Service Order
Maintenance & Processing
Presented to Service Providers
Version 2.0
MAY 2014
Course Content – Service Order Maintenance
Service Order/Service Job Maintenance
1
•
1•
2•
3•
4•
5•
6•
X
Master
Coverage
Verification
2
4
3
SJC:
General
SJC:
Locations
6
5
SJC:
Zones
SJC:
Availability
Coverage &
Profile
Changes
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
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Course Content – Service Order Processing
Service Order - Service Job Processing
8
7
Managing
Jobs
•
8•
9•
10
•
11
•
12
•
13
•
14•
15
•
X•
7
9
Accepting /
Rejecting Job
Updating a
Job
11
10
13
12
Rescheduling
Cancelling
Completing
a Job
a Job
a Job
15
14
Creating a
Claim
Reporting
Contact
Product
Support
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
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Introduction
Welcome to the On-Line Training for Service Orders
• 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.
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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
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Master Coverage Verification
1
Master
Coverage
Verification
2
4
3
SJC:
General
SJC:
Locations
6
5
SJC:
Zones
SJC:
Availability
Coverage &
Profile
Changes
Master Coverage Verification
• 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
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Master Coverage Verification
• The Service Job
configuration functions
can be accessed via the
hyperlink under the
JOBS Mega Menu
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Master Coverage Verification
• Select the Master Coverage Maintenance link
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Master Coverage Verification
• 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).
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Service Job Configuration:
General Setup
1
Master
Coverage
Verification
2
4
3
SJC:
General
SJC:
Locations
6
5
SJC:
Zones
SJC:
Availability
Coverage &
Profile
Changes
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
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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.
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Service Job Configuration:
Manage Locations
1
Master
Coverage
Verification
2
4
3
SJC:
General
SJC:
Locations
6
5
SJC:
Zones
SJC:
Availability
Coverage &
Profile
Changes
Service Job Configuration: Locations
Select the Manage Locations link from the
Service Provider Job Configuration screen
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Service Job Configuration: Locations
• 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
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Service Job Configuration: Locations
• From the Location Summary tab, the Service Provider can:
- Edit their Time Zone
- Configure Job Emails (see next slide for details)
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Service Job Configuration: Locations
• 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.
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Service Job Configuration: Locations
Below is a list of various Email Notifications that can be configured
and sent by ServiceBench at the Service Provider location level.
Gets sent when a…
Email Notification
Regular Email
Same Day Email
Emergency Email
Escalation Email
Cancellation Email
Payment Email
Service Administrator schedules a regular Service Job
Service Job is scheduled on the same day
Service Job is scheduled as an emergency
Service Administrator escalates a Service Job to the
Service Provider
Service Administrator cancels a Service Job
Service Administrator’s Payment process runs that
includes claims associated with the Service Provider’s
Service Jobs
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Service Job Configuration:
Manage Zones
1
Master
Coverage
Verification
2
4
3
SJC:
General
SJC:
Locations
6
5
SJC:
Zones
SJC:
Availability
Coverage &
Profile
Changes
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.
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Service Job Configuration: Manage Zones
• 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.
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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
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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
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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.
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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.
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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.
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Service Job Configuration:
Manage Zone Availability
1
Master
Coverage
Verification
2
4
3
SJC:
General
SJC:
Locations
6
5
SJC:
Zones
SJC:
Availability
Coverage &
Profile
Changes
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’.
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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.
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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
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Service Job Configuration: Default Availability
• Default Availability
- After entering Default Availability details, the Default Availability tab will now be populated
with that information.
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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.
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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.
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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
Set from the Default
Availability Calendar
Actual Jobs Scheduled
& Remaining 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
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Service Job Availability Configuration: Add/Update Calendar
• Actual Availability: 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
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Service Job Availability Configuration: Holidays
• Actual Availability: Calendar
- 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.
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Service Job Availability Configuration: Update Holiday
• Actual Availability: Calendar
- 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
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Coverage and Profile Control Changes
1
Master
Coverage
Verification
2
4
3
SJC:
General
SJC:
Locations
6
5
SJC:
Zones
SJC:
Availability
Coverage &
Profile
Changes
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.
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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.
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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.
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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)
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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.
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Managing and Processing Jobs
8
7
Managing
Jobs
9
Accepting /
Rejecting Job
Updating a
Job
11
10
13
12
Rescheduling
Cancelling
Completing
a Job
a Job
a Job
15
14
Creating a
Claim
Reporting
Contact
Product
Support
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.
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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.
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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
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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
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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
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Service Job Search Methods
• ServiceBench has several mechanisms to search for a specific job:
•
Mega Menu (left) from any screen:
•
Dashboard (right) Only from JOBS tab:
-
Search by Job ID
-
Search by Job ID
-
Search Service
Orders and Jobs
-
Search Service
Orders and Jobs
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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
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Accepting/Rejecting Jobs
8
7
Managing
Jobs
9
Accepting /
Rejecting Job
11
10
13
12
Rescheduling
Updating a
Cancelling
Completing
a Job
Job
a Job
a Job
15
14
Creating a
Claim
Reporting
Contact
Product
Support
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.
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Accepting Multiple Jobs
ServiceBench has several mechanisms to Accept multiple Service 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.
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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.
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Updating a Job
8
7
Managing
Jobs
9
Accepting /
Rejecting Job
Updating a
Job
11
10
13
12
Rescheduling
Cancelling
Completing
a Job
a Job
a Job
15
14
Creating a
Claim
Reporting
Contact
Product
Support
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.
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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.
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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
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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
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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
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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
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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
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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.
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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
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Rescheduling a Job
8
7
Managing
Jobs
9
Accepting /
Rejecting Job
Updating a
Job
11
10
13
12
Rescheduling
Cancelling
Completing
a Job
a Job
a Job
15
14
Creating a
Claim
Reporting
Contact
Product
Support
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.
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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.
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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
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Cancelling a Job
8
7
Managing
Jobs
9
Accepting /
Rejecting Job
11
10
13
12
Rescheduling
Updating a
Cancelling
Completing
a Job
Job
a Job
a Job
15
14
Creating a
Claim
Reporting
Contact
Product
Support
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.
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Completing a Job
8
7
Managing
Jobs
9
Accepting /
Rejecting Job
11
10
13
12
Rescheduling
Updating a
Cancelling
Completing
a Job
Job
a Job
a Job
15
14
Creating a
Claim
Reporting
Contact
Product
Support
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
Screen shot below depicts a Service Provider
trying to complete a Service Job without the
required fields filled in
• To complete the Service Job click the Complete button
• The Service Job Status will then change to Completed
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Creating a Claim from a Job
8
7
Managing
Jobs
9
Accepting /
Rejecting Job
11
10
13
12
Rescheduling
Updating a
Cancelling
Completing
a Job
Job
a Job
a Job
15
14
Creating a
Claim
Reporting
Contact
Product
Support
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
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Creating a Claim from a Service Job
A Claim can be created from a Completed
Job by clicking the Create Claim button.
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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.
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Reporting
8
7
Managing
Jobs
9
Accepting /
Rejecting Job
11
10
13
12
Rescheduling
Updating a
Cancelling
Completing
a Job
Job
a Job
a Job
15
14
Creating a
Claim
Reporting
Contact
Product
Support
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
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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.
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Contacting Product Support
8
7
Managing
Jobs
9
Accepting /
Rejecting Job
11
10
13
12
Rescheduling
Updating a
Cancelling
Completing
a Job
Job
a Job
a Job
15
14
Creating a
Claim
Reporting
Contact
Product
Support
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.
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Contacting Product Support
Business hours:
8am-7pm Eastern Time,
Monday through Friday
Live Chat option under
Product Support or in the
“Help” pull-down menu
Contact ServiceBench
877-472-3624
[email protected]
www.servicebench.com
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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.
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Questions
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