SP Under Review

SP Under Review

After a Service Provider agent creates a Under Review claim in Service Bench, a service job task is automatically created in ZOHO. The claim status is Under Review . The service job task is assigned to the Support Services team . 

1. Go to the ZOHO toolbar and click Activities .
2. Click Tasks on the left column and select My Open Tasks .
Note : Star any view to make it a favorite under Starred Views . 

Note : Filter the tasks by clicking the ellipsis  (...) button and sorting by date to show the oldest task first.


Note: Agents can also locate a task by clicking the expand button on the top menu in ZOHO > Kanban Task Board > My Tasks

3. Locate and open the SP Under Review Claim (oldest first). 


4. Copy the Service Job number in ZOHO. Return to ServiceBench and paste the number in the search field to pull up the service job. 
  1. Perform all research and update notes/comments within ServiceBench. Continue to use the current resolution tools to process the claim.
5. When the task is complete, approve or reject the claim in ServiceBench. 
  1. When the Claim is Approved in ServiceBench, the task status updates to Completed in ZOHO. The claim status also updates to Approved in ZOHO
  2. When the Claim is Rejected  in ServiceBench, the task status updates to  Completed  in ZOHO. The claim status updates to  Rejected  in ZOHO. 


Claim Error Message

If there is an error on the claim and the claim cannot be rejected or approved:
1. Continue to use the current resolution tools to process the new claim in ServiceBench. 
2. Go to Zoho and mark the task as  Complete  in the task status field.
Note : This is the only time the task will be updated in ZOHO.

3. After updating the existing ZOHO task to  Complete , the claim status remains as is. 

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