1. Procedures
Introduction

2. What exactly is the question / complaint / comment about?
Follow the procedure!
Find the right procedure. Can you answer or follow all questions / steps in the procedure?
Yes
Then you have all the information at your disposal to carry out this procedure and to provide the customer the correct solution. No
Then it is important that you collect all the information that you are missing before you can actually follow the procedure and provide the customer a solution.
Knowledge Bank
Money> Promotions - Technical> Exceptions - Quality / Logistics / Product info> Production.
What exactly is the question / complaint / comment about?
Money - Technical - Quality / Logistics / Product info.

3. Help resources! Knowledge Bank. Website. Macros. Backoffice.
Discountcode view.
Contact history.
Colleague.
Oracle.