TASKS

Team Product Specialist

Inbound Tasks
Aim of the Session :

1. Inbound Tasks
2. Task Object Page
3. Mentoring - List Views- Tasks
4. Mentoring - List Views
5. Mentoring - List Views- Lists of Closed Tasks
6. Inbound Tasks- Activity Flow
7. Inbound Task Transfer- How to take up buddy’s I/B task?
8. Connect to the Customer - Ameyo
9. How to add an Inbound Task?
 I. Inbound Tasks :
➔ Inbound Tasks are created when the customer calls in our helpline number (9243500459) for any assistance.

➔ The TAT(Turn Around Time) for the inbound task is 15 mins. The customer has to be contacted within 15 mins of the
customer calling in the helpline number.

➔ Two ways how an Inbound Task is raised ;

When
customer When the customer calls on the
calls helpline number using any of the
using
numbers registered with
registered
us/updated in the student account,
number
an Inbound Task will be created in
the respective student account
automatically and will be notified to
the account owner through both the
notification icon and the inbound
task view.
When
If the customer contacts using any customer
alternate number other than updated in calls with
the student account, they will be alt
number
connected to the Customer Success
Executive. CSE would get the details
(registered number or other details
required to fetch the student account)
related to the customer and create an
Inbound Task for the respective student
account.
II. Task Object Page
Use the drop down button next to “Home” tab to toggle to Tasks page
III. Mentoring- List Views- Tasks

Overdue Tasks Mentor- Transition

Recently Completed
Tasks

Today's Tasks Mentor- Onboarding

Tasks Completed
Today
Unscheduled Tasks Mentor- Follow Up

Mentor- Case
Resolution Tasks
Mentor- Follow Up
Delegated Tasks
Call Survey

Mentor- Outbound
Mentor- Onboarding
Mentor- Inbound
Survey
IV. Mentoring- List Views- Tasks
Use the drop down button next to task list to toggle to different accessible task list views:
Multiple tabs can be simultaneously kept open, each with a different task list view :
VI. Mentoring - List Views
1. Overdue Tasks :
2. Today’s Task :
2. Mentor- Inbound Task :
2. Mentor- Outbound Task :
VII. Mentor- List Views- Lists of Closed Tasks
1. Task Completed Today :
2. Recently Completed Tasks :
VIII. Inbound Tasks- Activity Flow :

1. The Inbound task will be reflected in the Open Activities section of the student account.

2. Inbound task - Primary Inbound - Manual - added under the open activities when the customer calls
in our helpline number.

The sub-activities are

A. Mentor Driven - the customer calls in the helpline as they missed/informed that they will call back
when the renewal agent called .
B. Mentor Guidance - customer needs assistance related to studies
C. Tech/Other Issues - any support or technical issues faced by the customer
D. Existing Open Cases- any issues faced by the customer which is in the open status

3. Once the ‘Capture Call Details’ is selected, there will be 4 options available
A. DNP - ‘Did Not Pick’ - to be marked when the customer misses/unanswered the call
B. Call Back Requested - to be marked when the customer requests for a callback. Option to set the
due and time will be shown as soon as the option is selected.
C. Customer will call - to be marked when the customer informs that they will reach out to us.
D. Proceed - to be marked when you have a successful conversation with the customer.
 INBOUND TASK

Call Connected - Proceed Call Did not Connect

Customer asked Customer will

Inbound Tech Did not Pick to call back call back
Issues

Inbound Other No (Needs Case

Issues Attention) Cycle

If the Outbound task

is open - in case of Issue
Inbound Mentor Driven the
resolved
Mentor Driven mentor will have the
option to execute the currently?
open task as well
As per the outbound Yes
task open. E.g.
Inbound Mentor Mentor- Follow Up
(No Live
Guidance Call Issue)
Inbound Task Transfer- How to take up buddy’s I/B task?
Customer Calls on the Mentor Helpline Number
(9243500459)

Inbound task created and assigned to a queue as per

the manager

Each mentor under the manager can see list view of

inbound task queue with due time ticking

If concerned mentor is free he assigns the If the account owner (Mentor- 1) is busy on
inbound task to himself another call

Mentor-2 takes the ownership of the Task of

Call connects and mentor executes the the
an account whose owner is Mentor-1
inbound task and closes it once the
conversation ends
Mentor-2 gets added to that specific
account team

Mentor completes the task. SLA is maintained

Mentor-2 completes the task. SLA is
maintained
Inbound Task Transfer- How to take up buddy’s I/B task?

Manager: Muthanna CT

Account Account Expected Close Date

S.No Subject Assigned To Created On Status
Name Owner Time

1 Primary-Mentor Inbound A Mentor-1 Mentor-1 27-Dec 10:00 AM 27-Dec 10:15 AM Completed

2 Primary-Mentor Inbound B Mentor-2 Mentor-2 27-Dec 10:05 AM 27-Dec 10:20 AM Open

3 Primary-Mentor Inbound C Mentor-2 Muthanna CT 27-Dec 10:20 AM 27-Dec 10:35 AM Open

4 Primary-Mentor Inbound D Mentor-3 Muthanna CT 27-Dec 10:15 AM 27-Dec 10:30 AM Open

How to execute an Inbound Task?

Click on the subject line of the Inbound Task that must be executed
Call Type – Mentor Driven :
Call Type – Mentor Guidance :
Making a customer phone call on SF- using Ameyo :
On Student account page, click on the Phone button at the bottom.
Ameyo pop-up opens, log in via Salesforce.com
Click on the extension which the calls to be made from.
Enter your phone number on which you want to receive calls from the ameyo so that you can connect with
the customer
Once your number is entered you have to make yourself available by clicking on the “Just Logged In”
option.
Once your number is entered you have to make yourself available by clicking on the “Just
Logged In” option.
Enter the phone no. from which inbound call was received, or click on the phone number already available
on the account page to make the call. Click on the “Call” button to call on the entered phone number.
Once call is connected the PE has to attach the call recording with the current account to map them
accordingly
 Frequently Asked Questions
Q. 1. Do the ‘Inbound tasks’ pertaining to the buddy only need to be assigned to self?
Ans. No. Task assignment to self needs to be done for all tasks irrespective of the account owner.

Q. 2. How to prioritize which task to pick from the Manager’s queue?

Ans. Pick the task that is due at the earliest.

Q. 3. Will the buddy have access to our student record for future reference?
Ans. Once added to the ‘Account Teams’, the buddy will be able to view the student record until the next
scheduled batch process runs to revoke the access.

Q. 4. Can multiple mentors have access to a student record?

Ans. All the agents added to the ‘Account Teams’ will have access to the student record.

Q. 5. Whose TAT will be affected once the inbound task goes overdue?
Ans. Until the task is ‘Open’ in the Manager’s queue, no agent’s TAT will be affected. However, Once you
assign the task to yourself, please ensure to execute it before the due time.
Thank You