Tier 2 Task Creation

Tier 2 Task Creation

Tier 2 (T2) Agents will create a Zoho task when a call is received to keep a record of the types of escalations and resolutions taking place. It is imperative to create each task AFTER each call to get the reason behind the escalation in order to pinpoint process improvements for customer experience and technical/business advancements.

Create A Tier 2 Task

When a customer is calling in on a specific Service Request, the agent will create the task on that Service Request within the Case.
Enter your Tier 2 Task at the END of the customer interaction.
  1. On the Zoho Toolbar, use the Search icon and enter the Service Job Number. Select the Service Request to open.


  2. Click Activity within the Service Request.
  3. Hover over Add Activity, then select Task.
  4. Complete the required task fields:
    1. Subject
      1. <Site> T2 <Username>
      2. Example: Captive T2 jgilliland
    2. Status
      1. Leave in Not Started
    3. Task Type
      1. T2
    4. Escalation Type
      1. Live Transfer
      2. Customer Service Overflow
        1. Use only when a regular Customer Service call comes through
      3. Receptionist Call
        1. Use only when a receptionist call requiring transfer to another department comes through
    5. Task Owner
      1. Click dropdown, then click Teams
      2. Enter T2
      3. Hover over T2 selection and click the Agent icon

      4. Select your name to self-assign


    6. Resolution Reason
      1. Select appropriate reason
      2. Remove None
    7. Escalation Reason
      1. Select appropriate reason
    8. Escalation Sub Reason
      1. Select appropriate reason
    9. Service Job ID
      1. Enter Service Job Number



  5. Click Submit. The task will auto-complete and be saved to your task list.
  6. Go back to Activities to verify complete status.

T2 Live Transfer From Membership

If a call is received from Membership Services/Retention regarding a customer’s claim and they are threatening to cancel if not handled, follow normal Task Creation and include the additional steps located in the T2 Live Transfer from Membership Services article.

Create Task in Customer's Account | No Case

When a customer is calling in but there is no case associated with the call, the agent will create the task in the Customer Account.
  1. On the Zoho Toolbar, use Find to locate customer by Contract Number or Property Address. Select the Customer Record to open.
  2. Click Activities within the Customer Account.
  3. Hover over Add Activity, then select Task.

  4. Complete the required task fields following steps 4-6 for creating a T2 Task with the following exception:
    1. There will be no Service Job ID, instead enter the Contract Number in the Contract Number field

Create Task | No Customer Account, Service Request, or Case

When a call is received but the caller does not have a Cinch Warranty or the call disconnects/nobody on the line, the agent will create a task without any link to a customer or case.

Ghost Calls, Call Disconnects

  1. On the Zoho Toolbar, click the dropdown arrow next to the Plus Sign, then select Task.

  2. Complete the required task fields following steps 4-6 for creating a T2 Task with the following exception:
    1. Escalation Reason
      1. Call Disconnected
    2. Escalation Sub Reason
      1. Dead Air

Customer Does Not Have Cinch Product

  1. On the Zoho Toolbar, click the dropdown arrow next to the Plus Sign, then select Task.

  2. Complete the required task fields following steps 4-6 for creating a T2 Task with the following exceptions:
    1. Description
      1. Customer does not have Cinch Product
    2. Escalation Reason
      1. Call Misrouted
    3. Escalation Sub Reason
      1. Transferred to another Cinch Department

T2 Creates T3 Task

If the customer's issue requires Tier 3 follow up and resolution, the agent will create a T3 Task.
All California residents that escalate to Tier 2 must go to Tier 3.
  1. Create the task using one of the methods previously shown.
  2. Complete the required task fields:
    1. Subject
      1. T3, <Customer Name>, <Contract Number including renewal year>
    2. Task Type
      1. T3
    3. Task Owner
      1. Click dropdown, then click Teams
      2. Enter T3
      3. Click T3 selection to assign to the team.
        1. DO NOT assign to an individual agent, ONLY assign to the team.
    4. Escalation Reason
      1. Select appropriate reason matching the T2 selection
    5. Escalation Sub Reason
      1. Select appropriate reason matching the T3 selection
    6. Service Job ID
      1. Enter the Service Job Number
    7. Trade
      1. Select the Trade
    8. Product Line
      1. Select the Item




  3. Click Submit. The task is saved in the T3 team task list.


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