Sears Under Review
When a Sears Claim goes into an Under Review status in ServiceBench, a Task is created in Zoho and assigned to the National Client-Sears Queue. When working the Task, be sure to verify why the claim needs to be reviewed then follow the process to complete the task.
- In Zoho click Activities.
- Select My Open Tasks under Tasks.
- Click Tasks on the left Navigation Panel
- Locate My Open Tasks under All Views
![](https://desk.zoho.com/galleryDocuments/edbsn3177e2cf370dbebf301e830188375c32086312d0adff45c49e15a13d042e7bff3344700cfbd3a71cc4710a8a05e6941d?inline=true)
- Filter tasks by clicking the Ellipsis (...) button and sort by Created Date to show the oldest task first
![](https://desk.zoho.com/galleryDocuments/edbsn7156610e99a75239afb31b64f325a143a923342caa67354f3c62adf0e1a54c5126d10b59b61f0bdac0e1e08742c3a191?inline=true)
![](//img.zohostatic.com/zde/static/images/info.png)
- My Open Tasks will only show tasks in an Open status. To view all tasks regardless of status, select My Tasks
- Click the Star next to My Open Tasks to add to your Starred Views (favorites)
![](https://desk.zoho.com/galleryDocuments/edbsn6257abf175bef5a45c4209403cf0002400c5fd78603953f402371fe2d78dfee48fd2854da711ed08723c26469d1a5783?inline=true)
- 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
- Once filtered (oldest on top), click the top Task to open.
- Copy the Claim Number/Service Job Number then swivel to ServiceBench.
![](https://desk.zoho.com/galleryDocuments/edbsnac1dbb36c86504a68c0c5d591d9d53ec45a4aa4dd2378a41b92f5f6cfb13e19d29bc0956cc3fbae6ca7599e4d98ee27a?inline=true)
- Locate the Claim/Service Job in ServiceBench.
- Review the Service Job history and the Claim.
- Once all the required information is obtained, Approve or Reject the claim based on the findings.
- Notate the Service Job
- In Zoho the status will automatically update to Completed.
- If the Claim was Approved, the Claim Status will update to Approved and the Subject will now read Claims-Approved
![](//img.zohostatic.com/zde/static/images/caution.png)
- Cinch Agents cannot approve claims with Customer Options or claims created by a Cinch Agent for Authorization. If the claim does not have a Sears Reference Number, it should not be Approved.
- If the Claim was Rejected, the Claim Status will update to Rejected and the Subject line will now read Claims-Rejected
![](https://desk.zoho.com/galleryDocuments/edbsn2d0f80080d142dfe1fda379096014ec9f81dd99d22d31ac0b542ebe59d35315dd1aee27dd9541198ace6a9367bff9b8e?inline=true)
Sears Claim Escalations
When a Sears Admin enters an Escalation in the ServiceBench Claim, a Task is created in Zoho and assigned to the National Clients-Sears Queue. When working the Task, be sure to review the escalation reason then follow the process to complete the task.
- In Zoho click Activities.
- Select My Open Tasks under Tasks.
- Click Tasks on the left Navigation Panel
- Locate My Open Tasks under All Views
![](https://desk.zoho.com/galleryDocuments/edbsn2f0e36aea99352dade52d4451b69b62caaf5ea6306677453c6172f97bc1ad9cf42483c54e2348be2eb9d60eef9cfd24d?inline=true)
- Filter tasks by clicking the Ellipsis (...) button and sort by Created Date to show the oldest task first
![](https://desk.zoho.com/galleryDocuments/edbsnac1dbb36c86504a68c0c5d591d9d53ecc0ec7fa8852fad06bd63260c9909b372c02b1c91db8430265615150da90c42fd?inline=true)
![](//img.zohostatic.com/zde/static/images/info.png)
- My Open Tasks will only show tasks in an Open status. To view all tasks regardless of status, select My Tasks
- Click the Star next to My Open Tasks to add to your Starred Views (favorites)
![](https://desk.zoho.com/galleryDocuments/edbsn2f0e36aea99352dade52d4451b69b62c20ed9a8dcb8b0b08f1b475ca97c6fcfea1b74129950d565bddb6e91175602e11?inline=true)
- 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
- Once filtered (oldest on top), click the top Task to open.
- Copy the Service Job Number.
![](https://desk.zoho.com/galleryDocuments/edbsn756a1e582272691c8b6e2e0cc5540083fafd71c9f74ffa335e105824ca89820b06b25a87461d2d50b2abf156324fccbc?inline=true)
- Swivel to ServiceBench and locate the Service Job using the Service Job Number.
- Click the Claim hyperlink in ServiceBench.
![](https://desk.zoho.com/galleryDocuments/edbsnc6c6a1ebc25ee86841f28223aa27b7add4699bc26e10e3dc4e8039022a660613204514de5331077cc0efc76f855eaf9e?inline=true)
- Click the Escalations tab in the Claim.
- There will be an asterisk in the tab to show a new comment has been entered
- Review the Escalation Comment and resolve using the details provided.
- Escalation Comment will also show in the Zoho Comments
- Enter the Response Comment and click Save.
- Response Comment will sync to Zoho Comments
- In Zoho the status will automatically update to Completed.
- In the Main Task Layout, the following fields will also update:
- Escalation Responded By
- Escalation Responded Date
![](https://desk.zoho.com/galleryDocuments/edbsnf6a369ee2434f3a57910af586a232a58d83ea68d2f0f6b4acc505c0fc57b011f0bc2be378223acce084d21cc6eb7aa54?inline=true)
Sears Rejects
When a Sears Claim is automatically rejected by the system or rejected by a Sears Admin, a Task is created in Zoho and assigned to the National Client-Sears Queue. When working the Task, be sure to review the rejection reason then follow the process to complete the task.
- In Zoho click Activities.
- Select My Open Tasks under Tasks.
- Click Tasks on the left Navigation Panel
- Locate My Open Tasks under All Views
![](https://desk.zoho.com/galleryDocuments/edbsn2d0f80080d142dfe1fda379096014ec9cebd5977fb5f9284a400d4e18892ae2097e6239d95368e767bb3a21c2673f39c?inline=true)
- Filter tasks by clicking the Ellipsis (...) button and sort by Created Date to show the oldest task first
![](https://desk.zoho.com/galleryDocuments/edbsnb77b6a042a47dea3a3d50233a1e6e4a9eac0f5fa4337e0081d0a8704c3748c76254a9401bfdecacaaa8d9e7765fe3395?inline=true)
![](//img.zohostatic.com/zde/static/images/info.png)
- My Open Tasks will only show tasks in an Open status. To view all tasks regardless of status, select My Tasks
- Click the Star next to My Open Tasks to add to your Starred Views (favorites)
![](https://desk.zoho.com/galleryDocuments/edbsn5fbd2b34132d9f6424b54f8fd1ea6f207ecd9b330f62876d1d47393ddb776f7863a6e5083616643370842a0e684d9634?inline=true)
- 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
- Once filtered (oldest on top), click the top Task to open.
- Copy the Claim Number/Service Job Number then swivel to ServiceBench.
![](https://desk.zoho.com/galleryDocuments/edbsnc6c6a1ebc25ee86841f28223aa27b7adef7051f2bc9680f6ddbdc8c139c04082f88c0bf3b662cc2eda75b137eb7b27c1?inline=true)
- Locate the Claim/Service Job in ServiceBench.
- Review the Claim to verify why it was Rejected.
- Once all the required information is obtained, Approve or Reject the claim based on the findings.
- Notate the Service Job
![](//img.zohostatic.com/zde/static/images/info.png)
- If the Claim should remain Rejected, the agent will need to click APPROVE OVERRIDE and Reject the claim again. This will send a notification back to Sears.
- In Zoho the status will automatically update to Completed.
- If the Claim was Approved, the Claim Status will update to Approved and the Subject will now read Claims-Approved
- If the Claim was Rejected, the Claim Status will update to Rejected and the Subject will now read Claims-Rejected
![](https://desk.zoho.com/galleryDocuments/edbsnc6c6a1ebc25ee86841f28223aa27b7adc88aae7bf01dff24f518509703ad6d790baa011eff363b124ac6ef2fe2860b53?inline=true)
Sears Incompletes
When a batch of Sears Claims are imported into ServiceBench but are missing required fields, the claim status updates to Incomplete. This will create a Task in Zoho which will be assigned to the National Client-Sears Queue. When working the Task, be sure to verify which fields are missing then follow the process to complete the task.
- In Zoho click Activities.
- Select My Open Tasks under Tasks.
- Click Tasks on the left Navigation Panel
- Locate My Open Tasks under All Views
![](https://desk.zoho.com/galleryDocuments/edbsn5fbd2b34132d9f6424b54f8fd1ea6f2016d3f58d5ce8b973c38656d905a6132c45873b10934df604b4d601b9b29d6e85?inline=true)
- Filter tasks by clicking the Ellipsis (...) button and sort by Created Date to show the oldest task first
![](https://desk.zoho.com/galleryDocuments/edbsnf6a369ee2434f3a57910af586a232a581cf1eb82f910ebad21aa04daa4b70844b72b5bc143bbd2680cb9960965fd4583?inline=true)
![](//img.zohostatic.com/zde/static/images/info.png)
- My Open Tasks will only show tasks in an Open status. To view all tasks regardless of status, select My Tasks
- Click the Star next to My Open Tasks to add to your Starred Views (favorites)
![](https://desk.zoho.com/galleryDocuments/edbsn1d94716825f1422e5ac44067f0dc249395372197b6abbe17bfb48df0e98c424a70cf37a5872a85165195126a2e753095?inline=true)
- 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
- Once filtered (oldest on top), click the top Task to open.
- Copy the Claim Number/Service Job Number then swivel to ServiceBench.
![](https://desk.zoho.com/galleryDocuments/edbsn6f0a52b11c54d074abde91e9d78c2db7b4327cc044046fdcb50d6f1ab85336403ce9125da22feb824b191c3ac3e742e1?inline=true)
- Locate the Claim/Service Job in ServiceBench.
- Review the Incomplete Claim to verify which Required Fields are missing information.
![](https://desk.zoho.com/galleryDocuments/edbsn1d94716825f1422e5ac44067f0dc249394bd6207756167e8188aff09a853a45f5c1750e1dd7b72b46633cafc519628c7?inline=true)
- Click SAVE AS NEW CLAIM in ServiceBench and Approve the new claim with all Required Fields entered.
- All claim information in the previous claim will transfer over to the new claim
- The status of the Incomplete Claim will update to Corrected.
- The Claim Status will sync to Zoho in the Main Task Layout
- In Zoho the status will automatically update to Completed.
![](https://desk.zoho.com/galleryDocuments/edbsn756a1e582272691c8b6e2e0cc55400836244df6ca17ff334d6e86fdefc9caac9da10302340c540b9de05d55f869aabad?inline=true)
Claim Error Message
In some instances, the Agent may receive an error message when attempting to Reject, Approve, or Correct a claim. If this happens, follow the process to complete the task.
- Process a New Claim in ServiceBench.
- Notate the Service Job.
- Swivel to Zoho and manually update the task to Completed.
- The Claim Status in the Main Task Layout will remain as is
Reopen a Zoho Task
When a Claim is missing information that is needed for Approval, follow the process to complete the task.
- Manually Reject the Claim in ServiceBench.
- Send a request to Sears for additional information.
- Once the updates are received, locate the Completed-Rejected task in Zoho.
- Click Re-open Task.
- Swivel to ServiceBench to update the Service Job and the Claim.
- Approve the Claim.
- In Zoho the status will automatically update to Completed.
- The Claim Status will sync to Zoho in the Main Task Layout