Service Professional Assignment Guidelines

Service Professional Assignment Guidelines

This article outlines the Service Professional assignment logic and guidelines for use based on severity.

Standard Severity

  1. The system will automatically attempt to assign the top-ranked SP with availability based on the details of the customers Service Request. One of the outcomes below will occur:
    1. Best SP is Third-Party SP: Agent will be redirected to the Confirm screen. SP is assigned.
    2. Best SP is Sears: Agent will be redirected to the Calendar screen to choose an appointment.
      3. If none of the appointment windows are favorable, click Best SP at the bottom of the Calendar screen to assign to a different third-party provider.
    3. No Best SP Found: Agent will be redirected to the Extended Search Results screen where additional SPs can be viewed.
      1. The SP List is sorted by rank and distance. Always work from top to bottom.
      2. Call up to 3 service companies to attempt to secure an SP.
      3. Adjust the mile radius up to 100 miles as needed.
        1. If you secure an SP: Assign the SP
        2. If you are unable to secure an SP: Force Assign to Procure Vendor for Dispatch to work.

Emergency Severity

  1. Agent will be directed to the Calendar screen to secure and select an SP.
  2. Click + Service Pros to display list of providers.
  3. Call up to 4 service companies to attempt to secure an SP.
    1. If you secure an SP within the first 4 attempts, select the confirmed SP from the Calendar screen to assign them.
    2. If you are unable to secure an SP within the first 4 attempts, assign the top-ranked SP that did not answer from the Calendar List.
      3. DO NOT assign to an SP that verbally confirmed they could not take the job.
    3. If less than 4 SPs are returned from the Calendar, call the SPs in the Calendar List then go to the SP Extended Zip Search option to view additional SPs.
    4. If no SPs are returned via the Calendar or Extended Zip Search OR If all SPs confirm they cannot take the job, Force Assign to Procure Vendor for Dispatch to work.

Medical Emergency Severity

  1. Agent will be directed to the Calendar screen to secure and select an SP.
  2. Click + Service Pros to display list of providers.
  3. Call ALL service companies from the Calendar List to attempt to secure an SP.
    1. If you secure an SP from the Calendar List, select the confirmed SP from the Calendar to assign them.
    2. If you are unable to secure an SP from the Calendar List, then go to the SP Extended Zip Search option to view additional SPs.
    3. If no SPs are returned via the Calendar or Extended Zip Search OR If all SPs confirm they cannot take the job, Force Assign to Procure Vendor for Dispatch to work.

    Helpful Links

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

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