Potential Recall: Customer Service

Potential Recall: Customer Service

A Potential Recall is a Service Request on a product/item recently serviced, and the customer is reporting the same failure within the 180-day workmanship guarantee period (14 days for plumbing stoppages).

Be sure to advise customer of potential recall information using the Potential Recall Scripting.

For Emergency/Medical Emergency Service Requests, agent will need to swivel to ServiceBench to initiate the Recall.
  1. Open the Service Request in Zoho
    2. If the original Service Request is not in Completed status, agent will need to swivel to ServiceBench to initiate the Recall.
  2. Reach out to the original Service Professional to verify they can accept the job.
    3. Be sure to copy the original SP information for your records in case manual assignment is needed.
  3. Click Recall Dispatch. The system will start the initiation process by confirming the recall time frame.

    1. If the request is outside of the recall time frame an error message will display. Use the Ineligible Script to advise customer. A new Service Request will need to be created as this is not a recall.

  4. The original case will refresh, click Service Request.
  5. Zoho will auto assign the Service Request to the original SP.
    1. If the original SP does not show availability, the system will display the Force Assign pop-up. Force Assign to the original SP.
    2. If unable to Force Assign to the original SP, assign to Procure Vendor.
      3. If the original SP is no longer active, an error message will display. Click OK and follow normal assignment guidelines.
  6. Once the SP has been assigned, the Service Request will auto populate the Special Instructions. Click Next.

  7. On the Deductible pop-up, the Waive Reason will automatically be selected, click Confirm Appointment.

  8. The Recall Service Request is now created. Provide information to the customer.
  9. Enter a Comment including all pertinent information.

  10. Enter the Call Log Activity inside the Case.
    1. Call Category: CS - Service Initiation 
    2. Call Sub Category: Recall
    3. Click the Swivel to SB? box if the recall had to be initiated in SB


Review the Potential Recall: Customer Service Module by clicking the link below:

    Helpful Links

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

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