18
18
.. index:: case (CRM)
20
20
.. i18n: .. note:: Case
22
.. i18n: Case is a generic term that refers to a discussion with a partner about a specific subject. This
23
.. i18n: subject could be in any category – the monitoring of responses to a job advert, perhaps, or a
24
.. i18n: purchase or sales order, or an after-sales quality problem.
26
.. i18n: A case is used for following the history of the messages on a topic and for automating some
27
.. i18n: operations in response to certain conditions. Interfaces are available for OpenOffice.org and for
28
.. i18n: email such as Microsoft Outlook Express and Microsoft Outlook, so that you can make productive use
29
.. i18n: of the case system from your existing tools.
31
.. i18n: Case statistics generated by the system can be used by your managers to improve their handling of
32
.. i18n: supplier and customer interactions.
22
36
Case is a generic term that refers to a discussion with a partner about a specific subject. This
23
37
subject could be in any category – the monitoring of responses to a job advert, perhaps, or a
24
38
purchase or sales order, or an after-sales quality problem.
26
.. i18n: Case is a generic term that refers to a discussion with a partner about a specific subject. This
27
.. i18n: subject could be in any category – the monitoring of responses to a job advert, perhaps, or a
28
.. i18n: purchase or sales order, or an after-sales quality problem.
30
40
A case is used for following the history of the messages on a topic and for automating some
31
41
operations in response to certain conditions. Interfaces are available for OpenOffice.org and for
32
42
email such as Microsoft Outlook Express and Microsoft Outlook, so that you can make productive use
33
43
of the case system from your existing tools.
35
.. i18n: A case is used for following the history of the messages on a topic and for automating some
36
.. i18n: operations in response to certain conditions. Interfaces are available for OpenOffice.org and for
37
.. i18n: email such as Microsoft Outlook Express and Microsoft Outlook, so that you can make productive use
38
.. i18n: of the case system from your existing tools.
40
Case statistics generated by the system can be used by your managers to improve their handling of
41
supplier and customer interactions.
43
.. i18n: Case statistics generated by the system can be used by your managers to improve their handling of
44
.. i18n: supplier and customer interactions.
46
45
Case statistics generated by the system can be used by your managers to improve their handling of
47
46
supplier and customer interactions.
183
179
differentiate the cases in a section. You create categories using the menu :menuselection:`CRM & SRM
184
180
--> Configuration --> Cases --> Categories` . Create the following in your database:
186
.. i18n: .. csv-table:: Categories assigned to the different sections
187
.. i18n: :header: "Category","Section"
188
.. i18n: :widths: 30, 15
190
"Installation Requests","Sales"
191
"Potential Distributor","Sales"
192
"Interest in Training","Sales"
193
"Fault Fix","Support Level 1"
194
"Functional Problem","Support Level 1"
195
"Corrective Actions","Quality"
196
"Preventative Actions","Quality"
198
.. i18n: "Installation Requests","Sales"
199
.. i18n: "Potential Distributor","Sales"
200
.. i18n: "Interest in Training","Sales"
201
.. i18n: "Fault Fix","Support Level 1"
202
.. i18n: "Functional Problem","Support Level 1"
203
.. i18n: "Corrective Actions","Quality"
204
.. i18n: "Preventative Actions","Quality"
182
.. i18n: .. csv-table:: Categories assigned to the different sections
183
.. i18n: :header: "Category","Section"
184
.. i18n: :widths: 30, 15
186
.. i18n: "Installation Requests","Sales"
187
.. i18n: "Potential Distributor","Sales"
188
.. i18n: "Interest in Training","Sales"
189
.. i18n: "Fault Fix","Support Level 1"
190
.. i18n: "Functional Problem","Support Level 1"
191
.. i18n: "Corrective Actions","Quality"
192
.. i18n: "Preventative Actions","Quality"
194
.. csv-table:: Categories assigned to the different sections
195
:header: "Category","Section"
206
198
"Installation Requests","Sales"
207
199
"Potential Distributor","Sales"
242
234
:guilabel:`Create menu Entries`. Following this procedure, create the following menus:
244
236
.. i18n: .. csv-table:: Example of creating menus that make it easier to use cases
245
.. i18n: :header: "Menu base name","Case Section","Parent menu"
246
.. i18n: :widths: 25,20,25
248
"Business Opportunities","Sales","Sales Management"
249
"Support L1","Support Level 1","CRM & SRM"
250
"Support L2","Support Level 2","CRM & SRM"
251
"Quality Problems","Quality","Purchase Management"
253
.. i18n: "Business Opportunities","Sales","Sales Management"
254
.. i18n: "Support L1","Support Level 1","CRM & SRM"
255
.. i18n: "Support L2","Support Level 2","CRM & SRM"
256
.. i18n: "Quality Problems","Quality","Purchase Management"
237
.. i18n: :header: "Menu base name","Case Section","Parent menu"
238
.. i18n: :widths: 25,20,25
240
.. i18n: "Business Opportunities","Sales","Sales Management"
241
.. i18n: "Support L1","Support Level 1","CRM & SRM"
242
.. i18n: "Support L2","Support Level 2","CRM & SRM"
243
.. i18n: "Quality Problems","Quality","Purchase Management"
245
.. csv-table:: Example of creating menus that make it easier to use cases
246
:header: "Menu base name","Case Section","Parent menu"
258
249
"Business Opportunities","Sales","Sales Management"
259
250
"Support L1","Support Level 1","CRM & SRM"
267
258
menu structure like :ref:`fig-busopp`.
269
260
.. i18n: .. _fig-busopp:
262
.. i18n: .. figure:: images/business_ops.png
264
.. i18n: :align: center
266
.. i18n: *Business Opportunities menu automatically generated*
271
270
.. figure:: images/business_ops.png
275
.. i18n: .. figure:: images/business_ops.png
277
.. i18n: :align: center
279
*Business Opportunities menu automatically generated*
281
.. i18n: *Business Opportunities menu automatically generated*
283
274
*Business Opportunities menu automatically generated*
285
276
.. i18n: .. note:: Case sections
278
.. i18n: Open ERP enables you to select the view mode you want when the menu is opened to display the cases
279
.. i18n: for each section such as Sales, Helpdesk, and Support Request.
281
.. i18n: Your selection of view determines the type of form that opens when showing a case in each section.
282
.. i18n: So the form following a support request case could differ from the form for a business opportunity.
284
.. i18n: If you're working in a different language from the default, you can define the labels in that
285
.. i18n: language after you've created the new menus.
287
.. note:: Case sections
287
289
Open ERP enables you to select the view mode you want when the menu is opened to display the cases
288
290
for each section such as Sales, Helpdesk, and Support Request.
290
.. i18n: Open ERP enables you to select the view mode you want when the menu is opened to display the cases
291
.. i18n: for each section such as Sales, Helpdesk, and Support Request.
293
292
Your selection of view determines the type of form that opens when showing a case in each section.
294
293
So the form following a support request case could differ from the form for a business opportunity.
296
.. i18n: Your selection of view determines the type of form that opens when showing a case in each section.
297
.. i18n: So the form following a support request case could differ from the form for a business opportunity.
299
If you're working in a different language from the default, you can define the labels in that
300
language after you've created the new menus.
302
.. i18n: If you're working in a different language from the default, you can define the labels in that
303
.. i18n: language after you've created the new menus.
305
295
If you're working in a different language from the default, you can define the labels in that
306
296
language after you've created the new menus.
308
298
.. i18n: .. note:: Personalizing menus
300
.. i18n: You can rename menus if you don't like the way they've been generated by the system.
301
.. i18n: To do this, select the menu line by single-clicking on the line
302
.. i18n: (but not on the menu text itself) and then clicking the :guilabel:`Switch` icon.
304
.. i18n: You'll see a form view of the menu definition.
305
.. i18n: If it's in edit mode you can change its name and position in the hierarchy,
306
.. i18n: and you can select a different icon for it.
307
.. i18n: You can also choose a different action for when the menu is clicked.
308
.. i18n: If you've saved or cancelled the menu form so that it's not in edit mode
309
.. i18n: you can duplicate it or delete it completely.
310
.. i18n: Duplicating it can sometimes be helpful, placing a copy somewhere else in the
311
.. i18n: menu hierarchy and perhaps making it accessible to different groups of users.
313
.. note:: Personalizing menus
310
315
You can rename menus if you don't like the way they've been generated by the system.
311
316
To do this, select the menu line by single-clicking on the line
312
317
(but not on the menu text itself) and then clicking the :guilabel:`Switch` icon.
314
.. i18n: You can rename menus if you don't like the way they've been generated by the system.
315
.. i18n: To do this, select the menu line by single-clicking on the line
316
.. i18n: (but not on the menu text itself) and then clicking the :guilabel:`Switch` icon.
318
You'll see a form view of the menu definition.
319
If it's in edit mode you can change its name and position in the hierarchy,
320
and you can select a different icon for it.
321
You can also choose a different action for when the menu is clicked.
322
If you've saved or cancelled the menu form so that it's not in edit mode
323
you can duplicate it or delete it completely.
324
Duplicating it can sometimes be helpful, placing a copy somewhere else in the
325
menu hierarchy and perhaps making it accessible to different groups of users.
327
.. i18n: You'll see a form view of the menu definition.
328
.. i18n: If it's in edit mode you can change its name and position in the hierarchy,
329
.. i18n: and you can select a different icon for it.
330
.. i18n: You can also choose a different action for when the menu is clicked.
331
.. i18n: If you've saved or cancelled the menu form so that it's not in edit mode
332
.. i18n: you can duplicate it or delete it completely.
333
.. i18n: Duplicating it can sometimes be helpful, placing a copy somewhere else in the
334
.. i18n: menu hierarchy and perhaps making it accessible to different groups of users.
336
319
You'll see a form view of the menu definition.
337
320
If it's in edit mode you can change its name and position in the hierarchy,
338
321
and you can select a different icon for it.
372
369
from one section to another, and this means that you don't lose cases in the system as you delegate
373
370
work to other staff in your company.
375
.. i18n: It's quite useful to base the whole management of customer relationships on a generic system, as
376
.. i18n: Open ERP does.
377
.. i18n: Since each section is just a specialization of the generic system you can transfer requests
378
.. i18n: from one section to another, and this means that you don't lose cases in the system as you delegate
379
.. i18n: work to other staff in your company.
381
372
For example you can imagine a support request becoming a business opportunity.
382
373
Or an after-sales service request becoming a supplier quality issue where a fault is found in a
383
374
purchased product.
385
.. i18n: For example you can imagine a support request becoming a business opportunity.
386
.. i18n: Or an after-sales service request becoming a supplier quality issue where a fault is found in a
387
.. i18n: purchased product.
389
You can also track items across the whole company.
391
.. i18n: You can also track items across the whole company.
393
376
You can also track items across the whole company.
395
378
.. i18n: .. figure:: images/crm_case.png
397
.. i18n: :align: center
399
*An entry following a business opportunity*
401
.. i18n: *An entry following a business opportunity*
380
.. i18n: :align: center
382
.. i18n: *An entry following a business opportunity*
384
.. figure:: images/crm_case.png
403
388
*An entry following a business opportunity*
421
406
Opportunities` by entering information about the request, namely:
423
408
.. i18n: * a :guilabel:`Description` of the case,
410
.. i18n: * its :guilabel:`Section` will already be completed with \ ``Sales``\ ,
412
.. i18n: * a :guilabel:`Priority`,
414
.. i18n: * the :guilabel:`Partner`,
416
.. i18n: * the :guilabel:`Partner Contact` (which will be completed automatically when the Partner is filled in but
417
.. i18n: can be overwritten),
419
.. i18n: * the :guilabel:`Partner Email` address (which will be completed from the Partner Contact's email address
420
.. i18n: but can be overwritten),
422
.. i18n: * the person in your own company who will be the :guilabel:`User Responsible` for the case.
424
* a :guilabel:`Description` of the case,
425
426
* its :guilabel:`Section` will already be completed with \ ``Sales``\ ,
427
.. i18n: * its :guilabel:`Section` will already be completed with \ ``Sales``\ ,
429
428
* a :guilabel:`Priority`,
431
.. i18n: * a :guilabel:`Priority`,
433
430
* the :guilabel:`Partner`,
435
.. i18n: * the :guilabel:`Partner`,
437
432
* the :guilabel:`Partner Contact` (which will be completed automatically when the Partner is filled in but
438
433
can be overwritten),
440
.. i18n: * the :guilabel:`Partner Contact` (which will be completed automatically when the Partner is filled in but
441
.. i18n: can be overwritten),
443
435
* the :guilabel:`Partner Email` address (which will be completed from the Partner Contact's email address
444
436
but can be overwritten),
446
.. i18n: * the :guilabel:`Partner Email` address (which will be completed from the Partner Contact's email address
447
.. i18n: but can be overwritten),
449
* the person in your own company who will be the :guilabel:`User Responsible` for the case.
451
.. i18n: * the person in your own company who will be the :guilabel:`User Responsible` for the case.
453
438
* the person in your own company who will be the :guilabel:`User Responsible` for the case.
455
440
.. i18n: .. index::
456
.. i18n: single: email gateway
457
.. i18n: single: gateway; email
441
.. i18n: single: email gateway
442
.. i18n: single: gateway; email
460
445
single: email gateway
461
446
single: gateway; email
463
448
.. i18n: .. tip:: The email gateway
465
You'll see later in this chapter that cases can be generated automatically from emails.
466
If the email gateway is configured properly you'll no longer have to enter cases manually
467
through the menu system – they'll just be created from incoming emails.
469
.. i18n: You'll see later in this chapter that cases can be generated automatically from emails.
470
.. i18n: If the email gateway is configured properly you'll no longer have to enter cases manually
471
.. i18n: through the menu system – they'll just be created from incoming emails.
450
.. i18n: You'll see later in this chapter that cases can be generated automatically from emails.
451
.. i18n: If the email gateway is configured properly you'll no longer have to enter cases manually
452
.. i18n: through the menu system – they'll just be created from incoming emails.
454
.. tip:: The email gateway
473
456
You'll see later in this chapter that cases can be generated automatically from emails.
474
457
If the email gateway is configured properly you'll no longer have to enter cases manually
607
590
calendar or, for example, to display the calendar for only some employees at a time.
609
592
.. i18n: .. figure:: images/crm_calendar2.png
610
.. i18n: :align: center
613
*Weekly view of the meeting calendar for cases*
615
.. i18n: *Weekly view of the meeting calendar for cases*
593
.. i18n: :align: center
596
.. i18n: *Weekly view of the meeting calendar for cases*
598
.. figure:: images/crm_calendar2.png
617
602
*Weekly view of the meeting calendar for cases*
619
604
.. i18n: .. note:: The generic calendar
606
.. i18n: Unlike traditional CRM software, Open ERP's calendar view is not limited to displaying
607
.. i18n: appointments. It's available for any type of resource.
609
.. i18n: So in addition to the cases handled here, you could obtain calendars of tasks, deliveries,
610
.. i18n: manufacturing orders, sales or personal leave.
612
.. i18n: This view is very useful for planning or to get a global overview of a list of dated elements.
614
.. note:: The generic calendar
621
616
Unlike traditional CRM software, Open ERP's calendar view is not limited to displaying
622
617
appointments. It's available for any type of resource.
624
.. i18n: Unlike traditional CRM software, Open ERP's calendar view is not limited to displaying
625
.. i18n: appointments. It's available for any type of resource.
627
619
So in addition to the cases handled here, you could obtain calendars of tasks, deliveries,
628
620
manufacturing orders, sales or personal leave.
630
.. i18n: So in addition to the cases handled here, you could obtain calendars of tasks, deliveries,
631
.. i18n: manufacturing orders, sales or personal leave.
633
This view is very useful for planning or to get a global overview of a list of dated elements.
635
.. i18n: This view is very useful for planning or to get a global overview of a list of dated elements.
637
622
This view is very useful for planning or to get a global overview of a list of dated elements.
639
624
.. i18n: .. index:: performance analysis
705
692
section, and an indication of the state of each set of information:
707
694
.. i18n: * :guilabel:`number of cases`,
709
* :guilabel:`average delay for closing` the request,
711
696
.. i18n: * :guilabel:`average delay for closing` the request,
713
* :guilabel:`estimated revenue` for a business opportunity,
715
698
.. i18n: * :guilabel:`estimated revenue` for a business opportunity,
717
* :guilabel:`estimated cost`,
719
700
.. i18n: * :guilabel:`estimated cost`,
721
* estimate of revenue multiplied by the probability of success, to give you an :guilabel:`estimated weighted
724
702
.. i18n: * estimate of revenue multiplied by the probability of success, to give you an :guilabel:`estimated weighted
725
.. i18n: revenue` figure.
703
.. i18n: revenue` figure.
705
* :guilabel:`number of cases`,
707
* :guilabel:`average delay for closing` the request,
709
* :guilabel:`estimated revenue` for a business opportunity,
711
* :guilabel:`estimated cost`,
727
713
* estimate of revenue multiplied by the probability of success, to give you an :guilabel:`estimated weighted
730
716
.. i18n: .. tip:: Navigating through the statistics
718
.. i18n: You can obtain more information about a user or a case section from these reports, drilling down
719
.. i18n: into the data displayed.
721
.. i18n: In the web client you click the appropriate text string on one of the lines (such as
722
.. i18n: :guilabel:`Demo User` or :guilabel:`Helpdesk and Support`) to open a form for it, and then click
723
.. i18n: one of the buttons in the :guilabel:`Action` toolbar to the right of the User or Section form that
724
.. i18n: is displayed.
726
.. i18n: In the GTK client you'd right-click over the text instead – this brings up a context menu with
727
.. i18n: the same options as the web client would give you.
729
.. tip:: Navigating through the statistics
732
731
You can obtain more information about a user or a case section from these reports, drilling down
733
732
into the data displayed.
735
.. i18n: You can obtain more information about a user or a case section from these reports, drilling down
736
.. i18n: into the data displayed.
738
734
In the web client you click the appropriate text string on one of the lines (such as
739
735
:guilabel:`Demo User` or :guilabel:`Helpdesk and Support`) to open a form for it, and then click
740
736
one of the buttons in the :guilabel:`Action` toolbar to the right of the User or Section form that
743
.. i18n: In the web client you click the appropriate text string on one of the lines (such as
744
.. i18n: :guilabel:`Demo User` or :guilabel:`Helpdesk and Support`) to open a form for it, and then click
745
.. i18n: one of the buttons in the :guilabel:`Action` toolbar to the right of the User or Section form that
746
.. i18n: is displayed.
748
In the GTK client you'd right-click over the text instead – this brings up a context menu with
749
the same options as the web client would give you.
751
.. i18n: In the GTK client you'd right-click over the text instead – this brings up a context menu with
752
.. i18n: the same options as the web client would give you.
754
739
In the GTK client you'd right-click over the text instead – this brings up a context menu with
755
740
the same options as the web client would give you.
797
782
Using these rules you could:
799
784
.. i18n: * automatically send emails to the client during different phases of a support request, to keep the
800
.. i18n: client up to date with progress,
802
* assign the case to another person if the the case manager is on holiday,
785
.. i18n: client up to date with progress,
804
787
.. i18n: * assign the case to another person if the the case manager is on holiday,
806
* send a reminder to the supplier if their response is delayed too long,
808
789
.. i18n: * send a reminder to the supplier if their response is delayed too long,
810
* always mark a case as urgent if it's from a major client,
812
791
.. i18n: * always mark a case as urgent if it's from a major client,
814
* transfer the case to technical services if the request is about a technical fault.
816
793
.. i18n: * transfer the case to technical services if the request is about a technical fault.
795
* automatically send emails to the client during different phases of a support request, to keep the
796
client up to date with progress,
798
* assign the case to another person if the the case manager is on holiday,
800
* send a reminder to the supplier if their response is delayed too long,
802
* always mark a case as urgent if it's from a major client,
818
804
* transfer the case to technical services if the request is about a technical fault.
820
806
.. i18n: To define new rules use the menu :menuselection:`CRM & SRM --> Configuration --> Cases --> Rules`.
846
834
.. i18n: * a condition about the initial state (for example during the creation of a case – initial state:
847
.. i18n: \ ``None``\ , eventual state: \ ``Draft``\ ),
835
.. i18n: \ ``None``\ , eventual state: \ ``Draft``\ ),
837
.. i18n: * a condition about the destination state (for example at the closure of a case to send a
838
.. i18n: confirmation or thank you email),
840
.. i18n: * the case section to which the rule applies,
842
.. i18n: * the category for the case,
844
.. i18n: * a condition about the manager of the case (for example to send copies of case progress to a
845
.. i18n: manager if the client request is handled by a trainee),
847
.. i18n: * a condition about the priority level (for example to provide different types of reaction depending
848
.. i18n: on the urgency of the request),
850
.. i18n: * a partner or a category to be applied to the rule,
852
.. i18n: * a date for the trigger
854
.. i18n: - reporting by the date of creation
856
.. i18n: - reporting by date of the last action
858
.. i18n: - reporting by the length of time that it's been active.
860
* a condition about the initial state (for example during the creation of a case – initial state:
861
\ ``None``\ , eventual state: \ ``Draft``\ ),
849
863
* a condition about the destination state (for example at the closure of a case to send a
850
864
confirmation or thank you email),
852
.. i18n: * a condition about the destination state (for example at the closure of a case to send a
853
.. i18n: confirmation or thank you email),
855
866
* the case section to which the rule applies,
857
.. i18n: * the case section to which the rule applies,
859
868
* the category for the case,
861
.. i18n: * the category for the case,
863
870
* a condition about the manager of the case (for example to send copies of case progress to a
864
871
manager if the client request is handled by a trainee),
866
.. i18n: * a condition about the manager of the case (for example to send copies of case progress to a
867
.. i18n: manager if the client request is handled by a trainee),
869
873
* a condition about the priority level (for example to provide different types of reaction depending
870
874
on the urgency of the request),
872
.. i18n: * a condition about the priority level (for example to provide different types of reaction depending
873
.. i18n: on the urgency of the request),
875
876
* a partner or a category to be applied to the rule,
877
.. i18n: * a partner or a category to be applied to the rule,
879
878
* a date for the trigger
881
.. i18n: * a date for the trigger
883
880
- reporting by the date of creation
885
.. i18n: - reporting by the date of creation
887
882
- reporting by date of the last action
889
.. i18n: - reporting by date of the last action
891
- reporting by the length of time that it's been active.
893
.. i18n: - reporting by the length of time that it's been active.
895
884
- reporting by the length of time that it's been active.
897
886
.. i18n: If you have defined several criteria Open ERP will apply the rule only if all of the criteria are
907
896
the setup window. The following actions are included:
909
898
.. i18n: * change the state of the case,
911
* move the case to a new section,
913
900
.. i18n: * move the case to a new section,
915
* assign the case to a system manager,
917
902
.. i18n: * assign the case to a system manager,
919
* change the priority of a case,
921
904
.. i18n: * change the priority of a case,
923
* send a reminder to the case manager or a partner,
925
906
.. i18n: * send a reminder to the case manager or a partner,
927
* attach information (or not) to a reminder,
929
908
.. i18n: * attach information (or not) to a reminder,
931
* send copies of the case discussion to specified email addresses,
933
910
.. i18n: * send copies of the case discussion to specified email addresses,
935
* send a predefined email.
937
912
.. i18n: * send a predefined email.
914
* change the state of the case,
916
* move the case to a new section,
918
* assign the case to a system manager,
920
* change the priority of a case,
922
* send a reminder to the case manager or a partner,
924
* attach information (or not) to a reminder,
926
* send copies of the case discussion to specified email addresses,
939
928
* send a predefined email.
941
.. i18n: .. note:: *Example 1 Improvement in the quality of support*
930
.. i18n: .. note:: *Example 1 Improvement in the quality of support*
932
.. i18n: For example, on the graph that analyses the performance of team support in Figure 4-6
933
.. i18n: you can see that the Demo User takes an average time of 3 days and 4
934
.. i18n: hours to close a customer support request. This is too long. After analyzing the data in depth,
935
.. i18n: you can see that most cases were closed in less than two days, but some may take more than ten
938
.. i18n: If you think that the quality of service should be improved you can automate certain actions. You
939
.. i18n: could send copies of the discussion to a technical expert if the case remains open for longer
940
.. i18n: than two days, defined by the following rule:
942
.. i18n: * :guilabel:`Rule Name` : Copy to an expert after 2 days,
944
.. i18n: * :guilabel:`Case state from` : Open,
946
.. i18n: * :guilabel:`Case state to` : Open,
948
.. i18n: * :guilabel:`Responsible` : Demo User,
950
.. i18n: * :guilabel:`Trigger Date` : Creation date,
952
.. i18n: * :guilabel:`Delay after trigger date` : 2 days,
954
.. i18n: * :guilabel:`Add watchers (cc)` : expert@mycompany.com ,
956
.. i18n: * :guilabel:`Remind responsible` : Yes.
958
.. i18n: After the rule has been defined, the expert will receive a copy of the whole discussion between
959
.. i18n: the Demo User and the customer for every case that remains unclosed after two days. He'll be able
960
.. i18n: to interact with the discussion to avoid lengthy delays on complex problems.
962
.. i18n: Some companies use several support levels. The first level is handled by the least qualified
963
.. i18n: support people and the higher levels by users who have the advantage of more experience. A user
964
.. i18n: on level 1 can escalate the case to a higher level when necessary.
966
.. i18n: To systematically train employees at level 1 you can create the following rule: when the case has
967
.. i18n: been escalated they will continue to be copied on the progress of the case. If a user at support
968
.. i18n: level 1 can't handle a request he can escalate it to level 2. Then when an expert at level 2
969
.. i18n: answers the customer's request, the level 1 support person also receives the answer to the
970
.. i18n: problem that he couldn't originally handle. So your team can be educated automatically from
971
.. i18n: listening in to the passage of live support calls.
973
.. i18n: Suppose that you supply two types of support contract to your customers: Gold and Normal. You can
974
.. i18n: then create a rule which raises the priority of a case automatically if the partner is in the
975
.. i18n: Gold Support Contract category.
977
.. i18n: Define the case this way:
979
.. i18n: * :guilabel:`Rule Name` : Priority to Gold Partners,
981
.. i18n: * :guilabel:`Case state from` : /,
983
.. i18n: * :guilabel:`Case state to` : Open,
985
.. i18n: * :guilabel:`Partner Category` : Support Contract / Gold,
987
.. i18n: * :guilabel:`Set priority to` : High.
989
.. i18n: Improved client relations can flow from using such rules intelligently. With the statistical
990
.. i18n: control system you can manage certain SLAs (Service Level Agreements) with your customers without
991
.. i18n: a great deal of effort on your part. So you can be selective in replying to those of your
992
.. i18n: partners based on the specific quality of service that you are contracted to supply.
994
.. i18n: .. note:: *Example 2 Tracking supplier quality*
996
.. i18n: Remember that an Open ERP partner can be a supplier as much as a customer. You can use the same
997
.. i18n: mechanism for the management of supplier quality as you do for customer support.
999
.. i18n: If any of your staff detect a quality problem with a product from a supplier they should create a
1000
.. i18n: new case in the Quality section. If the email gateway is installed all you need to do is copy an
1001
.. i18n: email to a specified address (for example complaints@mycompany.com) while sending your email of
1002
.. i18n: complaint to the supplier. The case is automatically created in Open ERP and the supplier's
1003
.. i18n: email response will close the case and be placed automatically in the case history.
1005
.. i18n: In this case the user can add corrective or preventative actions to conform to ISO 9001, without
1006
.. i18n: having to enter every action into Open ERP – most of the information comes just from the
1009
.. i18n: The system's statistics provide analyses about the number and the cost of quality problems from
1010
.. i18n: different suppliers.
1012
.. i18n: If certain suppliers don't offer the service quality that you expect you can automatically create
1013
.. i18n: rules that:
1015
.. i18n: * send a reminder to the supplier after a few days if the case still remains open
1017
.. i18n: * remind the production manager to call the supplier and resolve the situation if the case hasn't
1018
.. i18n: been closed within a week
1020
.. i18n: * select and qualify your suppliers on the basis of their quality of service
1022
.. note:: *Example 1 Improvement in the quality of support*
943
1024
For example, on the graph that analyses the performance of team support in Figure 4-6
944
1025
you can see that the Demo User takes an average time of 3 days and 4
946
1027
you can see that most cases were closed in less than two days, but some may take more than ten
949
.. i18n: For example, on the graph that analyses the performance of team support in Figure 4-6
950
.. i18n: you can see that the Demo User takes an average time of 3 days and 4
951
.. i18n: hours to close a customer support request. This is too long. After analyzing the data in depth,
952
.. i18n: you can see that most cases were closed in less than two days, but some may take more than ten
955
1030
If you think that the quality of service should be improved you can automate certain actions. You
956
1031
could send copies of the discussion to a technical expert if the case remains open for longer
957
1032
than two days, defined by the following rule:
959
.. i18n: If you think that the quality of service should be improved you can automate certain actions. You
960
.. i18n: could send copies of the discussion to a technical expert if the case remains open for longer
961
.. i18n: than two days, defined by the following rule:
963
1034
* :guilabel:`Rule Name` : Copy to an expert after 2 days,
965
.. i18n: * :guilabel:`Rule Name` : Copy to an expert after 2 days,
967
1036
* :guilabel:`Case state from` : Open,
969
.. i18n: * :guilabel:`Case state from` : Open,
971
1038
* :guilabel:`Case state to` : Open,
973
.. i18n: * :guilabel:`Case state to` : Open,
975
* :guilabel:`Partner Category` : Support Contract / Gold,
977
.. i18n: * :guilabel:`Responsible` : Demo User,
1040
* :guilabel:`Responsible` : Demo User,
979
1042
* :guilabel:`Trigger Date` : Creation date,
981
.. i18n: * :guilabel:`Trigger Date` : Creation date,
983
1044
* :guilabel:`Delay after trigger date` : 2 days,
985
.. i18n: * :guilabel:`Delay after trigger date` : 2 days,
987
1046
* :guilabel:`Add watchers (cc)` : expert@mycompany.com ,
989
.. i18n: * :guilabel:`Add watchers (cc)` : expert@mycompany.com ,
991
1048
* :guilabel:`Remind responsible` : Yes.
993
.. i18n: * :guilabel:`Remind responsible` : Yes.
995
1050
After the rule has been defined, the expert will receive a copy of the whole discussion between
996
1051
the Demo User and the customer for every case that remains unclosed after two days. He'll be able
997
1052
to interact with the discussion to avoid lengthy delays on complex problems.
999
.. i18n: After the rule has been defined, the expert will receive a copy of the whole discussion between
1000
.. i18n: the Demo User and the customer for every case that remains unclosed after two days. He'll be able
1001
.. i18n: to interact with the discussion to avoid lengthy delays on complex problems.
1003
1054
Some companies use several support levels. The first level is handled by the least qualified
1004
1055
support people and the higher levels by users who have the advantage of more experience. A user
1005
1056
on level 1 can escalate the case to a higher level when necessary.
1007
.. i18n: Some companies use several support levels. The first level is handled by the least qualified
1008
.. i18n: support people and the higher levels by users who have the advantage of more experience. A user
1009
.. i18n: on level 1 can escalate the case to a higher level when necessary.
1011
1058
To systematically train employees at level 1 you can create the following rule: when the case has
1012
1059
been escalated they will continue to be copied on the progress of the case. If a user at support
1013
1060
level 1 can't handle a request he can escalate it to level 2. Then when an expert at level 2
1015
1062
problem that he couldn't originally handle. So your team can be educated automatically from
1016
1063
listening in to the passage of live support calls.
1018
.. i18n: To systematically train employees at level 1 you can create the following rule: when the case has
1019
.. i18n: been escalated they will continue to be copied on the progress of the case. If a user at support
1020
.. i18n: level 1 can't handle a request he can escalate it to level 2. Then when an expert at level 2
1021
.. i18n: answers the customer's request, the level 1 support person also receives the answer to the
1022
.. i18n: problem that he couldn't originally handle. So your team can be educated automatically from
1023
.. i18n: listening in to the passage of live support calls.
1025
1065
Suppose that you supply two types of support contract to your customers: Gold and Normal. You can
1026
1066
then create a rule which raises the priority of a case automatically if the partner is in the
1027
1067
Gold Support Contract category.
1029
.. i18n: Suppose that you supply two types of support contract to your customers: Gold and Normal. You can
1030
.. i18n: then create a rule which raises the priority of a case automatically if the partner is in the
1031
.. i18n: Gold Support Contract category.
1033
1069
Define the case this way:
1035
.. i18n: Define the case this way:
1037
1071
* :guilabel:`Rule Name` : Priority to Gold Partners,
1039
.. i18n: * :guilabel:`Rule Name` : Priority to Gold Partners,
1041
1073
* :guilabel:`Case state from` : /,
1043
.. i18n: * :guilabel:`Case state from` : /,
1045
1075
* :guilabel:`Case state to` : Open,
1047
.. i18n: * :guilabel:`Case state to` : Open,
1049
1077
* :guilabel:`Partner Category` : Support Contract / Gold,
1051
.. i18n: * :guilabel:`Partner Category` : Support Contract / Gold,
1053
1079
* :guilabel:`Set priority to` : High.
1055
.. i18n: * :guilabel:`Set priority to` : High.
1057
1081
Improved client relations can flow from using such rules intelligently. With the statistical
1058
1082
control system you can manage certain SLAs (Service Level Agreements) with your customers without
1059
1083
a great deal of effort on your part. So you can be selective in replying to those of your
1060
1084
partners based on the specific quality of service that you are contracted to supply.
1062
.. i18n: Improved client relations can flow from using such rules intelligently. With the statistical
1063
.. i18n: control system you can manage certain SLAs (Service Level Agreements) with your customers without
1064
.. i18n: a great deal of effort on your part. So you can be selective in replying to those of your
1065
.. i18n: partners based on the specific quality of service that you are contracted to supply.
1067
1086
.. note:: *Example 2 Tracking supplier quality*
1069
.. i18n: .. note:: *Example 2 Tracking supplier quality*
1071
1088
Remember that an Open ERP partner can be a supplier as much as a customer. You can use the same
1072
1089
mechanism for the management of supplier quality as you do for customer support.
1074
.. i18n: Remember that an Open ERP partner can be a supplier as much as a customer. You can use the same
1075
.. i18n: mechanism for the management of supplier quality as you do for customer support.
1077
1091
If any of your staff detect a quality problem with a product from a supplier they should create a
1078
1092
new case in the Quality section. If the email gateway is installed all you need to do is copy an
1079
1093
email to a specified address (for example complaints@mycompany.com) while sending your email of
1080
1094
complaint to the supplier. The case is automatically created in Open ERP and the supplier's
1081
1095
email response will close the case and be placed automatically in the case history.
1083
.. i18n: If any of your staff detect a quality problem with a product from a supplier they should create a
1084
.. i18n: new case in the Quality section. If the email gateway is installed all you need to do is copy an
1085
.. i18n: email to a specified address (for example complaints@mycompany.com) while sending your email of
1086
.. i18n: complaint to the supplier. The case is automatically created in Open ERP and the supplier's
1087
.. i18n: email response will close the case and be placed automatically in the case history.
1089
1097
In this case the user can add corrective or preventative actions to conform to ISO 9001, without
1090
1098
having to enter every action into Open ERP – most of the information comes just from the
1093
.. i18n: In this case the user can add corrective or preventative actions to conform to ISO 9001, without
1094
.. i18n: having to enter every action into Open ERP – most of the information comes just from the
1097
1101
The system's statistics provide analyses about the number and the cost of quality problems from
1098
1102
different suppliers.
1100
.. i18n: The system's statistics provide analyses about the number and the cost of quality problems from
1101
.. i18n: different suppliers.
1103
1104
If certain suppliers don't offer the service quality that you expect you can automatically create
1106
.. i18n: If certain suppliers don't offer the service quality that you expect you can automatically create
1107
.. i18n: rules that:
1109
1107
* send a reminder to the supplier after a few days if the case still remains open
1111
.. i18n: * send a reminder to the supplier after a few days if the case still remains open
1113
1109
* remind the production manager to call the supplier and resolve the situation if the case hasn't
1114
1110
been closed within a week
1116
.. i18n: * remind the production manager to call the supplier and resolve the situation if the case hasn't
1117
.. i18n: been closed within a week
1119
* select and qualify your suppliers on the basis of their quality of service
1121
.. i18n: * select and qualify your suppliers on the basis of their quality of service
1123
1112
* select and qualify your suppliers on the basis of their quality of service
1125
1114
.. i18n: .. index:: portal
1127
1116
.. index:: portal
1129
1118
.. i18n: .. index::
1130
.. i18n: single: module; portal_service
1119
.. i18n: single: module; portal_service
1133
1122
single: module; portal_service
1135
1124
.. i18n: .. tip:: The CRM portal
1137
Open ERP's :mod:`portal_service` module enables you to open parts of your CRM functionality to
1138
suppliers and customers. They can then connect to your system using their own login and follow
1139
their orders or requests online. For example the customer could make a support request directly in
1140
your system, perhaps avoiding a lengthy process of data entry.
1142
.. i18n: Open ERP's :mod:`portal_service` module enables you to open parts of your CRM functionality to
1143
.. i18n: suppliers and customers. They can then connect to your system using their own login and follow
1144
.. i18n: their orders or requests online. For example the customer could make a support request directly in
1145
.. i18n: your system, perhaps avoiding a lengthy process of data entry.
1126
.. i18n: Open ERP's :mod:`portal_service` module enables you to open parts of your CRM functionality to
1127
.. i18n: suppliers and customers. They can then connect to your system using their own login and follow
1128
.. i18n: their orders or requests online. For example the customer could make a support request directly in
1129
.. i18n: your system, perhaps avoiding a lengthy process of data entry.
1131
.. tip:: The CRM portal
1147
1133
Open ERP's :mod:`portal_service` module enables you to open parts of your CRM functionality to
1148
1134
suppliers and customers. They can then connect to your system using their own login and follow
1226
1214
.. i18n: * :guilabel:`User Id` : \ ``3``\ ,
1228
* :guilabel:`Password` : \ ``support``\ .
1230
1216
.. i18n: * :guilabel:`Password` : \ ``support``\ .
1218
* :guilabel:`User Id` : \ ``3``\ ,
1232
1220
* :guilabel:`Password` : \ ``support``\ .
1234
1222
.. i18n: .. tip:: Identifying a resource
1224
.. i18n: Each resource on the Open ERP system has a unique identifier number. This corresponds to an
1225
.. i18n: identifier in the underlying PostgreSQL database table, in the ID column for that resource.
1227
.. i18n: With the web client you can usually find this number by going to the form view of a resource and
1228
.. i18n: clicking the :guilabel:`View Log` button to the top right of the form. The ID is shown at the top
1229
.. i18n: of the :guilabel:`Information` dialog box. (This didn't work in some of the earlier versions prior to 4.2.3.3.)
1231
.. i18n: You can also use the GTK client for this. Viewing any resource, such as a User, you can directly
1232
.. i18n: see its ID at the bottom left of the form.
1234
.. tip:: Identifying a resource
1236
1236
Each resource on the Open ERP system has a unique identifier number. This corresponds to an
1237
1237
identifier in the underlying PostgreSQL database table, in the ID column for that resource.
1239
.. i18n: Each resource on the Open ERP system has a unique identifier number. This corresponds to an
1240
.. i18n: identifier in the underlying PostgreSQL database table, in the ID column for that resource.
1242
1239
With the web client you can usually find this number by going to the form view of a resource and
1243
1240
clicking the :guilabel:`View Log` button to the top right of the form. The ID is shown at the top
1244
1241
of the :guilabel:`Information` dialog box. (This didn't work in some of the earlier versions prior to 4.2.3.3.)
1246
.. i18n: With the web client you can usually find this number by going to the form view of a resource and
1247
.. i18n: clicking the :guilabel:`View Log` button to the top right of the form. The ID is shown at the top
1248
.. i18n: of the :guilabel:`Information` dialog box. (This didn't work in some of the earlier versions prior to 4.2.3.3.)
1250
You can also use the GTK client for this. Viewing any resource, such as a User, you can directly
1251
see its ID at the bottom left of the form.
1253
.. i18n: You can also use the GTK client for this. Viewing any resource, such as a User, you can directly
1254
.. i18n: see its ID at the bottom left of the form.
1256
1243
You can also use the GTK client for this. Viewing any resource, such as a User, you can directly
1257
1244
see its ID at the bottom left of the form.
added
removed
i18n/vi/source/book/2/2_5_CRM/2_5_CRM_case.rst
