NPF: Support Services

NPF: Support Services

Once the repairs have been completed, the customer must submit their itemized invoice/receipt as well as any photo's taken to supportservices@cinchhs.com.

Customer Support Services

  1. Retrieve documents via the Egain Queue.
  2. Reply to customer via email acknowledging receipt of documents.
  3. Attach the documents to the No Provider Found job in ServiceBench.
  4. Enter a Comment in the Service Job indicating the documents have been received and are attached to the job.
  5. Create an SS-Owner Co Claim Review exception.
    1. For Paid Invoices, the status should be set to In Progress
    2. For Quotes, the status should be set to Pending

Client Support Services

  1. Copy Service Job Number from work list and open in ServiceBench.
  2. Review the Comments and the attached documents to determine coverage.
  3. Use the attached documents to enter the Service Report in ServiceBench.
  4. Update the Part Line and all Required Fields.
  5. Create the Claim using the details captures on the invoice/receipt.
  6. Approve the Claim with the Customer Payable Amount.
  7. Update the Sub-Status and Service Type based on the decision.
  8. Complete the Service Job.
  9. Contact the customer via Phone or Email to advise of decision.
  10. Update the SS-Owner Co Claim Review exception to Complete.

    Helpful Links

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

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