ProBook Operations

Objective: 

ProBook is an AI-powered tool used by Frank Gay Services to automate and enhance customer service operations. It leverages an AI Agent to:

• Book service jobs

• Assist with customer inquiries

• Streamline communication workflows

• CSR is able to choose ProBook's Updated Version or Legacy Version Dashboards to perform their audits.

  • Note: The SOV is shown how to toggle and to work inside the Legacy Version. ​There may be a difference in appearance or location of actions. However, all operations and requirements are still outlined the same on both Versions. 

While ProBook manages a large portion of automated interactions, the Customer Service Digital Team (CSR Team) plays a critical role in supporting, auditing, and resolving customer concerns that require human oversight.
 

RULES

1. The CSR Digital Team is responsible for handling all escalations and ensuring service quality across ProBook-related interactions. Core responsibilities include:
    

   • Escalation management

   • Auditing booked jobs

   • Reviewing non-booked jobs

   • Handling miscellaneous customer concerns

   • Billing inquiries

   • General customer service inquiries

   • Cancellations and reschedules
      

The CSR team ensures all customer interactions meet service standards and are properly resolved within ProBook’s CRM system.
 

​2. Inbox Management Priority

• Priority Inbox (Top Priority Tasks)

  • The Priority Inbox contains high-level escalations requiring immediate attention.

  • CSRs must:

    • Continuously refresh the inbox throughout their shift

    • Monitor for new urgent cases in real time

    • Address all escalations promptly

• ASK Folder (Secondary Workflow)

  • After clearing the Priority Inbox, CSRs must proceed to the ASK Folder

    • This folder contains general ProBook-related concerns that require follow up or investigation
       

 

⚠️ Critical Rule for Inboxes:

No email may be moved to Completed/Reviewed until:

• The required action is fully resolved AND

• The Callback Status in ProBook’s CRM is marked as Completed
  
  3. CRM & Callback Status Requirements

  • Every customer interaction must be properly documented in ProBook’s CRM

  • The Callback Status must reflect the current state of the case

  • Only when:

    • The issue is resolved

    • Customer communication is complete

    • Case notes are updated
       

Then the status can be marked Completed, and the email may be filed accordingly
 

4. Templates & Scope Compliance

• All CSRs must use approved ProBook Templates when responding to customers

• Each response must align with the defined Scope of Work

• Templates ensure:

  • Consistency in communication

  • Professional tone

  • Accurate information delivery
     

5.​Standard Operating Procedure Reference

• All CSRs must follow the ProBook Standard Operations Video

• This serves as the official guide for:

  • Workflow handling

  • System navigation

  • Escalation procedures

  • Best practices

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Please Note: For additional demos or SOPs, you can select Walkthrough button inside of ProBook to provide further explanations of fields, outcomes and other features inside of the ProBook CRM System.