CSRs

Owned by Coreen Stalnaker
Last updated: Mar 25, 2024
4 min read

Notes can be turned into a CSR, or customer service requests, through the CSR options of the Notes page. Before a note can be made into a CSR first select a reason and then a date for when the CSR needs to be completed. Click Request to submit. 

 

 

Locate CSRs other than on the Lead Contact page:

My Business - My CSRs 

 

How Agents can find their CSRs?

 

 

 

 

  • To locate Customer Service Requests scheduled, select My Calendar under My Dashboard (from the User perspective).

 

Who can complete CSRs?

By default, Agents can not complete CSRs, they must be given the appropriate abilities. 

  • Original workflow:

    • Agent/Verifier creates a CSR request.

    • The CSR request team handles the request.

    • CSR marked completed by the Managers.

      • Managers were supposed to verify that the CSR request was completed, but now the ability is given to a User Group or User to mark complete themselves.

      • While not the intended workflow, works just fine.

 

  • Policies are not necessary to create a CSR. Depends on the situation.

  • Allows Users to create a CSR for assistance, as needed, based on requests.

CSR Types.

  • There are 3 different fields for CSRs

    • CSR Reasons - Indicates the reason for the CSR creation. Will typically default to General but there might be other reason available to use

  • CSR Results - The resolution of the call: Reschedule/Complete

 

  • Reschedule will close the original CSR request and should only be used if a new CSR ticket has been created

  • Complete indicted that the requested action has been completed by the User

  • CSR Reschedule Reason - when User need to reschedule the callback

    • Selecting reschedule on a Note with a CSR from the notes tab of the original Lead. Does not finalize the Lead but moves the data to a newly selected one. Also adds a counter of how many times the request was rescheduled. 

 

 

 

CSRs can be assigned to Agents or Groups.

Settings

Who it appears to will depend on the Account; see Settings - Options and select the Data tab.

  • About half way on the right are how the CSRs are configured to determine who would actually see it; the User, the Group, both, or none

    • By default the assigned User, the creator, and the group can see the CSR

    • Changing the toggle the Options will update accordingly