Customer Service Task Management

Menu Path: Customer Service $Images\bluerarw.gif$ Order Processing $Images\bluerarw.gif$ Customer Service Tasks $Images\bluerarw.gif$ Customer Service Task Management

Purpose

Manage customer service tasks for customers assigned to your customer service team(s).
Email promise date change documents to customer contacts.

Overview

Use Customer Service Task Management to centrally manage all customer service-related tasks for assigned customers if you are a customer service team member.

Note Every customer must be assigned to a customer service team. Users can be associated with one or many customer service teams in Customer Service Team Maintenance. Only tasks for customers that are in a user’s customer service team appear. This feature allows for an extra degree of user security.

There is only one type of customer service task:

Promise Date - These customer service tasks are created in Customer Service Task Refresh for promise dates that you should review due to supply and demand changes. You can enter a new promise date if necessary.

If you update promise dates, you can select to email a promise date change document to the customer contact.

Ribbon Home Tab Buttons

Button	Description
Exit	Click this button to close the Customer Service Task Management window.
Show Data	Click this button to display customer service tasks in the Results grid based on selected criteria. If you select a check box in the Results grid for one or more tasks, you are also asked whether you want to apply your changes when you click this button.
Email New Promise Dates	Click this button to email updated promise dates to contacts for customer service tasks for which the Select for Email Notification check box is selected in the Results grid. Email can only be sent to contacts who are set up to receive promise date change documents in Contact Document Selection.
Promise History	Click this button to display Promise History, which allows you to view promise date history for a selected customer service task.
Order	Click this button to display Order Edit, which allows you to view and update information for the order associated with the selected customer service task. Note If you are not authorized to use Order Edit, the Order Entry window appears instead, and allows you to view and update information for the associated order. If you are not authorized to use Order Edit or Order Entry, the Order Inquiry window appears instead, and allows you to view order information for the associated order.
Select All for Email	Click this button to select the check box in the Select for Email Notification column in the Results grid for all tasks. Select this check box if you want to send promise date change emails for all displayed tasks.
Contacts	Click this button to display Contacts, which allows you to select a contact for the selected customer service task in the Results grid.
Customer	Click this button to display Customer Maintenance, which allows you to define customers and prospects. Note If you are not authorized to use Customer Maintenance, the Customer Inquiry window appears instead, and allows you to view information for the customer.
Attachments	Click this button to display Attachment Entry, which allows you to view and enter attachments for a selected customer service task.
Task Notes	Click this button to display Notes Entry, which allows you to view and enter notes for a selected customer service task.

Lookup Tab Fields and Buttons

Field or Button	Description
All Customers	Select this check box to display customer service tasks for all customers. This check box is selected by default.
Customer Code	Enter the customer code of a customer for which to display customer service tasks, or click the Lookup button to select a customer code. This field is only enabled if you clear the All Customers check box.
Name	Enter the name of a customer for which to display customer service tasks, or click the Lookup button to select a customer name. This field is only enabled if you clear the All Customers check box.
All Customer Service Teams	Select this check box to display customer service tasks for all customer service teams. This check box is selected by default.
Team	Enter a customer service team for which to display customer service tasks, or click the Lookup button to select a customer service team. This field is only enabled if you clear the All Customer Service Teams check box.
From	Enter the first reminder date in a range of dates for which to display customer service tasks, or click the drop-down arrow to select a date. This defaults to the current date.
To	Enter the last reminder date in a range of dates for which to display customer service tasks, or click the drop-down arrow to select a date. This defaults to the current date.
Status	Select whether to display open, closed, or both open and closed customer service tasks. Every customer service task is initially marked as open.
Reviewed	Select whether to display tasks that were reviewed, not reviewed, or both reviewed and not reviewed. Each task is initially marked as not yet reviewed. Select the check box in the Reviewed column of the Results grid to mark a task as reviewed.
All Tasks	Select this check box to display all customer service task types. This check box is selected by default.
Promise Date	Select this check box to display promise date tasks. This check box is only enabled if you clear the All Tasks check box.
Results	This grid displays customer service task information based on the criteria selected. This grid includes the following columns: Order Num - This column displays the order number for each customer service task. Customer Code - This column displays the customer code for each customer service task. Customer Name - This column displays the customer name for each customer service task. Product Code - This column displays the product code for each customer service task. Product Name - This column displays the product name for each customer service task. Qty Ordered - This column displays the quantity of the product ordered for each customer service task. Unit of Measure - This column displays the unit of measure for the quantity ordered for each customer service task. Qty Backordered - This column displays the quantity backordered for each customer service task. Task Code - This column displays the customer service task type for each customer service task. Customer Service Team - This column displays the customer service team associated with the customer for each customer service task. Location Prefix - This column displays the shipping location for each customer service task. Recommended Date - This column displays the recommended promise date for each customer service task. Actual Used Date - This column displays the promise date for each customer service task. Status - This column displays the status of each customer service task (Open or Closed). Close - Select the check box in this column for each task you want to close. Select this check box for tasks for which you do not want to change the promise date. Update - Select the check box in this column for each task for which you want to change the promise date to the recommended promise date. Contact Name - This column displays the contact for each customer service task. Double-click this column for a task to select or change the contact. Delivery Method - This column displays the delivery method of the promise date change document for each customer service task. Double-click this column to select a delivery method. Select for Email Notification - Select this check box for each task for which you want to send an email notification of a promise date change. You can only select this check box for a task if a contact is entered in the Contact Name field and the contact is assigned emailed promise date change documents in Contact Document Selection. Reviewed - Select this check box to mark a customer service task as reviewed. Reviewed by - This column displays the user name of the last user to review each customer service task. Reviewed Date - This column displays the date each customer service task was last reviewed. Reviewed Time - This column displays the time each customer service task was last reviewed. Reminder Date - Enter the next date that you want each customer service task to appear. This defaults to the day the task was created, but can be manually overridden. New Promise Date - Enter a new promise date for a task if the promise date has changed. After you update a promise date, an open task is closed. Order Date - This column displays the order date for each customer service task. Created By - This column displays the user ID of the user that created the order line item for each customer service task. Customer PO - This column displays the customer purchase order number for each customer service task. Cancel after Date - This column displays the cancel-after date for each customer service task. Order Placer - This column displays the name of the person that placed the sales order for each customer service task. Line Num - This column displays the order line item for each customer service task. Status Note - Enter additional information for each customer service task.
Tasks	This field displays the total number of displayed tasks.