Autho Job Follow up

Autho Job Follow up

After a Autho Job Follow Up task is created in Service Bench, a service job task is automatically created in ZOHO. The service job task is assigned to the  Authorizations Support team . 

1. On the ZOHO toolbar, click the expand button, and select   Kanban Task Board .


2. Find all agent assigned tasks in the agent queue.
NOTE : Clicking on  ALL TASKS  displays all tasks assigned to the team. Clicking on  MY TASKS  displays all tasks assigned to the agent. 
NOTE :  Agents can also locate an assigned task by clicking the Activities tab at the top of the screen > clicking the  Tasks  filter > selecting  My Open Tasks.

3. In the agent queue, select a service job with the  Autho Job Follow Up.
4. Copy the Service Job number from the open task and go to Service Bench.
5. Pull up the Service Job, review the details, and work the task. 
6. Add a note to the comments in Service Bench.
7. When finished, update the exception in Service Bench to  Complete .
8. ZOHO task status automatically updates to  Completed . 

Medical Emergency and Emergency jobs
If contacting the customer is unsuccessful:
1. After first attempt - update the exception status in Service Bench and ZOHO to Follow Up. 
2. After second attempt - update the exception status in ZOHO to Follow Up 2.
3. After third attempt - update exception status to Completed in Service Bench. 
End Process


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