Problem Pipelines should depict your after-sales process as closely as possible. Each Status in the Pipeline should represent the different stages of your after-sales approach. Please note: 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, to ensure all customer queries go through the correct channels. For example, your first Status in the Pipeline may be 'Acknowledgement Sent' and the next could be 'In Hand', then finally having either 'Confirmed Successful' or 'Unable to Progress' as your closing Status. 


  • You'll need CRM Admin rights in order to follow the steps in this article

Step 1: Go to Settings Centre

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

Step 2: Navigate to Service in Settings

Next, navigate to the Service page and scroll down until you reach the Problem Pipelines configure option.

Step 3: Configure Problem Pipelines

By selecting the 'Click here to Configure' link, the Configure Problem Pipeline window will open. Here, you'll see all of your existing Problem Pipelines. To add a new one, simply click on the plus icon in the top right-hand corner. 

Step 4: Add Problem Pipeline Detail

You'll then be asked to give the new Problem Pipeline a Description. Make sure this is relevant to the after-sales process that the pipeline will be used for. Then, click 'Create'. 

Now you've created the Problem Pipeline, you'll 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.

Step 5: Add Statuses

To add in Statuses, click on the plus icon next to the 'Status' heading. 

You'll 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 and drop the Statuses into the desired sequence to ensure users follow them in the most appropriate order.

Step 6: Add Closing Statuses

Finally, you'll need to set up your closing Statuses by clicking the plus icon next to the 'Closing Status' section.

You'll then be presented with a list of all the closing Statuses configured within the CRM, including 'Unable to Progress' and 'Confirmed Successful'. Click 'Update' once happy with the selection. 

For more information on how to configure your Problem Statuses, take a look at our article here. Alternatively, why not take a look at our article on how to use your Problem Pipelines.

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