How to read this pageEach field explains what it is for, what to enter and an example. If your company does not use a feature, that field may not appear for your profile.
1. What Services, After-sales and Logistics are for
Services manages technical work. After-sales manages the relationship after a sale/service. Logistics manages the physical flow of delivery, pickup and return.
Work order / sale→Service→Picking / technical work→Delivery / completion→After-sales
2. Work order: what must be recorded
A work order should allow another person to understand the service even if they were not present.
| Group | What to record | Why |
|---|---|---|
| Customer | Person responsible for the service. | Links history and billing. |
| Serviced object | Equipment, asset or vehicle; brand, model, serial/identifier, color and mileage when applicable. | Avoids confusing similar items. |
| Initial report | What the customer reported. | Separates the complaint from technical diagnosis. |
| Diagnosis | Cause found by the technician. | Explains the required service. |
| Parts and services | Materials consumed and work performed. | Affects inventory, cost and billing. |
| Technician | Main responsible technician. | Supports accountability and history. |
| Deadline and amount | Expected completion and quotation. | Aligns customer expectations. |
SecurityNever store a customer's device password in ordinary notes or open text.
3. After-sales: field by field
An after-sales case creates its own follow-up without erasing the original sale or work order.
| Field | What it is / why it exists | What to enter | Example / rule |
|---|---|---|---|
| Type Required | Classifies the reason for the case. | Choose SUPPORT, COMPLAINT, WARRANTY, DELIVERY, FEEDBACK or QUESTION. | Helps routing, reporting and priority. |
| Subject Required | Short summary of the case. | Write a few clear words. | Example: Product does not power on after installation. |
| Priority Required | Operational urgency level. | Choose Low, Normal, High or Urgent. | Use company policy. |
| Assignee Optional | Person responsible for the case. | Select when you already know who will handle it. | Can remain unassigned. |
| Operational due date Optional | Expected date/time for handling. | Enter when the company uses an SLA. | Supports alerts. |
| Customer ID Optional | Links the case to the customer. | Select/enter when the case belongs to a registered person. | Optional. |
| Order ID Optional | Links the case to a sale/order. | Use when after-sales relates to a customer purchase. | Optional. |
| Work order ID Optional | Links the case to a work order. | Use when the case relates to technical service. | May depend on an order. |
| Description Required | Complete initial report. | Explain what happened without unnecessary detail. | Use objective facts. |
4. Interactions, tasks and satisfaction
Inside the case, record each contact and the next action.
| Field | What it is / why it exists | What to enter | Example / rule |
|---|---|---|---|
| Channel When applicable | How the contact happened. | Choose Internal, E-mail, Phone, In person or Portal. | Supports history. |
| Internal note Optional | Marks a record that is not customer-facing. | Use for permitted internal notes. | Avoid unnecessary sensitive data. |
| Record / content When applicable | Text of the interaction. | Describe the fact and guidance given. | Be objective. |
| Task title When applicable | Next action required. | Use an action phrase. | Example: Call customer. |
| Task assignee Optional | Person who will perform the action. | Select the user. | Avoids ownerless tasks. |
| Due date Optional | When the task should be completed. | Enter when there is a deadline. | Date/time. |
| Final status When applicable | Indicates whether the case was resolved or closed. | Choose when ending the case. | RESOLVED / CLOSED. |
| Resolution summary When applicable | Explains how the issue ended. | Write the final solution. | Useful for history and recurring issues. |
| CSAT Optional | Customer satisfaction score from 1 to 5. | Record only the customer's answer. | 1 to 5. |
| NPS Optional | Recommendation score from 0 to 10. | Record only the customer's answer. | 0 to 10. |
5. Logistics: field by field
Logistics tracks picking, packaging, shipping, pickup, tracking and returns.
| Field | What it is / why it exists | What to enter | Example / rule |
|---|---|---|---|
| Method Required | Indicates store pickup or delivery. | Choose according to the promise to the customer. | Pickup / Delivery. |
| Channel Required | Origin of the operation. | Choose BACKOFFICE or POS as appropriate. | Supports origin traceability. |
| Recipient name When applicable | Name of the person receiving/picking up. | Enter the correct name. | Used for delivery/pickup. |
| Pickup location When applicable | Where the customer will collect the order. | Enter store/counter when method is pickup. | Example: Downtown Store. |
| Delivery address When applicable | Destination of the shipment. | Enter the structured address expected by the operation. | Required for delivery according to rules. |
| Quantity Required | Physical quantity to fulfill. | Enter what will be picked. | Do not exceed the authorized quantity. |
| Weight When applicable | Package weight. | Enter in kg when needed for quote/shipping. | Example: 2.50. |
| Width / height / length When applicable | Package dimensions. | Measure in centimeters. | Used by carrier/rating. |
| Token validity When applicable | How long a pickup token remains valid. | Enter minutes according to policy. | Prevents late reuse. |
| Pickup token When applicable | Code presented to confirm pickup. | Enter/validate the generated token. | Single-use according to the flow. |
| Proof / event When applicable | Evidence or occurrence related to delivery. | Choose type and record the necessary detail. | Example: delivered, damage, absent recipient. |
| Return reason When applicable | Classifies why an item is coming back. | Choose/enter an allowed reason. | Keeps traceability. |
6. Picking and shipping
Picking is the physical verification of what will leave the company.
- Open the order/shipment.
- Check each item.
- Enter the quantity actually picked.
- Prepare the packages.
- Enter weight and dimensions when required.
- Choose quote/carrier service when used.
- Generate labels and release shipping.
- Track shipment events.
How to know it workedThe order shows picked items, prepared packages and a logistics status that matches the completed stage.