Order Equipment

Order Equipment

Order Equipment Task

After an Order Equipment exception is created in ServiceBench, a service job task is automatically created in Zoho. The service job task is assigned to the Parts Research team. 

1. Go to Zoho and click Kanban Task Board.


2. Find all agent assigned tasks in the agent queue.
NOTE: Clicking on ALL TASKS displays all tasks assigned to the team. Clicking on MY TASKS displays all tasks assigned to the agent. 
NOTE:  Agents can also locate an assigned task by clicking the Activities tab at the top of the screen > clicking the My Activities filter > selecting My Open Activities.

3. In the agent queue, select a service job with Order Equipment.


4. Copy the Service Job number from the open task and go to Service Bench.
5. Pull up the Service Job, review the details, and work the task. 
6. Add a note to the comments in ServiceBench.
7. When finished, update the exception in ServiceBench to Complete.
8. In Zoho, the status will update to Closed, manually update to Completed.
9. Enter the required Resolution Reason and Save.

Order Equipment Case

When a customer replies back to the Customer Options Email accepting the Replacement, a case is created in Zoho.

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 Order Equipment 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 Order Equipment 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 ServiceBench and using the details provided.
NOTE: Download any attachments sent and upload to the attachments tab in Service Bench.

7. When finished, change the status to Completed.


8. Select the Disposition reason.
9. Click Save.



    Helpful Links

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

      • Related Articles

      • New/Update Parts Request - Research Request

        After a Part Order Request was created in Service Bench, a service job task is automatically created in ZOHO. The service job task is assigned to the Research Request team.   1. Go to ZOHO and click Kanban Task Board. 2. Find all agent assigned tasks ...

      • 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 ...

      • Back Order NLA

        After a Back Order NLA is created in Service Bench, a service job task is automatically created in ZOHO. The service job task is assigned to the Research Review team.   1. Go to ZOHO, click the expand button, and click Kanban Task Board. 2. Find all ...

      • PR Order Cancellation

        After a PR Order Cancellation is created in Service Bench, a service job task is automatically created in ZOHO. The service job task is assigned to the Order Management team.   1. Go to ZOHO, click the expand button, and click Kanban Task Board. 2. ...

      • Research Escalations

        After a Research Escalation is created in Service Bench, a service job task is automatically created in ZOHO. The service job task is assigned to the Research Review team.  1. Go to ZOHO, click the expand button, and click Kanban Task Board. 2. Find ...