This section provides overviews of the customer inquiries business process components, lists the forms associated with each business process component, and discusses the tasks associated with each business process component.

Handle customer inquiries business process component forms

The following table lists the forms that support the handle customer inquiries business process component. The table entries are organized by business process component task and then alphabetically by form name.

Note
Some forms in the following table require information or parameter settings to navigate to them.

Business process component task	Form name	Usage
Receive customer inquiries and prioritize	Start SLA time recording	Start the time recording for a service order against the service level agreement.
	Stop SLA time recording	Stop the time recording for a service order against the service level agreement.

Follow up on customer case	Stage reasons	View the history of reason codes for the stages of a service order.

Determine customer satisfaction level	Service orders	Create and maintain service orders.

Authorize customer returns	Accounts receivable parameters	Set the period of validity for return orders.
	Delete return orders	Delete multiple return orders simultaneously.
	Find sales order	Find the sales order with the items to be returned.
	Return orders	Create and handle return orders.
	Sales order	Provide information for return actions.

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