Call Log Activity: Customer Service

Call Log Activity: Customer Service

A Call Log Activity is entered in Zoho at the end of every customer interaction when there is a customer account in our system.

There are 2 locations to enter a Call Log Activity based on the reason for the call:
  1. Service Job Related Calls: Create the log inside the Case.
  2. Non Service Job Related Calls: Create the log on the Customer Contact Page.

Service Job Related Call

When the call is related to a Service Request, make sure you are inside the Case housing the Service Request.
  1. Click the Activity tab.

  2. Hover over the Add Icon, then select Call.

  3. Select a Call Category based on the reason for the call.
    1. The Call Sub Category will update based on the Call Category selection.
  4. Select a Call Sub Category based on the reason for the call.
  5. In the Subject field, enter the letter a.
    1. After submission, the Subject field auto-populates with a standard entry based on the Call Category , Call Sub Category , and Item as applicable.
  6. Click the Calendar Icon in the Start Time field.
    1. Select Current Month
    2. Select Previous Day
    3. Click Set
  7. In the Duration field, enter a 1.
  8. Click Submit.

Non Service Job Related Call

When the call is not related to a Service Request, such as for coverage questions, billing etc., go to the Customer Contact Page (not inside the case).
  1. Click the Activities tab.

  2. Hover over the Add Icon, then select Call.
  3. Select a Call Category based on the reason for the call.
    1. The Call Sub Category will update based on the Call Category selection.
  4. Select a Call Sub Category based on the reason for the call.
  5. In the Subject field, enter the letter a.
    1. After submission, the Subject field auto-populates with a standard entry based on the Call Category , Call Sub Category , and Item as applicable.
  6. Enter the Description: Copy and Paste CEC Note here.
  7. Click the Calendar Icon in the Start Time field.
    1. Select Current Month
    2. Select Previous Day
    3. Click Set
  8. In the Duration field, enter a 1.
  9. Click Submit.

Category & Sub Category Options

Review the Zoho Reasons/Call Categories and Sub Reasons/Sub Call Categories article to select the most appropriate Category and Sub-Category related to the reason for the call.
Info
If more than 1 apply, enter a Call Log for the highest priority reason.
Example: Customer called in the initiate a service request and follow up on a pending service report.
Enter a Call Log for CS-Service Job Management: Pending Service Report


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