Entering Support Issue—Exercises

IMPORTANT
It is extremely important that you set up and work within your own site to maintain you data integrity. If you work within any other site, you will compromise your own exercise data as well as the data of other students. Predictable exercise results require that your data be isolated in your own site.

Basic Data Setup

Entering Support Center User

Purpose: The purpose of this exercise is to set up your user as a support center user, in order to be able to run this particular functionality.

Windows:
Support Center Basic Data /Persons

  1. Query for your user in the Support Center Basic Data/Persons window.
  2. Enter your user as a support center user and save.

General exercise for Entering Support Center User

Required Data

Entering Customer

Purpose: The purpose of this exercise is to enter the customer that is making the claim in the exercises below.

  1. Enter a new customer and give it the ID XX-Support, Support Customer, where XX stands for your initials.
  2. In order for the customer to appear in the Support Center, you will have to enter Cust Stat Grp and Currency on the Customer/Order/General tab.

General exercise for Customer Basic Data.

Entering Sales Part

Purpose: The purpose of this exercise is to enter the sales part that is used in the exercises below.

  1. Enter a new sales part and give it the ID XX-58-591, Wheel Cover, yellow, where XX stands for your initials.

General exercise for Sales Part.

Main Exercise

Purpose: The purpose of this lesson is to enter a support issue.

Windows:
Quick Register of Support Issue
Support Issue

The customer, XX-Support, has bought sales part XX-58-591 several times this year. The customer has recently discovered some defects in the painting of the part. The customer calls to make a claim and wants to know if the problem is an accidental occurrence or if the technical specification of the part has changed.

Quickly Entering Support Issue

  1. Open the Quick Register of Support Issue window.
  2. Create a new support issue and enter a short description in the Subject field.
  3. Enter the calling customer as the contact name, and the calling department at the customer as the contact reference.
  4. Enter a full description of the problem in the Item Message field, and save.
  5. Remember the issue ID.

Entering Support Issue

  1. Open the Support Issue window.
  2. Create a new support issue and give a short description in the Subject field.
  3. Enter the calling customer as the contact name, and the calling department at the customer as the contact reference.
  4. Enter the necessary business reference information, such as the customer number or site, for the call. In the Business Object list, click the sales part and enter the sales part as the object ID.
  5. Make sure the assignment is assigned to your user.
  6. Enter a full description of the problem in the Item Message field.
  7. Classify the issue as a quality issue, and set the priority to Problem.
  8. The call should be considered a question; set the issue type accordingly.
  9. Save the support issue.
  10. Remember the issue ID.

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