Process: Work with tickler
Flow
Objective
To allow a CSR to create and work on ticklers.
Description
Customer service representatives can create new ticklers, record action on existing ticklers.
When creating new tickler, customer service representative can specify the action object (for example, an user, an order, a quote or a return object) that an tickler is associated with, the reason why an tickler is created, the date an assignee of an tickler should be reminded to act on and the assignee of a tickler.
The assignee of the tickler can be the originator of the tickler, the service representative, r service representative team or any representatives in the service representative team assigned to the customer associated with the action object.
After acting on a tickler, customer service representative records an action that was taken on the tickler. If the action resolves the issue, the tickler will be closed. Otherwise, the remind-on date will be updated to the current time.
Customer service supervisor can re-assign existing ticklers to another service representatives or service representative teams.
Features
- Create ticklers on action objects such as user, order, quote and return.
- Existing ticklers are shown according to the filtering criteria.
- Work on existing ticklers to resolve issues.
- Re-assign ticklers to another service representatives or service representative teams.
Customization
Display elements can be suppressed, modified or added. See underlying server processes for the many changes which can be made through configuration rather than customization.
Edition
Professional, Enterprise
Subprocesses
Tasks
| Task | Description | Role |
|---|---|---|
| Act on tickler |
A CSR acts on the issue described on the tickler. |
Customer Service Representative |
| Assign tickler |
A customer service supervisor re-assigns existing ticklers to another service representative or service representative team. |
Customer Service Supervisor |
| Pick a tickler |
A CSR chooses a tickler in the tickler list to work on. The tickler list can be filtered by different filtering criteria on stores, reasons, action objects, assignee, remind-on dates. |
Customer Service Representative |
| Record an action |
A CSR records an action that was taken on the tickler. If the action resolves the issue, the tickler will be closed. |
Customer Service Representative |
Business artifacts
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