How to create and look up RA s in Vtiger

How to create and look up RA’s in

Vtiger

Start by going to Viger.com and clicking the ‘Login’ button.

You will be emailed your user login creditials. Use those to access your account.

You will be greeted with a helpful guided tour page that can be used to show you some of the basics. Once you have followed the tour, this page will continue to pop up, a LOT. You can make it go away permanently by checking the box labeled ‘Don’t show this page again!’ and closing the window by clicking the X in the upper right corner.

A few things to note up front. For the sake of continuity, we have some standards that we use in Vtiger.

1. First is the Organization Primary Email. It is a mandatory field, but if you don’t have it, please enter [email protected] as a placeholder, keeping in mind that the REAL email is needed for CALL TAG requests.

2. For phone numbers, we use ONLY dashes and no parentheses ( ) Example: ‘410-778-1234’.

3. When creating a NEW ORGANIZATION, it is a better practice to create the contact from the ‘Contacts’ tab and THEN create the NEW CASE from the ‘Cases’ tab and ‘LINK’ that contact to the case. While you can create a new contact from within the Quick Create Case screen, it is easier to create from the Organization page tab.

To search for an existing RA or to create a new RA, select the ‘Organizations’ link on the navigation panel on the left.

Note: highlighted in orange below is the dropdown menu of lists. Vtiger will typically default to ‘My Orgs’, use that menu to select ‘Shared Lists / All Organizations’ before attempting your search.

Under each column header, you should see a search field, you can use any of those column searches to find the organizations that you’re looking for. Example: If you only know the email, you can search by the ‘Primary Organization Email’, etc. Type in your search criteria and enter.

*** If you DO NOT see the search boxes under the column headers, click on the small magnifying glass to the left to bring those up.

NOTE: You can search by any of those column headers. Scroll to the right to see the columns that are available to search by.

I will be using the ‘Test Client***********’ account for this documentation.

Feel free to use the ‘Test Client*************’ account to practice in.

Once your search results appear, choose the appropriate organization. If the one that you were looking for does not populate, you will most likely need to search using different information or create a new organization.

• When you have done a search for an organization, but it does not seem to exist, use the ‘Add Organization’ button at the top right of the organization search page.

• Fill out the Org Name and Contact and Address Details sections in that screen.

• Save and use the ‘Cases’ tab as you would if the organization were preexisting to create an a new ‘Case/RA’.

When the organization page opens, you’ll see a row of tabs at the top. i.e.: Summary, Details, Cases, Contacts, etc.

To create an RA, select the ‘Cases’ Tab.

Note: the small numbers in green above the tabs, signify the number of Cases, Contacts, etc. present..

CREATING A NEW CASE / RA

Once in the Cases screen, you can create a new Case/RA, by selecting the 'Add Case' button. If you are looking for an existing RaCS number, you can type that number into the search box below the RaCS Number column header and enter.

NOTE: When opening a Case/RA from the case screen, click on the actual RaCS Number for the best user experience.

After you select the ‘Add Case’ button, a ‘Quick Create Case’ screen is invoked. This screen contains only the basic information needed to START a case. There will be further informationt that will need to be entered, once you have completed this page.

TIP:

Select the magnifying glass to open a screen that has all the contacts listed that are associated with the current organization. Choose the contact if displayed.

If the contact is not listed, you will need to create a new contact by selecting the + symbol.

When you select the magnifying glass to attempt to find the needed contact info, it will be listed on a screen like the one shown below. These are fictitious contact names created for the ‘Test Client *******’ account.

Within the ‘Quick Create Contact’ screen, you will need to fill out the info in the requested fields. Fields marked with a RED ASTERISK to the right of the field name are ‘mandatory’ fields and must be populated. In many of those fields, a corresponding dropdown menu item has been created specifically for RA Entry.

Choose the Call Tag option that applies, along with the Number of cartons being returned, and the email that E-Tags should be sent to.

NOTE: Once a Call Tag is selected, the Email field becomes a MANDATORY field.

Also, once the ‘FedEx Grd Call Tag, UPS E-Tag, UPS Call Tag or Motor Freight’ option is selected, an email is automatically generated and sent to shipping/VANESSA?

TRANSITIONING FROM CASE / RA ‘START’ TO

ORDER COMPLETION

When you have completed the ‘Quick Create Case’ screen, select the SAVE buttom at the bottom and you will be redirected back to the Case list screen.

You will open to the following view. Some vital info is listed along the top of the screen for quick reference. Visible are the Organization Name, CASE TYPE by DEPARTMENT NAME, RaCS Case Number, CASE Status and the Contact Name.

The other info on that Case page are the tabs along the top, and the collapseable blocks below them.

Current blocks are [Case Information],

• [COMPASS ONLY INFO BLOCK]

• [SOFTWARE SUPPORT INFO],

• [RA / COMPLAINTS // CUSTOMER SERVICE],

• [RA / PRODUCT / ITEM INFO],

• [RA / RETURN / RECEIVING INFO],

• [RA / CREDIT SECTION],

• [RA / REPLACEMENT INFO], [CUSTOMER COMPLAINT INFO], and the

• [/// BLOCKS BELOW NOT USED ///] section contains fields that are not being used by SS, TS or CS at this time.

The block COMPASS ONLY INFO BLOCK, will be used by compass when they receive meters. They will check meter received and populate the date they received the meter. There is also a checkbox to note whether it was shipped with a case or not.

CASE INFORMATION

• Organization Name: Organization linked to Case/ RA’s.\

• CASE TYPE by DEPARTMENT NAME: This is used to differentiate between cases that are Software Support cases, Customer Service RA Entries and Tech Service cases and RA entries.

• RaCS_Case Number: Number associated with the Case / RA. Keep for reference.

• Case Status: This field denotes the current status of the case and in some cases, it’s location within the building. (i.e. if it has been received, it may be set to RECEIVED or HandedOFF to KayDeYoung. The goal is to make product easier to track within the building)

• Original RA or INVOICE Number: Used for reference to RA from old RA Complaint system or the old invoice number.

• Contact Name: Where the organization contact person would be entered.

• Category; This field is used as a top-level reporting and analytical tool. If any categories need to be added for better clarification or breakdown, please notify Kay Rider.

• CASE_Sub_Categories_COMBOlist: This list allows for further breakdown and details of a case to be documented and simplifies future reporting and analytics. If you feel that additional Sub-categories need to be added, please notify Kay Rider.

• Created By: Captures the case creator.

• Is This A SPECIAL MARKET CUSTOMER?: Is used to identify special market customers such as FishFarm/Aquarium or Leslie’s customers for tracking purposes.

• Case Originator: This field is used to document the case originator if the case is reassigned to another user. Also for tracking purposes.

• QC Check Completed By: Used to track the case if disks are in ‘question’ and being sent to QC to check.

• Source: Is the contact source. Example, was the case initiated by a phone call, email, voicemail left, etc.

• Product Name: Used to document the device/meter in question during the case.

• Priority: Defaults to the ‘Medium’ level. Can be changed as needed.

• Case Title: A brief one line description for the case.

• Created Date & Modified Time: Are auto populated by the system and cannot be changed.

• Product Serial Number: Has been in use by Software Support to document various devices/meters while working on cases and cannot be deleted at this time. This is NOT a mandatory field and can be passed over.

• Resolution Type: Has a dropdown menu with various resolution types listed to choose from. When a case is closed, this field will require an option be chosen.

• Assigned To: Can be changed to the current person working on the case.

• Epicor Number: Used by Software Support for reference of Epicor orders entered that are associated with the case.

• DESCRIPTION of PROBLEM-ISSUE: Used to give more detail about the current case, such as problem specifics, and organization/contact details.

• CASE PROBLEM RESOLUTION: Used to document the steps taken and troubleshooting methods used to reach a case resolution.

COMPASS ONLY INFO BLOCK

• COMPASS ONLY INFO BLOCK: To be used by compass when they receive meters. They will check meter received and populate the date they received the meter. There is also a checkbox to note whether the device/meter was shipped with a case.

SOFTWARE SUPPORT INFO

• Firmware Version, Software Platform, USE_Assets-Meters, BRAND-TYPE: Used by Software Support to document device/meter details for reporting/analytic purposes.

• Items to be Ordered: Used to list miscellaneous items to be ordered for a client.

RA / COMPLAINTS // CUSTOMER SERVICE

• RA Return Category & RA_Problem Tab_Complaint Category: These fields have been populated with the lists copied from the old RA Complaint Form, Problem Tab.

• IS CALL TAG NEEDED, Email CALL TAG to be sent to, Number of Cartons being returned: Used to replicate the Customer Info tab in the old RA Complaint Form, pertaining to the CALL TAGS needed and their associated information.

RA / PRODUCT / ITEM INFO

• RMN Number, ITEM INFO-PRODUCT NAME, ITEM QUANTITY, LOT#: Are all used to document the device information. They have been populated with the fields and lists copied from the old RA Complaint Form, Item Info Tab.

• Product List_CODE_0021-3000: This is a dropdown list populated by various products and their Item Numbers for quick entry and reference along with the ‘free’ text box below for a single entry and the Quantities to the right of each box. This area is still under construction.

RA / RETURN / RECEIVING INFO

• RETURN Received By: This block is used to document the Name/Initials of the person who receives and checks in the product, the date it was received, any comments about the product and which department it is to go to once checked in.

• Shipping Cost – IF COLLECT is used to document any money taken upon receipt

RA / CREDIT SECTION

• CREDIT AMOUNT TO BE ISSUED: Denotes the amount, if any, of credit that is to be issued.

• CREDIT_TASKS NEEDED or COMPLETED: This field has a dropdown list to document the stage the account credit is currently in. (i.e. NO CREDIT ISSUE NEEDED, CREDIT STILL NEEDED, etc.)

• CREDIT CRITERIA, CREDIT COMMENTS_ONLY, DATE of CREDIT ISSUE, NEW Invoice Number: Will all be used to document credit information.

RA / CUSTOMER COMPLAINTS

• CODES, SERIES#, Expiration Date, Image: Used to document complaint details for tracking and analytic purposes.

Check back over your entries and select SAVE when completed.

You will then be directed back to the organization page. Here you should see the CASE / RA that you just created at the top of that list. Make a note of that number for future reference or to give to the client

NOTE: FIRST search for the organization and then create the Case / RA from within that Organization’s ‘Case’ tab.

The blocks contain the information similar to the tabs in the original RA Complaint Form. Many of the fields were explained in greater detail in the section above.

As everyone gets more familiar and comfortable using the Vtiger system to create Case/RA’s, if we want to rearrange things, or add/delete blocks and fields, we can go over any changes requested/needed.

Vtiger tends to be very flexible as far as design goes. Please let me know if you have any suggestions or things that are no longer used or needed.