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Home Pulse : Recording a Technical Issue

Owned by Olanike Dairo (Unlicensed)
Jan 27, 2022
3 min read

Pulse allows technical issues tracking and recording for customers.

Once a customer has an issue with his component he calls the call center for troubleshooting and, if it fails he goes to the shop for a replacement.


The call operator will record a technical issue in ERP which will remain open until the issue is resolved.

Shop Managers can also access issues that have already been recorded at the Call center and need to be replaced at the shop.

When the customer reaches the shop, the Shop manager should first:

  • Physically inspect the device to see if there is a case of tampering

  • Use the troubleshooting guide to check if there is an actual technical issue

  • Confirm with the customer how they have been using the device

  • After confirming that the device has an issue, Shop Manager can go ahead and record the issue after which they can record a replacement or a drop-off

This is how you can do Record the Technical Issue.

  • Choose Technical Issue in the action Menu 

  • Searching the Customer can be done using Customer name, Customer ID or Phone number.

  • Fill in the Page with the valid required information.

Note: All fields with an asterisk ( * ) are all required to have information. 

  • If the Product version is incorrect , choose “No” then assign the correct version of the product

  • If the customer tampered or misused the product , choose “Yes” and input the observed tampering.

  • Click Save after filling all fields.

 

  • To Drop off or cancel the replacement after saving the recorded Technical Issue, Click “ Process Issue”.

  • Click

 

After recording the technical issue, you complete it as follows:

Path : Home Page > choose Technical Issue ( it will directly lead you to the Pending Action ).

  • Choose Technical Issue and select the customer.

  • Click Replacement button to complete the recording of technical issue.

This can be done at the shop level and also in ERP.

Once Pulse is not responding the Shop manager can always call the call center to ask them to record the replacement on their behalf.

These are the statuses that will be found in ERP and Pulse, showing different statuses of a customer before the the issue is resolved.