1. Customer Service
1.1. Within first year
1.1.1. Customer emails support - case created
1.1.1.1. Non-functional
1.1.1.1.1. Create task in Salesforce for SOCS
1.1.1.2. Broken/damaged due to usage
1.1.1.2.1. Create RMA task in Salesforce
1.2. After first year
1.2.1. Customer emails support - case created
1.2.1.1. Contact manufacturer
1.2.1.1.1. Manufacturer handles repair or replacement with customer
2. Overship/ Wrong Product
2.1. Create Sales Force case with-Initial review-Why? Qty? Value?
2.1.1. Should we have it shipped back?
2.1.1.1. Yes
2.1.1.1.1. Create Call tag- include case RMA# on call tag (remove zero's from case number)
2.1.1.1.2. Email Accounts Payable-Call tag and job #
2.1.1.2. No
2.1.1.2.1. Follow up with customer/installer to keep product
2.1.1.2.2. Create customer service invoice, zero dollar (lab pricing), attach job#
3. Design change
3.1. Customer driven or CLS
3.1.1. Create Sales Force case
3.1.1.1. Cosmetic- only visual not scores
3.1.1.1.1. Account admin approves
3.1.1.1.2. Account admin denies refund
3.1.1.2. Academic
3.1.1.2.1. Assign SF task to academics for review