Problem Pipelines should depict your after sales process using statuses as the different stages of the process. Please note that you can have multiple Problem pipelines if you have more than one after sales process.

A Problem pipeline will include a series of statuses sequenced in a particular order that the customer service query should go through. For example, your first status may be 'Acknowledgement Sent' & the next could be 'In Hand', then finally having either 'Confirmed Successful' or 'Unable to Progress' as your closing status within the pipeline.

To configure your Problem Pipelines you will require Prospect 365 Administrator rights, if you require these then please speak to your key CRM user or our Customer Services Team. 

To edit your Problem Pipelines, click on the settings icon in the bottom left-hand corner.

Once within the Settings Centre, navigate to the Service section & scroll down until you reach the Problem Pipelines configure option.

By selecting the 'Click here to Configure' link the Configure Problem Pipeline window will open. Within this window all of your current Problem pipelines will be listed. To add a new one click on the + icon in the top right-hand corner. 

You will then be asked to give the new Problem pipeline a description. Please make sure this is relevant to the after sales process that the pipeline will be used for. Click create. 

Now you have created the Problem pipeline, you will need to add in the required statuses by clicking on the pencil icon. 

This will then open the below side bar where you can make various edits to your new Problem pipeline.

To add in the required statuses click on the + icon next to the 'Status' heading. 

You will then be presented with a list of all the active statuses that you currently have configured within the CRM. Here you can select the statuses you wish to add to the problem pipeline. Once happy with your choices click 'Update'.

Once added you can then drag & drop the statuses into the desired sequence. 

Finally, you will need to setup your closing statuses by clicking the + icon next to the 'Closing Status' section.

You will then be presented with a list of all the closing statuses configured within the CRM. Click 'Update' once happy with selection. 

You have now configured your new Problem pipeline, for more information on how to configure your Problem statuses please see the Admin User - Configure Drop Down Menus - Status Codes & Types article. 

Finally, take a look at our Using Problem Pipelines article on how to use your Problem pipelines.

Did this answer your question?