Medical Emergency Tasks

Medical Emergency Tasks

When a customer calls in and needs assistance with their service job and discloses that they have a medical condition or high-risk situation, the service job severity is prioritized as a Medical Emergency. 

While navigating Case Views, you may notice a  Delete  option. Do not delete case views or cases. See your Supervisor for assistance.
    There are three (3) ways to access Zoho tasks for Medical Emergencies: 
    1. Kanban Task Board
    2. Activities module >  Task  section > My Tasks
    3. Activities module > Task section > My Open Tasks

    Open & Close Tasks

    1. Navigate to task queue:
      1. On the toolbar, click the Expand menu, and click Kanban Task Board .
        Tip : Use the Task Board to easily view tasks by Status: Not Started, In Progress & Completed.
      2. On the toolbar, click Activities module, then click Tasks
        on the bottom left navigation. Locate and open your team's task list.
      3. On the toolbar, click Activities module, click the All Views. and
        then locate a relevant task list.
    2. Open the task (two ways):
      1. Open Short Form: Click the Task Title , the task opens on the
        right pane displaying a short task form. Add Comments and update Status .
      2. Open Full Long Form: Hover to the right of the task title,
        and click the Edit   to open the task long form. Update the Subject and select the Status Reason Code .
    3. Update the Medical Emergency required fields:
      1. Subject : If necessary
      2. Status : If the task remains open, change the status to In Progress again to 
        save a new date and time stamp on the task to track the work for the day
        1. Use only In Progress and Complete  
      3. Status Reason Code: Select from the dropdown   (bottom of the page)
    4. Swivel  to ServiceBench.
      1. Perform all research, update notes/comments, and add attachments within ServiceBench.
      2. Continue to utilize all of the current resolution tools in your
        Cinch toolkit to resolve the issue.
      3. Copy your daily ServiceBench Comments to the Zoho Task 
    5. Ready to Complete?
      1. Complete ServiceBench Exception 
        Swivel to Zoho.
      2. Complete Zoho Task. Find and open the task.
        Click  Mark as Complete, choose a resolution and click Save . 

    Reopen Tasks

    1. If you reopen the task, you can update individual task fields and a resolution reason. 
      The Resolution box will not open again at the top of the page.

    Overview

    If a customer needs service and a medical emergency or high-risk situation is identified, reassure the customer that you will do everything you can to put them in touch with an associate who can assist them. Here is the following Once a Medical Emergency service request is initiated in Zoho or ServiceBench, a Zoho task is created and routed to the Medical Emergency team to resolve. Tasks are assigned to the team and distributed to individual agents utilizing automatic assignment, Round Robbin. ( Round Robbin ). 

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