Customer Under Review-Pending Decision

Customer Under Review-Pending Decision

When a Claim has been in Under Review status with a Claim Credit on hold over 90 Days, a task is created in Zoho and assigned to the Customer Under Review-Pending Decision Queue. When working the task, be sure to review all history of the Service Job to verify no action has been taken by the customer, then follow the process to complete the task.
  1. In Zoho click Activities.
  2. Select My Open Tasks under 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 Claim Number/Service Job Number then swivel to ServiceBench.

  5. Locate the Claim/Service Job in ServiceBench.
  6. Review the Service Job history to verify no customer decision has been documented and that this is not a duplicate claim.
  7. Once all the required information is obtained, Approve or Reject the claim based on the findings.
    1. If the Service Provider needs to be paid for the Diagnosis, create a new claim for the Service Call Fee and Approve
    2. Notate the Service Job
  8. In Zoho the status will automatically update to Completed.
    1. If the Claim was Approved, the Claim Status will update to Approved and the Subject will now read Claims-Approved
    2. If the Claim was Rejected, the Claim Status will update to Rejected and the Subject will now read Claims-Rejected



    Helpful Links

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

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