Complaints Management

Manual

☰ Contents

General

• Complaints Management

Setup

• App Setup
• Contact Groups
• Contact Group Persons

Tasks

• Working with the App
• Process a Complaint
• Manage Notifications
• Record Affected Service Items

Classification

• Review Complaints
• Origins
• Satisfaction
• Statuses
• Priorities
• Departments
• Areas
• Reasons

Appendix

• Release Notes

Docs  /  Solution  /  Complaints Management  /  General
 General

Complaints Management helps organizations record, classify, assign, and follow up customer complaints in Microsoft Dynamics 365 Business Central.

Customer service and quality teams can use the app to document the complaint, coordinate internal notifications, track corrective actions, and retain a clear history of the resolution.

Docs  /  Solution  /  Complaints Management  /  Setup
 App Setup

Use Complaint Management Setup to define the numbering and notification defaults used when complaints are created and released.

Before you start

Create the required contact group and its persons before selecting it here. Make sure the number series is available and that notification recipients have suitable user and email setup.

Actions

• The setup page has no additional custom actions. Maintain the lookup data from Contact Groups and the complaint classification pages before users begin processing complaints.

Docs  /  Solution  /  Complaints Management  /  Setup
 Complaint List

Use the Complaint List to find and review recorded customer complaints. The list provides an overview of classification, assignment, reporting, release, and closure information.

Available navigation

• Notifications: Opens notifications for the selected complaint.
• Customer Card: Opens the related customer.
• Change Logs: Opens the recorded changes for the complaint.
• Select a complaint to open its Complaint Card for editing and processing.

Related topics

Start new complaints from a customer card or list, and use the working process to follow the recommended sequence.

Docs  /  Solution  /  Complaints Management  /  Setup
 Contact Group Persons

Maintain the people who belong to a complaint contact group and receive its notifications.

Fields

Each person in the group can receive a notification when a complaint is required to report.

Docs  /  Solution  /  Complaints Management  /  Tasks
 Working with the App

Use Complaints Management to capture a customer complaint, assign responsibility, coordinate required notifications, and document the resolution.

Before you start

• Complete App Setup, including the complaint number series.
• Maintain the classification values for origin, status, priority, department, area, and reason.
• For reportable complaints, configure a contact group with its persons and ensure users have valid email setup.

Main process

1. From a customer card or list, choose New Complaint, or open the complaint list and create a complaint.
2. On the Complaint Card, enter the title, customer and contact, classification, owner, complaint details, and corrective actions.
3. Answer the required-to-report questions. A Yes answer marks the complaint as required to report; unanswered questions keep the result open.
4. Use Release and Send to release the complaint and send the owner and, where applicable, required-report notifications.
5. Review recipients and confirmations on Notifications. Use Send Notifications to send any remaining unsent messages.
6. Use the Complaint List, change logs, and attachments to review progress and supporting information.

Related topics

• Complaint Card
• Affected Service Items
• App Setup

Docs  /  Solution  /  Complaints Management  /  Tasks
 Complaint Card

Use the Complaint Card to document and manage one customer complaint from intake through release and follow-up.

Complaint details

Enter the title, customer, contact, origin, satisfaction, status, priority, department, area, and reason. Record the complaint, agreement, cause analysis, prevention, and corrective actions in the corresponding sections.

Assignment and reporting

Review the accepted and forwarded dates, owner, valuation, and closed information. Answer the three required-to-report questions. A Yes answer makes the complaint reportable; unanswered questions leave the result undecided.

Actions

• Notifications: Opens the recipients and confirmation status for this complaint.
• Send Notifications: Sends notification mails that have not yet been sent.
• Change Logs: Opens the change history for this complaint.
• Release and Send: Releases the complaint and sends the owner and, if applicable, required-report notifications.

Related topics

Maintain Affected Service Items where relevant and review Notifications after sending.

Docs  /  Solution  /  Complaints Management  /  Tasks
 Complaint Notifications

This page lists the people who receive notifications for a complaint and shows whether each notification was sent and confirmed.

Notification records

Review the recipient, recipient name, sent status, confirmation, and confirmation date. A recipient can confirm only when the notification belongs to the salesperson mapped to that user.

Actions

• Insert Contact Group: Selects a contact group and creates one notification recipient for each person in the group.

Use Send Notifications to send unsent messages. Recipients and users need valid email setup.

Docs  /  Solution  /  Complaints Management  /  Tasks
 Affected Service Items

Use this list part to record service items affected by the complaint, including their serial number and item information.

Service item information

Enter the affected service item and review its description, serial number, and item number. When a replacement is needed, provide the replacement item and serial number.

Create Service Item

Use this action when the replacement should become a new service item. The app validates the item, service-item group, serial number, and Service Management setup, creates the service item for the customer, and links it to the complaint.

The action requires the relevant item and Service Management setup to be complete.

Docs  /  Solution  /  Complaints Management  /  Classification
 Complaint Contact Groups

Maintain groups of people who should receive notifications for reportable complaints.

Fields

Persons

Choose Persons to maintain the recipients in Contact Group Persons. Configure the group before using it in App Setup.

Docs  /  Solution  /  Complaints Management  /  Classification
 Complaint Origins

Maintain the origins that users can select when classifying a complaint, such as email, telephone, or a portal.

Docs  /  Solution  /  Complaints Management  /  Classification
 Complaint Satisfaction

Maintain the satisfaction values used to record the customer's reported or assessed satisfaction with the resolution.

Docs  /  Solution  /  Complaints Management  /  Classification
 Complaint Reasons

Maintain the reasons users can select to explain why a complaint was raised.

Docs  /  Solution  /  Complaints Management  /  Classification
 Complaint Priorities

Maintain the priority values used to indicate the urgency or business importance of a complaint.

Docs  /  Solution  /  Complaints Management  /  Classification
 Complaint Departments

Maintain the departments that can be assigned responsibility for a complaint.

Docs  /  Solution  /  Complaints Management  /  Classification
 Complaint Areas

Maintain the business areas used to categorize the subject of a complaint.

Docs  /  Solution  /  Complaints Management  /  Classification
 Complaint Statuses

Maintain the statuses that show where a complaint is in its processing lifecycle.

Docs  /  Solution  /  Complaints Management  /  Appendix
 Release Notes

Build-Overview in DevOps

NVXCP 1.0.0.0

• Initial Version

• Introduces complaint recording, classification, assignment, notification, and follow-up processes.