Service Job Escalations

Service Job Escalations

When the Service Provider enters an Escalation in the ServiceBench Service Job, a task is created in Zoho and assigned to the Service Pro Escalations Queue. When working the Task, be sure to review the escalation reason then follow the process to complete the task.
  1. In Zoho click Activities.
  2. Select My Open Tasks
    1. Click Tasks on the left Navigation Panel
    2. Locate My Open Tasks under All Views

    3. Filter tasks by clicking the Ellipsis (...) button and sort by Created Date to show the oldest task first

      1. My Open Tasks will only show tasks in an Open status. To view all tasks regardless of status, select My Tasks
      2. Click the Star next to My Open Tasks to add to your Starred Views (favorites)

      3. 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
  3. Once filtered (oldest on top), click the top Task to open.
  4. Copy the Service Job Number.

  5. Swivel to ServiceBench and locate the Service Job using the Service Job Number.
  6. Click the Escalations tab.
    1. There will be an asterisk in the tab to show a new comment has been entered
  7. Review the Escalation Comment and resolve using the details provided.
    1. Escalation Comment will also show in Zoho in the Comments
  8. Enter Response Comment and click Save.
    1. Response Comment will sync to Zoho Comments
  9. In Zoho the status will automatically update to Closed.
  10. Manually update the status to Complete. (There are 2 ways this can be done)
    1. Click the drop-down arrow under Status and update to Completed, or

    2. Click Mark as Complete

  11. Remove None from the Resolution Reason, select the correct reason from the below list and click Save.
    1. Coverage Inquiry
    2. Customer Cancelled
    3. Job Approved using CINCH parts/equipment
    4. Job Approved using SP parts/equipment
    5. Job Escalation Already Completed
    6. Job Not Covered
    7. Job Status Update
    8. Part Status Update
    9. Part Validation
    10. Pending Info on Service Report
    11. Request to Contact CS/SP
    12. Research Needed
    13. Service Report Provided
    14. SP Provided Status
    15. SP Doesn't Service Brand/Equipment
    16. SP Doesn't Service Area
    17. 2nd Opinion
  12. The status will update to Completed.
    1. In the Main Task Layout, the following fields will also update:
      1. Escalation Responded By
      2. Escalation Responded Date



    Helpful Links

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

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