Service Requests

4. This is the second word for the type that is used when escalating a CoC SR to HAEU.
5. The head of this is where SRs are left.
6. This is what you need to follow when you are leaving your notes.
8. This is the first word of the type used when escalating a technical incident; but not for a successful password reset.
10. This is a code that is required if one is available/applicable, but not if the call is transferred.
12. SR notes can be pulled in to here.
14. The contact record to use when the caller gives you their partial name (first, but not last name), but don't create another one.
15. This is where you would put the umbrella term for the type of insurance that the customer has.
17. Depending on how the information was received & who the caller was this field could be populated with Inbound Call, Inbound Call-Assister or Outbound Call.
19. This template must be used for all SRs, unless the SR you are creating has it's own (CoC, Tech Incident, ATC, etc.)
21. Depending on whether the request is being escalated, the call is transferred or if nothing is being transferred or escalated, this field would be left In Progress, Assigned or Closed.

1. They have the right to see SR notes after requesting GAC.
2. Your notes need to mention this person by name.
3. These are what you need to complete when leaving a service request.
7. The name of the cat in the SR reference.
9. Create one of these types of records if the HoH doesn't already have one in the CRM.
10. This is the group you need to put in each SR.
11. This is language that we need to avoid using when leaving SR notes.
13. Our notes need to remain this way.
16. This is the second word for the area you would use when leaving a service request for a call in which premiums were discussed.
18. This is the area used when transferring a call to Phase Two.
20. We need to stick to these when leaving SR notes.
22. This needs to be done after creating a SR to ensure it stays.