Executive Escalations

Executive Escalations

An Executive Escalation is created when a customer requests a call back from a Cinch Executive. An email is sent to the Executive Escalations email inbox, a case is created in Zoho. Direct Assignment is utilized to assign the Executive Escalation to a specific agent working the Executive Escalations queue. Currently, Round Robin is not utilized to manage cases.

While navigating Case Views, you may notice a  Delete  option. Do not delete case views or cases. See your Supervisor for assistance.

Open Cases

  1. On the  Zoho Toolbar , click  CASES .
  2. On the left panel, click  Views  section, then click  All Views , and click  My Cases .
      1. My Open Cases  shows cases with an  Open  status. 
        To view all cases with any status, open  My Cases . 
      2. Once a case status is changed from Open to any other status,
        the case will appear in  My Cases  and your personal Custom View. 
      3. Add  My Open Cases  to  Starred Views  (Favorites):
        Open My Open Cases view, at the left of the title, click the empty 
        Star  to add to your  Starred Views  (favorites).
  3. Click the top  Case  to open it.
    Typically you will start your day with the oldest case first. 
  4. Update the following required Zoho fields.
    1. To continue working on the case, change Status : In Progress.
    2. To close the case, change Status : Completed and update the Resolution.
  5. Swivel to  ServiceBench :
    1. Perform all research and resolution within ServiceBench.
      Review the  Service Job  history, determine the escalation reason, and resolve using details provided.
  6. Swivel back to  Zoho:
    1. Reply to Case Requestor:
      1. Open the  Case . 
      2. Click the  Communication  tab. 
      3. Click  Reply  All.
      4. Enter comments to Requestor and click  Send.
    2. Add Internal Private Comments (Optional):
      1. At the top right of the page click the  Comment  icon. 
      2. Paste your ServiceBench comment and click  Comment Private  button to save.
        Do Not make the comment Public.
    3. Add   Followers:
      1. Under the Case Subject click  Followers. 
      2. Enter the name of the case follower in the  Search Agent  field.
      3. Select the correct name from the list.
    4. Remove Followers:  
      1. Under the Case Subject click  Followers. 
      2. Current followers will be displayed.
      3. Hover over the agent name and click  Unfollow Case  (-).
  7. Ready to Complete? 
    Update the Status:  Completed .
    1. Do not choose  Close Case  to complete the case. 
    2. Select a  Resolution Reason , and then click  Save .

Create Signature for Email Replies

  1. On the  Zoho Toolbar , click  Setup  (gear) icon.
  2. Under the  Customization  section, click   Personal Settings.
  3. On the left panel under  Personal Settings , click  Preferences. 
  4. Scroll down to  Signature  and click  Add Signature.   
  5. Enter your personal signature and click  Save . 

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