CG Box Manual Part Five - Equipment & Distrbutor Customer

1. Equipment

After the sales order is shipped, we can add the sold part as the customer’s equipment so that the customer can easily look up it in CG Box.

Click “2Add Customer Equipment in CG”, input SO #, Item Number and quantity. The quantity must be less than the shipped quantity:

In update GUI, the Customer ID is automatically matched to the SO:

After the equipment is added, CG User A025 is able to look up this part in “my Equipment”:

2. Distributer CG User

Finally let take a look at the CG Box when set CG User as distributer. Basically it is the same as before when we set CG User as distributer, except the GUI. In Distributer CG User GUI:

As you see, instead of tree menu, Distributer CG User GUI is operated by 5 dropdown menus which are: Part, RFQ, Quote, SO and CSR. Compare with Customer CG User GUI, we remove the “My Equipment” function.

We list the dropdown menus of each function as follow.

Part: Search Parts.

RFQ: Need Quoted RFQ & Quoted RFQ.

Quote: Quotes Not Pasted Due.

SO: search SO.

 

CSR: Male CSR & Search CSR. 

CG Box Manual Part Four - Customer Service Request & Incident

CSR (Customer Service Request) is sent by CG User through online CG Box to 2BizBox to require service. CSI (Customer Service Incident) is created by 2BizBox User to response to CG User’s CSR.

1. Customer Service Request

1.1 Set CSR Email Address

First we need an email address to receive the request. In 2BizBox Control Panel – Company Settings, we set the email as: gloria.zhang@servasoft.com

Also we need to set the mail server.

Now CG User can send customer service requests.

1.2 Add a Customer Service Request

Suppose we’ve made a sales order S1200007 and the parts have arrived to customer. There are some problems with one part, so customer A025 decides to make a customer service request.

Click “Make Customer Service Request”, fill in all the required contents and submit.

A confirmation message shows the request is sent.

1.3 Look up Customer Service Request

i Look up CSR in CG Box

When a CSR is sent, it is saved in “My Customer Service Request”. Click to check:

ii Look up CSR by Email.

After the CSR is sent through CG Box, the pre-set email will receive an email remind:

Pay attention to the address column:

This email is sent by address we set in mail server and sent to address we set as CSR email. Also the email is cc to the CSR requester. 

iii Look up CSR in 2BizBox.

Now we can look up the CSR in 2BizBox. Under catalog “Sales Box – Sales Order – CG”:

Click “2Search Pending Customer Service Request” to find the new CSR.

The CSR detail is as follow. You can click “update” button to revise its status and other information.

At the same time, we can create a CSI (Customer Service Incident) to response this CSR in “Customer Service Box – Customer Service Incident”.

2. Customer Service Incident.

2.1 Add Customer Service Incident

Click “2Add Incident” under “Customer Service Box – Customer Service Incident”:

Fill in the detail information according to the CSR:

 CSI Detail:

After the CSI is created, CG User can click “Customer Service Incident” to look up the CSI and check the CSR process.

2.2 Related CSI to CSR

The CSI can be related to CSR as follow: