Who is this article for?

Users who are configuring Customer Complaints.

Manufacturer Userpermissions are required.

Complaint Stage Settings let you assign departments responsible for completing each stage of the complaint. This guide will walk you through how to access and change these settings for each site.

1. Complaint Stage Settings
2. Assigning Departments
3. Further Reading

1. Complaint Stage Settings

To configure stage settings:

1. Expand the Customer Complaints menu.
2. Click Settings & Templates.
3. Select Complaint Stage Settings from the list.

This will take you to the configuration page for the complaint stages. Any stages that require a person or department to be selected as the complaint is being worked will be disabled in this view.

2. Assigning Departments

As the complaint progresses from one stage to the next, administrators assigned to the selected departments will receive an email notification and the complaint will appear in their task list.

To assign departments:

1. Select a site from the Site dropdown.
   You can choose the All Sites option to assign the same departments across all sites.
2. Scroll down to the bottom of the page.
3. Click Edit.
   This will activate the dropdowns.
4. Interact with each dropdown and select the department you'd like to make responsible for handling that stage of the complaint.
   For Stage 1 to Stage 4, you can select multiple departments. For the other stages, you can only select one.
5. Click Save.

3. Further Reading

• Adding Customer Complaints and Comments