Customer Support

If you are tracking particular serialized systems, use the Customer Support (CSI) page to capture a detailed history for each piece of equipment. This history may include customer contact information, installation details, reported incidents, operating time and the current status of the system.

If you have permissions to create a new customer support record, choose Home > Create > Customer Support.

If the CSI wizard is enabled, the page will either display all fields in a single form or a wizard that prompts you to enter data one step at a time. To toggle the display, choose Use CSI Wizard or Use Single Form .

After you have entered all required fields (highlighted with red boxes), choose Home > CSI > Create to save the new record.

Entity

If your implementation has more than one entity, the fields and options may be configured differently in each. When applicable, a drop-down list at the top of the page allows you to select which entity is currently active before you create a new record.

Areas and Fields

The fields in the page depend on the configurable settings for the entity. The following topics discuss some types of fields that may be used in specific areas of the page.

Customer Support Summary area - unit commissioning information that has been defined for the current CSI.
Customer/Location Information area - information about the customer who owns the unit and the location where it is installed.
Warranty Information area - initial and extended warranty information for the unit.
Installation Details area - information about the specific installation of the serialized unit.

Incident History

The Incident History table shows the incidents, if any, that have been reported for the serialized system. Click Create Incident to create a new record, or click a record ID to view the full details for that incident.

Replaced Parts

If applicable, the Replaced Parts table shows the parts that were replaced in the last 90 days (or another time frame, depending on the configurable settings).

Accessories

If enabled for the current entity, an Accessories field allows you to specify additional parts that were installed with this particular serialized system.

The drop-down list shows the accessory parts that have been defined in all the customer support records in the current entity. To define a new accessory part, click Add .

E-mail Link