Sears on Sears Service Request

Sears on Sears Service Request

When a Sears customer requests service for an appliance, Sears will be the only Service Provider presented for dispatch in the zip codes they service. 

Process

Zoho

  1. When creating a Service Request for a Sears Home Warranty customer, Zoho will automatically check Sears availability and direct agent to their calendar for scheduling.
  2. If Sears is not available, Zoho will attempt to assign to another available Service Professional.
  3. If no Service Professionals are showing available, proceed with the Service Professional Assignment Guidelines.

ServiceBench

DO NOT manually select the Sears on Sears Program for a Non-Sears Warranty Type.

  1. When creating a Service Request for a Sears Home Warranty customer, the Program field will auto populate to Sears on Sears.
  2. Continue with Warranty Service Request process.
  3. Click Find Service.
    1. If the calendar contains available appointments, proceed with assignment.
    2. If the calendar does not contain any available appointments or are not within an acceptable timeframe, assign to a different Service Professional.
      1. Click Start Over
      2. Update the Program field to Select
      3. Click Find Service
      4. Assign to a Service Professional following the current assignment guidelines.
Review the Sears on Sears Program Field Module by clicking the link below:



    Helpful Links

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

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