Steps
- Go to Customer experience → Settings → Product issues dashboard (or Customise on the dashboard). Managers only.
- Choose your Line of business - e.g. Dairy processing (yoghurt, milk, cream), general food processing, beverages, bakery, meat, pharmaceuticals, cosmetics, agro-inputs, building materials, vehicles & equipment, electronics, retail. Everything below fills in with best practice for it.
- Check the Best-practice library: complaint categories with their priority (e.g. food safety is critical), defect types, root causes and resolution codes, and a ready-made complaint form (batch / lot, best-before, where bought). Tick Load these lists and Create the complaint form; optionally switch off your current entries not in the list.
- Your wording: the page title and description, what one issue is called (e.g. *Quality complaint*), failure types (e.g. *Defect types*), the unit and batch labels, the report button. Empty boxes keep the standard wording.
- KPI cards: tick the ones to show, number them for the order and give each your own name. The library: tickets, open, resolved, products affected, rate per 100 or 1,000 sold, repeat failures, batches affected, batches with repeat complaints, in / out of warranty, days to resolve, replaced or refunded, nearing expiry and expired in stock.
- Choose the table columns and the panels below it (failure types, root causes, brands, batches, branches, product categories, stock nearing expiry, latest tickets) and click Save dashboard.
Good to know
- “Nearing expiry” counts the batches in stock whose expiry date falls within the days you set. Turn Track warranty off if you don’t give warranties - it is then hidden on tickets and the dashboard. Reset to standard goes back to the original set-up. Tickets now take a batch / lot no. and best-before date too.