</p><p>Now we will explain in detail how to practice this process in managing Support Requests.</p>
</p><p>Now we will explain in detail how to practice the process of managing Support Requests.</p>
</details>
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<h1>Scenario</h1>
<imgtype="image/png"src="http://img.erp5.cn/user-Howto.Manage.Support.Requests.Scenario?format=png"title="Scenario: a request for support of ERP5 instance configuration"alt="Scenario: a request for support of ERP5 instance configuration">
<detailsopen="open">
<p>This tutorial is based on a scenario that will help you understand how to manage Support Requests and the role of this kind of Ticket.</p><p>Z Company is an electricity supplier, one of VIFIB clients who are using the ERP5 instance. John Scott Doh is the marketing manager of Z Company. From this year, as the other departments of Z Company, he starts to implement the ERP5 to manage his marketing department, and specially the ERP5 CRM for his business with his clients. In the very beginning of using this new instance, he met some difficulties in the configuration of the ERP5 instance, so he wrote to the ERP5 support team asking for help. When the ERP5 support team receives the email from this client, someone in the team will create a new incoming Event in ERP5 in order to ask for someone who is capable to answer to the request of John Doh.</p><p>Now please follow this scenario, combine with the standard incoming Events process you have learned, to see what's the steps to take in ERP5 to manage the support requests from your clients.</p>
<p>This tutorial is based on a scenario that will help you understand how to manage Support Requests and the role of this kind of Ticket.</p><p>Z Company is an electricity supplier and one of VIFIB clients who are using the ERP5 instance. John Scott Doe is the marketing manager of Z Company. From this year, as the other departments of Z Company, he starts to implement ERP5 to manage his marketing department, and specifically the ERP5 CRM for his business with his clients. In the very beginning of using this new instance, he met some difficulties in the configuration of the ERP5 instance, so he wrote to the ERP5 support team asking for help. Once the ERP5 support team receives the email from this client, someone in the team will create a new incoming Event in ERP5 in order to ask for someone who is capable in answering answer the request of John Doe.</p><p>Now please follow this scenario, combine with the standard incoming Events process you have learned, to see what's the steps to take in ERP5 to manage the support requests from your clients.</p>
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<h1>Find the request sender John Doh in your ERP5</h1>
<imgalt="Browse for John Doh in your ERP5"title="Browse for John Doh in your ERP5"type="image/png"src="http://img.erp5.cn/user-Howto.Manage.Support.Requests.Browse.Persons?format=png">
<h1>Find the request sender John Doe in your ERP5</h1>
<imgalt="Browse for John Doe in your ERP5"title="Browse for John Doe in your ERP5"type="image/png"src="http://img.erp5.cn/user-Howto.Manage.Support.Requests.Browse.Persons?format=png">
<detailsopen="open">
<p>
In ERP5 CRM, in order to better manage the customer relations, once we receive an incoming email, phonecall or fax from our clients, we will have to <strong>create a new incoming Event from the support request sender's document</strong>
in order to tell our team that we receive a message from our client. In this way, all the support requests from our clients will be recorded immediately, and be assigned to personnel to handle them later.
</p><p>In our example, we will first create an incoming Event to inform our ERP5 support team that we have received an email from John Doh who is asking for help. As it is John Doh who sent this email, we will create the incoming Event directly from John Doh's Person Document, in order for the Event to be linked easily to John Doh in ERP5.</p><p>
In order to <strong>create an incoming Event from the request sender John Doh's document</strong>
</p><p>In our example, we will first create an incoming Event to inform our ERP5 support team that we have received an email from John Doe who is asking for help. As it is John Doh who sent this email, we will create the incoming Event directly from John Doh's Person Document, in order for the Event to be linked easily to John Doh in ERP5.</p><p>
In order to <strong>create an incoming Event from the request sender John Doe's document</strong>
, the
<strong>first step</strong>
will be to
<strong>reach John Doh's person document</strong>
<strong>reach John Doe's person document</strong>
in ERP5. To do so,
<strong>click on the “Browse” tab</strong>
of your instance Homepage, and
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@@ -113,7 +113,7 @@
<imgtype="image/png"src="http://img.erp5.cn/user-Howto.Manage.Support.Requests.Click.Persons.Line?format=png"title="Click on John's line"alt="Click on John's line">
<detailsopen="open">
<p>
Then we will reach list of Persons stored in your ERP5 instance, <strong>click on John Doh's line</strong>
Then we will reach the list of Persons stored in your ERP5 instance. <strong>Click on John Doe's line</strong>
in order to reach his Person Document.
</p>
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@@ -141,12 +141,12 @@
<imgtype="image/png"src="http://img.erp5.cn/user-Howto.Manage.Support.Requests.Open.Events.List?format=png"title="Open the Events tab in the person's document"alt="Open the Events tab in the person's document">
<detailsopen="open">
<p>
Now that you have reached John Doh's Person Document, the <strong>second step</strong>
Now that you have reached John Doe's Person Document, the <strong>second step</strong>
in order to create an incoming Event from the support request sender's document is to
<strong>reach the Event list of John Doh</strong>
<strong>reach the Event list of John Doe</strong>
by
<strong>Click on the Event Tab</strong>
in John Doh's document.
<strong>clicking on the Event Tab</strong>
in John Doe's document.
</p>
</details>
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<h1>The Events list is empty</h1>
<imgtype="image/png"src="http://img.erp5.cn/user-Howto.Manage.Support.Requests.Events.List.Empty?format=png"title="The Events list is empty"alt="The Events list is empty">
<detailsopen="open">
<p>As you can see, the Events list of John Doh is still empty because until now, there is no Event related to John Doh, i.e., VIFIB hasn't had any interaction with him so far.</p>
<p>As you can see, the Events list of John Doe is still empty because until now, there is no Event related to John Doe, i.e., VIFIB hasn't had any interaction with him so far.</p>
</details>
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<imgtype="image/png"src="http://img.erp5.cn/user-Howto.Manage.Support.Requests.Create.Event.Action.List?format=png"title="Click on 'Create New Event' on Action list"alt="Click on 'Create New Event' on Action list">
<detailsopen="open">
<p>
Since we have received the mail message from our client John Doh asking for help, we will now create a new Event related to John Doh to record this message. To do so, <strong>open the “Action” item list and choose “Create New Event”</strong>
Since we have received the mail message from our client John Doe asking for help, we will now create a new Event related to John Doe to record this message. To do so, <strong>open the “Action” item list and choose “Create New Event”</strong>
.
</p>
</details>
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@@ -743,7 +743,7 @@ We will ask our team member “Yingjie XU” to take care of this Event.
Here we are back to the original Event Mail Message from client John Doh. As you can see on this page, it is stated <strong>"Response Created"</strong>
Here we are back to the original Event Mail Message from client John Doe. As you can see on this page, it is stated <strong>"Response Created"</strong>
, which means this Information Request has been replied.
</p><p>
You can still access to the Response Event you have sent to clients to see the details, just have to click on the <strong>"Related Events" tab</strong>
