Location via proxy:   [ UP ]  
[Report a bug]   [Manage cookies]                
Scribd Logo
Upload

Welcome to Scribd!

  • 776 views

    CRM Training Manual

    Uploaded by

    Linh Kurt
    The document provides instructions for using a case management system, including how to log in, check and accept cases, update case notes, assign and close cases, and generate reports. Key steps include logging in at a given URL and credentials, selecting "My Active Cases" to view assigned cases, updating case details and scheduling field visits, assigning cases back to the original team by selecting "Assign" and entering notes, and resolving and closing cases by selecting those options and adding resolution text. Reports can be generated and exported to Excel by using the advanced search and export features. There is no explicit log out, just closing the browser logs out automatically.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd

    CRM Training Manual

    Uploaded by

    Linh Kurt
    776 views19 pages
    The document provides instructions for using a case management system, including how to log in, check and accept cases, update case notes, assign and close cases, and generate reports. Key steps include logging in at a given URL and credentials, selecting "My Active Cases" to view assigned cases, updating case details and scheduling field visits, assigning cases back to the original team by selecting "Assign" and entering notes, and resolving and closing cases by selecting those options and adding resolution text. Reports can be generated and exported to Excel by using the advanced search and export features. There is no explicit log out, just closing the browser logs out automatically.

    Original Description:

    CRM Training Manual

    Copyright

    © © All Rights Reserved

    Available Formats

    DOC, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The document provides instructions for using a case management system, including how to log in, check and accept cases, update case notes, assign and close cases, and generate reports. Key steps include logging in at a given URL and credentials, selecting "My Active Cases" to view assigned cases, updating case details and scheduling field visits, assigning cases back to the original team by selecting "Assign" and entering notes, and resolving and closing cases by selecting those options and adding resolution text. Reports can be generated and exported to Excel by using the advanced search and export features. There is no explicit log out, just closing the browser logs out automatically.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    776 views19 pages

    CRM Training Manual

    Uploaded by

    Linh Kurt
    The document provides instructions for using a case management system, including how to log in, check and accept cases, update case notes, assign and close cases, and generate reports. Key steps include logging in at a given URL and credentials, selecting "My Active Cases" to view assigned cases, updating case details and scheduling field visits, assigning cases back to the original team by selecting "Assign" and entering notes, and resolving and closing cases by selecting those options and adding resolution text. Reports can be generated and exported to Excel by using the advanced search and export features. There is no explicit log out, just closing the browser logs out automatically.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    of 19

    1 Logging on

    Please point your browser to


    http://202.153.34.242:9091/MRLPOSNET/loader.aspx
    Punch in the user name and password

    2 Case management
    2.1 Checking out cases assigned
    Click on Service option after logging on

    Under view section select My Active Cases

    2.2 Accepting cases


    Double click on the case title. ( IF YOU DOUBLE CLICK ON THE MERCHANT NAME
    YOU WILL TAKEN TO THE MERCHANT PROFILE ). Case details screen will pop up.
    By default the case status reason will be In progress. If the case details are
    sufficient then
    1. Update the case status reason to Field visit scheduled
    2. Enter the date on which you will visit the customer. Field Visit ETA is the filed to
    be filled in
    3. Once done. You can save and close the case.

    2.3 Updating and checking case notes


    Any time , any action is performed on the case, please log notes under the notes
    section. For example, i have called the merchant, he has asked me to come later; or

    merchant doesnt have land line; or merchant shop is closed and hence rescheduling the installation etc.,
    After logging the notes, you can press save and close the case.
    If you want to check notes on the case, just click on the notes tab. You will be seeing
    the notes logged on this case.

    2.4 Assigning cases


    Installation, Dial conversion and Deinstalaltion cases will have to be assigned back
    to Roshan. Following details will be have to entered under notes section.
    Installation case: Del number of FWT, Terminal serial number and Date of
    installation
    Deinstallation case: Del number of FWT, terminal serial number recovered, Date of
    deinstallation and terminal condition ( damages etc., )
    Dial conversion: Date of conversion

    Select Action option and choose Assign sub option under Actions menu.

    Press OK once you have selected the user whom you want to assign the cases to.

    2.5 Closing cases


    All field services cases can be directly closed by FS team. In case there was a swap
    of FWT or Terminal then the case should be assigned back to Roshan. Add notes
    with the details of the new and old FWT/Terminal swapped. Proper notes should be
    entered in the notes section covering how the case was closed.
    Under Actions menu, select resolve sub menu

    Enter text under resolution and press ok.

    Main case screen will refresh. Click close to close the screen

    2.6 Report generation


    You can generate report and export them to excel.
    Select Advanced Find menu option under Case main screen

    Be default the search criteria will be all active cases for the logged on user. If you
    want to add additional criteria you can select show details. Once ready click on
    find button.

    For example, if you want to find cases that has ETA as todays date, you can select
    the corresponding field from the drop down box and add a value as search criteria

    You can add logical AND or OR to search criteria.


    Select the small down arrow before the field and select the row. You can do this to
    select multiple rows
    Then, click on Group AND or Group OR menu button to group them.

    If you want to add any new column to the result set, you can do so by selecting Edit
    column menu

    Select Add column

    Select the fields you want to add and then select ok

    If you want to export the result set, please press the excel icon on the results screen

    Select the export option to choose records from all pages and press export

    2.7 Logging off from CRM


    There is no log-off button. Just close the browser to log-off automatically

    You might also like