Problem Pipelines should depict your After Sales process using statuses as the different stages of the process. Please note: you can have multiple Problem pipelines if you have more than one After Sales process (this is quite common!).
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' and the next could be 'In Hand', then finally having either 'Confirmed Successful' or 'Unable to Progress' as your closing statuses within the pipeline.
Prerequisites
Make sure you've set up your Problem Pipelines first - here's a guide to show you how (you'll need CRM Admin rights)
Step 1: Choose a Problem Pipeline
When creating a new Problem, you can select the appropriate pipeline from the Pipeline drop-down field.
Once selected, the Problem will automatically be assigned to the first status in that pipeline, which in this example is New Issue. To help you understand the order of progression, each status in the pipeline is numbered.
Step 2: Create a Problem
Once you have entered the relevant details for your new Problem and clicked Create, the record will be created in the pipeline.
The current stage of the Problem is displayed at the top of the record, along with all available statuses in the pipeline, allowing you to track its progress.
Some statuses may require a task to be completed before the Problem can move forward.
Step 3: Change the Problem Status
To move a Problem through the pipeline, update the Problem’s status using the Status drop-down field. You can also move the Problem back to a previous status if required.
