Escalations Queues
CB-Medical Emergency Exception: MED TEAM ONLY
The CB-Medical Emergency exception in SB is Only to be created by the Medical Emergency Team. This exception should be created when a Supervisor or Team Lead escalation call back is needed for the customer. Click the Exceptions Tab on the correct job ...
Dispatch Case Management
Dispatch Case Management Tasks are automatically created in Zoho when a job is assigned to Dispatch. These are jobs that are Rejected, Expired, or assigned to Procure Vendor. Tasks will be assigned to each member of the team and can be viewed under ...
BBB & Social Media
BBB and Social Media Escalations are created as manual tasks within Zoho and assigned to individual associates within each team. T3 Associates can locate assigned tasks on the Kanban Task Board . There are three ways to create a task: Create a ...
Tier 1 | Live Transfer
Escalated customers are transferred to Supervisors or Tier 1 teams for resolution. Tier 1 (T1) teams will create a Zoho task when a call is received from Customer Service. There are three ways to create a task: Create a task inside a Service Request ...
Callback Groups | BPOs & Captive
When a Callback Exception is created within ServiceBench, a task will be created and assigned to individual callback teams based on their User ID and the Exception Type created in ServiceBench. After a task is created within Zoho, the task will ...
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 ...
Executive Escalations
An Executive Escalation is created when a customer requests a call back from a Cinch Executive. An email is sent to the Executive Escalations email inbox, a case is created in Zoho. Direct Assignment is utilized to assign the Executive Escalation to ...
Tier 3 Escalations
Most Tier 3 tasks will originate within the Tier 2 team. Once a Tier 3 Task has been created and assigned to the T3 team, it moves into the T3 Team Task List, called a T3 Backlog. T3 tasks will be assigned randomly to T3 Associates using an automatic ...
Medical Emergency Tasks
When job severity is updated to Medical Emergency a Zoho task is created and routed to the Medical Emergency team to resolve. While navigating Case Views, you may notice a Delete option. Do not delete case views or cases. See your Supervisor for ...
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 ...
Claim Specialist
After an email is sent to a Claims Specialist email inbox, a case is created in ZOHO. Follow the steps below to open, review, and close the case in ZOHO. Managers can review the Queue Management article to learn how to update the Claim Specialist ...