MULTI CRM WORK FLOW TRAINING

COMMIT CRM STATUSES

0 – New 

  1. Assigned in House

  2. Assigned on Site

  3. Work in Progress

  4. Pending (Completed Pending Approval)

  5. Internal

  6. Hold

  7. Recurring Task

  8. Cancelled

  9. Closed

COMMIT CRM STATUS EXTENSIONS

AES             (Assigned Email Sent)

CA1            (Contact Attempt 1)

CA2            (Contact Attempt 2)

CA3            (Contact Attempt 3)

CA4            (Contact Attempt 4)

FCI              (Final Check In)

Project      

Product

Quote

WFC           (Waiting For Client)

WFR           (Waiting For Result)

WFV           (Waiting For Vendor)

0 – New

When a ticket is automatically created through email or web interface by customer, RMM etc.

Manager – New Tickets

1 – Assigned in House

The ticket manager is then changed to someone in house at multi or picked up by someone who doesn’t have to go on site to do the work.

Manager – In House employee

2 – Assigned on Site

The ticket manager is then changed to someone on site to do the work, this is the second option as in house must always be the first channel for work unless it cannot be resolved from the beginning in house.

3 – Work in Progress

When someone is working on a ticket or about to work on a ticket the status is changed to WORK IN PROGRESS, the ticket is to be marked as TO BE DISPATCHED if someone is going on site and the Ticket must be used in the dispatcher.

An email is sent to the client informing them that a technician will be on site a day before any UNSCHEDULED VISTS.

4 – Pending (Completed Pending Approval)

The ticket is moved to this status when you think the problem is resolved but need confirmation from the customer that the problem is indeed resolved. Status extensions are used to illustrate phase. Priority of the ticket is lowered.

5 – Internal

The internal status is used when a ticket requires internal staff to work on it such as quotes, collecting parts etc. The priority of internal tickets will be not applicable and status extensions will be used. Internal tasks that we need to track are done under this status.

6 – Hold

When the ticket needs to be placed on hold for any reason. Priority is not applicable and a new due date is set for when it should be worked on again.

7 – Recurring Task

This status is used for recurring tasks done, such as daily checks.

8 – Cancelled

NO TICKET IS DELETED! You may merge the ticket in the instance of duplicates or cancel the ticket if it was created in error but you may NOT DELETE a ticket

9 – Completed

This status is used once the ticket is completed and the error has been resolved, ensuring the charges entered are correct, there is a resolution description and the correct contract was selected.

STATUS EXTENSIONS

AES             (Assigned Email Sent)

When someone is making an unscheduled visit to a customer, an email is sent the day before stating that person will be there tomorrow to inform the customer.

CA1            (Contact Attempt 1)

The first contact attempt to a customer.

CA2            (Contact Attempt 2)

The second contact attempt to a customer.

CA3            (Contact Attempt 3)

The third contact attempt to a customer.

CA4            (Contact Attempt 4)

The fourth contact attempt to a customer. After four contact attempts the ticket status is no longer pending and may be closed.

FCI              (Final Check In)

A status ext used just before marking a ticket “completed pending approval” – this is you trying to check with the client to make sure everything is good

Project

For a project – all projects must have a contract linked to them and no charges for projects may appear on customers managed service contracts.

Product

For a product needed – the ticket is sent to Internal and manager changed.

Quote

For a Quote to be done – similar to product but for any service that needs to be quoted on the ticket is sent to Internal and manager changed.

WFC           (Waiting For Client)

When you are waiting for the client to get back to you.

WFR           (Waiting For Result)

When you are waiting for a result such as testing.

WFV           (Waiting For Vendor)

Waiting for a vendor to get back to you or deliver a product/Service.