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Assigning the Service Request

This topic discusses the three ways to assign a service request and the circumstances under which each would be appropriate.

This task is a step in Process of Working with Service Requests.

Assigning the Service Request Manually

Use this procedure to assign a service request to a representative after the details have been entered, and it has been determined that the issue cannot be resolved by the receiving representative. Service requests can be assigned to a dealer or a service center.

To assign a service request manually

1. Navigate to the Service Requests screen, then the Service Requests List view.
2. From the visibility filter, select All Service Requests.
3. Select a SR Number record.
4. In the Sub Status field, select Assigned.
5. In the Owner field, select the person to whom you want to assign the request.

Using Assignment Manager to Assign Service Requests

This method of assigning service requests requires a representative to use Assignment Manager. Assignment Manager automatically designates a customer service representative or call center agent based on skill level and availability.

To assign a service request using Assignment Manager

1. Navigate to the Service Requests screen, then the Service Requests List view.
2. From the visibility filter, select All Service Requests.
3. Select a SR Number record.
4. In the lower form applet, click Menu, and select Assign.

   NOTE:  The system automatically assigns the service request to a representative or presents a list of potential assignees based on skills and other rating criteria. If presented with a list of eligible assignees, select one and close the assignment window.

Assigning Service Requests Using Dealer Assignment

Use this procedure to automatically assign a service request to a dealer or set up an appointment time with a dealer to deal with a service request.

To use Dealer Assignment to assign service requests

1. Navigate to the Service Requests screen, then the Service Requests List view.
2. Drill down on the SR Number field link for a selected service request record.
3. Click the Dealer Assignment view tab and perform actions appropriate for your situation, as described in the following table.

   To...	Then...
   Assign the service request	Select one of the following options from the Automatically Assign Service Request to a Dealer drop-down list: Preferred Service Dealer Selling Dealer NOTE:  For a service request to be assigned to either of the two values, they should have been set for the vehicle. For more information about setting values for a vehicle, see Editing a Vehicle Record.
   Manually pick the dealer to assign this service request	Select the dealer from the Pick a Dealer field.
   Set an appointment	Create a new record in the Appointment Time form and enter the time and date of the appointment.