Working with Customer Action Reason Codes (WCAR)

Customer action notes are messages about a customer issue or problem that you need to resolve. You use customer action reason codes to identify and group the issues or problems in customer action notes or track when and how often customers report certain issues or problems.

In this topic:

• Work with Customer Action Reasons Screen

• Create Customer Action Reason Screen

• Change Customer Action Reason Screen

• Display Customer Action Reason Screen

For more information: See About Customer Action Notes.

Work with Customer Action Reasons Screen

How to display this screen: Enter WCAR in the Fast path field at the top of any menu or select Work with Customer Action Reasons from a menu.

CSR0702 DISPLAY Work with Customer Action Reasons 9/16/96 14:39:00 Mail Order Company Opt Reason Description Code Type options, press Enter. 2=Change 4=Delete 5=Display D CUSTOMER RECEIVED DAMAGED PACKAGE O CUSTOMER WAS OVERCHARGED P CUSTOMER DID NOT RECEIVE PACKAGE F3=Exit F6=Create F12=Cancel F21=Print List F24=Select Company

Field	Description
Reason code	This code represents the reason behind the customer issue or problem. Alphanumeric, 2 positions; optional.
Description	A description of the reason code. Alphanumeric, 40 positions; display-only.

Screen Option	Procedure
Change a reason code	Enter 2 next to a reason code to advance to the Change Customer Action Reason Screen.
Delete a reason code	Enter 4 next to the reason code to delete it.
Display a reason code	Enter 5 next to a reason code to advance to the Display Customer Action Reason Screen.
Create a reason code	Press F6 to advance to the Create Customer Action Reason Screen.

Create Customer Action Reason Screen

Purpose: Use this screen to create a reason code.

How to display this screen: Press F6 at the Work with Customer Action Reasons Screen.

CSR0699 ENTER Create Customer Action Reason 9/25/96 12:26:14 Mail Order Customer Action Reason . Description . . . . . . F3=Exit F12=Cancel

Field	Description
Customer action (Customer action reason code)	This code reason represents the reason behind the customer issue or problem. Alphanumeric, 2 positions. Create screen: required. Change screen: display-only.
Description	A description of the reason code. Alphanumeric, 40 positions; required.

Change Customer Action Reason Screen

To change: Enter 2 next toa customer action reason code at the Work with Customer Action Reasons Screen to advance to the Change Customer Action Reason screen. At this screen, you can change only the customer action reason description. See Create Customer Action Reason Screen for field descriptions.

Display Customer Action Reason Screen

To display: Enter 5 next to a customer action reason code at the Work with Customer Action Reasons Screen to advance to the Display Customer Action Reason screen. You cannot change any information on this screen. See Create Customer Action Reason Screen for field descriptions.