Problem Types help you categorise customer queries. For example, you may have complaints about the delivery being late, and other complaints about the items being damaged on delivery, so these two Problems could be allocated a Problem Type of 'Delivery'. This can be useful to set up and use for reporting purposes, as by categorising Problems into Types, you can identify which areas need more attention.
Prerequisites
- You'll need CRM Admin rights in order to follow the steps in this article.
Step 1: Go to Settings Centre
To edit your Problem Types, click on the settings icon in the bottom left-hand corner.
Step 2: Navigate to Service in Settings
Once within the Settings Centre, navigate to the Service page on the left-hand side, and scroll down until you reach the Problem Type configure option.
Step 3: Configure Problem Types
By selecting the 'Click here to Configure' link, the Configure Problem Type window will open. Here, all your current Problem Types will be listed.
To add a new one, simply click the plus icon in the top right-hand corner.
Add information about your new Problem Type, ensuring the description should be relevant for all CRM users. If this particular Problem Type will always use a certain Problem Pipeline, then you can set a default Pipeline for this Problem Type here too. Once happy with the information entered, click 'Create' and your new Problem Type will be created.
To obsolete any old Problem Types, click on the pencil icon against the required status and click 'Obsolete'.