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HP Service Cloud User Guide for Dispatch and Warranty Partners
Updated Date: 10/03/17
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Table of Contents 1.0 MANAGING DISPATCH REQUESTS ............................................................................................................. 2
1.1 DISPATCH ASSIGNMENT/ROLES ...................................................................................................................... 2 1.2 VIEWING A DISPATCH REQUEST ..................................................................................................................... 3 1.3 UPDATING DISPATCH STATUS ........................................................................................................................ 7 1.4 PROCESSES FOR DISPATCH ........................................................................................................................... 8
2.0 WARRANTY CLAIMS MANAGEMENT .......................................................................................................... 8
2.1 VIEWING EXISTING WARRANTY CLAIMS ............................................................................................................ 8 2.2 SUBMITTING A WARRANTY CLAIM FOR A DISPATCH RECEIVED THROUGH THE NEW HP SERVICE CLOUD SYSTEM9 2.3 CREATING A MANUAL WARRANTY CLAIM ...................................................................................................... 12 2.4 VIEWING CREDIT INFORMATION FOR AN APPROVED CLAIM ............................................................................. 15 2.5 CHANGES IN WARRANTY PROCESS AND REQUIREMENTS ............................................................................... 16
3.0 HP KNOWLEDGE BASE .............................................................................................................................. 18
3.1 HOW TO USE ............................................................................................................................................... 18 3.2 NOTIFY ME FEATURE .................................................................................................................................... 24
4.0 BROWER SUPPORT AND BEST PRACTICES ........................................................................................... 26
4.1 BROWSERS SUPPORTED BY HP SERVICE CLOUD .......................................................................................... 26 4.2 BEST PRACTICES/TIPS .................................................................................................................................. 26
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HP Service Cloud is the new platform to be utilized by Henny Penny Tech Services, Henny Penny Warranty Team, and Service Partners for management of technical service incidents and warranty claims. This system will bring together the world of technical service calls and warranty claims to provide a 360 view of service calls, SLAs, and better equipment and parts analytics.
1.0 MANAGING DISPATCH REQUESTS
1.1 DISPATCH ASSIGNMENT/ROLES
Henny Penny Technical Services agents will create incidents in the Service Cloud system to track calls and emails received on equipment or service issues. Incidents that require a dispatch to resolve the issue will be assigned to a Service Partner which will generate an email to the applicable service contact.
Initial incidents will be sent to the person designated as Dispatch in the Henny Penny Extranet User Management. If a Dispatch contact does not exist, it will be sent to the Service Manager contact. If a Service Manager contact does not exist it will be assigned to the Principal. There should only be one user selected in the “Role” of “Dispatch”, if wanting more than one person to receive every dispatch, then create an email group in your email program and assign the people to your email group such as [email protected].
Extranet Principal users with User Management permissions can manage these settings in the User Management section for users within their account. If a principal wants to manage all dispatch requests for their dispatch technicians, they can just not assign them this role in the extranet. The Permissions section gives a user ability to view a dispatch or a warranty claim within HP Service Cloud. The Roles Section allows you to dictate who is initially assigned the role on a dispatch and will receive the email notification.
All users with Dispatch Permissions can still login to HP Service Cloud and view any open dispatch requests regardless of whether they received the initial email assignment.
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1.2 VIEWING A DISPATCH REQUEST
When a dispatch request email is received, users can login to the Henny Penny Extranet as they normally do and click on the HP Service Cloud link for their applicable account. Some Service Partners may have more than one division they’re managing for – others may just have one.
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This selection will take you into the HP Service Cloud portal where you can view your Dispatch requests (as well as Warranty claims.)
Once in the portal, users can select the menu item at the top for “Dispatch & Warranty” to view any dispatch or warranty claim records.
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Once in the Dispatch and Warranty view, you can change the “Show Items” dropdown to show Dispatch or Warranty Claims assigned directly to you or anyone in your Organization.
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Once you make this selection click the red magnifying glass to refresh your search.
Below is a sample view of dispatch incidents available:
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1.3 UPDATING DISPATCH STATUS
To view details for a dispatch and update status, click on the red “Subject” link which will take you into the Dispatch.
Your initial status for a new dispatch request will be “Unresolved”. You will be responsible for changing the status to “Acknowledged” to indicate it’s in process.
Select “Acknowledged” from Dispatch Status dropdown:
You can make comments as desired to send any notes/comments/questions back to the Henny Penny Tech Services team. They will see all updates real time in the system as you go through the process of updating your dispatch. You can also add attachements to the dispatch incident that can include pcitures or forms.
Once a dispatch is complete, you will login and change the status to “Solved”.
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1.4 PROCESSES FOR DISPATCH
If an end user customer calls the serivce network directly for warranty serivce, the serivce can still be fullfilled without pre-approval or asking the end user customer to call Henny Penny Technical Support. In 2018, Henny Penny will be more intentionally promoting and encouraging all strategic account customers to contact Henny Penny Technical Support prior to serivce being coordinated.
For emergecny serivce issues after hours and on weekends, the on call Henny Penny Representative or the end user customer will still make a phone a call to the distributor / service partner for emergency service. Henny Penny will not expect our serivce network to manage the online dispatch portal during out of office hours.
2.0 WARRANTY CLAIMS MANAGEMENT
2.1 VIEWING EXISTING WARRANTY CLAIMS
To view historical warranty claims for your account or to create new claims you will login to HP Service Cloud as in section 1.2 and select the “Dispatch & Warranty” link at the top of the screen.
Once again, you can change the “Show Items” dropdown to show claims assigned directly to you or anyone in your Organization. This will show you any claims filed against your account and the status of each.
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2.1.1 Status List:
Parts Review: Claim submitted is in the midst of parts review at Henny Penny and awaiting/investigating returned parts.
Labor Review: Claim submitted is in the midst of the HP warranty team reviewing your submitted labor claim values.
Final Review: Parts review and labor review completed, but awaiting final review steps to create your credit.
Solved: Credit has been processed for the claim.
Disposition ID
The disposition value will indicate the status of your claim.
Warranty: This means the HP warranty team is still evaluating the claim.
Claim Approved: Claim has been approved and submitted to our invoicing system.
Claim Denied: Claim has been reviewed but denied
Claim Adjusted: Claim is approved but adjusted for some reason.
2.2 SUBMITTING A WARRANTY CLAIM FOR A DISPATCH RECEIVED THROUGH THE NEW HP SERVICE
CLOUD SYSTEM
After completing a dispatch request, you may change the dispatch status to “Service Complete – Start Warranty Claim”
This will create the warranty claim record for the related dispatch request if needed.
Click on the Dispatch & Warranty home screen link at the top of the screen to view the draft warranty claim. You will see you have a record for the Dispatch and a new record for the Warranty Claim that has been started for you. The equipment information will be pulled in from the dispatch so there will be no need in the new system to retype that information.
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Click on the Warranty Claim record to populate the Claim Details section as well as add any attachments.
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When finished, select Submit Warranty Claim. As the HP Warranty Team progresses in the process of reviewing your claim, you can return to HP Service Cloud to see current progress.
NOTE: To save the data entered in the parts/labor section, click the checkmark symbol
New Feature: To create efficiencies, in the new system you may add more than one Trip to a single claim. Just select the number of trips in the Trip Count section to choose how many trips existed for a claim.
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2.3 CREATING A MANUAL WARRANTY CLAIM
To create a warranty claim that did not originate as a Dispatch request, log into HP Service Cloud as normal and select the “Dispatch & Warranty” link at the top of the screen.
Select the “Manually Create Warranty Claim” button
Enter a Serial Number for the Claim and click the “Search” button
This will bring up the equipment details for you to review to ensure it’s the right equipment.
Select “Create Warranty Claim” when ready.
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Begin entering your Claim Details for the Warranty Claim and Submit when complete.
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Again, you can login to HP Service Cloud’s Dispatch & Warranty dashboard to check on status changes and progress of the submitted claim.
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2.4 VIEWING CREDIT INFORMATION FOR AN APPROVED CLAIM
To view the invoicing information for a warranty claim credit, select the claim from the Dispatch & Warranty dashboard.
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2.5 CHANGES IN WARRANTY PROCESS AND REQUIREMENTS
It is now possible to enter up to 5 service trips per service call, and no longer required to file a warranty claim for each trip. Once selecting the number of trips, HP Service Clud will then populate that number of possible labor entries. The parts section will prompt you to enter the trip number for the part entered. If one trip has zero labor/travel dollars, uncheck the box for that trip, and save the entry of “0” in all fields for this trip. This is the same process if a claim is a parts only claim, you must still uncheck the labor/travel and save the value of “0”.
In the parts section, there are two new fields, “Old PIN” and “New PIN”. These areas will only hightlight if certain part numbers are entered into the claim, being frypot kits for fryers with replacable frypots. It will be required that the PIN of the frypot being removed is entered, and the PIN of the new frypot being installed entered. The PIN (Part Identification Number) ‘s are located on the back lip of the frypots.
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It is no longer a requirment that the work order or invoice be attached to the claim submission. However, it must be available to provide upon request from Henny Penny.
As before, the print claim option will appear after submitting the claim. Please note, that if attaching the printed claim to the part being returned, the entire print out MUST be returned, as the top section of the print out contains the incident/reference number of your claim, to match the part being returned to the warranty incident.
Responding to adjustments/denials or adding information to a claim: Please either respond to the email sent from HP Service Cloud, or respond in the Portal via the Notes section. This will reopen the incident on HP’s side, and allow us to know to review.
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3.0 HP KNOWLEDGE BASE
Part of the HP Service Cloud system will allow you to view knowledge articles on equipment, common FAQ/Questions and Answers, as well as submit a question to Henny Penny regarding equipment or service.
From the HP Service Cloud Support home page you can: 1) Ask a Question 2) Search in the “We’re here to help” search box 3) Browse Equipment Categories 4) View Popular Answers
3.1 HOW TO USE
Ask a Question: This will submit a question to the HP Tech Service team to review and respond.
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Searching by Product Category will bring up all applicable articles and answers based on your selection.
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You can further refine by choosing a model number such as PXE-100.
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Interactive Guides are included to walk you through certain questions:
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3.2 NOTIFY ME FEATURE
There are two ways to stay up to date on any knowledge article changes.
By clicking on your user name in the red box in the upper right hand corner and clicking on “Account Overview” and then manage your notifications.
Now you can click on the “Add Notifications” box and select a model only to be notified on or drill down to a specific topic on that model to be notified any time a new article is published or is updated.
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The second way to use the “notify me” feature is if you are in a specific article and want to be notified anytime it is updated, you can click ont eh “notify me” button in the lower middle area of the article.
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4.0 BROWER SUPPORT AND BEST PRACTICES
4.1 BROWSERS SUPPORTED BY HP SERVICE CLOUD
4.2 BEST PRACTICES/TIPS
o Users must login EVERY time via https://extranet.hennypenny.com/ to be authenticated. You CANNOT bookmark the Service Cloud portal's URL (hennypenny.custhelp.com/app/home) and return via it. The extranet.hennypenny.com portal is what authenticates your user for security purposes.
o Do not use browser back arrow - use the navigation links on the Service Cloud Screen. o If you wish to logout of HP Service Cloud and go back to the HP Extranet select the "Extranet" link at
the top of the webpage. This will return you to the normal Henny Penny Extranet home page. o If you login and only see a "Dispatch" link at the top of HP Service Cloud's home page it means your
user account does not have permissions for "Warranty". The principal setup for your distributor account can give you this access.
o If you login and only see a "Warranty" link at the top of HP Service Cloud's home page it means your user account does not have permissions for "Dispatch". The principal setup for your distributor account can give you this access.
o If you login and see a "No Page Found" error message and the end of the URL indicates "noprincipal" like below it means no Principal user account has been setup for your distributor in the Henny Penny Extranet. This is required for any Distributor Extranet account so please contact us to setup.
