Product Change Procedure
The Product section of the Service Job displays the item that the customer requested service for. At the time of Service Initiation, the Customer or Customer Service Agent will process the Service Job on what they believe the failed item is.
In some cases, when Authorizations is obtaining the Service Report from the Service Professional, the product may need to be updated to a different item. The steps below will show how to quickly update the product section to correct the item.
Process
- On the Edit/View Service Order screen, go to the Product section. Click the Product Line drop-down menu and select the correct item.
- Click Save.
The Entitlement section will remain under the original item that the Service Job was processes on, but the Part Line will update to reflect the components of the new item. Updating the Product in the Service Job will not affect the entitlement coverage, reporting for data analytic, or claim adjudication.
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