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 chapter:

• Work with Customer Action Reasons Screen

• Create 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.

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	Select Change for a reason code 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.
Delete a reason code	Select Delete for the reason code to delete it.
Display a reason code	Select Display for a reason code to advance to the Display Customer Action Reason Code screen. You cannot change any information on this screen. See Create Customer Action Reason Screen for field descriptions.
Create a reason code	Select Create 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: Select Create at the Work with Customer Action Reasons Screen.

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.