SERVICE BENCH WARRANTY TRAINING. General Information and Policy
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1 SERVICE BENCH WARRANTY TRAINING General Information and Policy
2 AGENDA Service Bench Overview and Technology Service Bench Navigation Search for Dealer Accounts Entitlement Claiming Claims Management
3 SERVICE BENCH Logging On, Users, and Security
4 SERVICE BENCH What is Service Bench
5 SERVICE BENCH Browsers Supported
6
7 MAIN MENU PAGE Navigation
8 DEALER ACCOUNT My Trading Partners
9 DEALER ACCOUNTS My Trading Partners
10 DEALER ACCOUNTS My Trading Partners
11 DEALER ACCOUNTS My Trading Partners
12 DEALER ACCOUNTS My Trading Partners
13 SERVICE PROVIDER MASTER (SPM) My Trading Partners
14 DEALER ACCOUNTS My Trading Partners
15 DEALER ACCOUNTS My Trading Partners
16 DEALER ACCOUNTS My Trading Partners
17 DEALER ACCOUNTS Dealer Log In
18 DEALER ACCOUNTS Dealer 1 st Log In
19 DEALER ACCOUNTS Dealer 1 st Log In
20 DEALER ACCOUNTS Dealer 1 st Log In
21 DEALER ACCOUNTS Dealer User Log In Change Password
22 DEALER ACCOUNTS Dealer Admin
23 DEALER ACCOUNTS Dealer Admin
24 DEALER ACCOUNTS Dealer Admin Adding Additional Users
25 DEALER ACCOUNTS Dealer Admin
26 DEALER ACCOUNTS Dealer Admin
27 DEALER ACCOUNTS Dealer Users
28 ENTITLEMENT Overview
29 Entitlement Confirm Warranty Coverage 1 2
30 Entitlement Confirm Warranty Coverage 3
31 Entitlement Registration information Warranty Coverage
32 Entitlement Product History
33 CLAIMING Standard Claims
34 CLAIMING Start in Entitlement 1 2
35 CLAIMING Start in Entitlement 1 2 3
36 CLAIMING If the Dealer is loaded in My Trading Partners then enter the Service Provider ID or click on the magnifying glass and type in the Dealer s Name If the Dealer is not registered enter your ICP Account Number (distributor number) or Click the Select Service Provider button
37 CLAIMING Standard Warranty
38 CLAIMING Standard Warranty Equipment information Customer information
39 CLAIMING Standard Warranty
40 CLAIMING Standard Warranty Service call details Parts details Quality info (failure details)
41 CLAIMING Standard Warranty Parts details
42 CLAIMING Standard Warranty Parts details Quality info (failure details)
43 CLAIMING Standard Warranty
44 CLAIMING Standard Warranty
45 CLAIMING Standard Warranty
46 CLAIMING Service Parts
47 CLAIMING Service Parts Definition A Service Parts claim is when the unit is out of the manufacturer s warranty. The part was purchased out of stock and receives a one year part warranty from purchase date.
48 CLAIMING Service Parts
49 CLAIMING Service Parts
50 CLAIMING Operating Letter
51 CLAIMING Operating Letter Definition Operating letters outline policies and procedures pertaining to labor. Operator letters encompass DOA labor such as compressor failure within 30 days of installation or minor component failure within 30 days.
52 CLAIMING Operating Letter
53 CLAIMING Service Bulletin Definition Service Bulletin Claim is a claim against a service bulletin.
54 CLAIMING Service Bulletin
55 CLAIMING Unit Exchange Definition A Unit Exchange Claim is the exchange of a defective unit for another for the remainder of the warranty (held by the original unit).
56 CLAIMING Unit Exchange
57 CLAIMING No Hassle Definition A No Hassle allows for one-time replacement of the original unit to the original purchaser Refer to the Warranty Certificate The Replacement unit assumes the remainder of the warranty of the original unit. Coverage applies for owner occupied, single- family residential applications only.
58 CLAIMING No Hassle
59 Best Practices 1. Organize claim information prior to entry. 2. Register all equipment The registration serves as the mechanism that auto populates 40% of the fields on the claim form. 3. Use the entitlement screen to start the claiming process In addition to confirming standard warranty coverage, information on owner registration, installation date and optional warranty coverage (if applicable) is accessible.
60 Best Practices 4. Utilize the Product History page to confirm claim activity associated with a model / serial number. 5. Use the magnifying glass search tool to confirm model and part numbers. 6. Submit warranty claims within 90 days of repair date. 7. Provide a complete description of service performed in the space provided Poor example broke, fixed it Better example Prop fan out of balance, hub seized to motor shaft
61 Best Practices 8. Do not enter a failed part install date (on the part item line) unless required. The only time a failed part install date is required is when the warranty type is Service Parts. 9. For a Service Part claim ensure that the failed part install date is entered in the part detail section of the claim and the base unit install date is entered in the unit install / startup field claim.
62 CLAIMS MANAGEMENT Hotlist, Claim Review
63 CLAIM MANAGEMENT Hotlist Stores claims in a saved status that have been initiated but not yet submitted. Displays all claims entered by the user. Ability to narrow the view by service provider account number, ID number, name, city, state. User has the option to complete or delete claims.
64 Claim Hotlist or Claim Review Access
65 Claim Hotlist Narrowed Search
66 CLAIM MANAGEMENT Claim Review Basic Search Used for locating and managing claims. Allows users to search for all claims not just those in review status.
67 CLAIM MANAGEMENT Basic Search Use serial number, claim or reference number to locate claims. Use system icons to view, access and edit claims.
68 CLAIM MANAGEMENT Advanced Search Use Advanced Search if basic search is unsuccessful. When using date ranges, results are typically limited to 99 days. If the requirement is > 90 days, use report functionality..
69 CLAIM MANAGEMENT - Advance Search
70 CLAIM MANAGEMENT Advanced Search Results
71 Contact and Support Claims and Claiming questions: ICP Excellence: ICP Support Line ServiceBench Online Help: ServiceBench New User Training ServiceBench Support Line SBENCH -( ) Contact ServiceBench Support only for: password reset issues log in issues and server issues
Service Bench Re-launch Dealer Training Webinar Module #1 Warranty Preparedness, Claiming May 1 st, May 7 th, May 9 th, May 11 th, May 21 st
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