Customer Under Review-Pending Decision

Customer Under Review-Pending Decision

When a Claim has been in Under Review status with a Claim Credit on hold over 90 Days, a task is created in Zoho and assigned to the Customer Under Review-Pending Decision Queue. When working the task, be sure to review all history of the Service Job to verify no action has been taken by the customer, then follow the process to complete the task.
  1. In Zoho click Activities .
  2. Select My Open Tasks under Tasks .
    1. Click Tasks on the left Navigation Panel
    2. Locate My Open Tasks under All Views

    3. Filter tasks by clicking the Ellipsis (...) button and sort by Created Date to show the oldest task first

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

      3. Agents can also use the Kanban Dashboard to locate Tasks by clicking the Expand button on the Top Menu , selecting Kanban Task Board , then selecting My Tasks
  3. Once filtered (oldest on top), click the top Task to open.
  4. Copy the Claim Number/Service Job Number then swivel to ServiceBench .

  5. Locate the Claim/Service Job in ServiceBench .
  6. Review the Service Job history to verify no customer decision has been documented and that this is not a duplicate claim.
  7. Once all the required information is obtained, Approve or Reject the claim based on the findings.
    1. If the Service Provider needs to be paid for the Diagnosis , create a new claim for the Service Call Fee and Approve
    2. Notate the Service Job
  8. In Zoho the status will automatically update to Completed.
    1. If the Claim was Approved , the Claim Status will update to Approved and the Subject will now read Claims-Approved
    2. If the Claim was Rejected , the Claim Status will update to Rejected and the Subject will now read Claims-Rejected



    • Related Articles

    • SS Claim Credit Review

      After a SS Claim Credit Review task is created in Service Bench, a service job task is automatically created in ZOHO. The service job task is assigned to the Client  Support team .  1. On the ZOHO toolbar, click the expand button, and select   Kanban ...
    • Replacement Deductible - SP Will Collect - Claim Credit and Cap

      Cinch P3 contracts May require a Replacement Deductible for specific items being replaced rather than repaired. When the Service Type field in SB is updated to Replacement, this begins the Replacement Deductible process: An Email and Text is ...
    • SP Under Review

      After a Service Provider agent creates a Under Review claim in Service Bench, a service job task is automatically created in ZOHO. The claim status is Under Review . The service job task is assigned to the Support Services team .  1. Go to the ZOHO ...
    • Decision Desk

      Agents are required to call the Decision Desk when the Agent or Service Provider feels that the job should be denied. DO NOT call the Decision Desk if there is a long hold for a specialist. This line needs to remain open for all recommended denials ...
    • Claim Escalations

      When a Service Provider enters an Escalation in the ServiceBench Claim, a task is created in Zoho and assigned to the Service Pro Escalations Queue . When working the Task, be sure to review the escalation reason then follow the process to complete ...