{"metadata":{"generator":"Captivate","generatorVersion":"11.5.1","schemaVersion":"","author":"author","title":"","description":"project description","email":"author@company.com","website":"www.company.com","tags":"","thumbnail":"","source":"assets","durationInFrames":16161,"frameRate":30,"totalSlides":22,"width":1280,"height":720,"responsive":false,"scalable":true,"launchFile":"index_scorm.html","isVRProject":false},"contentStructure":[{"id":"Title_AutoShape_2","class":"TODO::Senthil","instance":"Title_AutoShape_2","title":"Resolusion Care Phone 2:  Onsite Issues ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Slide5444","class":"Normal Slide","instance":"","thumbnail":"","children":[],"roles":{"slide":{"durationInFrames":90},"navigation":{"navid":"Slide5444"}}},{"id":"Image_12","class":"TODO::Senthil","instance":"Image_12","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_6","class":"TODO::Senthil","instance":"SubTitle_AutoShape_6","title":"What are Onsite Issues ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_12","class":"TODO::Senthil","instance":"Text_Caption_12","title":"Situations at the customer’s site that prevent the full scope of work for the purchased services from being completed as scheduled.   In some cases, Resolution Care can resolve these.  In other cases, action by the customer or client will be needed before the service can be completed  ","roles":{"textData":{}}},{"id":"Slide23398","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_12","Text_Caption_12"],"roles":{"slide":{"durationInFrames":669},"navigation":{"navid":"Slide23398"}}},{"id":"Image_14","class":"TODO::Senthil","instance":"Image_14","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_8","class":"TODO::Senthil","instance":"SubTitle_AutoShape_8","title":"What types of situations are considered Onsite Issues? ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_14","class":"TODO::Senthil","instance":"Text_Caption_14","title":"Cancelled at Door Delivery Only Site Not Ready Customer Not Home Wrong, Damaged, or Defective Product Equipment Not Available for Pickup Any same day issue that prevents the service from being completed  ","roles":{"textData":{}}},{"id":"Slide23610","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_14","Text_Caption_14"],"roles":{"slide":{"durationInFrames":813},"navigation":{"navid":"Slide23610"}}},{"id":"Image_20","class":"TODO::Senthil","instance":"Image_20","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"Process02_BTN_11","class":"TODO::Senthil","instance":"Process02_BTN_11","title":"Step 01 Gather the Details ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33691","class":"TODO::Senthil","title":"Step 01 Gather the Details ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33702","class":"TODO::Senthil","title":"Step 01 Gather the Details ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33719","class":"TODO::Senthil","title":"Step 01 Gather the Details ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_12","class":"TODO::Senthil","instance":"Process02_BTN_12","title":"Step 02 Call the Customer ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33752","class":"TODO::Senthil","title":"Step 02 Call the Customer ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33763","class":"TODO::Senthil","title":"Step 02 Call the Customer ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33774","class":"TODO::Senthil","title":"Step 02 Call the Customer ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_13","class":"TODO::Senthil","instance":"Process02_BTN_13","title":"Step 03 Customer Answers ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33807","class":"TODO::Senthil","title":"Step 03 Customer Answers ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33818","class":"TODO::Senthil","title":"Step 03 Customer Answers ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33829","class":"TODO::Senthil","title":"Step 03 Customer Answers ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_14","class":"TODO::Senthil","instance":"Process02_BTN_14","title":"Step 04 Customer Doesn’t Answer ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33862","class":"TODO::Senthil","title":"Step 04 Customer Doesn’t Answer ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33873","class":"TODO::Senthil","title":"Step 04 Customer Doesn’t Answer ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33884","class":"TODO::Senthil","title":"Step 04 Customer Doesn’t Answer ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Title_AutoShape_4","class":"TODO::Senthil","instance":"Title_AutoShape_4","title":"Customer Not Home ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"ProcessContent_15","class":"TODO::Senthil","instance":"ProcessContent_15","title":"Our Servicers should arrive at the customer’s home within the scheduled arrival window  Servicers should report to Resolution Care if the customer is not home for the appointment  Servicers will make the determination if they can wait for the customer or return at a later time   ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33969","class":"TODO::Senthil","title":"STEP 01  Check the schedule arrival window in DOLI and the customer’s time zone to confirm the servicer is within the arrival window   Ask for a description of the home (uploading a photo is okay)  Ask if the servicer is able to wait or return to the customer later  ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33980","class":"TODO::Senthil","title":"STEP 02  Call the customer on all available numbers in DOLI to ask if the customer is available for the service  ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si33991","class":"TODO::Senthil","title":"STEP 03  Advise the customer that our servicer is onsite and ask if the customer is available for service  Customer Available / Servicer Can Wait or Return -  Update the job status to “Scheduled - Onsite”  Customer Unavailable / Servicer Cannot Wait or Return -  Work with customer to reschedule the order for a date available in DOLI. If the customer needs a sooner date, follow the existing process of reaching out to the servicer If the customer refuses to reschedule, follow the process to open a Field Management Support Escalation ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34002","class":"TODO::Senthil","title":"STEP 04  Leave a voicemail asking the customer to call CRST to reschedule  Update the Job Status to “Waiting Customer Action - Customer not home for appt”  Advise the servicer to return the product to the pickup location  If the servicer asks for an appearance fee and reported the issue from onsite, you make enter one in Trip Charge Info ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Slide34018","class":"Normal Slide","instance":"Process Interaction 02","thumbnail":"","children":["Image_20","Process02_BTN_11","si33691","si33702","si33719","Process02_BTN_12","si33752","si33763","si33774","Process02_BTN_13","si33807","si33818","si33829","Process02_BTN_14","si33862","si33873","si33884","ProcessContent_15","si33969","si33980","si33991","si34002"],"roles":{"slide":{"durationInFrames":3228},"navigation":{"navid":"Slide34018"}}},{"id":"Image_21","class":"TODO::Senthil","instance":"Image_21","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"Process02_BTN_16","class":"TODO::Senthil","instance":"Process02_BTN_16","title":"Step 01 Gather the Details ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34083","class":"TODO::Senthil","title":"Step 01 Gather the Details ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34094","class":"TODO::Senthil","title":"Step 01 Gather the Details ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34111","class":"TODO::Senthil","title":"Step 01 Gather the Details ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_17","class":"TODO::Senthil","instance":"Process02_BTN_17","title":"Step 02 Update the Client ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34144","class":"TODO::Senthil","title":"Step 02 Update the Client ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34155","class":"TODO::Senthil","title":"Step 02 Update the Client ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34166","class":"TODO::Senthil","title":"Step 02 Update the Client ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_18","class":"TODO::Senthil","instance":"Process02_BTN_18","title":"Step 03 Update the Customer ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34199","class":"TODO::Senthil","title":"Step 03 Update the Customer ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34210","class":"TODO::Senthil","title":"Step 03 Update the Customer ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34221","class":"TODO::Senthil","title":"Step 03 Update the Customer ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_19","class":"TODO::Senthil","instance":"Process02_BTN_19","title":"Step 04 Update DOLI ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34254","class":"TODO::Senthil","title":"Step 04 Update DOLI ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34265","class":"TODO::Senthil","title":"Step 04 Update DOLI ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34276","class":"TODO::Senthil","title":"Step 04 Update DOLI ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Title_AutoShape_5","class":"TODO::Senthil","instance":"Title_AutoShape_5","title":"Equipment Issues at Pickup ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"ProcessContent_20","class":"TODO::Senthil","instance":"ProcessContent_20","title":"Our Servicers are expected to go to the pickup location listed on the order.  Our Servicers should speak to the designated employee at the pickup location and take possession for the customer’s equipment  Our Servicers should match the equipment provided to the equipment listed in the order, and they should also inspect this equipment for damage  All equipment issues must be reported to Resolution Care ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34361","class":"TODO::Senthil","title":"STEP 01  ASK:  Which items are damaged or unavailable?  Are any services on the order being completed today?  FOR APPEARANCE FEES:  What is the address of the pickup location where the servicer is trying to pickup?  What is the name of the supervisor or manager who confirmed the items were unavailable?  Does the servicer have any other orders that are able to be picked up from that location? ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34372","class":"TODO::Senthil","title":"STEP 02  Call the client to alert them to the issue  Ask if the client knows when the product will be available  If product availability is unknown, ask the client to call the customer or CRST Home Solutions when the product is available and ready to be rescheduled  ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34383","class":"TODO::Senthil","title":"STEP 03  Call the customer if the servicer has not already done so  Advise the service cannot be completed today  If you know when product will be available, work with the customer to reschedule  If you do not know the product availability, advise the customer will be contacted to reschedule ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34394","class":"TODO::Senthil","title":"STEP 04  Update the job status “Waiting Customer Action - No Equipment”  If the servicer asks for an Appearance Fee AND meets the requirements, use Trip Charge Info the enter the fee ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Slide34410","class":"Normal Slide","instance":"Process Interaction 03","thumbnail":"","children":["Image_21","Process02_BTN_16","si34083","si34094","si34111","Process02_BTN_17","si34144","si34155","si34166","Process02_BTN_18","si34199","si34210","si34221","Process02_BTN_19","si34254","si34265","si34276","ProcessContent_20","si34361","si34372","si34383","si34394"],"roles":{"slide":{"durationInFrames":909},"navigation":{"navid":"Slide34410"}}},{"id":"Image_23","class":"TODO::Senthil","instance":"Image_23","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"Process02_BTN_21","class":"TODO::Senthil","instance":"Process02_BTN_21","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34545","class":"TODO::Senthil","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34556","class":"TODO::Senthil","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34573","class":"TODO::Senthil","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_22","class":"TODO::Senthil","instance":"Process02_BTN_22","title":"Step 02 Remind ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34606","class":"TODO::Senthil","title":"Step 02 Remind ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34617","class":"TODO::Senthil","title":"Step 02 Remind ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34628","class":"TODO::Senthil","title":"Step 02 Remind ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_23","class":"TODO::Senthil","instance":"Process02_BTN_23","title":"Step 03 Check Payline ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34661","class":"TODO::Senthil","title":"Step 03 Check Payline ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34672","class":"TODO::Senthil","title":"Step 03 Check Payline ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34683","class":"TODO::Senthil","title":"Step 03 Check Payline ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_24","class":"TODO::Senthil","instance":"Process02_BTN_24","title":"Step 04 Update DOLI ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34716","class":"TODO::Senthil","title":"Step 04 Update DOLI ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34727","class":"TODO::Senthil","title":"Step 04 Update DOLI ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34738","class":"TODO::Senthil","title":"Step 04 Update DOLI ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Title_AutoShape_6","class":"TODO::Senthil","instance":"Title_AutoShape_6","title":"Cancelled At Door ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"ProcessContent_25","class":"TODO::Senthil","instance":"ProcessContent_25","title":"Anytime the customer requests to cancel the order after the servicer has rolled on the job - defined as having made an ETA call to the customer   Customer does not want any services completed ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34823","class":"TODO::Senthil","title":"STEP 01  Confirm the customer does not want any services performed on a later date  Ask if any product is being left onsite - if any product is left onsite, work the order as a Delivery Only ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34834","class":"TODO::Senthil","title":"STEP 02  Remind the serivcer to return all product to the pickup location ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34845","class":"TODO::Senthil","title":"STEP 03  For every order cancelled without performing any services, RC agents must check Payline for any charges - Refund all incomplete services to the customer  If the customer paid the store, they will need to talk to the store for the refund ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si34856","class":"TODO::Senthil","title":"STEP 04  Update the job status to “Cancelled - 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3005 - Equipment & 3006 - Equipment Return   ","roles":{"textData":{}}},{"id":"Slide34480","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_22","Text_Caption_21"],"roles":{"slide":{"durationInFrames":1953},"navigation":{"navid":"Slide34480"}}},{"id":"Image_28","class":"TODO::Senthil","instance":"Image_28","roles":{"click":{"subtype":"button"},"question":{"quizId":-1,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"Image_27","class":"TODO::Senthil","instance":"Image_27","roles":{"click":{"subtype":"button"},"question":{"quizId":-1,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"Image_25","class":"TODO::Senthil","instance":"Image_25","roles":{"click":{"subtype":"button"},"question":{"quizId":-1,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"Slide27425","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_28","Image_27","Image_25"],"roles":{"slide":{"durationInFrames":1020},"navigation":{"navid":"Slide27425"}}},{"id":"Image_29","class":"TODO::Senthil","instance":"Image_29","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"Process02_BTN_31","class":"TODO::Senthil","instance":"Process02_BTN_31","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35377","class":"TODO::Senthil","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35388","class":"TODO::Senthil","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35405","class":"TODO::Senthil","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_32","class":"TODO::Senthil","instance":"Process02_BTN_32","title":"Step 02 Remind ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35438","class":"TODO::Senthil","title":"Step 02 Remind ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35449","class":"TODO::Senthil","title":"Step 02 Remind ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35460","class":"TODO::Senthil","title":"Step 02 Remind ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_33","class":"TODO::Senthil","instance":"Process02_BTN_33","title":"Step 03 Update SKU Status ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35493","class":"TODO::Senthil","title":"Step 03 Update SKU Status ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35504","class":"TODO::Senthil","title":"Step 03 Update SKU Status ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35515","class":"TODO::Senthil","title":"Step 03 Update SKU Status ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_34","class":"TODO::Senthil","instance":"Process02_BTN_34","title":"Step 04 Update Job Status ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35548","class":"TODO::Senthil","title":"Step 04 Update Job Status ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35559","class":"TODO::Senthil","title":"Step 04 Update Job Status ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35570","class":"TODO::Senthil","title":"Step 04 Update Job Status ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Title_AutoShape_8","class":"TODO::Senthil","instance":"Title_AutoShape_8","title":"Delivery Only ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"ProcessContent_35","class":"TODO::Senthil","instance":"ProcessContent_35","title":"We consider an order delivery only when the customer wants to keep the equipment at their home, but wants to cancel all installation services ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35655","class":"TODO::Senthil","title":"STEP 01  Ask why we are not performing the installation services on this visit or at a later date  Confirm that no services were completed on this visit ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35666","class":"TODO::Senthil","title":"STEP 02  Remind the servicer to have the customer sign off on the paperwork for the delivery  If the servicer requests an appearance fee and has reported the issue from onsite, you may use Trip Charge Info to enter the request  ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35677","class":"TODO::Senthil","title":"STEP 03  Update all 3005 & 3006 SKUs to Complete status  Update all installation service SKUs to Cancelled status ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si35688","class":"TODO::Senthil","title":"STEP 04  Update the job status to “Complete - 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Ex: Plumbing or electrical connections are insufficient.  The space provided is the wrong size.    This differs from cancelled at door because we are returning later to complete the service.    ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36047","class":"TODO::Senthil","title":"STEP 01 Ask the servicer why the service cannot be completed   Ask the servicer which, if any, services have been completed  Ask the servicer which products are remaining onsite and which products are being returned to the pickup location  Include this information in your DOLI notations  ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36058","class":"TODO::Senthil","title":"STEP 02  Call the customer and ask if they know when the work will be completed  Knows when the work will be completed: Work with the customer to reschedule their order in DOLI  Unsure when the work will be completed: Advise that we will call the customer back to reschedule  Ask when the customer would like a call back ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36069","class":"TODO::Senthil","title":"STEP 03  If the cutomer is not ready to reschedule:   Update the job status 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Resolution Care to report the sale and confirm it is not part of the existing scope of work (SOW) Servicers will take payment from the customer and notate the sale on the paperwork  ","roles":{"textData":{}}},{"id":"Slide36950","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_33","Text_Caption_22"],"roles":{"slide":{"durationInFrames":906},"navigation":{"navid":"Slide36950"}}},{"id":"Image_34","class":"TODO::Senthil","instance":"Image_34","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_11","class":"TODO::Senthil","instance":"SubTitle_AutoShape_11","title":"Parts & Labor ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_23","class":"TODO::Senthil","instance":"Text_Caption_23","title":"Search “Parts and Labor” in Workflow to find a list of approved pricing for parts If the customer has an issue with the price, look at this sheet and inform the servicer of the recommended pricing If the servicer will not change his price to match the suggested pricing, transfer the servicer to their TRA for further assistance  ","roles":{"textData":{}}},{"id":"Slide37020","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_34","Text_Caption_23"],"roles":{"slide":{"durationInFrames":966},"navigation":{"navid":"Slide37020"}}},{"id":"Image_32","class":"TODO::Senthil","instance":"Image_32","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"Process02_BTN_46","class":"TODO::Senthil","instance":"Process02_BTN_46","title":"Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36553","class":"TODO::Senthil","title":"Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36564","class":"TODO::Senthil","title":"Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36581","class":"TODO::Senthil","title":"Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_47","class":"TODO::Senthil","instance":"Process02_BTN_47","title":"Standard Process A ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36614","class":"TODO::Senthil","title":"Standard Process A ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36625","class":"TODO::Senthil","title":"Standard Process A ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36636","class":"TODO::Senthil","title":"Standard Process A ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_48","class":"TODO::Senthil","instance":"Process02_BTN_48","title":"Standard Process B 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","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Title_AutoShape_11","class":"TODO::Senthil","instance":"Title_AutoShape_11","title":"Wrong Damaged Defective ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"ProcessContent_50","class":"TODO::Senthil","instance":"ProcessContent_50","title":"Wrong: The product is the wrong color, size, model, brand, etc.  Damaged: The product has visible damage, such as having been dropped  Defective: The product has an issue that exists because the manufacturer failed to produce the product correctly – usually discovered after install.   Missing: The product is missing a necessary peice or the product is missing from the pickup completely  Services for which these issues are reported are considered incomplete.  ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36831","class":"TODO::Senthil","title":"Gather Information  Get a description of the issue Ask what services were completed Ask if any equipment is being left onsite ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36842","class":"TODO::Senthil","title":"Standard Process A  Update 3005 SKUs for items not being installed to “Product Returned” status Remind the servicer to return all uninstalled equipment back to the pickup location Advise the customer to speak to the client about the product Update the job status to “Completed - Wrong, Damaged, Defective Product” status. Call the client and request a new order for the new product Notate: Descripition of the issue Where all product was left Which services were completed ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36853","class":"TODO::Senthil","title":"Standard Process B  Update 3005 SKUs for items not being installed to “Product Returned” status Remind the servicer to return all uninstalled equipment back to the pickup location Advise the customer to speak to the client for an exchange Update the job status to “Waiting Client Action - No Equipment” status. American Freight Customer Paid: Call the selling store to inform of the issue Notate: Descripition of the issue Where all product was left Which services were completed  ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36864","class":"TODO::Senthil","title":"Client Specific Exceptions   Most clients have a small exception in their Wrong, Damaged, Defective process - often it is the method for contacting the client  It is important to ALWAYS check Workflow for the client specific process    ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Slide36880","class":"Normal Slide","instance":"Process Interaction 07","thumbnail":"","children":["Image_32","Process02_BTN_46","si36553","si36564","si36581","Process02_BTN_47","si36614","si36625","si36636","Process02_BTN_48","si36669","si36680","si36691","Process02_BTN_49","si36724","si36735","si36746","ProcessContent_50","si36831","si36842","si36853","si36864"],"roles":{"slide":{"durationInFrames":1347},"navigation":{"navid":"Slide36880"}}},{"id":"Image_31","class":"TODO::Senthil","instance":"Image_31","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"Process02_BTN_41","class":"TODO::Senthil","instance":"Process02_BTN_41","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36161","class":"TODO::Senthil","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36172","class":"TODO::Senthil","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36189","class":"TODO::Senthil","title":"Step 01 Gather Information ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_42","class":"TODO::Senthil","instance":"Process02_BTN_42","title":"Step 02 Check the Scope of Work ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36222","class":"TODO::Senthil","title":"Step 02 Check the Scope of Work ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36233","class":"TODO::Senthil","title":"Step 02 Check the Scope of Work ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36244","class":"TODO::Senthil","title":"Step 02 Check the Scope of Work ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_43","class":"TODO::Senthil","instance":"Process02_BTN_43","title":"Step 03 Update DOLI ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36277","class":"TODO::Senthil","title":"Step 03 Update DOLI ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36288","class":"TODO::Senthil","title":"Step 03 Update DOLI ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36299","class":"TODO::Senthil","title":"Step 03 Update DOLI ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Process02_BTN_44","class":"TODO::Senthil","instance":"Process02_BTN_44","title":"Step 04 Notate ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36332","class":"TODO::Senthil","title":"Step 04 Notate ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36343","class":"TODO::Senthil","title":"Step 04 Notate ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36354","class":"TODO::Senthil","title":"Step 04 Notate ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Title_AutoShape_10","class":"TODO::Senthil","instance":"Title_AutoShape_10","title":"Close Out a Troubleshoot ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"ProcessContent_45","class":"TODO::Senthil","instance":"ProcessContent_45","title":"Servicers are required to warranty their work for 2 years from the date of installation  Troubleshoots are unpaid because part of that warranty is to perform quality checks on work they performed  Servicers may request payment for Troubleshoot orders OR ask us to document the results of the visit       ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36439","class":"TODO::Senthil","title":"STEP 01  Ask the serivcer what work was performed onsite  Ask the servicer if the customer’s issue has been resolved  Confirm in DOLI if the troubleshoot was performed by the original service company ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36450","class":"TODO::Senthil","title":"STEP 02  Review the Scope of Work (SOW) on the original order  Is the work the servicer performed during the troubleshoot part of the existing Scope of Work?  If the work performed IS part of the SOW, advise the servicer the work performed is covered under the warranty and no additional payment is needed  Checking the product to determine if the issue is warranty related or part of a defective unit is not considered out of scope work  ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36461","class":"TODO::Senthil","title":"STEP 03  If the work performed is outside the SOW OR the service company assigned to the troubleshoot is not the original service company: Use Edit Multiple SKUs to add the Service Call SKU as “Installs Pays”  Use Edit Multiple SKUs to Cancel the Troubleshoot SKU  If the serivcer found a defective item, he may request an Appearance Fee ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"si36472","class":"TODO::Senthil","title":"STEP 04  Notate a detailed description of the work the servicer performed while onsite  Accounting requires these notes in order to pay the servicer     ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Slide36488","class":"Normal Slide","instance":"Process Interaction 08","thumbnail":"","children":["Image_31","Process02_BTN_41","si36161","si36172","si36189","Process02_BTN_42","si36222","si36233","si36244","Process02_BTN_43","si36277","si36288","si36299","Process02_BTN_44","si36332","si36343","si36354","ProcessContent_45","si36439","si36450","si36461","si36472"],"roles":{"slide":{"durationInFrames":900},"navigation":{"navid":"Slide36488"}}},{"id":"Image_35","class":"TODO::Senthil","instance":"Image_35","roles":{"click":{"subtype":"button"},"question":{"quizId":389,"text":"Image ","type":"graded","interactionType":"choice","score":{"weight":1,"penalty":0}},"textData":{}}},{"id":"SubTitle_AutoShape_12","class":"TODO::Senthil","instance":"SubTitle_AutoShape_12","title":"Reporting Via Mobile App ","roles":{"click":{"subtype":"button"},"textData":{}}},{"id":"Text_Caption_24","class":"TODO::Senthil","instance":"Text_Caption_24","title":"Some servicers may report onsite issues that don’t require speaking with CRST Home Solutions via our Mobile App, e.g. Customer Not Home.  The job will be updated to “Scheduled – Action Needed” status.    When this happens, we should read the notes the servicer entered and then update the order per the existing process.  If any necessary information is missing from the notes, we will need to call the servicer for clarification.  ","roles":{"textData":{}}},{"id":"Slide37090","class":"Normal Slide","instance":"","thumbnail":"","children":["Image_35","Text_Caption_24"],"roles":{"slide":{"durationInFrames":816},"navigation":{"navid":"Slide37090"}}},{"id":"si38954","class":"TODO::Senthil","roles":{}},{"id":"si38812","class":"TODO::Senthil","title":"Knowledge Check #1 ","roles":{"textData":{}}},{"id":"si38819","class":"TODO::Senthil","title":"Match the type of onsite issue to the correct definition ","roles":{"textData":{}}},{"id":"si38826","class":"TODO::Senthil","title":"Onsite Issue ","roles":{"textData":{}}},{"id":"si38850","class":"TODO::Senthil","title":"C ","roles":{"textData":{}}},{"id":"si38854","class":"TODO::Senthil","title":"Customer Not Home ","roles":{"textData":{}}},{"id":"si38871","class":"TODO::Senthil","title":"B ","roles":{"textData":{}}},{"id":"si38875","class":"TODO::Senthil","title":"Site Not Ready ","roles":{"textData":{}}},{"id":"si38892","class":"TODO::Senthil","title":"D ","roles":{"textData":{}}},{"id":"si38896","class":"TODO::Senthil","title":"Wrong, Damaged, Defective ","roles":{"textData":{}}},{"id":"si39093","class":"TODO::Senthil","title":"A ","roles":{"textData":{}}},{"id":"si39097","class":"TODO::Senthil","title":"Cancelled at Door ","roles":{"textData":{}}},{"id":"si38837","class":"TODO::Senthil","title":"Definition ","roles":{"textData":{}}},{"id":"si38860","class":"TODO::Senthil","title":"A) ","roles":{"textData":{}}},{"id":"si38864","class":"TODO::Senthil","title":"After or during the servicer’s precall, the customer requests to cancell all services on the order ","roles":{"textData":{}}},{"id":"si38864ans","class":"TODO::Senthil","roles":{"answer":{"title":"After or during the servicer’s precall, the customer requests to cancell all services on the order","index":"Not implemented"}}},{"id":"si38881","class":"TODO::Senthil","title":"B) ","roles":{"textData":{}}},{"id":"si38885","class":"TODO::Senthil","title":"The customer’s site needs additional work or equipment before the installation can take place.  ","roles":{"textData":{}}},{"id":"si38885ans","class":"TODO::Senthil","roles":{"answer":{"title":"The customer’s site needs additional work or equipment before the installation can take place. ","index":"Not implemented"}}},{"id":"si38902","class":"TODO::Senthil","title":"C) ","roles":{"textData":{}}},{"id":"si38906","class":"TODO::Senthil","title":"The servicer arrives at the customer’s home and no one is home for the service ","roles":{"textData":{}}},{"id":"si38906ans","class":"TODO::Senthil","roles":{"answer":{"title":"The servicer arrives at the customer’s home and no one is home for the service","index":"Not implemented"}}},{"id":"si39105","class":"TODO::Senthil","title":"D) ","roles":{"textData":{}}},{"id":"si39109","class":"TODO::Senthil","title":"The product provided by the client is missing parts, has physical damage, is the wrong model/color, or does not function properly ","roles":{"textData":{}}},{"id":"si39109ans","class":"TODO::Senthil","roles":{"answer":{"title":"The product provided by the client is missing parts, has physical damage, is the wrong model/color, or does not function properly","index":"Not implemented"}}},{"id":"si38950","class":"TODO::Senthil","roles":{}},{"id":"si38958","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide38765q0","for":"Slide38765q0"},"textData":{}}},{"id":"si38975","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide38765q0","for":"Slide38765q0"},"textData":{}}},{"id":"si38988","class":"TODO::Senthil","title":">> ","roles":{"click":{"subtype":"reviewModeNext","question":"Slide38765q0","for":"Slide38765q0"},"textData":{}}},{"id":"si39000","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide38765q0","for":"Slide38765q0"},"textData":{}}},{"id":"si39017","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide38765q0","for":"Slide38765q0"},"textData":{}}},{"id":"si39030","class":"TODO::Senthil","title":"<< ","roles":{"click":{"subtype":"reviewModeBack","question":"Slide38765q0","for":"Slide38765q0"},"textData":{}}},{"id":"si39042","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide38765q0","for":"Slide38765q0"},"textData":{}}},{"id":"si39059","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide38765q0","for":"Slide38765q0"},"textData":{}}},{"id":"si39072","class":"TODO::Senthil","title":"Submit ","roles":{"click":{"subtype":"submit","question":"Slide38765q0","for":"Slide38765q0"},"textData":{}}},{"id":"si38911","class":"TODO::Senthil","title":"Correct - Click anywhere or press ‘y’ to continue. ","roles":{"click":{"subtype":"button","question":"Slide38765q0"},"textData":{}}},{"id":"si38924","class":"TODO::Senthil","title":"Incorrect - Click anywhere or press ‘y’ to continue. ","roles":{"click":{"subtype":"button","question":"Slide38765q0"},"textData":{}}},{"id":"si38937","class":"TODO::Senthil","title":"You must answer the question before continuing. ","roles":{"click":{"subtype":"button","question":"Slide38765q0"},"textData":{}}},{"id":"Slide38765","class":"Question Slide","instance":"","thumbnail":"","children":["si38812","si38819","si38864","si38885","si38906","si39109","si38958","si38975","si38988","si39000","si39017","si39030","si39042","si39059","si39072","si38937"],"roles":{"slide":{"durationInFrames":90},"navigation":{"navid":"Slide38765"},"question":{"interactionId":"38782","quizId":389,"title":"Knowledge Check #1\r","text":"Match the type of onsite issue to the correct definition\r","type":"graded","ikc":false,"interactionType":"matching","ramdomized":false,"correctAnswers":[],"score":{"weight":10,"penalty":0}}}},{"id":"si37765","class":"TODO::Senthil","roles":{}},{"id":"si37681","class":"TODO::Senthil","title":"Knowledge Check #2 ","roles":{"textData":{}}},{"id":"si37688","class":"TODO::Senthil","title":"If a servicer calls to report the customer’s product is not available for pickup, which actions will you take?  Check all that apply ","roles":{"textData":{}}},{"id":"si37703","class":"TODO::Senthil","title":"A) ","roles":{"textData":{}}},{"id":"si37707","class":"TODO::Senthil","title":"Ask the servicer to call the store tomorrow to see if the equipment is available to reschedule ","roles":{"textData":{}}},{"id":"si37707","class":"TODO::Senthil","roles":{"click":{"subtype":"button","question":"Slide37651q1"},"answer":{"title":"dummy title","index":-1,"score":{}}}},{"id":"si37703_a","class":"TODO::Senthil","roles":{"answer":{"title":"Ask the servicer to call the store tomorrow to see if the equipment is available to reschedule\r","index":"Not implemented","score":{"weight":0}}}},{"id":"si37714","class":"TODO::Senthil","title":"B) ","roles":{"textData":{}}},{"id":"si37718","class":"TODO::Senthil","title":"Update the job status to “Waiting Client Action - No Equipment” ","roles":{"textData":{}}},{"id":"si37718","class":"TODO::Senthil","roles":{"click":{"subtype":"button","question":"Slide37651q1"},"answer":{"title":"dummy title","index":-1,"score":{}}}},{"id":"si37714_a","class":"TODO::Senthil","roles":{"answer":{"title":"Update the job status to “Waiting Client Action - 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Click anywhere or press ‘y’ to continue. 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