National Account Research

National Account Research

After an email is sent to  PREPROD_National_Account_Research@cinchpreprod.zohodesk.com  or  SHW-BOPARTS@cinchpreprod.zohodesk.com  , a case is created in ZOHO. Follow the steps below to open, review, and close the case in ZOHO. 

Note : The category and sub-category in the ZOHO case depends on the subject line of the email that was sent to the Parts Research Team . 

If the subject line in the email is:
The Category in ZOHO is assigned as:
The Sub-Category in ZOHO is assigned as:
NLA
Sears Parts Request
NLA
SEARS Recommends Replacement
Sears Replacement Request

SHW - Boparts
Sears Parts Request
Back Order

1. Go to ZOHO and click  CASES .
2. Click  Views  and select  My Open Cases .
NOTE : Star any view to make it a favorite under  Starred Views .


3. Open a Case to review and process. Cases at the top are the oldest.
NOTE : Use the Conversation tab to see the email received. 


4. Link the case to a Service Request parent ticket:
  1. Open a duplicate ZOHO desk tab.
  2. Click the  Search  icon.
  3. Enter the parent Service Job number.
  4. Open the parent case. The parent case should be titled  Service Request Warranty .
  5. Copy the Case ID number.
  6. Go back to the child case in the original ZOHO tab.
  7. Paste the parent Case ID in the  Parent ID  field.
  8. Click  Save .

5. Create the Research Request task in ZOHO.
  1. Go to the Activities tab
  2. Click the  Add  button.
  3. Select  Task . 


  1. Place the job number in the subject field.
  2. Select  Research Request Task as the Escalation Type.
  3. Select the customer in the  Order Source  field.
  4. Select the Distributor.
  5. Enter the Purchase Order number from Service Bench.
  6. Click  Submit .

6. Work the case by locating the job in Service Bench and using the details provided.
NOTE : Download any attachments sent and upload to the attachments tab in Service Bench.

7. When the case is ready to be closed, return to ZOHO and click  reply  in the  Conversations  tab.


  1. Ensure the outgoing 'from' field is the National Account Research email address.
  2. Ensure the outgoing 'to' field is the customer's email address.


8. Click the  template  icon to select the appropriate template from the National Account Research template dropdown.


9. Change any yellow highlighted section of the template with the corresponding information.
10. Click  Send .
11. Change the status to  Completed .


12. Select the  Disposition  reason.
13. Click  Save .