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If a customer is already in the tech database you will need to do the following in order for the customer to receive a call back

Find the request which needs to be updated (make sure and search by name, zip, phone number)

Click the ID number on the request

Change Select User to: Call Center

Then hit Lock

Then hit lock again you will see: This issue has been marked complete & would have to be reopened to add activities. Current Lock: CallCenter

Go to the bottom of the screen and hit reopen case

Then click yes to reopen

Then click add new activity

Change the activity type to: other

In the notes ALWAYS PUT YOUR INITIALS AND RDI – THEN NOTATE WHAT THE NEW ISSUE IT

            EXAMPLE: LADOOLEY, RDI -  NOTES

Next hit insert

If we were able to assist the customer make sure you are marking the case complete THIS IS FOR NEW AND EXISTING CASES

Then go back up to the top of the page

Select the user to: Please select User

Then hit unlock

Once the request is fully unlocked you will see the following message: This issue is unavailable for editing. Please lock the record to see further options. Current Lock

If you need to edit any information such as the address, phone number, last name, or model number of unit you will do the following

Find the request which needs to be updated

Click the ID number on the request

Change Select User to: Call Center

Then hit Lock

Then hit lock again you will see: This issue has been marked complete & would have to be reopened to add activities. Current Lock: CallCenter

Hit edit request details

Enter in the correct updated information

And then click update

Then go back up to the top of the page

Select the user to: Please select User

Then hit unlock

Once the request is fully unlocked you will see the following message: This issue is unavailable for editing. Please lock the record to see further options. Current Lock



******If we were able to assist the customer make sure you are marking the case complete THIS IS FOR NEW AND EXISTING CASES ******