Check Coverage

Check Coverage

When creating a Service Request, agents should always verify that the customer has coverage for the item they are requesting service for. This can be done using the Check Coverage Bot in ServiceBench or using TIMX SCM.

ServiceBench

The Check Coverage Bot will automatically display as a pop-up when entering a customers CEC or Service Job.
  1. Locate and open the relevant Service Job in ServiceBench.
  2. Once the pop-up displays, click Check Contract.

    3. The Bot will capture the customers Contract Number from ServiceBench and display a new pop-up.
  3. On the Check Coverage pop-up, select the Trade from the drop-down.

  4. Select the Product on the drop-down.

    1. Products will populate based on the Trade selected.
    2. Keyword Search can be used for specific products that may not be listed.
  5. Click Search.

  6. The customers Home Warranty Agreement will display with the selected Product or Keyword highlighted throughout the document.

TIMX SCM

If the Check Coverage Bot is unable to locate a contract, or today's date is NOT between the contract Start Date and End Date, the agent should then attempt to manually search for the contract via TIMX SCM. There are 3 ways to view coverage within TIMX SCM.

View PDF

  1. Open Customer Record.
  2. Under TIMX Navigation, select View PDF.

  3. Customer Terms and Conditions PDF will display.

View Declaration Page (Dec Page)

  1. Open Customer Record.
  2. Under TIMX Navigation, select TP DEC Page.

  3. Update pop-up with customer specific information.

  4. Declaration Page will display.

Account Information

  1. Open Customer Record.
  2. On Enrollment Screen, click Coverage.

  3. Coverage Screen will open showing all of customers coverage.


    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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