Who is this article for?

Users who are configuring Customer Complaints.

Manufacturer Userpermissions are required.

Root Cause Settings help you define the reasons why the issue raised in a complained occurred in the first place, to better guide improvements to the supply chain. This article will show you how to create and modify them.

1. Root Cause Settings
2. Adding Root Causes
3. Editing Root Causes
4. Further Reading

1. Root Cause Settings

To access root cause setup:

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

You will be taken to an overview of existing causes on your system.

By default, causes are sorted by complaint category and displayed in ascending alphabetical order.

2. Adding Root Causes

To add causes:

1. Click Add New Root Cause.
2. Scroll down to see the form.
3. Select Complaint Category from the dropdown.
4. Select Complaint Sub-category.
   Select ~none~ if not applicable.
5. List Root Causes in the fields provided.
   At least one field must be filled in before saving. You can add fields by clicking the   button.
6. Click Save.

After the page refreshes, you should see your new entry in the table.

When you receive a complaint about date codes, you will be able to select one of these causes as you investigate it.

3. Editing Root Causes

To edit causes:

1. Select the Edit icon on the right of its row.
2. Scroll down to see the form.
3. Make necessary adjustments.
4. Click Update.

In this example, we're removing 'Incorrect Ink Used' from the list of causes as the site only stores one type.

4. Further Reading

• Adding Customer Complaints and Comments