HA APPROVAL PROCESS

Lost Pet
Approval Process

​The agent will be choosing a new case from HA Lost - For Review.
CSR will open the case, and we will click on "Case Number".

We have to click on Work on this Case first, for it to be assigned to us.

Then we need to click on the Report Name: "HAP-..."

If we have all the details and the correct information, we will click on Generate Poster. 
Salesforce will collect all the data, and generate a PDF, this takes around 30 seconds to complete. 

Refresh the tab.
In the "files" section you will see a new file generated, open this to check it.  
If the poster is fine we have to verify if the link works since this link will be the same link the customer will receive.

​

Requirements for the picture

FOR LOCATION LAST SEEN - Please list the street the pet was last seen on, as well as the nearest intersection or cross streets. 

REWARD: Per HomeAgain policy, the lost pet posters and alerts can not contain anything pertaining to a reward. Please remove and resubmit for approval. 

STOLEN: Per HomeAgain policy, the lost pet posters, and alerts can not state or imply anything pertaining to the pet being stolen or taken. Please remove and resubmit for approval. 

PEOPLE: Per HomeAgain policy, we are unable to send lost pet posters or alerts with pictures of people. Please add a picture of the pet only and resubmit for approval. 
PET NAME - No inappropriate names. *In case of doubt reach out to your supervisor.

Drag and Drop

How do we know the picture will be a good picture for the poster?​ ​

Placeholder

Drag these tiles and drop them in the correct blank above

Only the Pet, no kids or any other person on it.

Include as many people as possible

Use a blurry image

Choose a picture with low resolution

Multiple Choice

We can use inappropriate names? TRUE OR FALSE

• TRUE

• FALSE

Multiple Choice

We can add reward to the poster?

• TRUE

• FALSE

Multiple Choice

We do not add the Pet Parents location, only near by streets

• TRUE

• FALSE

​We will click on Approve Lost Report. 
Approve Status changes to Approved on the HomeAgain process. 
The case will be closed.

An email will sent to Pet Rescuer with the Link. 

Drag and Drop

How do we know we can approve a case?​ ​

Placeholder

Drag these tiles and drop them in the correct blank above

A Link is present in the pet image field.

It turns green.

You will get a notification.

The pet owner will call us.

If the Poster is not OK? 

We have to go back and verify if we have all the details and the correct information. Then, Continue with the Approval Process.

Multiple Choice

We must verify the information is correct before approving?

• TRUE

• FALSE

If we don't have enough information or if we have the wrong information: 

The agent will reject the Lost Report. 

The agent will add some notes or use one of our predefined texts to let customers know that we are missing information.

SalesForce will send an email to the customer asking them to complete the updates and send missing information.

The Approval Case will automatically be marked On Hold / Awaiting Information

The following update has to be done within 24 hours. What do we have to update? 
CSR updates photo
Customer emails photo. 

The case is updated/created with photos in "files". 
Download photo 
Open Pet, and upload a photo. 

CSR opens HomeAgain Process records and clicks on "Update Lost Report".
We will update notes and text here too.

Then, the HomeAgain Process Approval Status is set. to "In Review". 
The case will be updated to "In Progress". 
If we have all the details and the correct information, we will continue with the approval process. 

How was it updated? 

Web 

The customer logs into the website and updates the report 

Then, the HomeAgain Process Approval Status is set. to "In Review". 
The case will be updated to "In Progress". 
If we have all the details and the correct information, we will continue with the approval process. 

AUTOMATED REMINDERS

The following update has to be within 24 hours. If not:
 
An email is sent from SalesForce to remind customers about the missing information. We will be waiting for another 24 hours. If we get a response from the customer, continue with: How was it updated?? 

If we do not receive an update from the customer: An email will be sent from SalesForce to tell the customer we are closing the report. We will be closing the case and setting the Lost Report to cancel.