Potential Recall: ServiceBench

Potential Recall: ServiceBench

Prior to dispatching a potential recall, ask the customer the following questions to understand what has taken place.
  1. When was the last time a technician was at the home?
  2. What did they do at the visit?
  3. Were parts installed?
  4. Is the issue you’re having directly related to the previous repair?
If the customer stated the original repair has not been completed, reach out to your supervisor for assistance.
The customer's Contract Status does not affect Recall initiation. Whether the contract was Cancelled, is Pending Cancellation, or has Expired, legally we are required to uphold our Workmanship Guarantee!

Service Job NOT in Completed Status

  1. Locate and open the original Service Job in ServiceBench.
  2. Review the Service Job and ask the customer probing questions to confirm that the previous repair was covered and completed.
    Copy the Name and Company Number of the Service Provider to attempt to Manually Assign if necessary.
  3. Open the original Service Order.
  4. In the Service Description field, enter: This is a recall service request and is covered under the workmanship guarantee.
  5. Click Save.
  6. Click Add Service Job.
  7. In General Information, select Recall for the Event Type.
  8. In the Problem Description field, enter details of the problem based on the customer’s description.
  9. Select the appropriate Problem Code.
  10. Click Find Service.
    1. If the original Service Provider does not populate on a Standard Severity, manually assign to them.
      1. If unable to assign to the original SP, follow normal procedures to contact up to 3 SPs before assigning to Procure Vendor.
    2. For Emergency and Medical Emergency call the original SP for verbal acceptance and attempt to manually assign if necessary.
      1. If unable to assign to the original SP, follow normal procedures to contact SPs for verbal acceptance before assigning to an SP or Procure Vendor.

  11. In the Special Instructions field, enter: This is a recall request and is covered under a workmanship guarantee. The customer will not be responsible for a deductible payment for this service job if the failure is diagnosed to be the same as the original repairs. The service job requires a claim estimate to be reviewed by Cinch for adjustment of the deductible payment.
  12. Click Submit.
  13. Enter Comments and Save.

Service Job in Completed Status

  1. Locate and verify the customer record in ServiceBench.
  2. Locate and open the original Service Job.
  3. Review the Service Job and ask the customer probing questions to confirm that the previous repair was covered and completed.
  4. Click the Recall button at the bottom of the page.
  5. A new Service Job will be created on the same Service Order and the Event Type will auto update to Recall.
  6. In the Problem Description field, enter details of the problem based on the customer’s description.
  7. Select the appropriate Problem Code.
  8. Click Find Service.
    1. If the original Service Provider does not populate, manually assign to them. 
  9. In the Special Instructions field, enter: This is a recall request and is covered under a workmanship guarantee. The customer will not be responsible for a deductible payment for this service job if the failure is diagnosed to be the same as the original repairs. The service job requires a claim estimate to be reviewed by Cinch for adjustment of the deductible payment.
  10. Click Submit.
  11. Enter Comments and Save.

Outside of Recall Time Frame Error

If attempting to open a job under a service order outside the allowed Recall Time Frame the following Error Message will appear:




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