National Account Research

National Account Research

After an email is sent to PREPROD_National_Account_Research@cinchpreprod.zohodesk.com or SHW-BOPARTS@cinchpreprod.zohodesk.com , a case is created in ZOHO. Follow the steps below to open, review, and close the case in ZOHO. 

Note: The category and sub-category in the ZOHO case depends on the subject line of the email that was sent to the Parts Research Team. 

If the subject line in the email is:
The Category in ZOHO is assigned as:
The Sub-Category in ZOHO is assigned as:
NLA
Sears Parts Request
NLA
SEARS Recommends Replacement
Sears Replacement Request

SHW - Boparts
Sears Parts Request
Back Order

1. Go to ZOHO and click CASES.
2. Click Views and select My Open Cases.
NOTE: Star any view to make it a favorite under Starred Views.


3. Open a Case to review and process. Cases at the top are the oldest.
NOTE: Use the Conversation tab to see the email received. 


4. Link the case to a Service Request parent ticket:
  1. Open a duplicate ZOHO desk tab.
  2. Click the Search icon.
  3. Enter the parent Service Job number.
  4. Open the parent case. The parent case should be titled Service Request Warranty.
  5. Copy the Case ID number.
  6. Go back to the child case in the original ZOHO tab.
  7. Paste the parent Case ID in the Parent ID field.
  8. Click Save.

5. Create the Research Request task in ZOHO.
  1. Go to the Activities tab
  2. Click the Add button.
  3. Select Task. 


  1. Place the job number in the subject field.
  2. Select Research Request Task as the Escalation Type.
  3. Select the customer in the Order Source field.
  4. Select the Distributor.
  5. Enter the Purchase Order number from Service Bench.
  6. Click Submit.

6. Work the case by locating the job in Service Bench and using the details provided.
NOTE: Download any attachments sent and upload to the attachments tab in Service Bench.

7. When the case is ready to be closed, return to ZOHO and click reply in the Conversations tab.


  1. Ensure the outgoing 'from' field is the National Account Research email address.
  2. Ensure the outgoing 'to' field is the customer's email address.


8. Click the template icon to select the appropriate template from the National Account Research template dropdown.


9. Change any yellow highlighted section of the template with the corresponding information.
10. Click Send.
11. Change the status to Completed.

​
12. Select the Disposition reason.
13. Click Save.



    Helpful Links

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

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