Smart360 Complaints Management - FAQ's

Getting Started & Dashboard Overview

Q: How do I access the Complaints Management module in Smart360? A: To access Complaints Management:

1. Navigate to the Complaints Management module in Smart360
2. The dashboard will display showing key metrics and complaint overview
3. View KPI cards showing pending complaints, resolved today, rejected complaints, and SLA breached
4. Access Current Complaints tab for active complaints or History tab for resolved/rejected complaints

Q:Qd: What information is displayed on the Complaints Dashboard? A: The dashboard shows key metrics including:

• Pending Complaints: Total complaints with pending status count
• Resolved Today: Count of complaints resolved on current date
• Rejected Complaints: Number of complaints with rejected status
• SLA Breached: Number of complaints that have exceeded SLA timeline
• Average Resolution Time: Mean time to resolve complaints with trend indicators
• SLA Compliance: Percentage showing compliance with service level agreements
• Top Issue Categories: Visual breakdown of complaint types with percentages

Q: How do I create a new complaint in the system? A: To create a new complaint:

1. Click the "Create Complaint" button from the dashboard
2. Follow the 4-step wizard process:
   • Step 1: Customer Information (search existing or enter manually)
   • Step 2: Complaint Details (category, subcategory, description)
   • Step 3: Evidence & Attachments (upload supporting documents)
   • Step 4: Review & Submit (final review and acknowledgment options)
3. Complete each step with required information and click "Next" to proceed

Customer Information & Search

Q: How do I search for an existing customer when creating a complaint? A: To search for existing customers:

1. In Step 1 of complaint creation, use the "Search Customer" function
2. Enter at least 3 characters in the search field
3. Search by account number, customer name, phone number, or address
4. Select the appropriate customer from search results
5. Customer details will auto-populate including name, account number, contact info, service address, customer since date, and customer type

Q: What should I do if I can't find the customer in the search results? A: If customer is not found:

1. Verify search criteria and try alternative search terms (name variations, partial phone numbers)
2. Use "Enter Customer Details Manually" option for non-account holders
3. Complete required fields: Customer Name, Customer Type, Phone Number, Email, Service Address
4. Ensure all mandatory fields are filled before proceeding to next step

Q: What customer information is displayed after selecting from search results? A: After selecting a customer, the system displays:

• Customer Name: Full name from account records
• Account Number: Utility account identifier
• Contact Information: Phone number and email address
• Service Address: Primary service location
• Customer Since: Account creation date
• Customer Type: Category classification (Residential, Commercial, etc.) This information auto-populates to ensure accuracy and reduce data entry time.

Complaint Details & Categorization

Q: How do I properly categorize a complaint? A: For complaint categorization:

1. Category: Select from mandatory dropdown (Billing, Service Quality, Technical Issue, Staff Behavior)
2. Subcategory: Choose from filtered options based on selected category (enabled only after category selection)
3. Complaint Name: Select from complaints list filtered by category and subcategory
4. Priority: Auto-populated based on selected category (non-editable) The system ensures proper routing through hierarchical categorization.

Q: What are the requirements for the complaint description? A: Complaint description requirements:

• Mandatory Field: Must be completed before proceeding
• Minimum Length: At least 10 characters required
• Maximum Length: Cannot exceed 500 characters
• Content: Should provide clear, detailed explanation of the issue
• Uniqueness: Cannot be identical to Expected Resolution field

Q: How is the incident date validated in the system? A: Incident date validation includes:

• Mandatory Field: Must be completed
• Future Date Restriction: Cannot select future dates
• Historical Limit: Cannot be more than 90 days in the past
• Format: Must follow standard date format
• Business Logic: System validates date against service history if applicable

Q:Qd: What is Expected Resolution and how should I fill it?

A: Expected Resolution field:

• Mandatory Field: Must be completed
• Minimum Length: At least 5 characters required
• Content: Customer's expectations for complaint resolution
• Uniqueness: Cannot be same as Description field
• Purpose: Helps set customer expectations and SLA tracking

Evidence & Attachments

Q: What file types and sizes are supported for evidence upload? A: File upload specifications:

• Supported Formats: PDF, JPG, PNG files only
• File Size Limit: Maximum 10MB per individual file
• Total Upload Limit: Maximum 50MB total across all files
• File Count: Maximum of 5 files per complaint
• Validation: System validates format and size before acceptance

Q: How do I upload evidence and attachments to a complaint?

A: To upload evidence:

1. Use drag-and-drop functionality or click "Choose Files" to browse
2. Select files meeting format requirements (PDF, JPG, PNG)
3. System validates file format and size automatically
4. Add "Additional Notes" (optional, up to 500 characters) to provide context
5. Review uploaded files before proceeding to next step
6. Remove files if needed before final submission

Q: Are attachments mandatory for complaint submission? A: Attachments are optional:

• Complaints can be submitted without any attachments
• Evidence upload improves complaint resolution accuracy
• Additional Notes field is also optional
• "Next" button is always enabled on the Evidence step
• Consider uploading relevant documentation when available

Review & Submission Process

Q: What information is displayed in the Review & Submit step? A: The review section shows complete complaint information:

• Customer Information: Name, account number, contact details, service address
• Complaint Details: Category, subcategory, priority, incident date, description, expected resolution
• Evidence & Attachments: Evidence notes and uploaded file attachments
• System Controls: Send acknowledgment checkbox and submission options

Q: What does the "Send Acknowledgment to Customer" option do? A: The acknowledgment option:

• Optional Checkbox: Can be selected or deselected
• Automatic Email: Sends acknowledgment email to customer within 30 minutes
• Receipt Content: Includes complaint reference number and tracking information
• Customer Communication: Provides professional acknowledgment of complaint receipt
• Recommended Practice: Generally recommended for customer satisfaction

Q: How are complaint reference numbers generated? A: Complaint reference numbers:

• Format: Follow CMP-XXXXXXXX pattern (8-digit sequential number)
• Auto-Generation: System automatically creates unique numbers
• Non-Editable: Cannot be manually modified or changed
• Uniqueness: Each complaint receives a distinct reference number
• Tracking: Used for all future complaint tracking and communication

Complaint Status Management

Q: What are the different complaint statuses and what do they mean? A: Complaint status lifecycle:

• Pending: Newly created complaint awaiting acknowledgment
• In Progress: Complaint has been acknowledged and is being worked on
• On Hold: Complaint temporarily paused (can be resumed)
• Resolved: Complaint has been successfully resolved
• Rejected: Complaint has been rejected with documented reason

Q: How do I acknowledge a complaint and change its status? A: To acknowledge complaints:

1. Open the complaint detail view
2. Click the "Acknowledgement" button (changes status to In Progress)
3. Button changes to "Put on Hold" once acknowledged
4. Use "Put on Hold" to pause complaint (status becomes On Hold)
5. Use "Resume" button to return complaint to In Progress status

Q: What is SLA status and how is it calculated?

A: SLA status tracking:

• On Track: All SLA metrics fall within defined SLA rules
• Breached: Complaint has exceeded SLA timeline requirements
• SLA Due Date: Calculated from creation date plus defined resolution time
• Time Remaining: Current time minus target resolution time
• Automated Alerts: System provides alerts 24 hours before due dates

Service Orders & Resolution

Q: How do I create a service order from a complaint?

A: To create service orders:

1. Navigate to the "Service Order" tab in complaint detail view
2. Select "Service Order Type" from templates associated with the consumer
3. Choose "Scheduled Date" using date picker
4. Add "Remarks" in text box for special instructions
5. Click "Add Service Order" button to create the order
6. Service order links directly to complaint for tracking

Q: What information is displayed for existing service orders?

A: Existing service orders show:

• SO Number: Service order identifier
• SO Name: Service order description
• SO Status: Current status of service order
• Schedule Date: Planned completion date
• Created On: Service order creation date
• Created By: User who created the service order
• Assigned To/Assigned On: Technician assignment details
• Remarks: Special instructions or notes
• Actions: View details and download report options

Communication & Notes

Q: How do I add internal notes or communicate with customers?

A: Communication options include:

• Add Internal Note: Use Communication tab to add internal notes not visible to customers
• Send Response to Consumer: Redirects to individual messaging in communication module
• Communication Logging: All interactions (phone, email, in-person) are logged with timestamps
• Visibility Control: Choose between customer-visible and internal-only communications

Q: What information is tracked in the Communication tab? A: Communication tracking includes:

• All Customer Communications: Emails, phone calls, messages sent to consumer
• Internal Notes: Team communications not visible to customers
• Timestamps: Date and time of all communications
• User Attribution: Who initiated each communication
• Communication Type: Method used (email, phone, in-person, etc.)

Q: How does the Timeline feature work? A: The Timeline provides:

• Chronological Activity Log: All complaint-related activities in time order
• Status Changes: Tracking of status transitions with timestamps
• User Actions: Record of who performed each action
• System Events: Automated activities and notifications
• Complete Audit Trail: Full history for regulatory compliance and reference

Quick Actions & Management Features

Q: What Quick Actions are available from the complaint detail view? A: Quick Actions include:

• Send Response to Consumer: Direct access to customer communication
• Create Service Order: Link complaint to field resolution
• Add Internal Note: Quick internal communication
• Resolve Request: Mark complaint as resolved
• Reject Complaint: Reject with documented reason in dialog box

Q: How do I resolve or reject a complaint?

A: For complaint resolution:

• Resolve Request: Click to mark complaint as resolved (status changes to Resolved)
• Reject Complaint: Click to open dialog box, enter rejection reason, confirm rejection
• Documentation Required: All resolution/rejection decisions must include proper documentation
• Status Update: System automatically updates status and timeline

Search, Filters & Reporting

Q: How do I search for specific complaints? A: Search functionality includes:

• Search Bar: Search by consumer name, account number, request ID, category, subcategory, or complaint name
• Minimum Characters: Enter at least 3 characters to trigger search
• Multiple Criteria: Search across different data fields simultaneously
• Real-time Results: Search results update as you type

Q: What filtering options are available for complaint management? A: Available filters include:

• Status: Filter by complaint status (Pending, In Progress, Resolved, etc.)
• Priority: Filter by High, Medium, Low priority levels
• Category: Filter by main complaint categories
• Subcategory: Filter by specific subcategory types
• SLA Status: Filter by On Track or Breached SLA status
• Date Range: Filter by creation date or resolution date

Q: Can I export complaint data for reporting purposes? A: Export capabilities include:

• Export Option: Available on complaint list view
• Data Included: Complaint ID, name, category, subcategory, customer info, status, priority, dates, SLA status
• Format Options: Typically CSV or Excel format
• Filtered Exports: Export respects current filter settings
• Use Cases: Management reporting, performance analysis, regulatory compliance

Troubleshooting & Common Issues

Q: Why can't I proceed to the next step in complaint creation? A: Common blocking issues:

• Required Fields: Ensure all mandatory fields marked with asterisk (*) are completed
• Character Limits: Check minimum character requirements (Description: 10 chars, Expected Resolution: 5 chars)
• Date Validation: Verify incident date is not in future or too far in past
• Category Selection: Both category and subcategory must be selected
• File Upload Errors: Check file format and size limits if uploading evidence

Q: What should I do if customer search is not working? A: Search troubleshooting steps:

1. Ensure at least 3 characters are entered in search field
2. Try different search criteria (name variations, partial account numbers)
3. Check for typos in search terms
4. Try searching by different fields (phone vs. name vs. account number)
5. Use "Enter Customer Details Manually" if customer is not in system

Q: How do I handle file upload errors? A: File upload issue resolution:

• Format Check: Ensure files are PDF, JPG, or PNG format only
• Size Check: Verify individual files are under 10MB and total under 50MB
• File Count: Maximum 5 files allowed per complaint
• Network Issues: Check internet connection stability
• Browser Issues: Try refreshing page or different browser if problems persist

Q: Why is my complaint showing SLA Breached status? A: SLA breach causes:

• Time Exceeded: Complaint resolution time has exceeded defined SLA timeline
• Calculation: Based on creation date plus resolution time for that category
• Status Change: Automatic system calculation updates SLA status
• Action Required: Prioritize breached complaints for immediate attention
• Prevention: Monitor "Time Remaining" field to prevent future breaches

Receipt & Customer Communication

Q: What information is included in the complaint receipt? A: Complaint receipts include:

• Header Information: Date, time, "Complaint Registration Receipt" title
• Reference Number: Unique complaint identifier (CMP-XXXXXXXX format)
• Customer Details: Name, account number, phone, email, service address, customer type
• Complaint Information: Category, subcategory, priority, incident date, description, expected resolution
• Next Steps: Timeline information, contact methods, business hours
• Contact Information: Customer service details, emergency services, operating hours

Q: How do I provide the receipt to customers? A: Receipt delivery options:

• Print Option: Print physical receipt for immediate customer handover
• Email Option: Send digital receipt to customer's email address
• Reference Number: Provide complaint reference number for future tracking
• Instructions: Explain to customer how to use reference number for status inquiries
• Contact Information: Ensure customer has proper contact details for follow-up