Customer CRM Comments and Complaints Tab

For the Other Action Menu options (press F9 or ) see Customer Other Actions Menu.

The Comments/Complaints tab enables customer comments and/or complaints to be recorded. The comment/complaint may relate to a specific stock item; however this is an optional field and can be left blank if it is a general comment/complaint. Comments/complaints may only be added or deleted whilst in edit mode, see How To: Create a Comment or a Complaint and How To: Update a Comment or a Complaint.

A global list of comments and complaints can be seen in the [ CRM Manager | Complaints (Cases) ] screen. A summary report of comments/complaints can be printed, see How To: Create a Comment/Complaint Report.
Note: If a stock related complaint is added from here, it will also automatically appear in the [ Stock | Detail | Complaints/Extended ] tab of the items stock screen with an aquamarine colour background.

The Comments/Complaints screen consists of the following areas:

Top Filters area
Customer Comments/Complaints grid
Status and Notes area
History Grid

The Comments and Complaints screen

Comments and Complaints Top Filters

GO button: this runs the necessary data queries to populate (i.e. update) the comments and complaints grid.
Active/Inactive checkbox: (default=ticked) this tri-state checkbox allows the user to filter the grid as follows:

Tri-State ignore: will return all entries whether active or inactive.

Tri-State on (yes): the grid is filtered on Active comments and complaints.

Tri-State off (no): will display inactive entries.
Note: the user will need to press the Go button to refresh the grid.

Comments and Complaints Grid

There are three edit controls associated with this grid:

: create a new complaint, see How To: Create a Comment or a Complaint.
: delete the complaint currently focused on.
: opens the stock lookup dialog so the user can select a stock item to link to a comment or complaint.

The grid contains the following columns:

Complaint: ticked if the entry is a complaint.
Code: (read only) the automatically generated code for the comment or complaint and used when logging the information in the customer's communication log.
Sk Code [F8] and Stock Description: (read only) the stock code and description if the comment or complaint is related to a specific stock item. This item maybe one that has been marked as Sales Order Held in the [ Stock | Detail | Options ] screen.
Date: the date of the comment/complaint.
Status [F4]: the comment or complaint status as defined in [ System Data | Contact Manager | Complaint Status ] tab and can be marked as active or non-active stages.
Responsible [F4]: the user responsible for the entry.
Reference: the customer's reference.
Priority: free text field.
Days Active: (read only) the number of days the issue has been or is still active based on the date the entry was created to the date marked as complete.
Complaint Type [F4]: the complaint type as defined in [ System Data | Contact Manager | Complaint Type ] tab.
Note: this option is only available when the Complaint checkbox is ticked.
ISO Preventive Rsn (max 500 characters) : the ISO Preventive Reason as set up in [ System Data | ISO Preventive Reason ]. This is used to record the actions taken to ensure that the issues that caused the complaint doesn't happen again in future.
Notes:

The Preventive data against a complaint will not feed through to the Communication Log, the [ Stock | Detail | Complaints/Extended ] screen and the [ CRM Manager | Complaints (Cases) ] screen.
The Complaints report will not display the ISO Preventive Reason.

Compens Cust: the amount of compensation due to the customer.
Compens Supp: the amount of compensation expected from the supplier.

Comments and Complaints Grid Context Menu

Apply Value Range: allows the user to specify a value that is to be applied to all of the currently selected rows/items for the current column.
Clear Selection: deselects the currently selected line(s).

Comments and Complaints Status and Notes Area

Status: displays the status for the current comment or complaint.
User responsible: displays the user who is listed as responsible for the current comment or complaint.
: adds an entry into the Communication Log for the selected customer against the comment or complaint selected.
Comment:: detailed information about a comment or complaint is entered here.
ISO Preventive Comment: the detailed information about the ISO Preventive Reason.
History Comment: further information can be added about a comment or complaint if it has been changed.

Note: this field is only visible once the Status or User is updated using the F4 button.

Comments and Complaints Status and Notes Area Context Menu

Undo: undo the last change.
Cut: cut any selected text from the display grid to the system clipboard.
Copy: copy any selected text from the display grid to the system clipboard.
Paste: pastes any cut or copied text from the clipboard into display grid.
Delete: deletes all selected text from the display grid.
Select All: selects all text in the display grid you are currently focused in.

Comments and Complaints History Grid

This grid is read-only and displays the changes/updates made to a comment or complaint.

Date: the date the updated entry was made against the comment or complaint.
Time: the time the updated entry was made against the comment or complaint.
Comment: the comment entered in the History Comment area.
Old Status [F4]: the previous status of the comment or complaint.
New Status [F4]: the new status of the comment or complaint, or the existing one if no change has been made.
Old Responsible [F4]: the previous person responsible for the comment or complaint.
New Responsible [F4]: the new person responsible for the comment or complaint, or the existing one if no change has been made.

History Grid Context Menu

Apply Value Range: allows the user to specify a value that is to be applied to all of the currently selected rows/items for the current column.
Clear Selection: deselects the currently selected line(s).