Service Requests in CRM.loop

You can process service requests concerning a product, e.g. those posted by sales partners that are members of your CRM.loop community.

Answers posted in Aurea CRM are also posted in CRM.loop.

For further information on CRM.loop, contact your Aurea representative.

  1. A service request is posted in CRM.loop.
  2. A complaint of the type "CRM.loop service" is automatically added in Aurea CRM web.
  3. Process the request, see Processing CRM.loop Requests.
  4. Answers posted in Aurea CRM are also posted in CRM.loop.

Processing CRM.loop Requests

To process a service request posted to CRM.loop:

  1. Select (Service) > CRM.loop Service.
  2. Search for and open the service request.

  3. Service requests are processed in the following phases:
    • Request: The subject and a description of the problem are displayed in this phase.
    • Qualification: In this phase, you can enter data in order to qualify the request, e.g.:
      1. The cause of the problem
      2. A suggested solution
      3. Whether the request is MiFID-relevant
      4. Which product are affected
      The Votes field displays the number of users that have voted for this request.
    • Communication: In this phase, you can:
      • Click on (New Community Answer to post an answer to the community
      • Click on (New Community Solution to post a solution to the community
      • Click on (Change Community Stage to change the community stage

        Answers and solutions are stored as activities and linked to the person in Aurea CRM web who submitted the original post.

        Answers and solutions are automatically posted to CRM.loop.