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Version#: 1 Version Date: 21/03/23 Revised by: Joey Fulgencio
Overview
This process will quickly identify the customer needs, also we can see any related tickets/order/customer history, to save customer trouble on sending multiple response on the tickets.
This will also serve as guidelines on how to properly ask/probe to customer on their Order/Invoice/Serial# etc.
Procedure or Process Steps
Steps on how to identify and add the Order/Invoice/Serial #, related to the customer concern on the ticket
1. You can simply check it on the Customer History on the ticket.
a. It may or may not show the related order/purchased, as customers might use a different email address on raising the ticket.
a1. – Sample ticket doesn’t have any Customer History.
a2. — Sample ticket that has a Customer History.
2. You can open each Order#, to identify if the product that customer is raising on the ticket will match.
3. If there isn’t any related Order#, based on the customer’s ticket, the alternative is to see if there are any related tickets still under Customer History.
a1. — Possible that customer created multiple ticket and one of those tickets are informative to locate Order/Invoice/Serial# etc
4. Once the Order# has been obtained, kindly add it to the Related Entities.
5. If based on the ticket it was only either an Invoice or Serial #, it is possible to get the order# and add it to the Related Entities. This will only apply if an item is purchased online.
a.1 — https://staff.centrecom.com.au/SerialSearch/GetSerialsFromInvoice - Kindly paste the Invoice and a hyperlink for the PDF invoice will show
a.2 — It will prompt you on this page and locate the Customer PO, that will serve the Order#.
That can be added to the Related Entities.
a.3 — The customer might give Serial#, that can also be searched under Staff Portal.
https://staff.centrecom.com.au/SerialSearch/SerialTransactionSearch — Once you have the Serial#, you can go to the Invoice page to key in the Invoice, to pullup the PDF of the invoice and possible Order#.
a.4 — If the portal gave a SO instead of an Invoice#, Serial# will be fine to proceed on helping the customers.
7. If there wasn’t any Order# but there was either an Invoice or Serial#, you can add it to the Ticket Note/Comment section of the ticket and proceed on assisting the customer.
8. If there wasn’t any Order/Invoice/Serial# on the ticket, this is the time to ask the customer for any of this.
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