15.2 Customer Service Incident

If utilized on its own, a Customer Service Incident records the detailed information about problems with parts sold, including the problem description, related original Work Orders and the solution processes. When a customer service incident has been processed, you can close it and establish corresponding feedback reports.

Customer Service Incidents can also be linked with Customer Service Requests in the CG Box.

For example, if a quality failure occurs in goods sold by Serva Software LLC, and someone is sent to solve the problem, it can be recorded as a customer service incident. With the efficient management of customer service incidents and information collected, the enterprise will improve its quality management and meet the requirements of the ISO9000 service system.

15.2.1 Add Incidents

To add a customer service incident, click “2Add Incident” under the “General” tab of the ”Customer Service Box - Customer Service Incident” interface. In the adding interface, fill in the detailed information of all customer service incidents based on the actual situation. Customer ID and Part# are required here. You may enter the rest of the information in the following update interface according to the descriptions below. 

• Customer ID: Self-defined serial number of the incident.
• Reported by: Reporter of the incident.
• Customer Email: Fill in the customer’s email address to contact the customer.
• Status: The status of a customer service incident can be “OPEN,” “IN PROGRESS,” or “CLOSED.” Update the status when the incident is processesed.
• Priority: Priority of the customer service incidents, classified as “NORMAL,” “HIGH,” or “LOW.” This is dependent on the actual situation at hand.
• Part #/Type/From: To record the information of the part involved in the incident.
• Customer Part Number Revision: Fill in the revision of the part involved in the incident.
• Open date: The date when the incident began.
• Due Date: The date by which the incident should be processed.
• Close Date: Fill in the date when the incident is actually closed.
• Original WO: The original work order number of the part involved in the incident.
• Original SO: The original sales order number of the part involved in the incident.
• Short Incident Description: Fill in a brief description of the incident.
• Detailed Description: Fill in a detailed description of the incident.

After the above information is entered in its entirety, click “2Add” to establish the customer service incident report. The number of the report will start with “CSI.” The updating interface, as shown below, will open automatically. 

Some other information that you are required to fill in:

• Incident Type: The customized type of the customer service incident.
• Original Shipper #: The original shipper number of the part involved in the incident.
• Location: The location # of the incident part in the warehouse. 
• Original Serial#: The original serial number of the part involved in the incident.
• Original Invoice: The original invoice of the sales sheet of the part involved in the incident.

15.2.1.1 Add Incident Items

In addition to the basic information, you can also add incident items to the customer service incident report to analyze reasons, record processing methods and results. Click the “Add” button at the bottom of the update interface to enter a new incident item:

In the incident items window, you may enter the items explained below:

• Status: The status of the item, defined as “OPEN” or “CLOSED.” As for solved problems, the status can be changed to “CLOSED.”
• Question: The contents of the item involved in the incident; required.
• Analysis: A detailed analysis of the item involved in the incident.
• Results: The results of the incident analysis.
• Document Description: A description of the document of the incident item. You may click the button “” to upload a document.

Click “OK” to submit the customer service incident item. Or, you can continue to add more items, after which they can also be edited or deleted. Finally, click the “2Update” button to finish updating the customer service incident.

This will take you back to the customer service incident properties interface. Here, click the “Update” button to update the incident. When a customer service staff member starts to handle the incident, its status can be changed to “IN PROGRESS,” in which the contents and the progress should be updated instantly. After it is processed, the status can be changed to “CLOSED.”

15.2.2 Search for Customer Service Incidents

15.2.2.1 2Lookup Incident

Fill in the complete CSI# of an incident to view it.

15.2.2.2 2Search by CSI#

Fill in the keywords of a CSI# to search for the related customer service incidents.

15.2.2.3 2Search by Part#

Fill in the Part# and Part Type to search for related customer service incidents. 

15.2.2.4 2Search by Customer ID

Fill in the Customer ID to search for the related customer service incidents.

15.2.2.5 All Incidents

Click this button to view all customer service incidents in the system.

15.2.2.6 CSI’s “OPEN”

Click this button to view all “OPEN” customer service incidents in the system.

15.2.2.7 2Search Incidents by Date

Use this function to search for customer service incidents by various conditions, including the CSI#, Part#, Part Type, Customer ID, Priority, CSI Status, Original Shipper#, SO#, WO#, Date Type and Range.

15.2.3 Quick Search for Related Order

When processing a customer service incident, one must check the related orders to better understand the cause and effect of the whole incident. Therefore, in the customer service incident box, a quick search for related orders and parts has been provided to avoid the trouble of searching through other boxes. You may grant the basic permission to view SO/PO/WO/Part Info to the customer service staff.

What we provided here are all “Lookup” functions. You need to fill in the complete SO/PO/WO/Part# to view this information.

15.2.4 Customer Management

Under the “Customer” tab, quick ways to manage customers are provided for the customer service staff. They can add a customer, look up and search for customers.

15.2.4.1 Add Customers

This is the same function as that in the “Address Book Box.” Please refer to the chapter on the Address Book Box for further information.

15.2.4.2 2Lookup by ID

Fill in the complete customer ID and click the button to view customer details.

15.2.4.3 2Search by ID

Fill in the keyword of the customer ID to search for related customers.

15.2.4.4 2Search by Name

Fill in the keyword of a customer’s name to search for related customers.