Single Item Service Request

Single Item Service Request

When a customer calls in to request service on an item in their home that is failing, a Service Request is created.


July 2024 Service Request - Migration Flow

With new development in our service request application Zoho will reflect a Service Request - Migration Flow option for a Pilot group to utilize before the new application release. 
Only the pilot group is to use this option and an alert will be present as a reminder for all other agents to use the Service Request path as normal:
 

Zoho

  1. Locate the customer's account using either the link on the CTI pop-up or the find/search functions.
  2. On the Customer Account page, click Expand Menu and select Contracts.

  3. Verify contract information is correct, then click Initiate Service.

    4. Click the Plus Sign to view the property address associated with each contract listed.
  4. Zoho will automatically create a Case for the Service Request. Click Expand Menu and select Service Request .

  5. Under the Area & Trade tab:
    1. Trade : Choose the appropriate trade that matches the customer's request.
    2. Service Request Type : This field will auto-populate to Warranty.
    3. Event Type : This field will auto-populate to Standard.
    4. Severity : This field will auto-populate to Standard.
      5. This field can be updated to Emergency or Medical Emergency as necessary. Follow  Service Provider Assignment Guidelines  in these instances.
    5. Click Next.
  6. Under the Item & Brand tab:
    1. Select the Item (and Item Type if applicable).

    2. Select the Brand.

    3. Enter all Service Job Information, then click Next.
      Attempt to obtain the Model and Serial Number from the customer on appliances, if unable to or if 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?"



  7. If a Standard Severity job, Then Zoho will automatically assign the highest ranked SP with availability.
    1. For Emergency and Medical Emergency Zoho will go to the SP Calendar to call the list of providers.
  8. Under the Confirm tab:
    1. Verify the customer contact information is complete and correct.

    2. Scroll down to Service Job and enter the Service Description using the Service Description manual note template, then click Next.

    3. Enter Special Instruction if needed.
  9. Agent will then be directed to the Deductible Collection screen.
    1. Select Pay with Card, then click Submit .
    2. Common Card Capture window opens, Utilize the Secure Card Capture Process  by using Card on File, Card Capture Link, etc. 
      Read the Deductible Payment Collection Script to customer by clicking the appropriate Payment Collection script link, and click Submit to process the payment.


    3. Information pop-up will show a Payment ID to give to customer. Advise of information then click OK .

    4. Click Confirm Appointment to submit the service request.

    5. Information pop-up will display the  Service Request Number click Ok. 
  10. Agent will be directed back to the Service Request.
  11. Advise customer of the Job Details and Service Expectations then click Ok.
  12. Scroll down to Comments section and enter the details of the call, then click Save All.

  13. Log call activity.

ServiceBench

  1. Locate customer record using Customer Search.
  2. In the CEC, click New Job.

  3. Create Service Order page will populate with the customers information.
  4. Under the Customer section:
    1. Service Request Type: Select Warranty .

  5. Under the Products section:
    1. Product Line: Select the item being serviced.
    2. Model/Serial Number: Enter the model/serial numbers of Appliances. If unable to or any other trade, enter "Verify" in both fields.
    3. Brand: Select the Brand of item being serviced.
    4. Unit Location: Select where the unit is located in the home.

  6. Under the Service Description section:
    1. Description: Enter the description using the Service Description manual note template.
    2. Severity: Select Standard .
    3. Click Save .

  7. The Edit/View Service Order screen will populate with the Service Order ID.
    1. Click Add Service Job .

  8. Record Payment Information pop-up will display.
    1. Select Collet Payment.
  9. Agent will be directed to the Common Card Capture window.
    1. Use the Secure Card Capture process, enter Username in the Agent ID if not pre-populated, Read Deductible Payment Collection Script Scripting to customer, click Submit to process the payment. 
  10. The Create Service Job page will populate.
  11. Under the General Information section:
    1. Problem Description: Enter the problem description.

  12. Under the Products section:
    1. Problem Code: Select a problem code.
    2. Click Find Service.

  13. The Select Service Provider page will populate with the highest ranked SP's with availability selected, click Continue.

  14. The Availability Calendar will populate.
    1. Select a Date/Time, then click OK on the Select Time pop-up.

  15. The Edit/View Service Job screen will display, click Submit.
  16. Enter details of the call in the Comments and click Save.

National Account Service Requests

Sears

Review the Sears on Sears Service Request article.

General Electric (GE)

Review the GE Appliance Service Requests article.

Goodman

Keepe

Review the Keepe article.

LG Appliance Service Requests

Review the LG Appliance Service Requests article.

National Service Alliance (NSA)

Whirlpool Factory Service

Review the Whirlpool Factory Service article.




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