ServiceBench CEC

General Coverage & Inquiry Notation

❖Customers will sometimes call in with general
questions regarding their coverage.

❖There will not always be a service job attached to the

reason the customer is calling. However, the call
interaction still needs to be recorded.

❖Utilizing the CEC Notes on the customer’s account will

allow the interaction to be notated.
Customer Engagement Center
• Once the customer’s account has been verified and located, determine if the customer is calling
in about a service job.
• If the general inquiry question is Not related to a service job, then click on the notepad icon.
• This icon is only found on the customer’s CEC page.
Inquiry Notes
After selecting the notepad icon, a pop-up box will appear.
The subject line should start with “Inquiry – (insert primary item/subject)”.
The second box should have the documentation for the full call interaction.
Save Notes
Once notation is complete, select the “Save” button. Another pop-up box will appear.
Click “Yes” unless other information needs to be included.
Notation Timestamp
The notation will then save and timestamp to the left side with any previous notes.
If you click on the note, it will expand again for reading on the right. Scroll to read previous
notes.