Customer CRM Comments and Complaints Tab

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For the Other Action Menu options (press F9 or the Other Actions Menu on the Button Bar) 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:

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:
a tri-state checkbox, set to the "ignore" setting Tri-State ignore: will return all entries whether active or inactive.
a tri-state checkbox, set to the "on" setting. Tri-State on (yes): the grid is filtered on Active comments and complaints.
a tri-state checkbox, set to the "off" setting 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:

  • the NEW ITEM button has an icon that shows two sheets of paper (identified by having the top right corner folded down), arranged diagonally on the icon from top left to bottom right   : create a new complaint, see How To: Create a Comment or a Complaint.
  • the DELETE ITEM button has an icon that shows two sheets of paper (identified by having the top right corner folded down), arranged diagonally on the icon from top left to bottom right and overlaid with a red cross.   : delete the complaint currently focused on.
  • pressing the "open folder" button opens the lookup window associated with the button's field. Once the correct data has been found, double-clicking on the item populates the associated field.   : 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:
  1. 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.
  2. 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.
  • BtnAdd2CommLogX.jpg: 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).


See Also

Visit KhaosWikiX at https://support.khaoscontrol.com/wiki_kcx/ to see the following:

Contact the Khaos Team