Reassigning inbound Home Depot & Lowes in bound to CR
1. Where My Order
2. Warranty Replacement Cut the Cord Unit
3. Warranty Replacement Parts
If the CR Team in unable to assist and resolve the ticket request :
-The CR Agent will re-assign the ticket back to Sales Admin Group
- The system will them reassign the ticket round robin.
How To Steps:
Step 1:
- View ticket details , (Once establish a transfer ticket to CR)
Step 2:
-In Tool Bar: Click "Add Note"
-Enter your internal notes (Inert canned response)
-Click the Icon "Canned Responses"
-Right side of page populates -> Type Sales Admin -> options will populate
-Click on "Sales Admin Reassigning ticket to CR (Home Depot, Lowes, ETC)
You Internal Notes now reflects on the ticket
Step 3A:
Top Tool Bar -> Click the 3 "Dots"
-Pop-Up box populates : Select "Execute scenarios"
Step 3B:
- Drop Down List Populates
- Select "Click" option : "Transfer to CR "
Step 4:
- Pop-Up Box Populates
- Click "Execute"
Step 5:
Main ticket screen populates -> pop-up message reflects "Scenario executed"
- NO Further action needed from the Sales Admin Team Agent
-System has now auto assigned the ticket to:
A) Group Field : TLC Agents
B) Agent Field: Will be blank (system will round robin)
View 1:
View 2: Side Cart showing ticket has been auto assigned .
