Back Order NLA

Back Order NLA

After a Back Order NLA is created in Service Bench, a service job task is automatically created in ZOHO. The service job task is assigned to the Research Review team.
 
1. Go to ZOHO, click the expand button, and click Kanban Task Board.

2. Find all agent assigned tasks in the agent queue.
NOTE: Clicking on ALL TASKS displays all tasks assigned to the team. Clicking on MY TASKS displays all tasks assigned to the agent. 
NOTE:  Agents can also locate an assigned task by clicking the Activities tab at the top of the screen > clicking the My Activities filter > selecting My Open Activities.

3. In the agent queue, select a service job with the Back Order NLA.


4. Copy the Service Job number from the open task and go to ServiceBench.
5. Pull up the Service Job, review the details, and work the task. 
6. Add a note to the comments in ServiceBench.
7. When finished, update the exception in ServiceBench to Complete.
8. In Zoho, the status will now show as Closed, manually update to Completed.
 

9. Enter the required Resolution Reasons and click Save.
End Process

    Helpful Links

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

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