Order Creation Scorecard
Agent Name
*
First Name
Last Name
Agent Email
*
example@example.com
Manager Email
*
example@example.com
Salesforce Case Number
*
Service Orders (Header) - SRO Number
*
Service Contract
Service Contract (Header) - Is the customer on a contract or credit hold?
*
Yes
No
Service Order Lines
SRO Lines - Did the agent enter the correct item in the Item field (machines only, in this field)?
*
Yes
No
N/A
SRO Lines - What was the Line Status of the SRO?
*
Open
Closed
SRO Lines - Did the agent enter the Contract number information on the SRO Lines?
*
Yes
No
Service Order
Service Orders Header - Did the agent select an appropriate ship to number (code cannot be 0)?
*
Yes
No
Service Orders (General) - What is the Working Status of the SRO?
*
Open
Closed
Cancelled
Service Order Operations
SRO Operations - What is the SRO Operation Status?
*
Open
Closed
SRO Operations - Did the agent add the appropriate SRO Operations (look for duplicate oper#s)?
*
Yes
No
Service Order Transactions
SRO Transactions - Did the agent select the appropriate Trans Type on the SRO Transactions? If no, see explanation below.
*
Yes
No
SRO Transactions - Did the agent select the appropriate Trans Type on the SRO Transactions? No, explanation.
SRO Transactions - Did the agent enter a valid Item on the SRO Transactions?
*
Yes
No
SRO Transactions - Did the agent enter the correct quantity on the SRO Transactions?
*
Yes
No
SRO Transactions - Did the agent save all SRO Transaction Items?
*
Yes
No
Salesforce Case Review
Salesforce Case - Is the Order Number captured on the case in the SON# field?
*
Yes
No
Salesforce Case - Did the agent select the Case Type related to the customers' concern? If no, see explanation below.
*
Yes
No
N/A
Salesforce Case - Did the agent select the Case Type related to the customers' concern? No, explanation.
Salesforce Case - Did the agent select a final outcome related to the customers' concern? If no, see explanation below.
*
Yes
No
N/A
Salesforce Case - Did the agent select a final outcome related to the customers' concern? No, explanation.
Salesforce Case - Did we address all of the customer’s concerns? If no, see explanation below.
*
Yes
No
Salesforce Case - Did we address all of the customer’s concerns? No, explanation.
Salesforce Case - Did the agent notify the customer of the replacement fee?
*
Yes
No
N/A
Salesforce Case - Did the agent notify the customer (via email or phone) that their request was processed?
*
Yes
No
N/A
Scoring
Total Score
Status Message
Sender Name
Submission Date
/
Month
/
Day
Year
Date
Additional Comments:
Submit
Should be Empty: