About Product Evaluation

When a complaint is created, details of the problem encountered by the customer is stored as events. When the complaint is promoted to the In Process state, an evaluation object is created automatically.

The complaint investigator verifies if evaluation is required for the complaint. If evaluation is required, the investigator evaluates events and provides the results of the evaluation. After the results are recorded, the investigator completes the evaluation. If the details of the complaint are similar to a complaint with a completed evaluation, the investigator can add the completed evaluation to the complaint.

If an event contains multiple derived events, the investigator can evaluate each derived event.

The life cycle of a complaint consists of three states. In each state you can perform multiple actions based on your role and access permissions.

The evaluation lifecycle consists of the following states.

• In Process: In this state you can transfer, modify, and delete the evaluation, remove evaluation requirement, and promote it to Review state.
• Review: In this state, you can modify and complete the evaluation, and remove evaluation requirement.
• Complete: In this state, you can reopen the evaluation.