Procure Vendor

Procure Vendor

Procure Vendor is used when a Service Professional cannot be located through the normal assignment process and a request must be sent to Dispatch to locate one.

Advise the customer of the following script (does not need to be verbatim)

Script

“<Customer Name>, I am not able to secure an appointment at this time with a Service Professional in your area. I will be forwarding your request to our Dispatch Team and they will actively work to secure a technician that can work on your <item> service request. You will receive an email confirmation when the technician has accepted the job. Once you receive the email you can contact the Service Professional at your earliest convenience to schedule your appointment.”

Process

Zoho

Once the Customer Service Agent has been through all steps in the Service Professional Assignment Guidelines with no success in locating a Service Professional, they will Force Assign the Service Request to Procure Vendor.
  1. On the Assign SP pop-up select Force Assign.

  2. On the Force Assign pop-up select Procure Vendor, then click Assign.

  3. Service Request will update showing Procure Vendor Dispatch under the Service Pro section.

  4. Proceed with normal Warranty Service Request process.
  5. Add Comment advising Service Request was sent to Dispatch, then click Save All.

ServiceBench

When the Customer Service Agent selects Find Service and no Service Professionals are available, No Eligible Service Providers Found will display on the screen.
  1. Click Manually Assign.

  2. In the Manually Assign pop-up click the Search icon.

  3. Enter Procure Vendor in the Company Name field in the Service Provider Lookup pop-up and click Search.
  4. Click the Check Mark next to the correct account.

  5. The Manually Assign pop-up will now have the Procure Vendor account information filled in, click Manually Assign.

  6. The Service Job will now be assigned to Procure Vendor, click Submit.

  7. Enter notes in the Comments advising the Service Job was sent to Dispatch, then click Save.


    Helpful Links

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

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