Force/Manual Assignment

Force/Manual Assignment

Force or Manual Assignment is used to assign a Specific Service Provider to a service request. The Service Provider must be Active in our system to force assign to them.
Do Not Force Assign to National Accounts (Example: Sears, GE, etc.).

When to use this process:

  1. Assigning a job to an SP from a Service Locator Search.
  2. Potential Recall when the original SP does not assign or does not display to be assigned to the job.
  3. Assigning a Service Job to Procure Vendor.
  4. (Specific Departments) Assigning a reimbursement Service Job to the "Reimbursement Only" Service Provider Account.

Process

Zoho

Customer Service agents must get a Supervisor override in order to manually assign within Zoho.
  1. Begin Warranty Service Request process.
  2. On the Assign SP pop-up, select Force Assign , then click Continue .

  3. Select Manually Assign in the Force Assign pop-up.

  4. Agent will send the Case Number to their Supervisor for override.
  5. Once the Supervisor Override is complete, the agent will need to refresh the page and continue with process.
  6. There will now be a field to enter the Service Professionals Account Number , enter number then click Assign .

  7. The Service Request will now be assigned to the Service Professional , continue with the Warranty Service Request process.
  8. Enter notes advising the reason for manual assignment.

ServiceBench

  1. Create the Service Order .
  2. Add Service Job .
  3. Update the Problem Code , then click Manually Assign .

  4. In the Manually Assign pop-up, click the Search icon.

  5. Enter either the Account Number, the Company Number, or the Company Name in the Service Provider Lookup pop-up and click Search .

  6. Select the Service Professional.
  7. The Manually Assign pop-up will now have the selected Service Professionals account filled in, click Manually Assign .

  8. The Service Job will now be assigned to that Service Professional, click Submit .
  9. Enter notes in the Comments advising the reason for manual assignment, then click Save .


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