Decision Desk Note Template

Notation is extremely important for the Decision Desk process. Writing understandable and clear notes is required to help the agents that come behind you know what is happening in the job in order to relay accurate information to the customer.

1. Note Templates make it easier for departments to quickly find the information they need.
2. It is important to use the Note Template exactly as listed so that everyone can find the information they need.
   

Decision Desk Note

DECISION DESK TEMPLATE
AGENT	Agent’s Name
JOB NUMBER	Service Job Number
CONTRACT	What type of contract (HMS, P3, etc.)
CONTRACT NUMBER & START DATE	Contract Number and the Effective Date
STATE	What state is customer in
CA/IA/SAMS	Is customer in CA/IA, or is this a Sam's Club HVAC
PART(S) FAILED	What part/parts have failed
REASON FOR FAILURE	Why did the part/parts fail
SUPPORTING EVIDENCE	What is the supporting evidence for the denial
AGENT COMMENTS	Any comments from the agent
CONTRACT CITATION	Where is denial located in contract and what is verbiage
ADDITIONAL NOTES	Any additional notes
FULL/PARTIAL	Is this a full or partial denial

Example

Add spaces between each section to make it easier to see each section in detail.

Agent: Justin Petronico

Job Number: SCCS8416B2AA-1

Contract: HMS

Contract Number & Start Date: 10740560.5 and 03/15/2024

State: MD

CA/IA/Sams: No

Part(s) Failed: Gas line outside of home

Reason for Failure: Leaking

Supporting Evidence: No optional outside gas line coverage

Agent Comments: Gas line leaking outside the home

Contract Citation: VI.3 “located outside the perimeter of the main foundation”

Additional Notes: n/a

Full/Partial: Full

Customer Service Note

In an effort to help Customer Service better relay denial information to the customer, the following note has been added after the Decision Desk Note.

This will not be used for CA/IA or Sam’s Club HVAC denials.

Example

***CUSTOMER SERVICE NOTE***

SP called in to give a diagnosis on your gas line

Per section VI.3 of your contract:

Located outside the perimeter of the main foundation is not addressed

To see the details of coverage related to this claim in your service agreement, please log into MyAccount.

***END OF CUSTOMER SERVICE NOTE***

• Related Articles

• Authorizations Note Templates

  Notation is extremely important for the Authorizations Process. Writing understandable and clear notes is required to help the agents that come behind you know what the next steps for the job are. Authorizations use Note Templates to make it easier ...

• Parts Procurement Note Template

  These Note Templates are used when a Parts Procurement job needs to be created due to Sears, GE, or Whirlpool not being able to locate the needed part, the part was NLA through their suppliers, or are recommending a replacement. Customer Service ...

• Escalations Note Templates

  Notation is extremely important for the Escalations process. Writing understandable and clear notes is required to help the agents that come behind you know what is happening with the job in order to relay accurate information to the customer. Note ...

• Customer Service Call Flow

  Script Scripting/Handling Greeting & Introduction “Thank you for calling: Customer Service Sears Home Warranty Customer Service (ONLY when no Caller Screen Pop) My name is <Agent Name>, “To whom do I have the pleasure of speaking with?” “May I please ...

• Note Prefixes

  Use the note prefixes below in the Subject Line of the CEC Note Pad when entering comments: Note Prefix Created By When to Use Status Update Authorizations, Support Services, Parts Sourcing Used when updating information on a Service Job. Research ...