H3CCRM系统操作指导手册文档秘级：内部公开文件名称Document：【H3CCRM系统操作指导手册】文件编码ReferenceNo.：【STS/ST-01/W06】版本Version：【V1.0】业务类别BusinessCategory：生效日期EffectiveDate：业务模块BusinessModule：拟制责任人Preparedby：【宋斌】业务小类SubCategoryofBusiness：文件审核人Reviewer：【汪军】操作指导责任人ProcessOwner：【李劲松】角色Role：【办事处/L1/L2/L3工程师】涉及部门CorrelativeDEP：全球技术服务部涉及的IT系统：CorrelativeITSystem：【CRM系统】操作指导概述SummaryofWorkInstruction概述Summary：CRM（CustomerRelationshipManagement）是H3C的客户问题管理系统：通过WEB方式（）为客户提供问题反馈接口：工程师通过该系统受理、记录、跟踪、解决所有的客户问题。操作指导说明（可附屏幕的贴图说明）DescriptionofWorkInstruction详见目录以下部分H3CCRM系统操作指导手册文档秘级：内部公开目录1进入系统..........................................................................................................................31.1用户登录.......................................................................................................................31.2找回密码.......................................................................................................................41.3系统主页面及功能.......................................................................................................42问题单创建.......................................................................................................................52.1进入新建问题单页面...................................................................................................52.2新建问题单...................................................................................................................63问题单处理.......................................................................................................................93.1修改问题单...................................................................................................................93.2受理问题单.................................................................................................................103.3更新处理进展.............................................................................................................103.4申请补充信息.............................................................................................................133.5补充信息.....................................................................................................................133.6升级退回.....................................................................................................................143.7升级研发.....................................................................................................................153.8整理研发方案.............................................................................................................173.9提交解决方案.............................................................................................................183.10实施反馈.................................................................................................................193.11问题单挂起.............................................................................................................203.12升级........................................................................................................
