Browse on Complaint Severity

This program lets you browse the severity of customer complaints.

Exploring

Things you can do in this program include:

  • View customer complaint severity.

  • Filter/print a list of severity IDs for customer complaints.

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

  • Program List > Contact Management > Customer Complaint System > Browses

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.

This is typically a SYSPRO administrator who receives and evaluates customer complaints and assigns a severity level in order to calculate the due date of resolving a complaint.

The complaint owner assigns a complaint to a complaint user for resolution. The complaint owner can also resolve and close a complaint, if requested to do so by the complaint user.

This is typically a SYSPRO operator who investigates and is responsible for resolving and closing a complaint.

Topics

Customer Complaint System

Starting

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).

  • You can't maintain information displayed in this list view if Browse only access is defined against the program, but access to the corresponding maintenance program is not allowed (Operator Groups).

Solving

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Using

  • You can toggle the display of browse-type programs in the Program List by right-clicking anywhere in that pane and ticking/unticking the Include Category 'Browses' option.

  • Columns in a list view are sometimes hidden by default. You can reinstate them using the Field Chooser option from the context-sensitive menu (displayed by right-clicking a header column header in the list view). Select and drag the required column to a position in the list view header.
  • Press Ctrl+F1 within a list view or form to view a complete list of functions available.

Referencing

This exits the program.

This lets you capture a new data record.

This lets you change details for the currently highlighted record.

This deletes the highlighted data record.

This prompts you for confirmation before you can delete a data record.

This outputs the data to a printer destination of your choice.

This exports the data to Microsoft Excel.

Field Description

Severity ID

This indicates the unique identifier for the complaint severity.

Severity description

This indicates the description for the complaint severity.

Days to resolve complaint

This indicates the number of days within which the complaint should be solved.

If the complaint is not resolved within the specified number of days, it's escalated to the group owner.

The date displayed at the Due on field in the Customer Complaints Entry program is calculated using the number of days specified here.