TSS-Customer Options: Creating Exception

TSS-Customer Options: Creating Exception

The TSS-Customer Options Exception is created when a decision is made to replace an appliance/system and options need to be given to the customer. Creating this exception notifies Parts Sourcing that a customer needs to be notified by phone of their options because they have no email on file.
This exception is ONLY to be created by Parts Sourcing.
  1. Create the exception:
    1. IF the customer has an email on file,
      AND the options email has been sent,
      THEN create the exception in a Completed status
    2. IF the customer does not have an email on file,
      THEN create the exception in a Follow Up status and enter "No Email" in the Exception Comment.
  2. Enter all required information in the Service Job Comments using the below Note Template:


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