How to Submit a CIR |
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If you are a Salesforce user
- From Customer Support console, select the Customer Support navigation item and press New. (See slide 4 in CIR Salesforce Submitter Training.)
- From Service console, from an existing case, select Feed, then Create New Customer Support (CIR), and select Record Type from the drop down. (See slide 9 in CIR Salesforce Submitter Training).
- From Sales Lightning console, select the Contacts navigation item and search for the contact. Then, click on the New CIR Case button. (See slide 14 in CIR Salesforce Submitter Training).
If you do not have have a Salesforce license
- Please provide all of the required information in an email to cir_feedback@keysight.com and we will log the case on your behalf.
If you have any questions about submitting, please email cir_feedback@keysight.com.
Learn How To Submit A CIR From Salesforce
Required Information When Submitting A CIR By Email
If submitting a CIR by email, you must include all the required information.
Required Information | Valid Selections |
Issue Type | Hardware, Software, Parts, Situational, Solution |
Case Type | Standard, OBE, Parts |
Case Level | 1st Level Escalation, Issue/Inquiry, Suggestion/Request, FYI |
Company Name | For specific region and country |
Contact Name | |
Contact Email | |
Okay to contact Customer? | Yes or No |
Customer Communication Preference | Email, Phone, Customer Interface Owner |
Customer Interface Owner (CIO) | Email address |
Problem Summary | |
Problem Description | |
Product Model # | If applicable |
Product Line | If applicable |
Serial # | If applicable |
Asset # | If applicable |
Part # | If applicable |
Quantity | If applicable |
Root Cause Requested? | Yes or No |
Requested Participants | Email address of each participant |