Service Locator

Service Locator

A Service Locator Search in ServiceBench must be performed when:
  1. Initiating a Service Request and no provider could immediately be assigned
  2. Performing a Reassignment 
  3. Providing a customer with Service Provider Referrals (example: Referral Assistant 24 plan, item needing service not covered, etc.)
This search provides a list of all Active Service Providers who may service the item selected, and sorts them by distance from the customer's zip code. 
  1. Do not assign to a Service Provider without verbally confirming they can accept the job.
  2. Do not leave a message if nobody answers.
  3. If unable to verbally confirm a Service Provider can accept the job, then force assign to Procure Vendor.
When in Zoho you must swivel to SB to perform this search using the customer's Zip Code and the Item needing service.

Service Locator Process

  1. In SB Hover over the Jobs Tab.
  2. Click on Service Locator.



  3. Under Search Criteria, Select Carry-into Service Provider from the Service Job Type dropdown.
    If additional SPs are needed, perform an additional search by selecting On Site Repair (Consumer).



  4. Enter the Customer's Zip Code in the Postal Code field, select the Item needing service from the Product Line dropdown, and Click Search.



  5. Starting at the top of the list, for Standard Severity call up to 3 Service Providers to see if they are able to take the job.
    1. For Emergency Service Jobs, call up to 4 Service Providers
    2. For Medical Emergency Service Jobs, call all Service Providers
      Reminder to follow conferencing and outbound call timeframe guidelines listed here: Customer and Service Provider Conference. 
  6. If a Service Provider Accepts the job:
    1. Zoho Assignment: Copy the Account Number and Force/Manually Assign the SP to the job.



    2. SB Assignment: Copy the SP ID Number and Force/Manually Assign the SP to the job.



  7. If Unable to locate a Service Provider who can accept the job, Force/Manually assign to Procure Vendor.
  8. Notate to include a list of all SP's contacted with what occurred on the call as normal.
Do Not Call or Manually Assign to any National Accounts that may populate on a service locator search.  



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