Tier 3 Escalations

Tier 3 Escalations

Most Tier 3 tasks will originate within the Tier 2 team. Once a Tier 3 Task has been created and assigned to the T3 team, it moves into the T3 Team Task List, called a T3 Backlog. T3 tasks will be assigned randomly to T3 Associates using an automatic assignment based on our slow/busy seasons, time zones, task loads, and other factors. T3 Associates can locate assigned tasks on the Kanban Task Board. 

Opening Existing T3 Tasks

Use the Kanban Task Board to see your work organized by statuses, such as Not Started, In Progress, Waiting on Someone Else, and Completed. There are a variety of statuses based on your team's standard operating procedures. 
  1. On the Zoho Toolbar, click the Expand menu, and click Kanban Task Board. 
    Click the My Tasks tab. The default will be All Tasks. 
    Your assigned work displays on the My Tasks page sorted by various statuses.

Open, Edit, and Complete Existing Task

  1. From the Kanban Task Board, click My Tasks tab, and locate and open the task.
    The short form opens to allow Status and Task Comment updates. To update the entire form,
    click Edit (pencil icon).
  2. On the open long-form, complete the required fields:
    1. Subject.
      Use your task naming requirement: "T3 Contract No Customer Name"
    2. Task Status
    3. Escalation Reason
    4. Escalation Sub Reason, and
    5. Navigate to the T1, T2, T3 section and complete the additional fields.
  3. Swivel to ServiceBench:
    Research and resolve the issue.
  4. Swivel back to Zoho:  
    Update the task to the current status.
  5. Ready to Complete Task? 
    1. Open the task.
    2. Update the task status to Complete, or
    3. Click the Mark Complete button at the bottom of the task.
    4. From the Resolution Reason List:
      1. Remove None. Click the Delete button (X) near the Reason name.
      2. Select a Reason from the Resolution Reason List.
        If you forgot to complete a required field, click Switch to Edit Page at the bottom right.
      3. Click Save. 

Creating Tasks

T3 Associates can create a new task for escalations sent to the team from other channels.

There are three ways to create a new task:
  1. Create a task inside a Service Request (Case)
    1. linked to a Customer and Case
  2. Create a task inside the Customer's Account, 
    1. NOT linked to a Service Request (or Case)
  3. Add a new task manually:
    1. NOT linked to a Customer Account or Case

Create Task in Customer's Service Request | Case

Copy and Paste the Service Job Number  from ServiceBench into Zoho Desk
  1. On the Zoho Toolbar, use Search icon and enter the Service Job Number.
    Open the Service Job.
  2. Click Activity tab.
  3. Click Add (+), and click Task.

  4. Complete the required task fields. 
    1. Task Subject:
      Enter the subject based on your team's current formatting rules.
    2. Task Type:
      T3
    3. Escalations Type
    4. Task Owner:
      1. Click the Task Owner drop-down, and click the Teams tab.
      2. Enter T1 to search for the Tier 1 team.
      3. Hover over the team's name and click the Profile / Agent Icon. 
        1. Enter a few letters of your own name to find your profile.
        2. Click your name to self-assign.
    5. Escalation Reason
    6. Escalation Sub Reason
  5. Click Submit to save the task. 
    The task is saved to your task list but is not completed.
    1. Resolve the task.
    2. To reopen the task, mark the task complete, and add a resolution:
      1. Use Kanban Task Board, or
      2. Use the Activities module.

Create Task in Customer's Account | No Case

Find the customer first! Use Contract # or Property Address.
  1. On the Zoho Toolbar, use Find to locate a customer by
    Contract # or Property Address. Open the customer record.
  2. Click Activity tab.
  3. Click Add (+), and click Task.
  4. Complete the required task fields. 
    1. Task Subject:
      Enter the subject based on your team's current formatting rules.
    2. Task Type:
      T3
    3. Escalations Type
    4. Task Owner:
      1. Click the Task Owner drop-down, and click the Teams tab.
      2. Enter T1 to search for the Tier 1 team.
      3. Hover over the team's name and click the Profile / Agent Icon. 
        1. Enter a few letters of your own name to find your profile.
        2. Click your name to self-assign.
    5. Escalation Reason
    6. Escalation Sub Reason
  5. Click Submit to save the task. 
    The task is saved to your task list but is not completed.
    1. Resolve the task.
    2. To reopen the task, mark the task complete, and add a resolution:
      1. Use Kanban Task Board, or
      2. Use the Activities module.

Create Task | No Customer Account, Service Request, or Case

Since there's no customer or case, create a new task without any link to a customer or case.
  1. On the Zoho Toolbar, hover over Add (+) and click Task.
  2. Complete the required task fields. 
    1. Task Subject:
      Enter the subject based on your team's current formatting rules.
    2. Task Type:
      T3
    3. Escalations Type
    4. Task Owner:
      1. Click the Task Owner drop-down, and click the Teams tab.
      2. Enter T1 to search for the Tier 1 team.
      3. Hover over the team's name and click the Profile / Agent Icon. 
        1. Enter a few letters of your own name to find your profile.
        2. Click your name to self-assign.
    5. Customer Name
      Enter the name of the caller
    6. Escalation Reason
    7. Escalation Sub Reason
  3. Click Submit to save the task. 
    The task is saved to your task list but is not completed.
    1. Resolve the task.
    2. To reopen the task, mark the task complete, and add a resolution:
      1. Use Kanban Task Board, or
      2. Use the Activities module.

Linking Task to Zoho Case  

Use this process to link (add) a case to a task. 
  1. On Zoho Toolbar, click Activities.
  2. On the bottom left panel, click Tasks.
    The tasks display on your screen, locate the task. 
  3. Click in the task row to open the task.
  4. At the top right of the task, click Edit . 
  5. On the Edit Task page, scroll to the bottom and find the
    Case field. Enter the case number. 
  6. Click the Search icon. If a case is found, it will display.
  7. Click Save to link case to task. 

Overview

Round Robbin allows the system to send work tasks to each Active Associate (online) based on the number of existing tasks on their task list, also called Work Queue or Task Queue. Your Department Manager has set up a work limit, called a Threshold, that will limit the number of tasks (or work) on your task list. 
Tier 1, 2, and 3 utilize Zoho Desk to resolve calls escalated by Customer Service (CS) Agents. CS Agents will no longer create Live Transfer Exceptions. T2 Associates will create a new T3 task if an escalated call requires T3 escalation and resolution. T3 Associates will rarely create new tasks, however, it may be required for cold calls, emails, and other issue resolution tasks. T2 Associates will assign the task to the T3 Team.

The task will reside in the T3 Team Task List, also called a T3 Backlog. The T3 tasks will be automatically assigned based on an Associates Sign In and Zoho Active State. Occasionally, a Supervisor may direct assign a task to an individual T3 Associate by Agent Name.

  1. CS Agents will no longer create a Live Transfer Exception within ServiceBench. 
  2. Tier 1, 2, and 3 Associates will no longer update the Live Transfer SharePoint Tracker.
    oho Desk replaces the tracker. 
  3. ServiceBench is still a critical tool. All Service Job updates will continue to occur in ServiceBench, such as Job Notes, Job Comments, etc. Do not enter job notes or change severity from Zoho; it must be completed in ServiceBech.
  4. T3 Case Manual Emails are NOT automated and will be worked manually. 
  5. Live escalations will continue as they normally occur today. Associates
    are still required to obtain approval prior to transferring.
  6. All Tier 1 and Tier 2 tasks are assigned to the Associate who takes the call; 
    assign to self within your T1 or T2 team.  
  7. T2 Associates are allowed to assign to the Tier 3 Team with T2 Supervisor approval.
    T2 Associates must use the T3 Subject Line and assign to T3 Team.
    Do not assign to the individual Tier 3 Associates, unless directed to do so.

    Helpful Links

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

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