Processes

Zoho

1. Locate the customer's account using either the link on the CTI pop-up of the find/search functions.
   
2. On the Customer Account page, click Expand Menu and select Contracts.
   
   
3. Verify contract information is correct, then click Initiate Service.
   
   

Click the Plus Sign for additional contract information.

4. Zoho will automatically create a Case for the Service Request. Click Expand Menu and select Service Request.
   
   
5. Under the Area & Trade tab:
   
1. Trade: Choose the appropriate trade that matches the customer's request.
   
2. Service Request Type: This field will auto-populate to Warranty.
   
3. Event Type: This field will auto-populate to Standard.
   
4. Severity: This field will auto-populate to Standard.
   

This field can be updated to Emergency or Medical Emergency as necessary. Follow  Service Professional Assignment Guidelines ​ in these instances.

5. Click Next
   
   
6. Under the Item & Brand tab:
   
1. Select the Item (and Item Type of applicable).
   
   
2. Select the Brand.
   
   
3. Enter all Service Job Information, then click Next.
   
   
7. Zoho will automatically assign the highest ranked SP with availability.
   
8. Under the Confirm tab:
   
1. Verify the customer contact information is complete and correct.
   
   
2. Scroll down to Service Job and enter the Service Description using the Service Description manual note template, then click Next.
   
   
3. Enter Special Instruction if needed.
   
9. Agent will then be directed to the Deductible Collection screen.
   
1. Select Pay with Card, then click Submit.
   
   
2. Read Service Call Fee/Deductible Collection Scripting to customer.
   
3. Enter Payment Details, then click Submit.
   
   
4. Information pop-up will show a Payment ID to give to customer. Advise of information then click OK.
   
   
5. Click Confirm Appointment.
   
   
6. Information pop-up will display Service Request Number. Advise customer of information then click OK.
   
   
10. Agent will be directed back to the Service Request.
    
11. Advise customer of SP information.
    
    
12. Scroll down to Comments section and enter the details of the call, then click Save All.
    
    
13. Log call.
    

ServiceBench

1. Locate customer record using Customer Search.
   
2. In the CEC, click New Job.
   
   
3. Create Service Order page will populate with the customers information.
   
4. Under the Customer section:
   
1. Service Request Type: Select Warranty.
   
   
5. Under the Products section:
   
1. Product Line: Select the item being serviced.
   
2. Model/Serial Number: Enter the model/serial numbers. If customer is unable to supply, enter "Verify" in both fields.
   
3. Brand: Select the Brand of item being serviced.
   
4. Unit Location: Select where the unit is located in the home.
   
   
6. Under the Service Description section:
   
1. Description: Enter the description using the Service Description manual note template.
   
2. Severity: Select Standard.
   
3. Click Save.
   
   
7. The Edit/View Service Order screen will populate with the Service Order ID.
   
1. Click Add Service Job.
   
   
8. Record Deductible Information pop-up will display.
   
1. Select Collect Deductible.
   
9. Agent will be directed to the Payment Details screen.
   
1. Read Service Call Fee/Deductible Collection Scripting to customer.
   
2. Enter Payment Details, then click Submit.
   
   
10. The Create Service Job page will populate.
    
11. Under the General Information section:
    
1. Problem Description: Enter the problem description.
   
   
12. Under the Products section:
    
1. Problem Code: Select a problem code.
   
2. Click Find Service.
   
   
13. The Select Service Provider page will populate with the highest ranked SP's with availability selected, click Continue.
    
    
14. The Availability Calendar will populate.
    
1. Select a Date/Time, then click OK on the Select Time pop-up.
   
   
15. The Edit/View Service Job screen will display, click Submit.
    
16. Enter details of the call in the Comments and click Save.