White Glove | Sam's Club, Long & Foster, TXU Warranty & Progressive

White Glove | Sam's Club, Long & Foster, TXU Warranty & Progressive

When a service request is created for an enhanced service warranty, a Case is created in Zoho and assigned to the White Glove Backlog (Queue). Queues are lists of Cases or Activities (e.g., tasks, calls, and events).   The White Glove Team is currently assigned to the following enhanced warranty types:
  1. Sam's Club
  2. Long & Foster
  3. TXU, and
  4. Progressive.
While navigating Case Views, you may notice a  Delete  option. Do not delete case views or cases. See your Supervisor for assistance.
    When working on White Glove cases, follow the existing operating procedures within the department: 
    1. On the Zoho Toolbar , click  CASES   module.
    2. On the left panel, click  Views section, then click  All Views , and click  My Open Cases .
        1. My Open Cases  shows cases with  Open  status. 
          To view all cases with any status, open  My Cases . 
        2. Once a case status is changed from Open to any other status,
          the case will appear in My Cases  and your personal Custom View. 
        3. Add My Open Cases to Starred Views (Favorites):
          Open My Open Cases view, at the left of the title, click the empty 
          Star  to add to your  Starred Views  (favorites).
    3. Click the top  Case  to open it.
      1. Typically you will start your day with the oldest case first. 
    4. Update the required fields:
      1. Status : if necessary.
        Use Open and Completed . Do not use Escalated or Closed.
        You can choose the same status each day. 
      2. Status Reason Code
    5. Swivel to  ServiceBench  and locate the  Service Job  using the  Service Job Number .
      1. Perform all research and resolution within ServiceBench.
        Review the  Service Job  history, determine the escalation reason and resolve using details provided.
      2. Add Comments and Attachments in ServiceBench.
        If no action is required, Agent must still leave a comment. 
      3. Copy and Paste Comments from ServiceBench into Zoho. 
    6. Swivel back to  Zoho  to complete the White Glove Case.
    7. Update the Status: Complete .
      1. Do not click Close Case to complete the case
      2. Update Impact to Severity
        Use to record additional funds paid to the customer (dollar amount)
      3. Enter the  Resolution Reason , then click  Save .

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