Purpose:
Section titled “Purpose:”The purpose of this work instruction is to document the steps for adding or removing a client from “extra care” in Pzzle so that this information is viewable to all team members and so that the “extra care” tag is added to all tickets.
Scope:
Section titled “Scope:”The health of our client relationships is everyone’s responsibility. Any team member can recommend a client be placed on extra care and depending on what corrective actions are needed any department could be involved and needed to restore the relationship to a healthy state.
Responsibility:
Section titled “Responsibility:”Account Administrator or Director of Operations in their place: Responsible for following the work instruction to add or remove a client from extra care in Pzzle.
Completion Criteria:
Section titled “Completion Criteria:”-
Completion is the “extra care” tag either being added or removed from the client.
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Under the Extra Care Tab in Pzzle, Extra-Care toggle is either on or off depending on whether client is being added (on) or removed (off).
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Complete notes made under extra care description and instruction section.
Records:
Section titled “Records:”Extra Care Process Document - stored in Pzzle - see relationships
Steps:
Section titled “Steps:”During or immediately following the Monday CST meeting when the determination is made to add or remove the client from being extra care the Account Administrator does the following:
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Account Administrator adds or removes the “extra-care” tag on client’s customer profile in Pzzle so service desk team is aware of situation.
a) To add the extra care tag click the add tag icon in the top of the screen near the client name. https://centrexit.pzzle.app/s/Production/download/upload/be17fa102a95767b4cfb0d03bb811dea/Capture%201.JPG
b) Type “extra-care” and hit enter on the keyboard. If you did it correctly it will become a red eye icon. https://centrexit.pzzle.app/s/Production/download/upload/43e9c40d354fa8d1adbd663e80d0fb85/Capture%202.JPG
c) To remove the extra care tag hover your mouse in the top right corner of the red eye icon and click the “x”. Hit save.
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Under the Extra Care Tab in Pzzle toggle the Extra-Care toggle to the on or off position depending on whether client is being added (on) or removed (off).
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If client is being added to the extra care list Account Administrator puts extra-care description which includes the reasons the client was determined to be extra care as well as documents any instructions in the instructions field that the team needs to be aware of when providing support to assist with returning the relationship to a healthy state. Bullet points providing details for both fields are best so our team can easily read them.
a) If client is being removed from extra care be sure to remove any notes in the description and instruction fields. https://centrexit.pzzle.app/s/Production/download/upload/86ce47cb7770d2e773099e76038b2da3/Capture%203.JPG
Hit Save before you leave the screen.
Section titled “Hit Save before you leave the screen.”Process References:
Section titled “Process References:”- Create a relationship back to related process. Note: Please add KB relationships to core process, process, SOPs or other WIs on the right.