General Information

1. Service Order Date
2. Service Job Status
3. Customer Information
4. Problem Description
5. Service Description
6. Service Provider Information
7. Event Type
   

Products

1. Product Line
2. Model/Serial Number
3. Brand
4. Problem Code
5. Unit Location
   

If Customer Service was unable to get the Model/Serial Number, gather that information from the Service Provider and enter in the Model ID and Serial Number fields.

Service Instructions

1. Scheduled Service Date and Scheduled Service Time Slot
   
1. The date and time the technician was scheduled to diagnose the item.
   
2. Service Job Expiration Date and Service Job Expiration Time
1. Date and Time will populate in these fields if the job is in a New status. The Service Job will expire if the SP does not accept the job within a certain timeframe.
   
3. Service Contract Number
1. Customer’s warranty number
   
4. CRM Number
1. Will only populate when there is a claim related to the Product Line that was originally placed in TIMX Claims and migrated to ServiceBench.
   
5. Service Administrator Contact Name and Service Administrator Contact Phone
1. In some cases, a Claim Handler may be assigned to Escalated or Emergency/Medical Emergency Service Jobs. Their name and number will be in these fields.
   
6. Service Type
1. Update this field based on the final decision made on the Service Job. If being sent to research, DO NOT update as research will make the final decision.
   
1. Repair
2. Replacement
   
7. Reassignment Reason
1. This will populate if the Service Job was previously reassigned and will show the reason for the reassignment.
   
8. Special Instructions
1. May contain information regarding a multiple item service request, potential recall, second opinion, or other special handling.
   
9. Re-Notify Reason
1. If an email copy of the work order notification is requested by the Service Provider, a reason will appear in this field.
   

Service Information

1. Sub-Status
   
1. Update this field based on the action taken on the Service Job.
   
1. If taking the Service Report, update to Service Report Submitted. Agents should not use this status for National Accounts (Sears, GE, Goodman, etc.).
   
2. Updates made will also reflect in the Status History tab on the Service Job.
   
2. Service Explanation
1. Enter a brief description of the Service Job, Deductible Status, and any notes entered by the Service Provider.
   
2. Note Template:
   <Age>, <Condition>, <Failure>, <Actions> /// <Deductible Status> ///// <Service Provider Comments / Additional Details>
3. Examples:
   
1. Repair Using SP Parts:
   6 Years, Poor Condition, Control Board Shorted, Approved Repair using SP Parts /// Deductible Paid /// SP will be able to install the part tomorrow.
   
2. Repair Using Cinch Parts / Sent To Research:
   13 Years, Good Condition, Compressor Shorted to ground, Sent to Research for possible Repair /// Customer paid deductible on SO /// Infinity System and it would be a solid repair, all attributes in part line.
3. Repair Using Cinch Parts / Agent Sourced:
   13 Years, Good Condition, Control Board Shorted, Ordered Part via Marcone /// Deductible Paid /// Tech will contact customer once they receive parts.
4. Replacement Using SP Equipment:
   25 Years, Good Condition, Ceiling Fan Motor Shorted, Approved Replacement using SP Equipment /// No Deductible, Recall /// SP will install today.
5. Replacement Using Cinch Equipment / Sent To Research:
   23 Years, Poor Condition, Cracked Heat Exchanger, Sent to Research for possible Replacement /// Deductible Paid /// SP requests Model #GMEC961004CN, would have minimal modifications that way, requested Ship To Shop.
6. Replacement Using Cinch Equipment / Agent Sourced:
   14 Years, Poor Condition, Leaking from Bottom, Ordered Replacement Water Heater via Oracle /// SP to collect Deductible /// Pick Up in Arlington at location <Enter Location Address>
7. Job Not Covered:
   7 Years, Good Condition, Refrigerator Compressor Seized, Job Not Covered due to second Refrigerator, not covered per Section vii 3 /// Deductible Collected /// SP worked on Kitchen Refrigerator 3 months ago under same contract agreement term.
3. Service Date
1. The date the technician was at the home to complete diagnosis.
2. Cannot be a future date.
   
4. Technician Name
1. The technicians name will appear in the drop-down if the Service Provider has set them up in their profile.
2. If the Service Provider has not set up the technician’s name, skip this step and add this information to the end of the Service Explanation.
   

Entitlement

1. For a Preventative Maintenance Service Job, visit periods and the Preventative Maintenance Checklist are also displayed.
   
1. If failures are found on a Preventative Maintenance check, the SP is advised to escalate the Service Job or call in to have an Authorizer add a separate Warranty Service Job if entitled.
2. Preventative Maintenance service that has been completed will display the trade examined during the visit.
   
2. For Reimbursement, the Entitlement section will contain cap limits specific to type.
3. Entitlement information is visible to the Service Provider when the Service Job is created.
   

Parts

1. Enter all part information in this section and be sure to verify if the Service Provider will be supplying the parts or if they are requesting Cinch supply.
   
1. Product Row
   
1. Select the Model Number from the drop-down.
   
2. Part Ordered
1. Enter the Part Number
   
1. If the SP does not have the part number, enter N/A.
2. If the item is being replaced and Cinch is sourcing the equipment, enter REPLACEMENT (all caps). 
   
3. Quantity
1. Enter the number of parts needed for each part line entered.
   
4. Description
1. Enter the name of the part.
   Example: Defrost Heater, Control Board
2. Any additional attributes for the part.
   Example: White Control Panel, Power Control Board, Upper Heating Element
5. Part Source (DO NOT update until all Part Line and Service Job information has been entered)
1. If SP is supplying parts, leave on Select.
2. If Cinch is supplying parts, update to Cinch Home Services.
   
6. Status (DO NOT update until all Part Line and Service Job information has been entered)
1. If SP is supplying parts, set the status to Installed.
2. If Cinch is supplying parts, set the status to Order Requested.
3. If the part is not covered, set the status to COD Part.
   
7. Status Date
1. Enter the current date.
   
8. Service Failure Code
1. Select the service failure that most closely matches the failure reason from the drop-down.
   Example: Normal Wear and Tear, Stoppage, Animal Abuse, etc.
9. Part Diagnostic Code
1. Select the part diagnostic that most closely matches the diagnosis from the drop-down.
   Example: Shorted, Broken, Clogged, etc.
10. Part Item Code
1. Select the part requested from the drop-down.
2. If you do not see the specific part use Other Part.
   
11. Unit Price
1. Enter the price per part.
   
2. If Cinch is supplying, leave this blank. It will be updated once part has been located
   
12. Part Line Comment
1. When Cinch is supplying parts/equipment, collect all attributes for the item using the Attributes Reference Guide and paste them into this field.
   
2. Additional attributes can also be collected if agent feels they are needed for decision making purposes.
3. A picture of the data plate can be attached to the Service Job in addition to the attributes.
   
2. To add additional parts, click the Add Part button and repeat the above process.
3. If Cinch is supplying, attempt to locate parts using Marcone and Shopping Cart if part numbers have been supplied.
1. If unable to locate parts, move forward and parts will be sent to research.
2. Once parts have been sourced by Cinch, the following fields will update in the Part Line.
   
1. Order Number
2. Tracking Number
3. Invoice Number
4. Order Date
5. Status
6. Parts Distributor
7. Parts Distributor Order
   

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