Tier 2 | Live Transfer

Tier 2 | Live Transfer

Tier 2 (T2) Associates will create a Zoho task when a call is received from Tier 1 (T1) Associates and complete their specific T2 task. T2 will create a new T3 task if the issue requires T3 escalation and resolution. Most T3 tasks will be created by T2 Associates to move the issue to T3 Associates. 

There are three ways to create a 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:
      T2
    3. Escalations Type:
      Live Transfer
    4. Task Owner:
      1. Click the Task Owner drop-down, and click the Teams tab.
      2. Enter T2 to search for the Tier 2 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.  
    To re-open the task, do one of the following: 
    1. Kanban Task Board, or
    2. Activities module.
  6. Complete the task:  
      1. If the task is resolved, click the Status dropdown and choose Complete, or
        click Mark as Complete, at the bottom right of the page.
      2. From the Resolution Reason dropdown, choose a Resolution Reason(s),
        remove None (the default), and click Save.

    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:
        T2
      3. Escalations Type:
        Live Transfer
      4. Task Owner:
        1. Click the Task Owner drop-down, and click the Teams tab.
        2. Enter T2 to search for the Tier 2 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.  
      To re-open the task, do one of the following: 
      1. Kanban Task Board, or
      2. Activities module.
    6. Complete the task:  
      1. If the task is resolved, click the Status dropdown and choose Complete, or
        click Mark as Complete, at the bottom right of the page.
      2. From the Resolution Reason dropdown, choose a Resolution Reason(s),
        remove None (the default), and click Save.

    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:
        T2
      3. Escalations Type:
        Live Transfer
      4. Task Owner:
        1. Click the Task Owner drop-down, and click the Teams tab.
        2. Enter T2 to search for the Tier 2 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.  
      To re-open the task, do one of the following: 
      1. Kanban Task Board, or
      2. Activities module.
    4. Complete the task:  
      1. If the task is resolved, click the Status dropdown and choose Complete, or
        click Mark as Complete, at the bottom right of the page.
      2. From the Resolution Reason dropdown, choose a Resolution Reason(s),
        remove None (the default), and click Save.


    T2 Creates T3 Task

    If the customer issue requires additional resolution, create a T3 task. T2 will create most T3 tasks. Follow existing operating procedures to escalate to Tier 3. 
    1. Create the task using one of the methods above.
    2. Complete the required task fields. 
      1. Task Subject: 
        T3
      2. Task Type:
        T3
      3. Task Owner:
        1. Click the Task Owner drop-down, and click the Teams tab.
        2. Enter T3 to search for the Tier 3 team.
        3. Click T3 to assign to the team. 
          Do not assign to an individual associate, only assign to the Team.
      4. Escalation Reason
      5. Escalation Sub Reason
    3. Click Submit to save the task. 
      The task is saved to the T3 team task list.

      Overview

      Tier 1, 2, and 3 utilize Zoho Desk to resolve escalated calls. Associates will no longer create Live Transfer Exceptions. 
      The following is a high-level workflow outline that explains the typical workflow for a T2 Live Transfer call. 

      1. 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.
        Zoho 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. Also, job comments
        are copied into ServiceBench from Zoho.
      4. Do not change severity inside Zoho; it must be completed in ServiceBech.
      5. Live escalations will continue as they normally occur today.
      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.

        Helpful Links

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

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