Managing Customer Requests

Managing customer request

Select the “Manage Customer Request” activity under the “Customer Request” business component.

The “Manage Customer Request” page appears.

Enter the following field:

Request #

The number identifying the customer's request for a quotation. Mandatory.

Ensure that the number entered in this field is a valid Request number. Use this field to retrieve the already created request document’s details

Help facility available

Click the
Select the “Create” pushbutton to clear the details entered in order to enable creation of a new document.

The system displays the following fields:

Request #

The system generated number identifying the customer request for quotation.

Note: Ensure that a default numbering type is defined in the “Document Numbering Class” business component for “Customer Request" in case a request number for Sale is not already generated.

Enter the following:

Request Type

Use the drop-down list box to select the type of request. The system lists the following options:

· Quotation – Select this option if the request is for a quotation.

By default the system displays “Quotation” in this field.

Request Date

The date on which the customer request was made. Mandatory.

Ensure that the date entered in this field is not a future date.

By default the current system date is displayed in this field.

Request For

Use the drop-down list box to specify the need for which the customer request was made. The system lists the following options:

· Sales – Select this option if the customer request is for sale of part.

· Repair – Select this option if the customer request is for repair of a part.

· Exchange – Select this option if the customer request is for exchange of part.

By default the system displays “Sales” in this field.

Document Status

The status of the request document which could be Draft, Fresh, Confirmed or Cancelled.

On click of “Save” in the Part Info or Core Info tabs (based on the Request for), the document is generated in “Fresh” status, if no errors are there in the details entered. Then the document shall be “Confirmed” or “Cancelled” to take the respective status.

Document status remains as Draft, when there is some error in the details of the document.

Customer Details

Select the “Customer Details” button bar to record the customer details:

Customer #

The code identifying the customer who has raised the request. Mandatory.

Help facility available

Customer Name

The name of the customer who raised the request. Mandatory.

The system displays the following field:

Customer Type

The type of the customer who raised the request, which could be Existing or New. ‘New’ refers to the customers who are not registered in the system. ‘Existing’ refers to the customers who are registered in the system.

Contact Info

Select the “Contact Info” button bar to record contact information.
Enter the following field:

Contact Address ID

Use the drop-down list box to select the address ID for which the contact person information must be displayed. The system lists all the address IDs associated with the customer in the “Create Customer” page. Mandatory.

Ensure that at least one address is defined if the Customer Type is ‘New’, by visiting the Manage Address link provided near this section.

On selection of the Contact Address ID the system displays the following fields automatically either from the Customer master or from the details mentioned in the ‘Manage Address’ screen, as per the Customer Type.

Contact Person	The point of contact for the customer pertaining to the Address ID selected
Phone	The phone number pertaining to the Address ID selected.
E-mail	The e-mail ID pertaining to the Address ID selected.
Fax	The fax number pertaining to the Address ID.
Contact Address	The address of the pertaining to the Address ID.

Shipment Info

Select the “Shipment Info” button bar to record shipment information.
Enter the following field:

Address ID

Use the drop-down list box to select the address ID to which the Parts are to be shipped when this Request document is processed into an Order.

The system displays the following fields on selection of the Address ID, similar to the Contact info section:

Contact Person	The contact person pertaining to the Address ID
Phone	The phone number corresponding to the selected Address ID.
E-Mail	The email address corresponding to the selected Address ID.
Fax	The fax number corresponding to the selected Address ID.
Address	The address corresponding to the selected Address ID.

Additional Info

Select the “Additional Info” button bar to any additional information pertaining to the customer request.

Category	Use the drop-down list box to specify the category to which the customer request belongs. The system lists all the active Category codes as defined for the category type 'Customer Request Category in the “Manage Category Codes” activity of the “Category” business component of the “Sales Setup” business process.
User Status	Use the drop-down list box to specify the user status of the customer request. The system lists all the active codes as defined for the category type 'Customer Request User Status' in the 'Manage Category Codes' activity of the Sales Setup business process.
Customer Ref. #	The number identifying the customer reference of the customer request
Expected Reply Date	The date on which the customer is expecting a reply against the request for quotation that is raised. Ensure that the date entered in this field is later than or equal to the current system date.
Priority	Use the drop-down list box to select the priority for the customer for receiving the quotation. The system lists all the active Priority Codes defined in the “Manage Priority Codes” activity of the “Logistics Common Master” business component.
Need Date	The date on which the part is required by the customer. Ensure that the date entered in this field is later than or equal to the current system date.
Quotation Remarks	Additional details of the quotation.
Description	A textual description of the customer request.
File Name	The name of the file used for document reference that is associated with the part.
Delivery Notes	Any comments regarding the delivery of the part.

Select the “Manage Address” link on the right hand side of the screen to define the contact address for new customer, view contact details of an existing customer.
Select the “Collaborate” link on the right hand side of the screen to use the discussion tool.
Select “Sale” from the “Request For” drop-down list box to create request for sale.
Select “Sale” from the “Request For” drop-down list box to create request for repair.
Select “Repair” from the “Request For” drop-down list box to create request for exchange.
Click the “Save” pushbutton to save the details recorded.
Select the “Check Part Availability” link to check the availability of the requested part in stock.
Click the “Confirm” pushbutton to confirm the status of the customer request document.
Click the “Cancel” pushbutton to cancel the customer request.

Note: To Confirm or Cancel a customer request ensure that the Request # is in “Fresh” status.

Select the “Edit Terms and Conditions” link at the bottom of the page to modify details of the customer request.
Select the “Upload Documents” link at the bottom of the page to upload documents or attach files for reference.
Select the “View Associated Doc. Attachments” link at the bottom of the page to view details of the documents attached for reference.

The system displays the following fields in the “Record Statistics” group box:

Created By	The login user who created the customer request.
Created Date	The date on which the customer request was created.
Last Modified By	The employee code of the login user who last modified the customer request.
Last Modified Date	The date on which the customer request last modified.
Confirmed By	The login user who confirmed the customer request.
Confirmed Date	The date on which the customer request was confirmed.

Create customer request for sales

Select “Sales” in the “Request For” drop-down list box.

The system by default displays the “Part Info” tab page.

Create customer request for repair

Select “Repair” in the “Request For” drop-down list box.
Select the “Core Info” tab to
Select the “Workscope Info” tab to

Create customer request for Exchange

Select “Exchange” in the “Request For” drop-down list box.
Select the “Part Info” tab to
Select the “Core Info” tab to
Select the “Workscope Info” tab to