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Odoo Training Part III: Understanding and Managing Stages

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Odoo Training Part III: Understanding and Managing Stages

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Stages in Odoo provide a structured process for managing cases through the recall process. They are crucial for tracking progress, reporting, and ensuring consistency in handling each customer’s journey. This training covers each stage’s purpose, how cases progress through stages, and the setup requirements on the Tracing Screen. Additionally, we’ll go over a typical day for a call operator, demonstrating how these stages and tools fit into daily workflows.

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1. What is the purpose of using stages in the recall process?
To ensure cases are closed within a day To prioritize customers based on geographical location To pull reports and measure the recall's progress To track the time it takes for each customer interaction
2. What does the stage "New" indicate?
The customer information is incorrect Initial customer contact or setup of a new case The recall process has been completed Additional follow-up is needed
3. Which stage involves coordination for site visits, inspections, or isolation?
New Investigation Scheduling In Remediation
4. What does the "Completed - DSW" stage specifically indicate?
The recall is completed, but it awaits thermal incident results The customer was unreachable The case is out of recall scope The customer needs further investigation
5. When a case is classified as "Out of Scope," what does it mean?
No contact was made with the customer The case does not qualify under the recall or needs no action The recall process has been finished and closed The case requires an immediate response
6. In the "Investigation" stage, what is the primary task?
Scheduling a technician for a site visit Verifying customer contact and recall eligibility Locating or identifying the customer for further information Closing the case
7. What is the first thing a call operator should do upon logging into Odoo each day?
Begin making outbound calls Check notifications to see if anything new came in overnight Update all cases to the “Completed” stage Assign tasks to other team members
8. When reviewing activities for the day, what should a call operator prioritize?
Completing all activities due that day Only completing activities marked as “No Response” Moving all cases to the "Completed" stage Responding to emails only
9. How does the Tracing Screen help a call operator in their workflow?
It automatically filters assigned tasks by response requirement It shows only completed cases It prioritizes cases with the shortest response time It displays cases only assigned to the team leader
10. What should a call operator do when they see a case in the Tracing Screen that requires a response?
Ignore it and move to cases that require no response Review the case to determine if a follow-up call or email is needed Assign the case to another team member Immediately mark the case as "Completed"
11. At what point does a case move from the "Tracing" to the "Verification" stage?
After all customer information has been verified and collected When the customer requests an update When no serial number is provided When the case has been completed
12. What should a call operator do after completing tasks marked "Yes" on the Tracing Screen?
Notify the team leader that they are available for contact tracing Reassign all tasks to another team member Immediately log out of Odoo Skip to tasks marked "No" without follow-up
13. If a customer cannot be reached after multiple attempts, what stage should the case move to?
In Remediation Non-Contactable Completed Investigators
14. During the "In Remediation" stage, what type of work is being done?
Follow-up calls Initial customer contact Actively confirming and paying compensation Assigning new tasks to other teams
15. When handling cases marked "No" in the Tracing Screen, what should the call operator check for?
Missing information or if the stage needs to be changed If the case is complete and can be deleted The customer’s approval to close the case Assigning it to another team leader
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