New/Update Parts Request - Research Request
After a Part Order Request was created in Service Bench, a service job task is automatically created in ZOHO. The service job task is assigned to the Research Request team .
1. Go to ZOHO and click Kanban Task Board .
2. Find all agent assigned tasks in the agent queue.NOTE : Clicking on ALL TASKS displays all tasks assigned to the team. Clicking on MY TASKS displays all tasks assigned to the agent.NOTE : Agents can also locate an assigned task by clicking the Activities tab at the top of the screen > clicking the My Activities filter > selecting My Open Activities.3. In the agent queue, select a service job with New/Update part .
4. Copy the Service Job number from the open task and go to Service Bench.5. Pull up the Service Job, review the details, and work the task.6. Add a note to the comments in Service Bench.7. Complete the task in ZOHO when complete.
NOTE : If a Service Order has multiple Parts Requests, all the Parts
Requests are grouped together in a single task. ZOHO checks if there is an
existing task for the Part Request and updates the same task.
End Process
Related Articles
Research Escalations
After a Research Escalation is created in Service Bench, a service job task is automatically created in ZOHO. The service job task is assigned to the Research Review team. 1. Go to ZOHO, click the expand button, and click Kanban Task Board . 2. ...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 ...Order Equipment
Order Equipment Task After an Order Equipment exception is created in ServiceBench, a service job task is automatically created in Zoho. The service job task is assigned to the Parts Research team . 1. Go to Zoho and click Kanban Task Board . 2. ...Back Order NLA
After a Back Order NLA is created in Service Bench, a service job task is automatically created in ZOHO. The service job task is assigned to the Research Review team . 1. Go to ZOHO, click the expand button, and click Kanban Task Board . 2. ...Entering A Service Report
In order to enter a Service Report, the Service Job Status must be in Accepted status. In some cases, the Service Job Status may show as New. If this happens, the Authorization Agent will need to advise the Service Professional to change the status ...