Priority Customer Service
- Julie Doyle-Whitelock (Deactivated)
The Priority Customer Service screen is used to manage any customer service issues that may arise between the client and the enterprise during the course of the job. For each priority issue noted, individual comments may be entered. This ensures that all comments made for a customer service issue can be managed and records kept. As some customer service issues are managed externally, the importance of keeping accurate records is vital. The priority customer service management tool assists with these.
The Priority Customer Service screen contains two lists:
- Priority Issues: An area in which customer service issues are entered, viewed, modified, or deleted.
- Comments: Displays all comments entered for a selected customer service priority issue. These can be individually viewed and edited. Selection of a priority issue in the list will display all comments made for it, with the most recent at the top of the list. As comments are entered for a specific customer service issue they are not included with a job’s comments and can only be viewed on the Priority Customer Service screen.
Procedures
Creating A Priority Customer Service Issue
- Click the Priority Issue list. A shadow will appear around the list to indicate it is selected.
- Click New. The General tab of the Priority Issue dialog will be displayed.
- Enter the details.
- Select the Notes tab.
- Enter notes, as required.
- Click OK. The dialog will close a priority customer service issue will be created.
If the Create a Job Comment field on the Notes tab of the Priority Issue dialog is changed to Yes, the Production Comment dialog will be displayed after clicking OK.
Creating A Priority Issue Comment
Each priority issue may have one or more comments added to it. Comments related to a priority issue are only displayed when a priority issue is first selected from the Priority Issue list.
- From the Priority list, select the required priority issue. Related comments will be displayed in the Comments list.
- Click the Comments list. A shadow will appear around the list to indicate it is selected.
- Click New. The Priority Customer Service Comment dialog will be displayed.
- Enter the details.
- Click OK. The dialog will close a priority customer service issue comment will be created.
Priority Issue Dialog - General Tab
The General tab is used to enter basic details about the priority issue.
General Group
Field | Description |
|---|---|
Responsible Party | Party responsible for the priority issue. Click the Responsible Party popup button to select. |
Category | Category to which a priority issue belongs. Click the Category popup button to select. |
Client Contact | Client contact reporting the priority issue. Click the Client Contact popup button to select. |
Priority Issue Group
Field | Description |
|---|---|
Raised | Date the priority issue was raised. |
Start | Date a resolution for the priority issue will begin. |
Amount Group
Field | Description |
|---|---|
Forecast | Forecasted cost to resolve the priority issue. |
Actual | Actual cost to resolve the priority issue. |
Completion Group
Field | Description |
|---|---|
Forecast | Forecasted completion date for the priority issue. |
Actual | Actual completion date for the priority issue. |
Completed By | Person who completed the priority issue. Click the Completed By popup button to select. |
Signed Off | Date the priority issue was signed off. |
Priority Issue Dialog - Notes Tab
The Notes tab is used to enter notes about the priority issue.
Notes Group
Field | Description |
|---|---|
Issue Details | Description of the priority issue. |
Public Notes | Public notes description of the priority issue. |
Scope Group
Field | Description |
|---|---|
Public Issue | Indicates whether the priority issue will visible to the public.
|
Other Actions Group
Field | Description |
|---|---|
Create a Job Comment | Indicates whether the priority issue will create a job comment.
|