In chat or email, what is the audit-score impact when an agent fails to share a required FAQ?

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• What should an agent do when a client asks to speak with the Legal or Accounts team?

  ⚡Quick answer - First, consult the relevant FAQ and try to resolve the client’s query yourself. If the client is still unsatisfied, ask them to email their concern; the Legal/Accounts team will evaluate it and reply within 24 hours. Only email is ...

• Is it okay to share the Myoperator plan details in the email body?

  ⚡Quick answer - • No, it needs to be sent in PDF format. • If you send the plan in the body of the email, the email will not look good; it will look a bit nasty. • It would be easier for the customer to view the PDF shared, because the customer will ...

• What should an agent do if a payment meant for a prepayment is wrongly settled?

  ⚡Quick answer Two outcomes are possible—check which one applies: Client has consumed the services → Both invoices stay valid; the client must pay for all invoices. Client has NOT consumed the services → Initiate a debit note via the refund process ...

• When does the Accounts Team share the Unclaimed Payments Report, and what should agents do?

  ⚡Quick answer The Accounts Team emails an “Unclaimed Payments Report” every Friday, plus a Final Report on the last date of the month. Agents should regularly check these reports to identify payments that remain unclaimed or unsettled for their ...

• What should an agent do when a client accidentally makes a payment or pays twice?

  ⚡Quick answer First, check whether the payment is reflected in the Account Panel. If it is not reflected, have the client confirm bank deduction; wait 2-3 days; if still missing, raise a ZOHO CRM refund ticket with the client’s bank statement. If it ...