Five9 Lightning Call Notes Workflow PDF

OVERVIEW & PURPOSE ================== Call notes can be created either during or after a call has been completed. Call Notes are entered in the comments section of the Five9 Softphone. If the wrap up time has been completed, call notes can also be updated on the call activity in Salesforce. Each ca...

OVERVIEW & PURPOSE ================== Call notes can be created either during or after a call has been completed. Call Notes are entered in the comments section of the Five9 Softphone. If the wrap up time has been completed, call notes can also be updated on the call activity in Salesforce. Each call note should include who we spoke to, what it was regarding, what the result of the call was. Call notes should be specific enough that the next person who speaks to the client will know what occurred on the previous call even if the original person is not in the office that day. REQUIRED SYSTEMS 1. Salesforce 2. Five9 Softphone EXAMPLE CALL NOTES: **Order Placements:** Who requested the order, what product was ordered, was it an autoship or a one-time purchase, did we verify the address, what shipping method was chosen*.* I.e.: *Spoke to "owner's name" placed an order for Interceptor 6 pack for Spike, every 6 month autoship, standard shipping, confirmed address with owner.* **Practice Portal Inquiries:** Typically, clinic calls. Who did we speak to at the clinic, what specific issue did they encounter in PP, was it able to be resolved over the same call or did we need to reach out to Gina/tech support. I.e. *"Staff's name" called regarding PIMs linking issue for "pet/owner's name" Manually added PIMs ID into SF and confirmed that they were able to see that it is now linked.* **Clarifications:** What was the clarification that was being called on, who did you talk to regarding the clarification, what was the result. I.e.: *Spoke to "owner's name" asked if they were pet sharing Interceptor, yes, sharing with "insert pet's name, weight, DOB" or LVM for owner asking if they are pet sharing Interceptor, will need patient name/weight/DOB when owner calls back.* **Clinic call backs on clarifications:** If calling for a compound document who called from the clinic, what patient they called about and that you transferred to WWP/WAZ for clarification. If possible, also include RPhs name you transferred to. If it's a CAV product document all the same information and which BR RPh you spoke to. *I.e. "Staff's name" called regarding clarification for "pet/owner's name" transferred to WW RPh (insert name) for clarification.* **Track Order:** Who you spoke to, which order did they want to track, what does the tracking information says. *I.e. "Owner's name" called regarding "order number". Per USPS tracking should arrive "insert date". Or "Owner's name" called regarding "order number" still in process pending vet approval, verification, compounding, etc.* **Update Existing Order:** Who you spoke to, what needed to be updated. *I.e. "Owner's name" called regarding "order number", requested to update shipping method/address/etc* **Billing Inquiry:** Who you spoke to, what order were they reaching out about, what did they need. Sometimes this can be regarding coupon issues, pre-authorization holds, invoices. *I.e. "spoke to "owner's name", they were calling regarding a pending authorization hold on "order number" explained to owner that pre-auth happens automatically when order is placed, but the charge won't go through until after the order has shipped.* Or in the case of a cancelled order, *explained to owner that the pre-auth should fall off within a few business days depending on their bank.* If an owner is calling for an invoice: *Spoke to "owner's name" regarding "order number", owner requested we email invoice for insurance.* **Autoships/Refill Reminders:** *LVM refill reminder for "pet name/RX name"* Or *LVM autoship migration for "pet name/RX name"* or *Spoke to "owner's name" regarding refill reminder for "pet name/RX name" placed one time order with standard shipping, confirmed address* or *Spoke to "owner's name" regarding autoship migration for "pet name/rx name", helped register account and enter payment/address information through migration page. Confirmed next order date.* **Transferring a Call:** Who is calling/what they are calling about and who you are transferring to. *I.e. "Owner's name" calling Jessie back regarding email case/billing issue/etc, transferred call to Jessie* **Common Abbreviations:** **LVM/LMOM:** Left voicemail, left message on machine **OVN/NDA:** overnight shipping, next day air **CDS:** controlled dangerous substance **Rph:** pharmacist **DOB:** date of birth **DVM:** veterinarian