Executive Escalations

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 a specific agent working the Executive Escalations queue. Currently, Round Robin is not utilized to manage cases.

While navigating Case Views, you may notice a Delete option. Do not delete case views or cases. See your Supervisor for assistance.

Open Cases

  1. On the Zoho Toolbar, click CASES.
  2. On the left panel, click Views section, then click All Views, and click My Cases.
      1. My Open Cases shows cases with an Open status. 
        To view all cases with any status, open My Cases. 
      2. Once a case status is changed from Open to any other status,
        the case will appear in My Cases and your personal Custom View. 
      3. Add My Open Cases to Starred Views (Favorites):
        Open My Open Cases view, at the left of the title, click the empty 
        Star to add to your Starred Views (favorites).
  3. Click the top Case to open it.
    Typically you will start your day with the oldest case first. 
  4. Update the following required Zoho fields.
    1. To continue working on the case, change Status: In Progress.
    2. To close the case, change Status: Completed and update the Resolution.
  5. Swivel to ServiceBench:
    1. Perform all research and resolution within ServiceBench.
      Review the Service Job history, determine the escalation reason, and resolve using details provided.
  6. Swivel back to Zoho:
    1. Reply to Case Requestor:
      1. Open the Case. 
      2. Click the Communication tab. 
      3. Click Reply All.
      4. Enter comments to Requestor and click Send.
    2. Add Internal Private Comments (Optional):
      1. At the top right of the page click the Comment icon. 
      2. Paste your ServiceBench comment and click Comment Private button to save.
        Do Not make the comment Public.
    3. Add Followers:
      1. Under the Case Subject click Followers. 
      2. Enter the name of the case follower in the Search Agent field.
      3. Select the correct name from the list.
    4. Remove Followers: 
      1. Under the Case Subject click Followers. 
      2. Current followers will be displayed.
      3. Hover over the agent name and click Unfollow Case (-).
  7. Ready to Complete? 
    Update the Status: Completed.
    1. Do not choose Close Case to complete the case. 
    2. Select a Resolution Reason, and then click Save.

Create Signature for Email Replies

  1. On the Zoho Toolbar, click Setup (gear) icon.
  2. Under the Customization section, click  Personal Settings.
  3. On the left panel under Personal Settings, click Preferences. 
  4. Scroll down to Signature and click Add Signature.  
  5. Enter your personal signature and click Save. 

    Helpful Links

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

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