This document describes several situations for applying customer service rules to automatically or manually send emails to a customer based on certain actions related to a sales order.
Configuration
Customer service rule types:
The most important thing to set up correctly is the customer service rule types. What is configured here determines what is ultimately possible. Look here for more information on customer service rule types.
Email templates:
For various situations, email templates are available. It is also important to choose the correct email template for the intended purpose. The correct type of email template must be used for the corresponding customer service rules. The following email templates can be used for customer service rule types:
| Basic email template | Purpose |
| Sales order message | This is a general message about a sales order. It can contain any information and is primarily used for customer service rules that are sent manually to inform a customer about their order, for example, regarding delivery times. ales order message |
| Sales order confirmation | Confirmation to the customer that the order has been received. This template can also include rules. |
| Sales order shipping confirmation | Notification to the customer that the order has been shipped, including the option to include T&T codes. |
| Sales order cancelled | Notification that an order has been cancelled. This is often used in combination with an automatic customer service rule type. |
| Sales order partial delivery | Notification to the customer that part of the order has been shipped. This template also allows rules to be included that apply to partial deliveries. |
Settings
Customer service rules can be created automatically for various routines. This involves several settings:
- Order picking: Automatically create a customer service rule when items cannot be picked:
For the order picking rejection reason, the ‘next action’ must be set to ‘Create customer service rule’ and the corresponding customer service rule type specified. The suitable rule type is one that is linked to a ‘sales order message’ email template indicating that an item is unavailable. Most likely, this will not be an automatic message; the text should be adapted to the situation before sending. Depending on the workflow, this could be an informative message or a message requiring a response, for example, when asking for an alternative item.
- Shipping confirmation: Customer service rules for notifying both the carrier and the customer:
The CRM row type is for the message to the customer that the order has been shipped. Here, a rule type set to automatic will likely be used. The email template in the rule type should be a template from the basic email template ‘Sales order shipping confirmation’. The first and last fields are for messages to the carrier. For more information, see this article about parcel services.
- Order confirmation, cancellation, or partial delivery: The customer service rule types created for these actions can be set in the sales order scenario:
A separate email template is available for each of the three types (see above). Make sure to assign a customer service rule type that contains the appropriate email template. Most likely, rule types used here are automatic, purely to inform the customer.
Operation in sales orders
When everything is configured correctly, emails are automatically sent at various stages in the process: order confirmation, shipping confirmation with T&T codes, etc. Each email results in a customer service rule, which can be viewed on the CRM tab in sales order maintenance. Automatic informative emails are immediately set to closed, so no further action is required:
However, there may also be rules that remain open and require action. These can include two situations:
- A draft email is ready to be sent to the customer.
- An email has been sent, and a response is still expected.
To keep track of which sales orders have open customer service rules, two filters have been added to the sales order search screen. It is recommended to create a standard filter template to easily review open rules:
‘Open CRM rules’ returns all rules that are not closed. The filter below indicates which of these open rules have a draft email ready. By opening a draft customer service rule, the email content is displayed. It can be edited and sent directly to the customer. Depending on whether a response is required, the rule is then closed.
It is also possible to send an ad-hoc email to a customer by creating a customer service rule:
A wizard follows where a customer rule type is first selected. A general sales order message is usually suitable. In the next screen, the email can be edited and sent.
It is important to know that all emails that have actually been sent can be viewed under ‘Outbound emails’.
If an email is rejected, this can also be seen there.