Service Order Maintenance SPAN ASURION COMPANY CONFIDENTIAL AND PROPRIETARY 4 Introduction •Service Orders centralize and automate the management of service calls by allowing Service

Service Order Maintenance & Processing

Presented to Service Providers Version 2.0

MAY 2014

AN ASURION COMPANY CONFIDENTIAL AND PROPRIETARY 2

5 4 3 2 1

Course Content – Service Order Maintenance

• Introduction/Objectives……………………………………………………... 4 – 5

• Master Coverage Verification …………………………………….……….. 6 – 10

• Service Job Configuration: General Setup...………………………...…. 11 – 13

• Service Job Configuration: Manage Locations ………………………... 14 – 19

• Service Job Configuration: Manage Zones …………………………..... 20 – 27

• Service Job Configuration: Manage Zone Availability……………....… 28 – 38

• Coverage and Profile Control Changes….……………………………….. 39 – 44

Service Order/Service Job Maintenance

Master

Coverage

Verification

SJC:

Zones

SJC:

Locations

SJC:

General

SJC:

Availability

Coverage &

Profile

Changes

X

1

2

3

4

5

6

6


15 14 12 10 9 8 7

Course Content – Service Order Processing

• Managing and Processing Jobs …………………………………………... 45 – 52

• Accepting/Rejecting a Job …………………………………………………..53 – 56

• Updating a Job ……………………………………………………………...... 57 – 66

• Rescheduling a Job .……………………………………………………..... 67 – 70

• Cancelling a Job …………………………………………………………...... 71 – 72

• Completing a Job …………………………………………………………….. 73 – 74

• Creating a Claim from a Job ……………………………………………….. 75 – 78

• Reporting ……………………..……………………………………………….. 79 – 81

• Contacting Product Support ..…………………………………………….. 82 – 84

• Recap and Questions ……………………………………………………….. 85 – 86

Accepting /

Rejecting Job

Cancelling

a Job

Completing

a Job

Creating a

Claim

Rescheduling

a Job Managing

Jobs

Updating a

Job Reporting

Contact

Product

Support

Service Order - Service Job Processing

11 13

7

8

9

10

11

12

13

14

15

X


Introduction

• Service Orders centralize and automate the management of service calls by allowing Service Administrators to initiate and schedule service calls for Service Providers.

• This allows multiple Service Jobs to be combined on a single Service Order.

• Service Jobs allow Service Providers to monitor, update, and manage availability of a service schedule.

• It also allows the Service Provider to accept jobs as well as report the status and resolution of all service call events.

Welcome to the On-Line Training for Service Orders


Course Objectives

• After today’s training you will be able to:

- Setup, modify, and maintain your service organization to receive Service Jobs from ServiceBench Administrators.

• This includes company information, master coverage, zone creation, service job configuration, and availability.

• Maintenance configuration is generally a one time function with occasional updates.

- Quickly process jobs received from a Service Administrator

• This includes items such as accepting, rejecting, updating, rescheduling, and completing the Service Job

Master Coverage Verification

5 4 3 2 1 Master

Coverage

Verification

SJC:

Zones

SJC:

Locations

SJC:

General

SJC:

Availability

Coverage &

Profile

Changes

6



• Verifying Your Service Area

- As part of the Service Administrator’s Service Job setup, they have assigned you a set of postal codes which designate the service areas they expect you to cover

- You should review these postal codes and confirm that you are in agreement



• The Service Job configuration functions can be accessed via the hyperlink under the JOBS Mega Menu



• Select the Master Coverage Maintenance link



• Select the Service Administrator you want to review by clicking on the checkmark next to the Service Administrator’s name (this happens only if you have merged accounts)

• To search for a specific postal code, enter a postal code in the Postal Code search field and click the Search button

• To add or remove postal codes from this list, you will use ‘Coverage Control’ under ADMIN or contact your Service Administrator (discussed later).

Service Job Configuration: General Setup

5 4 3 2 1

Master

Coverage

Verification

SJC:

Zones

SJC:

Locations

SJC:

General

SJC:

Availability

Coverage &

Profile

Changes

6


Service Job Configuration: General Maintenance

• From the Maintenance tab under Service Job Configuration, the Service Provider can:

- Set their Business hours

- Enter COD Rates

- Activate Auto Accept

• Allows the system to always accepts work for Service Provider sent from an Administrator

• Assumes that the service provider has or “will find” capacity to run all assigned jobs


Service Job Configuration: Holidays

• Company-Location-Zone Hierarchy: Holidays

- Holidays can be set at various levels for added flexibility

- Holiday means Service Provider availability will be zero for that time period

- Holidays can be applied to specific zones or locations and only that location or zone are impacted

To create a new

Holiday entry,

click on the

‘ADD HOLIDAY’

button.

Service Job Configuration: Manage Locations

5 4 3 2 1 Master

Coverage

Verification

SJC:

Zones

SJC:

Locations

SJC:

General

SJC:

Availability

Coverage &

Profile

Changes

6


Service Job Configuration: Locations

Select the Manage Locations link from the Service Provider Job Configuration screen



• Select a location by clicking the checkmark icon.

Note: If the Service Provider only has one location, the user will be taken directly to the Location Summary tab under the Job Location Maintenance screen



• From the Location Summary tab, the Service Provider can:

- Edit their Time Zone

- Configure Job Emails (see next slide for details)



• Service Job Emails

- Multiple email addresses can be added for each email notification. See next slide for Email descriptions.

• Adding Email Addresses

- The Service Provider enters an email address in the left box and clicks the right arrow to add the email address to the right box.

• Removing One Email Address

- Click on the email address you want to remove and then click the single left arrow.

• Removing All Email Addresses

- To remove all email addresses from the list box, click on the double left arrow.



Email Notification

Gets sent when a…

Regular Email Service Administrator schedules a regular Service Job

Same Day Email Service Job is scheduled on the same day

Emergency Email Service Job is scheduled as an emergency

Escalation Email Service Administrator escalates a Service Job to the Service Provider

Cancellation Email Service Administrator cancels a Service Job

Payment Email

Service Administrator’s Payment process runs that

includes claims associated with the Service Provider’s

Service Jobs

Below is a list of various Email Notifications that can be configured and sent by ServiceBench at the Service Provider location level.

Service Job Configuration: Manage Zones

5 4 3 2 1 Master

Coverage

Verification

SJC:

Zones

SJC:

Locations

SJC:

General

SJC:

Availability

Coverage &

Profile

Changes

6


Service Job Configuration: Define Zones

• What is a Zone?

- Zones allow the Service Provider to group postal codes to separate work assignments either by technician, product, expertise, or day of the week.

- Service Jobs are automatically assigned to zones that the Service Provider set up.

- This allows them to organize work assignments that best fit their business.

- Every Service Provider will have a “Default” zone upon account creation

• Do I need to create Zones?

- No, a default zone that can manage all of your work is always available.

- If one default zone (per location) is enough to organize your work, then there is no need to set up additional zones.

• Zone Details

- A Service Provider can set up an unlimited number of zones per location.

- Zones can be broken out by postal code, availability, day, or technician. For Example:

• North Zone – This zone only contains postal codes located in a northern region.

• 21114 Zone – This zone only contains work to be covered in the 21114 postal code area.

• Thursday Zone – This zone only contains postal codes that are serviced on Thursdays.

• John’s Zone - This zone only contains postal codes that John will provide service to.


• Manage your Zones

- To Manage Zones, the Service Provider has to select the location prior to editing/adding zone as zones are associated with locations.

• To navigate to the Manage Zones screen, follow below steps:

1. Highlight the JOBS Mega Menu tab at the top and

2. Select Service Job Configuration (under the MAINTENANCE heading)

3. Select the Manage Locations hyperlink at the top.

4. Select the appropriate Location by clicking the icon (if account is merged).

5. Select the Manage Zones hyperlink at the top.

Service Job Configuration: Manage Zones


Service Job Zone Configuration: Zone Summary

- Zone Summary is just a highlight of the various Zone settings.

• To make changes, click on the ‘Edit’ button or click on the appropriate tab at the top

- The Create New button allows the Service Provider to add a new zone


Service Job Zone Configuration: General Information

• General Information

- Zone ID and Description are required fields

- Status can be set to Active or Inactive with active being the default.

- Routing Priority is not required

- Status Date will be systematically set to the date the status changes.

- The Save and Create New buttons are used to add or update zones


Service Job Zone Configuration: Service Administrators

• Service Administrators

- This tab allows the Service Provider to manage details such as Product Lines, Programs, and status with each Service Administrator.

- The ‘All Product Lines’ checkbox may be used to automatically cover all products.

- If a Service Provider has a merged account, details for each Service Administrator will display.

- The ‘Create New’ button allows the user to create a new Zone.


Service Job Zone Configuration: Coverage

• Coverage

- Provides ability to add or delete Postal Codes to a zone.

- Search fields can be used individually or in combination.

• Service Administrator contains a drop down list of all associated Service Administrators.

• “In Master Coverage” search has 3 valid selections: Any, Yes, No

• Postal Code search requires a minimum of 3 characters.

• Delete – check the ‘delete’ box for each postal code you want to delete and click save.

• You can also toggle the bottom box to delete and enter 1 or many postal codes to be deleted and click save.

• Add – Enter 1 or many postal codes in the box at the bottom and click save.


Service Job Zone Configuration: Uncovered Postal Codes

• Uncovered Postal Codes

- Allows the Service Provider to view all Postal Codes assigned by the Service Administrator but have not yet been assigned to a zone.

- Service Provider can select the Postal Code(s) for the zone via the ‘Add to Coverage’ checkbox.

- Once the Postal Codes are accepted by the Service Provider, these postal codes will disappear from this screen and appear under the covered postal codes tab for that specific zone.

- Until an uncovered postal code is assigned to a zone, the Service Provider will not receive any jobs for that postal code.

Service Job Configuration: Manage Zone Availability

5 4 3 2 1 Master

Coverage

Verification

SJC:

Zones

SJC:

Locations

SJC:

General

SJC:

Availability

Coverage &

Profile

Changes

6


Service Job Configuration: Default Availability

• Default Availability

- Allows the Service Provider to

• Add and manage Default Availability for a specific Zone

• Copy availability from another zone or multiple zones

- When this information is set up, this information will be applied to the Calendar.

- When the Service Provider enters this screen for the first time and there is no Default Availability set up, the user will see the following message ‘No Results Found’.


Service Job Availability Configuration: Setting Defaults

• Setting up Default Availability

- Click on the Add Default Availability button

• The Default Availability window will display

- The Service Provider can set up the availability type as Regular or Emergency.

• Regular – normal day to day operation

• Emergency – jobs outside your regular business hours

- Select the Start Date. This will be the date the availability starts and must be greater than the current date

- Choose your Start and End Time

• This will allow the Service Provider to set blocks of availability that conform to their Business.


Service Job Availability Configuration: Setting Defaults Cont.

• Setting up Default Availability continued……

- Select the check box next to each day of the week you will provide availability.

- Select the Job Slot Length

• Options are 2 hours, 4 hours or 8 hours (depends on Service Administrator configuration).

• The Start and End time coincide with the Job Slot Length

- Enter your available Offered Jobs Per Slot Length

• This will show how many jobs during the job slot length period you will offer


Service Job Configuration: Default Availability

• Default Availability

- After entering Default Availability details, the Default Availability tab will now be populated with that information.


Service Job Availability Configuration: Cutoff Times

• Cutoff Time

- Allows the Service Provider to set the latest day and time that jobs can be scheduled for a specific slot for a specific day.

- You can use the day and time drop down from the Default Availability tab to set your cut off times for any day you have job slots available

- Example: If you have availability on Monday from 8 am to 4 pm, you can set the cutoff time so any Service Job scheduled for that period (Monday 8am-4pm), must be scheduled by Friday at 12 pm.


Service Job Availability Configuration: Modifying Default Availability

- Modifying Existing Default Availability

• Click on the Add Default Availability button

• Enter Start Date, Start/End Time, Days, Job Slot Length and Offered Jobs Per Slot Length for the time slot(s) you wish to modify

• The information you enter for the Start/End Time, Job Slot Length and Days must match a previously defined time slot

- Enter in the new

values for Offered Jobs Per Slot Length

- Once the data is updated and saved, a confirmation dialogue window will come up. Click ok to confirm the changes. The Default Availability is then updated.


Service Job Availability Configuration: Calendar

• Actual Availability: Calendar

- The calendar entries show (at the zone level) for each day:

• what the job slot lengths are

• # of Jobs offered

• # of Jobs scheduled

• # of Jobs available

You can toggle between Month, Week, or Day

The Service Provider can update the Offered Jobs Per Slot Length for a particular day and job slot by clicking on that time period in the calendar

Set from the Default

Availability Calendar

Actual Jobs Scheduled

& Remaining Available


Service Job Availability Configuration: Add/Update Calendar


- Add Availability:

• Service Providers can add or update availability for a particular day by clicking on the ‘Add Availability’ button on the existing entry respectively.

• This availability will not impact default availability

• It is only defined for the Date/Time created


Service Job Availability Configuration: Holidays


- Add Holiday:

• Service Providers can add a holiday for a specific zone, location, or company.

• When a holiday is added to the calendar, the day(s) affected by the holiday will be applied to the calendar so that no jobs are scheduled for that day.


Service Job Availability Configuration: Update Holiday


- Update/Remove Holiday:

• Service Providers can update or remove a holiday for a specific zone, location, or company

• Select the holiday from the calendar that needs to be updated or removed

• Make edits or click Delete to have the Holiday removed from the calendar

• If a holiday is removed from the Calendar, the previous availability the Service Provider had for that day is returned

Coverage and Profile Control Changes

5 4 3 2 1 Master

Coverage

Verification

SJC:

Zones

SJC:

Locations

SJC:

General

SJC:

Availability

Coverage &

Profile

Changes

6


Master Coverage Control Changes

• COVERAGE CHANGES

- To request changes to your Master Coverage postal code list, highlight ADMIN at the top and select Coverage Control

- Select the location you want to update by clicking on the checkmark next to the location (this happens only if you have merged accounts or have more than one shop location).

- Select the Service Administrator you want to update by clicking on the checkmark next to the Service Administrator (this happens only if you have merged accounts).

- If the Service Administrator that you want to update does not appear in this list, then the Service Administrator does not support this function and you will need to contact them directly to have your Master Coverage updated by them.


Coverage Control Changes

• COVERAGE CHANGES (continued)

- Coverage Control allows you to search for and update up to 10 postal codes at a time.

- You can also view 10 specific postal codes by entering them in the “Search for Postal Codes” box (separated by a comma or a space) and clicking Search.

- When the postal codes display, click on the Add or Remove checkbox next to each postal code.

- Enter a brief, required, comment in the “Comments” box explaining the reason for the update request and then click the Request button.

Note: If you do not see a Request button or see a message on the page reading “There is a Coverage Control request pending, additional changes are not allowed”, this means that there is an

existing pending request to update your postal codes before further requests can be made. Necessary action is required by

the Service Provider or Service Administrator.


Profile Control Changes

• PROFILE CHANGES

- To request changes to your Company Profile (i.e. Product Lines), highlight ADMIN at the top and select Profile Control.

- Select the Service Administrator by clicking on the checkmark next to the Service Administrator (this happens only if you have merged accounts).

- If the Service Administrator that you want to update does not appear, then the Service Administrator does not support this function and you will need to contact them directly to have your Company Profile updated by them.


Profile Control Changes

• PROFILE CHANGES

- You will see a list of product lines/brands you’ve been authorized to service.

- In the Profile Change Requests section, click on “Select a Field Category” and select Product Type

- Click on “Select a Field Name” and select the Product Line you want to add or remove

- Under “Request Type”, indicate whether you want the product type added or removed

- Leave “Field Value” blank

- You can add a brief comment explaining the reason for the update in “Comments” (optional)


Coverage and Profile Control Changes

• COVERAGE AND PROFILE CHANGES

- You can request as many updates allowed under Profile and Coverage Change Requests

- You can also update other information allowed by your Service Administrator

• Once you’ve entered all your change requests (within same session), click on “Save” at the bottom to send the request to your Service Administrator

Note: If you have permission to request

changes and you do not see a Save button

or see a message on the page stating “There

is a Profile Control request pending,

additional changes are not allowed”, this

means that you already have a pending

request submitted to update your info.

Before you can process a new request, the

pending request must be accepted or

rejected (by you or your Service

Administrator) depending on who initiated

the request.

Managing and Processing Jobs 15 14 12 10 9 8 7

Accepting /

Rejecting Job

Cancelling

a Job

Completing

a Job

Creating a

Claim

Rescheduling

a Job Managing

Jobs

Updating a

Job Reporting

Contact

Product

Support

11 13


Receiving Jobs

• Service Jobs are initiated and assigned to you by the Service Administrator **

• An email notification is immediately sent to the email address designated in your Location Email Maintenance

**Note: A Service Provider may be able to create their own Service Orders/Service Jobs

if allowed by their Service Administrator. Contact your Service Administrator for more details.


New Service Job Notifications

• ServiceBench has several mechanisms to remind Service Providers they have received new service jobs:

- Logon notifications

- Job Menu Alerts

- Job Menu – NEW Jobs Tab

- Service Provider Service Job Inbox Dashboard

• Date searches are based on period selection (day, week, or month.


Managing Jobs with Jobs Dashboard

• Most Jobs can be managed directly from the JOBS Dashboard:

- Click on appropriate lifecycle tab (new, schedule, in process, completed)

- Click on desired job + hyperlink for expanded view

- Click on desired action button to process the Job or go to the Edit/View Service Job page


Managing Jobs with Service Job Inbox

• Service Providers can navigate to the Service Provider Service Job Inbox via the following:

- Right Menu Links

- Jobs Mega Menu


Managing Jobs with Service Job Inbox

• Within the Service Provider Service Job Inbox Dashboard, Service Providers can view aged jobs by status.

• Jobs in each status/age column may be viewed by clicking on the associated number hyperlink.

• Clicking on individual jobs in the list will take the Service Provider to the Edit/View Service Job page


Service Job Search Methods

• ServiceBench has several mechanisms to search for a specific job:

• Mega Menu (left) from any screen:

- Search by Job ID

- Search Service

Orders and Jobs

• Dashboard (right) Only from JOBS tab:

- Search by Job ID

- Search Service

Orders and Jobs


Search Service Order and Jobs

• Basic Search

- A Service Provider can search using Service Order ID (Number), Service Job ID (Number), Phone Number, CRM Number, Authorization Number, and/or External Service Order Number

Note: A search can be performed using Service Job Number or Dispatch Number in the Service Job ID field.

• Advanced Search

- Advanced Criteria search provides the ability to perform a more defined search.

- There are various combinations of the search criteria that can be performed

Accepting/Rejecting Jobs 15 14 12 10 9 8 7

Accepting /

Rejecting Job

Cancelling

a Job

Completing

a Job

Creating a

Claim

Rescheduling

a Job Managing

Jobs

Updating a

Job Reporting

Contact

Product

Support

11 13


Accepting a Service Job

• The Service Provider can accept the Job by clicking the Accept button.

- When you accept a service job, you will be prompted with “Are you sure you want to Accept this Job?”.

- Click ‘OK’ to verify and continue or ‘Cancel’ to return back to the Job.

• Note: If configured for Auto Accept, the Service Job will automatically be accepted by the system on behalf of the Service Provider when the Job is assigned.


Accepting Multiple Jobs

- Jobs Dashboard

• Click Accept All link

- Service Provider Service Job Inbox

• Click the checkboxes for all Jobs that you want to accept and click save.

ServiceBench has several mechanisms to Accept multiple Service Jobs


Rejecting a Job

• The Service Provider can reject the Job by clicking the Reject button

• A confirmation prompt will appear. Click ‘OK’ or ‘Cancel’.

• The reject reason code must be entered

- The Service Administrator will receive a Rejection email notification

- Once Service Job is rejected, not further updates can be made.

Updating a Job

15 14 12 10 9 8 7

Accepting /

Rejecting Job

Cancelling

a Job

Completing

a Job

Creating a

Claim

Rescheduling

a Job Managing

Jobs

Updating a

Job Reporting

Contact

Product

Support

11 13


Service Job Details

• The Edit/View Service Job - General Information Tab contains several sections:

- GENERAL INFORMATION

- PRODUCTS

- CUSTOMER SHIP TO

- SERVICE INSTRUCTIONS

- SERVICE INFORMATION

- PARTS

- COMMENTS

• The next few slides will cover these sections in more detail

Note: Some sections and fields will only display

for the Service Provider based on the Service Administrators preferences.


Service Job Details – General Information

• Edit/View Service Job - General Information

- Contains some read only information such as Service Order ID, Service Order Date, Service Job ID, Service Job Type, Service Job Status Date, Service Job Status, Service Description, Customer Information, etc.

- Service Provider may update problem description, payment type, zone, program, Service Provider Location

Note: The fields you can edit will vary based on Service Administrator setup.


Service Job Details – Products

• Edit/View Service Job - Products

- Contains Product Information such as product line, model ID, serial number, etc.

- Service Provider may update model ID, serial number, authorization number and purchase date

- Claims may be viewed or created


Service Job Details – Customer Ship To

• Edit/View Service Job – Customer Ship To

- Contains the address information for where parts should be shipped to.

- Ship to Address options are:

• Service Provider: Selected address fields will automatically populate with the Service Provider address

• Customer: Selected address fields will automatically populate with the Customer address

• Other: The Service Provider will manually fill in the address fields


Service Job Details – Service Instructions

• Edit/View Service Job – Service Instructions

- Contains basic service requirements

• Date scheduled, expiration date, payment terms, etc.

- Special Instructions from Customer or Administrator

- Fields displayed in this section can vary for the Service Provider based on what their Service Administration has configured for them to see


Service Job Details – Service Information

• Edit/View Service Job – Service Information

- Service Provider may update several fields under this section like Service Provider Reference Number, Service Job Outcome, Service Explanation, Technician Name, Sub status etc.

- Sub-status can be used to show the workflow of the Service Job

- Service Explanation can be used to explain what work was done to complete the service


Service Job Details – Parts

• Edit/View Service Job - Parts

- Service Provider may update Part Ordered, Quantity, Description, Part Shipped, Tracking Number, Invoice Number, Shipping Vender, Order Date, Received Date, Estimated Time of Arrival, etc.

- The Status drop down can be used by the Service Provider to show what the current status of the part is, i.e. ordered, shipped, on back order, etc.

- Additional Parts can be added to the Service Job by clicking on the Add Part button


Service Job Details – Comments

• Edit/View Service Job - Comments

- Service Provider may update with relevant comments

- Comments can be entered and saved 2 ways on the Service Job:

• Public to anybody who has access to view the Service Job

• Public to anybody in addition to being sent out to the Service Administrator via an email.


Service Job Details – Additional Tabs

• Edit/View Service Job – Miscellaneous Tabs

- ATTACHMENTS

• Will include any attachments associated with the Service Order

• One or more attachments may be associated to a single Service Order

• To view the attachment, click the attachment name or Click Search

• To add an attachment to the Service Order, click the Create New button, select the file using Browse option, add comments, and click the Save button

- ESCALATIONS

• Displays all the escalations along with their current status

• Any escalation in Escalated status is waiting for review and resolution

- STATUS HISTORY

• Captures any changes made to the Status or the Sub-Status of the Service Order

• This screen will show an audit history for the following fields: Changed By, Changed Date, Change Detail, Service Job Status, Sub-status, Escalation Status

- CLAIMS INFORMATION

• Displays a summary of any claim that has been submitted for the Service Job.

• This tab will update with claim information as the claim is processed

Rescheduling a Job 15 14 12 10 9 8 7

Accepting /

Rejecting Job

Cancelling

a Job

Completing

a Job

Creating a

Claim

Rescheduling

a Job Managing

Jobs

Updating a

Job Reporting

Contact

Product

Support

11 13


Rescheduling a Job

• A Service Provider may have the ability to reschedule a Service Job based on Service Administrator configuration.

• If the Service Provider has permission to reschedule a job, then a reschedule button will display.

• An accepted Service Job can be rescheduled more than once.


Rescheduling a Job

• When the Reschedule button is selected, the Service Provider is taken to the Availability calendar where the new day and time for the Job can be selected.

• When a new date and/or time slot is selected on the Availability page, a confirmation message displays with the new date and time you’ve chosen.

• The Service Provider is then returned to the Service Job which reflects the new scheduled service date and time.


Rescheduling a Job

• Click the Submit button on the Service Job page

• A Reschedule Reason box appears

• Enter the required Reschedule Reason for tracking purposes and click the Submit button

• The Service Job has now been rescheduled with the new Date selected and the Reschedule Reason under the Service Instructions section displays the reason why the Service Job was rescheduled

Cancelling a Job 15 14 12 10 9 8 7

Accepting /

Rejecting Job

Cancelling

a Job

Completing

a Job

Creating a

Claim

Rescheduling

a Job Managing

Jobs

Updating a

Job Reporting

Contact

Product

Support

11 13


Cancelling a Job

• The Service Administrator can grant a Service Provider permission to cancel an accepted job.

- If the Service Provider has been granted permission to cancel a job, then the cancel button will display.

- Clicking the Cancel button will bring up the Cancel Reason dialogue box where the Service Provider is required to select a Cancel Reason and enter any additional cancellation explanation details if applicable.

- Once the Service Job has been cancelled, the Service Job Status will change to Cancelled.

Completing a Job

15 14 12 10 9 8 7

Accepting /

Rejecting Job

Cancelling

a Job

Completing

a Job

Creating a

Claim

Rescheduling

a Job Managing

Jobs

Updating a

Job Reporting

Contact

Product

Support

11 13


Completing a Job

• Before a Service Job can be completed, certain fields may be required depending on Service Administrator rules.

- Example

• Service Date

• Service Job Outcome

• Service Explanation

• To complete the Service Job click the Complete button

• The Service Job Status will then change to Completed

Screen shot below depicts a Service Provider trying to complete a Service Job without the required fields filled in

Creating a Claim from a Job 15 14 12 10 9 8 7

Accepting /

Rejecting Job

Cancelling

a Job

Completing

a Job

Creating a

Claim

Rescheduling

a Job Managing

Jobs

Updating a

Job Reporting

Contact

Product

Support

11 13


Creating a Claim

• How claims can be submitted via ServiceBench:

- Manually via the ‘New Claim’ link from Claims Mega Menu

- Manually via the ‘Create Claim’ link from within a Service Job

- Batch upload through BMS interface

- RTI interface

• Things to know:

- Entitlement is available prior to submitting a claim

- Claim validations may differ for each Service Administrator

- Claim is adjudicated on claim submission

- Claims can be corrected and resubmitted again


Creating a Claim from a Service Job

A Claim can be created from a Completed Job by clicking the Create Claim button.


Creating a Claim

• The Job ID is displayed on the Claim once the Claim is saved or submitted

• The Service Job hyperlink also appears at the top of the Claim

- The hyperlink allows the user to navigate back to the Job

• At this point, the Service Provider will process the claim following normal claim processing based on Service Administrator.

Reporting

15 14 12 10 9 8 7

Accepting /

Rejecting Job

Cancelling

a Job

Completing

a Job

Creating a

Claim

Rescheduling

a Job Managing

Jobs

Updating a

Job Reporting

Contact

Product

Support

11 13


Reporting

• ServiceBench reports provide you with the ability to query service related information, as well as claims and other system information

• Reports may be run based on an established schedule or on command


Reporting - Navigation

• Highlight the Reports Menu tab at the top.

• Select the Reports List

• Search for the desired report using the selection criteria

• Click the Search button to see the matching results

• Select the desired report

Note: For more details, Service

Providers who would like more information regarding reports should

review the New User training guide.

Contacting Product Support 15 14 12 10 9 8 7

Accepting /

Rejecting Job

Cancelling

a Job

Completing

a Job

Creating a

Claim

Rescheduling

a Job Managing

Jobs

Updating a

Job Reporting

Contact

Product

Support

11 13


Contacting Product Support

• If you run into problems or need assistance with using Service Orders, Service Jobs, or any other aspects of the ServiceBench website, we have several product support options available to assist you:

- Help is located at the top right corner of the Home Page – OR –

- From any screen, place your mouse over “Help” at the top and you will see a drop down menu with similar help options.

• This includes access to view Frequently Asked Questions (FAQ) and how to contact our product support team directly.


Contacting Product Support

Contact ServiceBench

877-472-3624

[email protected]

www.servicebench.com

Business hours:

8am-7pm Eastern Time,

Monday through Friday

Live Chat option under

Product Support or in the

“Help” pull-down menu

mailto:[email protected]


Recap

• You should now have a better understanding of how to:

- Setup, modify, and maintain your service organization to Service Jobs.

• This includes company information, master coverage, zone creation, service job configuration, and availability.

• This is generally a one time process with minimal periodic updates.

- Quickly process service jobs assigned by your Service Administrator .

• This includes accepting, rejecting, updating, rescheduling, and completing a Service Job.

• How to create claims from a completed Service Job.


Questions

Documents

Service Order Maintenance SPAN ASURION COMPANY CONFIDENTIAL AND PROPRIETARY 4 Introduction •Service Orders centralize and automate the management of service calls by allowing Service