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Force/Manual Assignment
Force or Manual Assignment is used to assign a Specific Service Provider to a service request. The Service Provider must be Active in our system to force assign to them. Do Not Force Assign to National Accounts (Example: Sears, GE, etc.). When to use ...
Service Provider Assignment Guidelines
This article outlines the Service Provider assignment logic and guidelines for use based on severity. Time Zone Check Before making any outbound call to a Service Provider, ensure that the provider's local time is between 9AM and 6PM. To check this, ...
Call Log Activity: Customer Service
A Call Log Activity is entered in Zoho at the end of every customer interaction when there is a customer account in our system. There are 2 locations to enter a Call Log Activity based on the reason for the call: Service Job Related Calls: Create the ...
Manual Service Form
The Manual Service Form is located on the Cinch Portal (interchange) and is used when the ServiceBench system is down or the account is showing in TIMX SCM but not in ServiceBench. If the account is not showing in ServiceBench but is verified in TIMX ...
Single Item Service Request
When a customer calls in to request service on an item in their home that is failing, a Service Request is created. Zoho Locate the customer's account using either the link on the CTI pop-up or the find/search functions. On the Customer Account page, ...