Customer Complaints Severity Maintenance

Exploring

Where it fits in?

This program lets you maintain the severity levels of customer complaints.

Things you can do in this program include:

Add and maintain the levels of severity for customer complaints.

Navigation

This program is accessed from the Program List pane of the SYSPRO menu:

Program List > Contact Management > Customer Complaint System > Setup

Terminology

Customer complaint

This is where a consumer expresses dissatisfaction with a supplier's goods or service, typically as a result of defective products or poor service. While this can be viewed as negative sentiment, it also affords a supplier an opportunity to improve their business processes by re-evaluating their quality and service delivery.

Related Information

Topics

Customer Complaint System

Programs

List of Complaints Severity Statuses

Starting

Security

Activities

You can restrict operator access to activities within a program (configured using the Operator Maintenance program).

Fields

You can restrict operator access to the fields within a program (configured using the Operator Maintenance program).

eSignatures

You can restrict access to the eSignature transactions within a program at operator, group, role or company level (configured using the eSignature Setup program). Electronic Signatures provide security access, transaction logging and event triggering that gives you greater control over your system changes.

Groups

You can restrict operator access to programs by assigning them to groups and applying access control against the group (configured using the Operator Groups program).

Passwords

You can restrict operator access to functions within a program using passwords (configured using the Password Definition program). When defined, the password must be entered before you can access the function.

Configuring

The following configuration options in SYSPRO may affect processing within this program or feature, including whether certain fields and options are accessible.

Setup Options

The Setup Options program lets you configure how SYSPRO behaves across all modules. These settings can affect processing within this program.

Financials Keys

Setup Options > Keys > Financials

Key type
Case
Suppress leading zeros
Presentation length
Numbering method
Next complaint

Solving

Error messages

Severity Description field cannot be spaces

Cause

You're trying to save details for a severity code record but haven't entered a description.

Solution

Enter the required details at the Severity description field.

Referencing

Menu and Toolbar

Save

This saves your entries.

Save and Close

This saves your entries and closes the current window or program.

This closes the current window or program.

New

This lets you capture a new data record.

Delete

This deletes the highlighted data record.

Severity ID

Enter a severity identification code.

Severity Information

Field	Description
Severity Details
Severity description	This lets you assign a description to the severity code that can be assigned to a complaint. The description should be clear so that complaint users can easily identify the nature of a complaint.
Days to resolve complaint	Indicate the number of days within which the complaint should be solved. This is used to calculate the complaint due date (displayed at the Due on field of the Customer Complaints Entry program). Complaints that are not resolved within the specified number of days are escalated to the group owner.

Field

Description

Severity Details

Severity description

This lets you assign a description to the severity code that can be assigned to a complaint.

The description should be clear so that complaint users can easily identify the nature of a complaint.

Days to resolve complaint

Indicate the number of days within which the complaint should be solved.

This is used to calculate the complaint due date (displayed at the Due on field of the Customer Complaints Entry program).

Complaints that are not resolved within the specified number of days are escalated to the group owner.