Please refer to the article Creating a New Incident for a full overview of all incident types and how to begin a new record.
The Customer Complaint record type allows you to record an occurrence whereby a customer informs you of a failure or breakdown in quality of a service or product that you provided to them.
The first page of a Customer Complaint record is the Incident Details tab:
The initial page of the Incident Details tab requires the following data to be added:
Business Unit - The primary location that the observation was made
Location - The location below the Business Unit that the observation was made
Location Manager's Name - The name of your location manager
Location Manager's Email - The email address of your location manager
Job Number - The job or reference number of the complaint
Client Name - The name of the customer/client making the complaint
Client Phone - The pone number of the customer/client making the complaint
Complaint Date - The date the complaint was made
Reported Date - The date the complaint was reported
Complaint Description - A brief description of the customer/client's complaint
When all data has been added, click the Save and Next button to continue to the next tab.
Please Note: Certain information is required in order to continue to the next tab in the record. If you try clicking the Save and Next button and some data is missing on the current tab, you will be prompted and all data fields that require information before moving on will be highlighted in red:
Our Advice - If you do not have permission to continue adding information to a record, once you have clicked Save and Next, you will be prompted with a reference number notification similar to the one below:
Additional Information Tabs
The Customer Complaint record type has the following additional information tabs that need to be completed.
Please click on a section above for help with a particular section.
Our Advice - The additional information tabs may also require mandatory information to be filled in to allow progression to the next information tab.