Problem Types and Analysis provide a way for you to categorise your customer service tickets and improve your reporting. You can also set a default pipeline for each Problem Type. For example, the process to replace a product damaged on delivery could be quite different to sending an engineer to fix a vending machine at a customer’s office.
In the advanced mode, you can configure up to 5 levels of Problem Types and 5 levels of Analysis drop-downs. You can decide which Sub-Types to show based on the previous Type e.g. only show level 2 types, "Late" and "Missed", if the level 1 Type is set to "Delivery" etc.
Step 1: Navigate to the Settings Centre
Open the Settings Centre by clicking on the cog icon in the bottom left-hand corner within the CRM.
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 Types configure option.
Step 3: Select 'Advanced'
Select the 'Advanced' option for the Problem Types and click the 'Click to Configure' link to open the Configure Problem Analysis Matrix window.
Step 4: Configuring Type Matrix
To create a Problem Type Matrix, click on the plus button located in the top right-hand corner. We'll first take a look at configuring the Type Matrix. Click on the Type drop-down list and select your first type.
In the below example, we've selected Technical Problem as the first Problem Type. As we've selected Type 1, the Type 2 drop-down has now appeared.
Now select your next Problem Type within the Type 2 drop-down list. For example, because we've selected Technical Problem, the next type that might be shown is the product that has the technical issue, such as Camera Equipment.
As we've selected a Type 2 option, we can now configure another Problem Type level; Type 3. Following the example, this option might be Minor Defect. You can repeat these steps until you reach Type 5.
Once happy with your Problem Type Matrix, click 'Create' and your new Problem Type Matrix will be available to other CRM users.
Step 5: Configuring Analysis Matrix
To create a Problem Analysis Matrix, click on the plus button located in the top right-hand corner.
Click on the Analysis 1 drop-down list and select your first analysis option.
In the below example, we've selected On-site Visit Needed as the first Problem Analysis. As we've selected Analysis 1, the Analysis 2 drop-down has now appeared.
Now select your next Problem Analysis within the Analysis 2 drop-down list. For example, because we've selected On-site Visit Needed, the next analysis that might be shown is On-site Meeting Booked.
As we've selected a Type 2, we can now configure another Problem Type level; Type 3. If you haven't configured Analysis 3, then you can click on the 'Configure' option from the drop-down.
Once happy with your Problem Analysis Matrix, click 'Create' and your new Problem Analysis Matrix will be available to other CRM users.