Service resolution workflows

Up until now, managing a service scenario in AgencyZoom was a two-part process—you complete the service request and then, based on the result, navigate back to the customer profile to take the necessary action. You now have four new options that allow you to take these actions in one, cohesive, workflow.

Cancel and create lead:

In the event that a service or renewal ticket results in a cancellation, you can create a winback lead. This lead will be entered into the smart-cycle, and recycle into your selected pipeline the number of days you set prior to it's x-date. This x-date is automatically calculated based on the current policy(s) term dates.

Cancel:

Just cancel, maybe we don't want to win this customer back 😆

Renew:

When the policy renews, you now can key the renewed policy information to renew the policy.

Rewrite:

If the request results in a re-write, you can key the new policy information.

NOTE: The cancel, renew, and rewrite options will only be available for written policies. If the service request's related policy(s) are synced policies (management system policies), these options will not be available as we do not yet perform these actions in the management system.

Service request category triggers for service shot-clock

If there are certain types of service requests that should be re-assigned or moved, but others not, use the service categories trigger in the shot-clock.

Still have questions? We're here to help! You can start a live chat with our Support Team by clicking the icon in the lower right corner of the screen. Support is available between 9am and 5pm ET, Monday - Friday. (Messages sent outside of those hours will be answered ASAP on the following business day.