Customer Complaints User Maintenance

Exploring

This program lets you maintain customer complaint users to which complaints are assigned.

Things you can do in this program include:

  • Add and maintain customer complaint users.

  • Enable users to add, approve, escalate or route complaints.
  • Categorize users into complaint groups.

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

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

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

Topics

Customer Complaint System

Starting

You restrict operator access to activities within a program using the Operator Maintenance program.

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

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

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 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.

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

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

Setup Options > Keys > Financials

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

Solving

You're trying to create a customer complaint user record who is not a SYSPRO operator.

Choose a user that is a SYSPRO operator.

Referencing

This saves your entries.

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

This closes the current window or program.

This lets you capture a new data record.

This deletes the highlighted data record.

Select this to display a list of all SYSPRO operators.

Select this to displays a list of operators that are linked to the Contact Management System system.

Enter a user identification code.

The complaint user must be a SYSPRO operator.

Field Description

Complaints User Details

 

User name

This indicates the name of the customer complaint user.

The user who creates a complaint can't also be the user who resolves it.

User email

This indicates the email address of the customer complaint user to which all complaint emails for this operator will be routed.

User branch

This indicates the branch where the customer complaint user is located.

User on hold

This indicates that the customer complaint user is currently on hold, typically when the user is unable to attend to customer complaints. Customer complaint emails are not routed to users who are on hold.

Admin user

This indicates that the customer complaint user is an admin user (i.e. they can add, approve, escalate and route complaints).

The Admin user setting on the customer complaint system doesn't make the user a SYSPRO administrator; it merely gives the user permission to add, approve, escalate and route complaints.

User can add complaints

This indicates whether the customer complaint user can add and maintain customer complaints.
User can approve complaints This indicates whether the customer complaint user can approve customer complaints.
User can escalate complaints This indicates whether the customer complaint user can escalate customer complaints to another complaint user.
User can route complaints This indicates whether the customer complaint user can route customer complaints between complaint groups and users.
Complaints Group Details  
User group Select the complaint group to which the user will belong.
User group name This displays the name of the selected complaint group.
User group description This displays the description of the selected complaint group.
Complaints Group Owner Details

Once you have selected the group, the group owner details are populated automatically and can't be edited.
Group owner This displays the group owner responsible for all customer complaints within the group.
Group owner name This displays the group owner name.
Group owner email

This displays the group owner email address to which all complaint emails for the group owner are routed.
Group owner branch This displays the branch where group owner is located.