Customer Service Documentation & Templates

Service Job Comments

Documentation is required for all customer interactions. Clear and complete documentation tracks customer care and expectations which results in efficient and consistent customer service. 

During an inbound call interaction, CXone will use AI-powered natural language to transcribe and summarize the conversation.

Auto summary will transcribe English and Spanish calls.

This tool helps us focus more on Active Listening and less on note taking to improve our HEART beat! 

The AI transcription will summarize your initial inbound (or outbound call if working off phone), but will not capture information from any other interaction like an additional outbound call or conference with another department.

Auto-Summary Process

When the call ends the Auto-Summary will populate inside the Outcome Disposition Popup in CXone.

Inside this window you will edit any necessary info before copying your summary and saving your documentation on the job or account.

You will not be able to select and save your disposition prior to the end of the call as the Auto-Summary will be generating during your interaction.

DO NOT select the Disposition and Save until after you have edited and copied your auto-summary note.

You must review the auto-summary for accuracy including the Caller's Name and Relationship when not the warranty holder, SP information, Initiation Type (PM, Recall, etc.), Details, Actions, etc. 

Make sure private information such as Personal/Medical Information and/or Credit Card information is NOT captured. 

Information you will be required to add:

1. Outbound Call Information and action taken
2. Conference or Transferred Call info
3. Job # info if applicable
4. Supervisor approval details
5. Escalation reason, SOS, etc

When highlighting your summary to copy, make sure not to Delete or the summary will be lost.

In CXone you will see a new Co-Pilot Tab which may include a Legal Disclosure and Customer Sentiment info.

This will not be used at this time. Please remember to click on your Screen-Pop tab to view the caller's details.

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If the Co-Pilot Tab does Not populate, an Auto-Summary will Not generate and you will need to manually document your interaction. 

When the Co-Pilot Tab is present, if the call is less than 45 seconds an auto-summary may not generate.

Technical Issues

​When to advise leadership of a problem:

1. No Co-Pilot Tab is present
2. Call was longer than 45 seconds and no summary was generated
3. Summary received but did not match the interaction

Service Initiation / General Inquiries / Follow Up Calls

Use the below note templates for Service Initiation, General Inquiries, and Follow Up Calls.

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SCENARIO	SERVICEBENCH FIELD	NOTE TEMPLATE
Warranty Service Request	Description	Warranty/Repair Service Request
Preventative Maintenance Service Request	Description	Preventative Maintenance Service Request
Reimbursement Service Request	Description	Reimbursement Service Request
Potential Recall	Description	Warranty/Repair Service Request. This is a recall service request and is covered under the workmanship guarantee.
	Special Instructions	This is a recall service request and is covered under the workmanship guarantee and requires Cinch Authorization review.
Multi-Item Service Job (All Items)	Description	Warranty/Repair Service Request. This request includes multiple items and will have related service jobs.
	Special Instructions	This request includes multiple items and will have related service jobs.
Grouping (Plumbing/Electrical)	Description	Warranty/Repair Service Request. This request includes multiple items listed on the same service job for the same service visit.
	Special Instructions	This request includes multiple items: <Item>, <Location>, <Problem> (List each individual item)
General Inquiry	CEC Notepad	Note Subject: Inquiry- <Insert primary item/subject> Second Box: Document full call interaction.
Auto-Summary Down (Manual Note Template)	Comments	Name: Reason: Details: Action: Closing:

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