Incident

This system’s function allows the user to manage events and occurrences related to the recorded customers.

The user is required to have the following access options enabled to be able to manage the incidents:

EPS > SALES > CRM > INCIDENT

In the system’s main screen, access Sales > CRM > Incident or enter "Incident" in the Quick Search field. The following screen will open:

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Note: For more information on the buttons in this toolbar, adding or editing search features, or on how to add other information in columns, refer to Introducing iQuote.

Add new incident

In the Incident main screen, click New. The following screen will open:

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Fill in the fields on this screen with the incident information as described

Area	Field	Function
Incident information	Code	Displays the incident’s identification code.
	Situation	Displays the incident situation, which can be Open or Closed.
	Title	Allows the user to define the incident name.
	Source	Allows the user to specify how the incident was reported, which can be: E-mail Phone Visit Others
	Customer	Allows the user to select a customer among the previously recorded options.
	Contact	Allows the user to select a contact among options previously recorded for this customer.
	Description	Allows the user to enter a description of the incident.
Associated document	Incident type	Allows the user to specify the type of incident from a previously recorded list.
Qualifications	Importance	Allows defining the level of importance of this incident, which can be: Important Very important None Normal Low importance
	Urgency	Allows defining the level of urgency of this incident, which can be: Urgent Very urgent No urgency Low urgency
	Tendency	Allows the user to define the tendency for this incident, that is, the possible consequences of it, that can be: None Lose the opportunity Lose the customer
	Customer satisfaction	Indicates the customer satisfaction level, which can be: Very dissatisfied Very satisfied Not satisfied Normal Satisfied
Current activity	Responsible person	Allows the user to select a person to be responsible for treating the incident.
	Activity	It allows indicating how the incident will be treated, from a list previously recorded activities.
	Initial date	Allows the user to indicate the incident’s activity starting date.
	Initial time	Allows the user to indicate the incident’s activity starting time.
	Description	Allows the user to include a more detailed description of the incident’s activity.

Note: Fields marked with a red asterisk are required.

Note: Although the customer field is required on this screen, the incident will not necessarily be linked to an external customer. It is possible to record an internal customer for this type of situation. To know how to record customers refer to "Customer”.

In the Activities History tab, the system displays events about this incident automatically saved.

In the Attachments tab the user can attach documents that are relevant to the incident.

Click New. Then define a title and click the icon next to the Select file field to add a new attachment:

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If there is a cost to be informed, click Indicate Cost at the top of the screen. The following screen will open.

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Fill in the Incident cost field with the cost value and the Notes field with comments relevant to this cost information.

Click Confirm.

When finished, click Save.

For more information on how to edit or delete this feature, refer to "Editing and Deleting iCRM Records".