The objective of the Create Customer Problem Report process is to create a new customer problem report.
A new customer problem report may be created as a result of customer contacts indicating a problem with their purchased product offerings or, at the request of analysis undertaken by other processes in the CRM or SM&O horizontal process layers, which detect a failure or degradation which may be impacting customers.
These processes are responsible for capturing all the necessary customer information to be included in the new Customer Problem Report.