Reassign a Service Request

Reassign a Service Request

When the originally assigned Service Professional is unable to fulfill the Service Request, the request is assigned to another Service Professional and the reason for reassignment is captured.

Reassignment Reasons and Supervisor Override Requirements

Certain Reassignment Reasons within Zoho require a Supervisor Override. Agents needing a Supervisor Override will send a case to a Supervisor who will then update the Reassignment Reason field on the Case Details pane to reflect the reason for reassignment. Once the Supervisor saves the case information, the requesting agent move forward with the reassignment.

Process

When reassigning a Service Request, always be sure to check the severity. Once you have verifed severity, reassign based on the Service Professional Assignment Guidelines.

Zoho

  1. Search and verify the original Service Request.
    1. Verify the original Service Request information.
    2. Call the original Service Professional to confirm why they have been unable to accept the Service Request.
    3. If unable to reach them or they confirm they cannot service the customer, move forward with reassignment.
  2. In the Service Request, click Reassign.

  3. On the Reassign SP pop-up, select a Reassign Reason from the drop-down.
    1. If an override is required, request a Supervisor Override from a supervisor.
    2. Once complete, refresh the case, click Reassign, then select the Reassign Reason.

  4. Select an option from the Please select how to reassign drop-down based on severity.
    1. Standard: Select Reassign to Highest Ranked SP
    2. Urgent/Medical Emergency: Select Reassign by SP Calendar

      3. Click the below link to review the full process on Service Professional Assignment Guidelines based on severity:
  5. Click Reassign, then click OK on the Information pop-up.

  6. Scroll down to the Comments section and click the Comments Tab.
  7. Enter comment, click Save All, then click OK on the Information pop-up.

ServiceBench

  1. Search and verify the original Service Job.
    1. Verify the original Service Job information.
    2. Call the original Service Professional to confirm why they have been unable to accept the Service Job.
    3. If unable to reach them or they confirm they cannot service the customer, move forward with reassignment.
  2. Click Reassign.

  3. Select a new Service Professional, then click Continue.

  4. On the Calendar, select an available appointment time.
    1. If there are no appointments available in the Calendar, click Start Over to return to the Edit/View Service Job screen and perform a Service Locator Search.
    2. If still unable to locate a Service Professional, Manually Assign to Procure Vendor.

  5. Click OK on the Select Time pop-up.
  6. The Service Job will update with the new information, click Submit.
  7. On the Reassignment Reason pop-up, select the Reassignment Reason from the drop-down, then click Submit. (No comment is needed here)

  8. Enter Service Job Comment, then click Save.

Reassignment Handling Guidelines/Talking Points

Click below link to view Reassignment Handling Guidelines/Talking Points:


    Helpful Links

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

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