Customer Service:Hotline-Logging Call into Hotline Incidents

Overview

• Answer incoming calls
• Log calls into ASW
• Determine the best action needed to get the desired results for your customer

Hotline Incident

1. When the phone rings you must determine who is calling and log the call into Hotline
2. Goto Incident Handling\Work with Incidents\, click 'F6'
3. Enter Customer number or press 'F4' to locate account
4. Enter the Contact (the person you are speaking to)
5. Determine what they are needing and enter the Problem code
6. Enter the Resolution code

• If you are unsure of the correct code, press 'F4' to bring up a list to select

Common Problem Codes

• GENINV – General Inquiry
• INV – Invoice
• MDC – Medical Device Complaint
• OERROR – Order Error – Picking/ Shipping
• ORDER – Order Inquiry
• ORDERS – Orders
• PE – Picking Error
• RCL – Recall
• REDIT – Re-Directed Cal
• RTN – Return Request from Customer
• RTNARC – Return: Narcotics
• STOCK – Stock Inquiry

Common Resolution Codes

Changing Hotline Status

Changing Hotline Handler