Multi-Item Initiation: All Items At Once

1. Navigate to the customer's contract and click Initiate Service.
   
2. When the initial case is opened, select Service Request to initiate service.
   
3. Update the Event Type to Multi-item, select the appropriate Trade, and click Next.
   
   
   
   
4. A Pop-up will appear to select the 1st item details. When the item is selected it will move to the type, brand, etc..
   
   
   
   
5. Enter the severity, Model and Serial (if applicable), Location, Symptom Code, Problem Description, and click OK
   
   to continue.
   
   

   Reminder: Appliances - attempt to obtain the Model and Serial Numbers, if unable to or any other Trade enter "Verify".
   Script: "To help get your [Appliance] up and running as quickly as possible, can you provide the Model and Serial number please?"
   
   
   
   
   
   
   
   
6. The screen will update with the first item details, click + New Item to add additional items, and click the edit icon to edit item details.
   
   
   
   
7. When all items are added, click Assign SP on the first item to assign. System will follow the normal SP assignment process based on severity.
   
   
   
   
8. When SP is assigned to the first item, click Assign SP on the additional item(s). Select Assign to Same SP to go to the calendar view to assign or schedule appt if Sears of GE.
   
1. If the 1st SP does not service the brand of the additional item, then select Assign to different SP.
   
   
   
   
   
9. When an SP is assigned to all items, click Next to continue.
   
   
   
   
10. Enter the multi-item manual notes for each item in the Service Description and Special Instruction fields and click Next to continue.
    
    
    
    
11. The deductible screen will show each item and the deductible amount owed. Select Pay with Card from the payment method drop-down. Click Add Card & Pay to open the Common Card Capture screen.
    
    
    
    
12. After following the Secure Card Capture process, reading Deductible Payment Collection Scripting, and submitting the payment, the system goes back to the deductible screen. Click Confirm Appointment to submit the service requests.
     
    
    
13. The 1st item service job details will populate in the Parent Case. Provide the customer with the service job # and SP information, click on the Conversation
    

    tab to view the additional service job details, and click on the Ticket URL link to open the additional cases if needed.
    

    If the Service Job ID and Subject do not populate, Then click on the Ticket URL to open each additional case and provide the service request info to the customer.

Multiple Appliance Deductibles: Cinch and Sears P3

Cinch and Sears P3 contracts requiring a deductible payment for each Appliance service request will show the following disclaimer to be read to the customer when the first appliance is entered:

"This warranty requires a deductible for each appliance service request."

1. To collect, select the Payment Method for the first item.
   
2. Remind the customer there will be a separate payment processed for each item.
3. Click Add Card & Pay for the first item, read the P3 Appliance Multi-item payment collection scripting, and follow the Secure Card Capture process for payment.
   

After the first payment processes, click Pay on the additional items to process each deductible.

If the customer wants to use a different Card for an additional deductible instead of using the same card used, Then click Remove Card, Read the P3 Appliance Multi-item payment collection script again and follow the Secure Card Capture process again.

TIMX SCM - Multiple Appliance Deductible Identifier:

If the P3 contract requires multiple appliance deductibles the screen in TIMX will be lavender:

P3 Appliance Multi-item - Payment Collection Script

IF caller paying the deductible is different from the contract holder listed, THEN make sure to state the correct "Customer Name" when reading the payment collection script.

Adding multi-item request after first item initiation

1. Navigate to the service request entered on the first item. The Event Type will be Standard. Click the Multi-item button.
   
   
   
   
2. A new case will be opened, the same trade will be pre-selected, and the event type will default to Multi-item. Follow normal process steps to enter the additional item(s) details.
   
   

Multi-item Entitlement Override