SERVICE BENCH WARRANTY TRAINING General Information and Policy
AGENDA Service Bench Overview and Technology Service Bench Navigation Search for Dealer Accounts Entitlement Claiming Claims Management
SERVICE BENCH Logging On, Users, and Security
SERVICE BENCH What is Service Bench
SERVICE BENCH Browsers Supported
MAIN MENU PAGE Navigation
DEALER ACCOUNT My Trading Partners
DEALER ACCOUNTS My Trading Partners
DEALER ACCOUNTS My Trading Partners
DEALER ACCOUNTS My Trading Partners
DEALER ACCOUNTS My Trading Partners
SERVICE PROVIDER MASTER (SPM) My Trading Partners
DEALER ACCOUNTS My Trading Partners
DEALER ACCOUNTS My Trading Partners
DEALER ACCOUNTS My Trading Partners
DEALER ACCOUNTS Dealer Log In
DEALER ACCOUNTS Dealer 1 st Log In
DEALER ACCOUNTS Dealer 1 st Log In
DEALER ACCOUNTS Dealer 1 st Log In
DEALER ACCOUNTS Dealer User Log In Change Password
DEALER ACCOUNTS Dealer Admin
DEALER ACCOUNTS Dealer Admin
DEALER ACCOUNTS Dealer Admin Adding Additional Users
DEALER ACCOUNTS Dealer Admin
DEALER ACCOUNTS Dealer Admin
DEALER ACCOUNTS Dealer Users
ENTITLEMENT Overview
Entitlement Confirm Warranty Coverage 1 2
Entitlement Confirm Warranty Coverage 3
Entitlement Registration information Warranty Coverage
Entitlement Product History
CLAIMING Standard Claims
CLAIMING Start in Entitlement 1 2
CLAIMING Start in Entitlement 1 2 3
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
CLAIMING Standard Warranty
CLAIMING Standard Warranty Equipment information Customer information
CLAIMING Standard Warranty
CLAIMING Standard Warranty Service call details Parts details Quality info (failure details)
CLAIMING Standard Warranty Parts details
CLAIMING Standard Warranty Parts details Quality info (failure details)
CLAIMING Standard Warranty 3 4 1 2
CLAIMING Standard Warranty
CLAIMING Standard Warranty
CLAIMING Service Parts
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.
CLAIMING Service Parts
CLAIMING Service Parts
CLAIMING Operating Letter
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.
CLAIMING Operating Letter
CLAIMING Service Bulletin Definition Service Bulletin Claim is a claim against a service bulletin.
CLAIMING Service Bulletin
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).
CLAIMING Unit Exchange
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.
CLAIMING No Hassle
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.
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
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.
CLAIMS MANAGEMENT Hotlist, Claim Review
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.
Claim Hotlist or Claim Review Access
Claim Hotlist Narrowed Search
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.
CLAIM MANAGEMENT Basic Search Use serial number, claim or reference number to locate claims. Use system icons to view, access and edit claims.
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..
CLAIM MANAGEMENT - Advance Search
CLAIM MANAGEMENT Advanced Search Results
Contact and Support Claims and Claiming questions: wcissues@icpusa.com ICP Excellence: www.icpexcellence.com ICP Support Line 1-866-989-2524 ServiceBench Online Help: www.servicebench.com ServiceBench New User Training ServiceBench Support Line 1-877- 4SBENCH -(1-877-472-3624) Contact ServiceBench Support only for: password reset issues log in issues and server issues