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Managing Product Complaints

A product complaint is a healthcare professional's summary of information about a pharmaceutical product's undesirable or defective characteristics. All product complaints include a status, a product complaint number, an abstract, a date reported, and a date closed.

A professional submits a product complaint using the My Product Complaints list on the Product Complaints tab. The professional can check a product complaint's status by clicking the link on the complaint.

Product complaints are stored as change requests in the database. Product complaints can be viewed in the Siebel Life Sciences employee application by navigating to the Quality screen.

You can associate solutions with product complaints by navigating to Solution Administration > Solutions and clicking the Change Requests tab below the Solutions list.

Product complaints can be assigned manually to service agents, or an administrator can create assignment rules to automatically assign service requests to agents by criteria such as product expertise.

For more information on creating service request assignment rules, see Siebel Assignment Manager Administration Guide.

For more information on product complaints, see the section on change requests in Siebel Life Sciences Guide.

To submit a product complaint

  1. Click the Product Complaints tab.

    The Product Complaints page appears.

  2. Click New.

    The My Product Complaints form appears.

  3. Provide an abstract about your complaint (and a description if you want).
  4. Click the icon next to Product.

    The Associated Products dialog box appears.

  5. Click New.

    The Add Internal Products dialog box appears.

  6. Select a product, and then click OK.
  7. Click OK in the Associated Products dialog box.
  8. Click Save in the My Product Complaints dialog box.

    The new complaint appears in the My Product Complaints list.

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