Manual Service Form

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 SCM, the agent must reach out to an immediate supervisor or manager to have the account updated to in ServiceBench.

Manual Claim Form
Form fields with a red asterisk * are required.
  1. Date: (populates the current date)
  2. Requested By: (agent ServiceBench username)
  3. Service Type (Claim Type): (select one of the options)
  4. Job Number: (if available)
  5. Does the customer need to be contacted by a supervisor?: (select yes if the homeowner requests it and is unable to de-escalate; and no supervisors are currently available)
  6. Severity: (select appropriate severity, per caller’s information)
  7. Agent Location: (select site)
  8. Contract Number: (once verified in TIMX SCM, enter customer contract number)
  9. Caller First and Last Name: (verify with caller)
  10. Caller Phone Number: (have caller provide best contact number)
  11. Homeowner First and Last Name: (if different than caller)
  12. Property Address: (verify and provide correct property address for warranty)
  13. City, State, and Zip Code: (same as above)
  14. Deductible Amount: (verify in TIMX SCM and select correct option)
  15. Email Address: (verify)
  16. Vendor Name/Phone Number: (if able to use service locator in ServiceBench)
  17. Product Line: (item needing service)
  18. Problem Description: (briefly describe issue caller is advising)
  19. Location of Item: (location in the home or area of the home item services or if only unit)
  20. Manufacturer/Model/Serial/Color: (inquire from caller if service is for an appliance)
  21. Size/Dimensions: (n/a)
  22. Notes: (document what transpired on the call as if you were able to document in ServiceBench; follow notation template if necessary)

    Helpful Links

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

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