Entitlement Override

Entitlement Override

There are two use cases for overriding entitlement in Zoho Desk when creating a Service Request for a customer. The first is when initiating service on an inactive or expired contract, and the second is when resolving item-based entitlement errors. Both use cases will require action from both a Customer Service Representative and a Supervisor.

Initiate Service on Inactive or Expired Contract

When a contract is inactive or expired, the Initiate Service button is replaced with an Override Entitlement button. A Supervisor must complete the override prior to the Customer Service Representative initiating service.

Customer Service Representative

  1. Follow standard procedures to determine whether an entitlement override is required.
  2. Contact Supervisor and request an entitlement override.
  3. Provide Supervisor with Customer Name and Contract Number.

Supervisor

  1. Use provided customer information to open customer's contract.
  2. Click Override Entitlement.
  3. Choose applicable reason from Entitlement Override drop-down list.
  4. Click Confirm to create a case.
  5. Notify Customer Service Representative the override is complete and provide the new Case Number.

Customer Service Representative

  1. Receive confirmation from Supervisor of entitlement override.
  2. Use provided Case Number to locate and open the case in Zoho Desk.
  3. Proceed with entering the service request.

Resolve Item-Based Entitlement Errors

Representative requesting an override

  1. Follow standard procedures to determine whether an entitlement override is required.
  2. Contact Supervisor and request an entitlement override.
  3. Provide Supervisor with the Zoho Desk  Case Number.
  4. Once the override is complete, refresh the page.

Supervisor

  1. Use provided Case Number to open the appropriate case.
  2. Edit the following fields in the Case Details pane and click Save:
    1. Entitlement Override Flag:
      1. Set to True
    2. Entitlement Override Reason:
      1. Choose an applicable reason from the Override Reason drop-down list.
  3. Click Save.
  4. Notify the Representative the override is complete.

Representative Refresh

  1. Receive confirmation from Supervisor of entitlement override.
  2. Click Service Request to refresh the case in Zoho Desk.
  3. Proceed with entering the service request.


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