Service Locator

Service Locator

While creating a Service Job in ServiceBench, if there are no Service Professionals showing availability on the calendar, the agent must then perform a radius search of all Service Professionals within 25 miles of the customer's zip code. This search produces a list of all Service Professionals who are in Active status and sorts them by distance from the customer's zip code. 
  1. Do not assign to a Service Professional without verbally confirming they can accept the job.
  2. Do not leave a message if nobody answers.
  3. If unable to verbally confirm a Service Professional can accept the job, then manually assign to Procure Vendor.

Process

  1. On the Calendar screen, click Start Over.
  2. On the Create Service Job screen, under General Information, update the Service Job Type to Carry-into Service Provider.
  3. In the Products section, select the Brand from the drop-down menu.
    1. All trades other than Appliances will show Other as the Brand.
  4. Click Find Service
    1. If necessary, agents can try entering the first 4 digits of the customer's zip code in order to increase the search range.
  5. The Service Locator by Radius screen will open.
  6. Starting at the top of the list, call up to 3 Service Professionals to see if they are able to take the job.
    1. For Emergency Service Jobs, call up to 4 Service Professionals
    2. For Medical Emergency Service Jobs, call all Service Professionals
  7. If we identify a Service Professional who is able to service the customer:
    1. Click the Radio Button next to their listing, then click OK.
    2. Click Continue to return to the Create Service Job screen.
    3. Manually select the date of service in the Scheduled Service Date field (if no date is given, select 3 business days out), then click Save.
    4. The Service Professionals information will now be updated in the Service Job.
    5. Proceed with normal Warranty Service Request process.
  8. If we do not identify a Service Professional who is able to service the customer:
    1. Click Start Over.
    2. Manually Assign the Service Job to Procure Vendor.
    3. Verify that the Service Job Type has changed back to On Site Repair (Consumer).

    Helpful Links

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

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