Zoho/Call Resolution Reasons
- Choose the reason that best aligns with the resolution of the interaction or escalation.
- Remove 'None' by clicking the red X.
Resolution Reasons
|
RESOLUTION REASON |
WHEN TO USE |
|
Added to DNC List |
Placed the customer on the do not contact/solicit list |
|
Assigned to APO |
Assigned service job to APO |
|
Cancelled Service Job |
Cancelled the customers service job |
|
Claim Credit Processed |
Processed the reimbursement or claim credit |
|
Confirmed Appointment |
Service appointment scheduled |
|
Courtesy Concession |
Processed a courtesy concession |
|
Customer Unresponsive |
Unable to connect with customer |
|
Denial |
Service job denied |
|
Duplicate |
Duplicate or spam |
|
Feedback Provided |
Details being provided to another party (compliment/complaint) |
|
Information Provided |
Details being provided to the customer |
|
No Action Needed |
No further action is needed |
|
NPS Survey Sent |
NPS survey sent |
|
Overturned Decision |
Overturned original decision |
|
Reassigned |
Reassigned service job |
|
Recall |
Initiated a recall |
|
Referred to Another Department |
Connected with another department for assistance |
|
Repaired |
Approved repair |
|
Replacement |
Approved replacement |
|
Requested More Information |
More information needed to complete request |
|
Updated Customer Account |
Updated information on customers account |
|
Upheld Decision |
Upheld original decision |
|
Waive/Refund Deductible |
Waive for refunded deductible payment |
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