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Authorizations | Dispatch | Parts Sourcing | Support ServicesZoho Activities
Case, Task, and Call Log Activities in Zoho
Recent Articles
Zoho Reasons/Call Categories and Sub Reasons/Call Sub Categories
The following Zoho Reasons and Sub-Reasons are used when creating a Call Log Activity or a Task/Case. NOTE: In Call Log Activity these fields will be called ‘Call Category’ and ‘Call Sub Category’ These are the main 7 Reasons/Call Categories: Account ...Zoho Research Request Quick Reference Guide
Locate the Research Request in Zoho Open customer Service Request Click Activity Tab Look for the Research Request task Check the circle: RR: Not assigned yet Initials: Assigned Research Agent Review Status Not Started: In queue, not touched yet In ...Travel Fees (Assessment & Approval)
Check Master Coverage if already assigned Travel Fee = (Mileage One-Way x 2) - 50 Does the quoted fee include round trip travel? Can SP transport parts with them to avoid extra trips? Was distance verified via mapping tools? Example: If one-way ...Service Job Delays
Cinch Delays For additional details, CLICK HERE SP Assignment Delay Job created with no SP assigned Attempt Service Locator If none, follow APO rule If refused, send back to dispatch Research Delay Parts NOT in research queue Escalate: "Research ...Equipment Return, Portables & PMs
Equipment Return & Restock Required Call Disclosures Replacement and Buy-Out options explained clearly Customer advised to review all attributes: Size/Dimensions Color Fit and installation requirements Agent advised: Cinch is not responsible for ...
Popular Articles
Goodman Home Warranty
Cinch and Goodman have partnered to offer Goodman customers a customer centric home warranty program, branded Goodman Home Warranty. Goodman will also send out their own technicians to service specific appliance brands, only in the specific zip codes ...Parts Procurement Note Template
These Note Templates are used when a Parts Procurement job needs to be created due to Sears, GE, or Whirlpool not being able to locate the needed part, the part was NLA through their suppliers, or are recommending a replacement. Customer Service ...Part Line Statuses
When a customer calls in to follow up on the status of an ordered part/replacement, the agent will need to review the Service Job to verify where the part is coming from, if it has been ordered yet, and if there is an ETA to give. Who is supplying ...GE Appliance Service Requests
Cinch has entered into a partnership with GE to better service our customers. GE will service our customer's GE brand appliances, which means that they will benefit by being served by only the highly trained, registered, GE Technicians and enjoy ...Research Escalation: Creating Exception
The Research Escalation Exception is created when there is an escalated research request. Creating this exception notifies Parts Sourcing to review the request at a higher priority. This exception is ONLY to be created by Escalations, Authorization ...