Add customer problem

When a customer has a problem with an order, record the problem in Made2Manage to track the problem resolution progress.

To add customer problem

1. Open the Customer Service Inquiry (CRMCSR) page.

   a. Select Sales Management > Sales Transactions > Customer Service Inquiry.

   b. Search for CRMCSR or Customer Service Inquiry in the Navigation box and then select Customer Service Inquiry.

   The Customer Service Inquiry (CRMCSR) page appears.

2. On the toolbar, click New.

   The following fields are Read only:

   • Inquiry No: Displays the Inquiry number. Document sequence number for the inquiry which is automatically generated by the system.

   • Customer Status: Displays the customer status.

3. In the Category dropdown, select the inquiry category.

4. In the Class dropdown, select the inquiry class.

   Click Edit Class or Edit Category from the list.

   The Popup Table Maintenance (POPUP) for the respective fields (Category and Class) appears. You can either add a new value or modify the existing value.

5. Identify the customer and sales order:

   • Click the Customer Number lookup reference and double-click the account.

   • Click the Contact lookup reference and double-click the contact for this inquiry.

   Displays the primary contact’s first and last names. If the contact has an email address, an email icon appears. Click the icon to open the Email window.

   Only contacts filtered by the account are displayed.

6. Generally when customer reports a problem with a part, they refer to either the Customer PO number or SO number, using which they received those parts. In all the subsequent inquiry transaction they refer to these numbers. Hence, there is a need to capture both PO number and SO number. However, these fields are Optional.

• SO Number:

  a. Click the SO Number lookup reference.

  The Lookup For SO Number window appears.

  b. Select the row and click Select.

  Click Cancel to exit from the window.

  If you select the SO number first, then the corresponding account numbers and customer PO number are populated from the SO.

• Customer PO Number:

  a. Click the Customer PO Number lookup reference.

  The Lookup For Customer PO Number window appears.

  b. Select the row and click Select.

  Click Cancel to exit from the window.

  If you select the customer PO number, which is associated with only one SO, then default the SO number and the corresponding account number.

  If you select the customer PO associated with multiple SO, then user should select the SO from the list. However, this is optional.

• E-mail and Phone Number:

  When the Customer is selected then the corresponding customer Phone number, E-mail id and Customer status are populated in the Inquiry page.

7. Identify the problem:

   The RMA migration script that moves the old SYCSL actions to the Activities area of Customer Service Inquiry (CRMCSR) page should use display value and not stored value for the Assigned To.

   • Click any one of the Inquiry Types. Select either General, RMA, or Field Service options to select the type of inquiry.

   • General – The inquiry concerns an issue not related to an RMA or Field Service.

   • RMA – The inquiry is about an RMA. After saving the inquiry, the RMA is active and click it to launch the RMA window where a new RMA can be created. See Add an RMA.

   • Field Service – The inquiry is about a Field Service issue. After saving the inquiry, click the F.S. (which is now active) launches the Field Service Control (FSORD) page.

   • Enter the subject of the inquiry into the Subject text field.

     With proper user permissions, the list can be modified. If the logged in user does not have permissions, then the Popup Maintenance window will not appear.

8. Click Other and select the value.

   This field is used for any additional user information.

9. In the Other 2 box, enter a value.

   This field is used for any additional user information.

10. Click Save.

    Once the inquiry is saved and if either the RMA or Field Service option is selected, the RMA or Field Service will be available.

    • Select At a Glance > Actions > RMA to open the RMA page and assign a Return Material Authorization number.

    See the Help topic “Add an RMA”.

    • Select At a Glance > Actions > Field Service to open the Field Service page and assign a service order number.

​