Customer Options Email: Credit/Buyout

Customer Options Email: Credit/Buyout

When a customer responds to the Claim Options email accepting the Claim Credit/Buyout, a Case is created in Zoho and assigned to the Customer Option Email Queue. When working the Case, be sure to review the response as well as the Service Job history to verify it has not already been updated, then follow the process to complete the case. 
  1. In Zoho click Cases .
  2. Select My Open Cases under Views .
    1. Click Views
    2. Locate My Open Cases under All Views

      1. My Open Cases will only show cases in an Open status. To view all cases regardless of status, select My Cases
      2. Click the Star next to My Open Cases to add to your Starred Views (favorites)

  3. Click the top Case to open it. 
  4. Click the Conversation tab to open email and review.

  5. Link the Case to the associated Service Request Parent Ticket.
    1. Locate the Service Job Number within the email
    2. Open a duplicate Zoho Desk tab
    3. Click the Search icon and enter the Service Job Number
    4. Open the Service Request (Parent Ticket)
    5. Copy the Case ID number
    6. In the Customer Option Email Case (Child Ticket), paste the Parent Ticket Case ID number into the Parent ID field
    7. Click Save

  6. Swivel to ServiceBench and locate the Service Job using the Service Job Number .
  7. Click the Claim hyperlink in ServiceBench .

  8. Approve the Claim for the Claim Credit Amount.

  9. Complete the Service Job .
    1. Verify Service Type has Replacement selected
    2. Update the Sub-Status to Claim Credit Accepted
    3. Click Complete

  10. Swivel back to Zoho to reply to the email.
    1. Click on the Conversation tab
    2. Hover over the Blue Arrow icon
    3. Click
      Reply
    4. Select the Claim Credit Template

    5. Update the template with customer specific information
    6. Verify the From field shows the Customer Options email address
    7. Verify the To field shows the Customers' email address
    8. Click Send

  11. Click the drop-down arrow under Status and select Completed .
  12. Remove None from the Resolution Reason and select Claim Credit Processed .
  13. Click Save .