SMS Triage Task Creation

SMS Triage Task Creation

SMS Agents will create Zoho Triage Tasks for the 2 main reasons listed below:
  1. Identify missing/NLA parts from Sears
  2. Get appointment scheduled with Sears when customer has received all parts needed for the repair
These tasks MUST be assigned to CS Triage Team > Krystle Dendy. Not doing so will cause the task to not show up in the queue which will further delay the Service Job!

Create Task

  1. Click Activity within the Service Request.
  2. Hover over Add Activity, then select Task.

  3. Complete the required task fields:
    1. Subject: 
      1. SMS / <SJ # / Item> - <Reason for task creation>
      2. Example: SMS / SCCS53F5126-2 / St Cool Split - Delay in Parts
    2. Priority:
      1. Select High or Normal
    3. Status:
      1. Leave in Not Started
    4. Task Type:
      1. Select Triage
    5. Task Owner: 
      1. Click dropdown, then click Teams
      2. Enter CS Triage Team
      3. Hover over CS Triage Team selection and click Agent Icon

      4. Select Krystle Dendy

    6. Resolution Reason:
      1. Select appropriate resolution
      2. Remove None

  4. Scroll down to the T1, T2, T3 Triage section.
  5. Complete the required task fields:
    1. Initial Review:
      1. Enter Ongoing
    2. Reason for Delay:
      1. Select best match for call
    3. Triage Reason:
      1. Select SMS
      2. Remove None

  6. Click Submit.
  7. Copy the ServiceBench note, including what actions need to be taken, and paste in the Zoho Comments.


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