Customer Call

This sections deals with the business component Customer Call and its activity Customer Call.

Customer Call – A summary of the activity

This activity allows you to register complaints in a product. These complaints are processed in the maintain service work order activity. The system generates a unique service work order identifier. This activity also allows you to view warranty details.

Getting familiar with the pages inside

Go to page…	For…
Customer Call	Creating the customer call.
Operational Checklist	Specifying the operational checklist details
Warranty Details	Viewing the warranty details.
Attach Notes	Specifying the additional remarks for the call.

Customer Call

Ø Select the “Customer Call” activity under the “Customer Call” business component.

The “Customer Call” page appears.

Note: Clicking this icon available near certain fields takes you to the help page of the respective field.

Ø Enter the following field details:

Mode

Use the drop-down list box to specify the mode of customer call. The options are “Search” and “Create”. The system displays “Search” by default on the launch of the page.

When the Mode is selected as “Search”

Ø Enter the following details in the header:

Document No.

The number identifying the document.

Note: If you know the document number, enter the document number. On entering the document number, the “Search Criteria”, “Additional Search Criteria” group box details, and “Search Result” multiline are not visible. The system displays the “Document Details” and “Process Complaint” group box.

Ø Enter the following details in the “Search Criteria” group box:

Document No From	The beginning sequence of the document number.
Document No To	The end range of the document number.
Status	Use the drop-down list box to specify the status of the document. The options are “All”, “Fresh”, “Confirm”, “In Process”, “Clarified & Closed” and “Closed”. The system displays “All” by default on the launch of the page.
Call Date From	The start date range of the call date
Call Date To	The end date range of the call date.
Customer Code	The code identifying the customer.
Customer Name	The name of the customer.

Ø Click the “Search” pushbutton to search the customer call details.

Note: The system displays the required details in the “Search Results” multiline.

Ø Enter the following details in the “Addl. Search Criteria” group box:

Unit	The call unit.
SLA No.	The number identifying the service level agreement.
SWO No.	The service work order number.
Location	The location at which the unit is installed.
Agreement Type	Use the drop-down list box to specify the agreement type. The options are “All”, “AMC”, “O&M”, “Service” and “Spares”. The system displays “All” by default on launch of the page.
Nature of Complaint	Use the drop-down list box to specify the nature of complaint. This combo will be loaded with values as defined against ‘Nature of Complaint’ through ‘Maintain Codes’ activity under ‘Unit Induction’ component. The system displays “All” by default on launch of the page.
SLA From Date	The start date range of the service level agreement.
SLA To Date	The end date range of the service level agreement.
Process As	User the drop-down list box to process the complaint procedure. The options are “All”, “Under Warranty”, “Free Service”, “Pay Service” and “Clarified and Closed”. The system displays “All” by default on launch of the page.
Contact Phone No.	The phone number of the contact person.
Symptom	Use the drop-down list box to specify the call symptom. This combo will be loaded with values as defined against ‘Symptoms’ through ‘Maintain Codes’ activity under ‘Unit Induction’ component The system displays “All” by default on launch of the page.

The system displays the following:

Document No	The number identifying the document.
Call Date	The date on which the call was recorded .
Customer Code	The code identifying the customer.
Customer Name	The name of the customer .
Unit	The unit to be processed.
Status	The status of the call.
Nature of Complaint	The temperament of the complaint.
SLA No.	The service level agreement number of the unit .
Agreement Type	The agreement type of the Service level. .
Processed As	The complaint procedure process of the call.
Service Work Order No	The service work order number generated for the call.
Problem Code	The code identifying the problem.
SWO Sch. Date	The service work order scheduled date.
SWO Status	The service work order status.
Work Group	The work group of the service work order .
Contact Phone No.	The phone number of the contact person.
Symptom	The indicated symptom of the complaint call.
SWO Close Date	The service work order closed date.
Total Duration (Days)	The number of days between the Call date and Service work order closure date .
Check List ID	The id which indicates the checklist.
Check List Result	The status of the checklist. It can be ‘Pending’ or ‘Completed’
Invoice No	The number identifying the Invoice raised for the service work order .
Invoice Status	The status of the invoice .

Ø Enter the following:

Action

Use the drop-down list box to specify the action on the selected document number. The options are “Create” and “Modify”.

Note: During the create mode, this field is not displayed

When the action is chosen as ‘Create’, the selected document no. will become the template for creating a new call. ( The Document No. will not be transferred to the Document No. field in Document Details section.

When the action is chosen as ‘Modify’, the selected document no. can be fetched in the Document Details section for any further modification.

When the Mode is selected as “Create”