Service requests often act as the backbone of your customer retention workflows. Let's take a look at the different ways service requests can be created!
The first option is the global add button, which resides at the top of most AgencyZoom pages. Click this, then select âAdd a Service Requestâ. This option is represented by a lifesaver icon, and when you select it, youâll enter the customer information associated with the service request. This is particularly helpful in the case of when a customer calls in to report an accident and file a claim â you can link their information nice and easy here! Just make sure to click Save to ensure the service request is created.
The next method of creating a service request is on the customer profile. Service requests can be created directly via a customer profile by clicking on the small life preserver icon below their name. This will automatically link the request created to the customerâs profile, and all youâll have to do is add the applicable policy and pipeline information to the service request and click save to create the request.
You can also create service requests in a batch from the customer list! To do that, go to the Customers tab in the left navigation panel. Youâll select customers either with the individual checkboxes to the left of their names, or with the âSelect Allâ checkbox to select the whole page of customers. To create a service request for all customers that you selected, youâll click More, then click Service. If your list exceeds the page size, youâll click Service Request from the options at the top. The service requests created through this method will all go to the same service pipeline and stage, and they will have the same basic information, including the summary, priority, and description. When youâve made those selections, click Save to create the service requests!
The final method of service request creation that we will cover today is via the Service Request Configuration. Admins can set up different service inboxes, either existing or created in AgencyZoom, for clients to contact when they need service. Each email inbox created or integrated can be used for a different service purpose, like claims, cancellations, or general service. When an email is sent to one of these email inboxes and the sending address matches an active customer file, a service request will automatically be created for that customer.
Now, you may be wondering, what happens when a user sends a service request email from an email that is not directly linked to their AgencyZoom profile? Those requests will come in as Unmatched! You can find your unmatched service requests by going to the Service Center and clicking on the red broken link icon at the top.
Here, youâll see all your unmatched service request emails including who they are from, the subject of the email, when it was received, and any possible matches. You can match these requests to their corresponding client accounts in one of two ways:
Click the name of the possible match, verify if the information is correct, then select âLinkâ. This works best when there is only one positive possible match, or you already know who the request will be matched to.
Click the magnifying glass to the right of the unmatched listing, then type in the name of the client to whom you want to match the service request, select them from the list of names that appears below, elect to create a new service request, and click Link to create the service request.