Customer Service Note Templates

Customer Service Note Templates

Use the below Note Templates for Service Initiation, General Inquiries, and Follow Up Calls.

Scenario

ServiceBench Field

Note Type

Note Template

Warranty Service Request

Description

N/A

Warranty/Repair Service Request

Preventative Maintenance Service Request

Description

N/A

Preventative Maintenance Service Request

Reimbursement Service Request

Description

N/A

Reimbursement Service Request

Potential Recall

Description

N/A

Warranty/Repair Service Request. This is a recall service request and is covered under the workmanship guarantee.

Special Instructions

N/A

This is a recall service request and is covered under a workmanship guarantee. The customer will not be responsible for a deductible payment for this service job if the failure is diagnosed to be the same as the original repair. This service job requires a claim estimate to be reviewed by Cinch for adjustment of the deductible payment on the claim.

Multiple Service Job (First Product Line Item)

Description

N/A

Warranty/Repair Service Request. This request includes multiple items and will have related service jobs scheduled for the same service visit.

Special Instructions

N/A

This request includes multiple items and will have related service jobs scheduled for the same service visit. The customer will be responsible for only 1 deductible payment for this service job.

Multiple Service Job (Additional Product Line Items)

Description

N/A

Warranty/Repair Service Request. This request includes multiple items and will have related service jobs scheduled for the same service visit.

Special Instructions

N/A

This request includes multiple items and will have related service jobs scheduled for the same service visit. The customer will not be responsible for a deductible payment for this service job. This service job requires a claim estimate to be reviewed by Cinch for adjustment of the deductible payment on the claim.

Multiple Service Job (Plumbing/Electrical Grouping)

Description

N/A

Warranty/Repair Service Request. This request includes multiple items listed on the same service job for the same service visit.

Special Instructions

N/A

Electrical Item Grouping:

This request includes multiple items not listed in the product line of this service job. The customer will be responsible for only 1 deductible for this job. Contact Cinch to confirm coverage for doorbells, garage door openers and other electrical items not listed.

This job includes the following items:

<item>, <location>, <problem> (for each individual item)

Plumbing Item Grouping:

This request includes multiple items not listed in the product line of this service job. The customer will be responsible for only 1 deductible for this job. Contact Cinch to confirm coverage for faucets, water heaters and stoppages.

This job includes the following items:

<item>, <location>, <problem> (for each individual item)

Reschedule Appointment

Comments

Public

Use when the calendar does not show capacity for the Service Professional. Call the SP to inform of the reschedule request and the need to confirm another appointment date and time, since scheduling could not be processed via ServiceBench Calendar.

Capture the appointment time in the Comments.

Procure Vendor Request

Comments

Private

This service job has been forwarded to the Service Network Department to assign a service company.

General Inquiry

CEC Notepad

N/A

Note Subject:

Inquiry-<insert primary item/subject>

Second Box:

​Document full call interaction.

All Interactions

Comments

Private

Callers Name:

Reason for Call:

Reason Details:

Action(s) Taken:

Closing Call:

    Helpful Links

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

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