Claim Escalations

Claim Escalations

When a Service Provider enters an Escalation in the ServiceBench Claim, 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 under Tasks.
    1. Click Tasks on 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 Claim hyperlink in ServiceBench.

  7. Click the Escalations tab in the claim.
    1. There will be an asterisk in the tab to show a new comment has been entered
  8. Review the Escalations Comment and resolve using details provided.
    1. Escalation Comment will also show in Zoho in the Comments
  9. Enter Response Comment and click Save.
    1. Response Comment will sync to Zoho Comments
  10. In Zoho the status will update automatically to Completed.
    1. In the Main Task Layout, the following fields will also update:
      1. Escalation Responded By
      2. Escalation Responded Date





    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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