Generate Complaint Response Document
You can associate complaint response templates, which were uploaded to the Documents module, with non-conformance categories in the categories module. This means that when a customer complaint is created it is easy to retrieve the relevant complaint response letter for that non-conformance.
1. Associate Response Document with Non-Conformance
The first step is to ensure you have created a response template document with merged fields which should then be uploaded to the Documents module. Please click here to learn how to set up a word document with merged fields.
Once the response template is in the Documents Module you can associate the relevant response document with each non-conformance category in the Categories module from Master Data. You can see how to do that here.
Note: If you do not associate a response document with the non-conformance in the categories module, the option 'Get Response' will not display when you view the Actions drop-down in the complaint record.
2. Generate Response
When the above association is in place, anytime you create a customer complaint against that non-conformance you will have a 'Get Response' option in your Actions menu.
Simply click Actions > Get Response. This will open the response document on your screen ready for printing or emailing to your customer.
See also the article: Working with Response Templates.