In this section, you will find information about:

  • The meaning of the status
  • The customer feedback
  • The closure

 

 

 

Table of content

 

Step By Step

Follow up actions

After the sample is approved, the change of Status is automatically based on the information available according to the process step.

Status change

Chatter feed

The Chatter feed on top of the sample request can be used to update people following the sample request, or send a key information to someone in particular. For example the CSR can update the Salesrep when the order is created in SAP.

 

Closure

Customer feedback

Customer feedback can be entered in the sample request in the customer feedback section as follows:

 

As shown in the screen 3 fields are available :

•Approved by customer Yes/ NO
•Reason not approved
•And comments
The user can update and save this information

 Automatic closure

Once the customer feedback has been updated, the sample request closes automatically

 Manual Closure

If the user knows that the customer feedback will not be done before a while, he can choose to close the case and send a follow up task for reminder.

He then clicks on Close case button

And the following page appears:

Two options may occur:

  • If the user enters a follow up date reminder, a new task will be sent
  • If not the request will just be closed



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Need help?

To request any support or if you have identified a bug or incident , please create a Freshdesk ticket using Solvia platform : https://solvia.solvay.com/

you can copy users with email address , default priority is Low , then Submit . We advise you to put keywords in subject to ease dispatching to correct Agent : CRM - Complaint for example

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