MSP: Regulatory Questions & Quality Questions (Customer Requests)

Definition

This capability allows users to create Customer Requests and see the records shared between them and Syensqo that were created from the portal and belong to their account corporate group. The distributers and customers that are not assigned to My Syensqo Persona (Contact field) as Regulatory will not have this option. 

Accessing points

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

• Homepage and 3 dots menu

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 Syensqo internals to be able to comment the case. 
  • Attach files to a specific Customer Request
• Create a Customer Request
• Consult Regulatory Questions Disclaimer

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
• Status

The list is presented in pages (10 per page)

The list can be filtered through  : 

• My Questions (Disabled by default) 
• 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 the records. 

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

Customer Request Details

The Customer Request detail page contains the following elements : 

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

Comments: Used for communication between the case owner and customer

Files: Share files between internal and customers 

Note: In both features notifications are sent to either case owner or case originator (Customer)

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
• Application=BU
• Account Manager (not mandatory)
• Requested Resolution date
• Type
• Sub Type (mandatory)
• Manufacturing Plant Code (mandatory when Quality type is selected)
• Initial Description
• A Save Customer Request button

When 'Batch extension' subtype is selected is mandatory to attach a file (by default it appears the upload files and drop files options)

Customer Request business rules

Data Model & Security

.....being updated

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