Service Job Escalations

Service Job Escalations

When the Service Provider enters an Escalation in the ServiceBench Service Job, a task is created in Zoho and assigned to the  Service Pro Escalations  Queue. When working the Task, be sure to review the escalation reason then follow the process to complete the task.
  1. In  Zoho  click  Activities .
  2. Select  My Open Tasks
    1. Click  Tasks  on the left  Navigation Panel
    2. Locate  My Open Tasks  under  All Views

    3. Filter tasks by clicking the  Ellipsis  (...) button and sort by  Created Date  to show the oldest task first

      1. My Open Tasks  will only show tasks in an  Open  status. To view all tasks regardless of status, select  My Tasks
      2. Click the  Star  next to  My Open Tasks  to add to your  Starred Views  (favorites)

      3. Agents can also use the  Kanban Dashboard  to locate  Tasks  by clicking the  Expand  button on the  Top Menu , selecting  Kanban Task Board , then selecting  My Tasks
  3. Once filtered (oldest on top), click the top  Task  to open.
  4. Copy the  Service Job Number .

  5. Swivel to  ServiceBench  and locate the  Service Job  using the  Service Job Number .
  6. Click the  Escalations  tab.
    1. There will be an asterisk in the tab to show a new comment has been entered
  7. Review the  Escalation Comment  and resolve using the details provided.
    1. Escalation Comment  will also show in  Zoho  in the  Comments
  8. Enter  Response Comment  and click  Save .
    1. Response Comment  will sync to  Zoho Comments
  9. In  Zoho  the status will automatically update to  Closed .
  10. Manually update the status to  Complete . (There are 2 ways this can be done)
    1. Click the drop-down arrow under  Status  and update to  Completed,  or

    2. Click  Mark as Complete

  11. Remove  None  from the  Resolution Reason,  select the correct reason from the below list and click  Save .
    1. Coverage Inquiry
    2. Customer Cancelled
    3. Job Approved using CINCH parts/equipment
    4. Job Approved using SP parts/equipment
    5. Job Escalation Already Completed
    6. Job Not Covered
    7. Job Status Update
    8. Part Status Update
    9. Part Validation
    10. Pending Info on Service Report
    11. Request to Contact CS/SP
    12. Research Needed
    13. Service Report Provided
    14. SP Provided Status
    15. SP Doesn't Service Brand/Equipment
    16. SP Doesn't Service Area
    17. 2nd Opinion
  12. The status will update to  Completed.
    1. In the  Main Task Layout,  the following fields will also update:
      1. Escalation Responded By
      2. Escalation Responded Date




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