PREVENTATIVE

MAINTENANCE
Zoho Desk
Sears
Gold Products
 PM Reminder
Gold Products receive 4 PM visits per
contract term, 1 per trade.

Sears plans (excluding downsell) receive 2

HVAC PM visits per contract term, 1 for AC
and 1 for Heat.
PM service initiation
Begin service initiation the same
way we initiate a warranty service
request.

First new step, Change the Service

Request Type to Preventative
Maintenance before selecting a
trade.
Trade Selection
After selecting the
service request type,
the Trade options will
change depending on
the type of contract

Select the correct

Trade

Severity will Always be

standard for PM

Click Next
 Item and Brand

Select the correct Item

Always select the trade

brand Other
Service Job Information

Enter Verify for model,

serial, and location

Problem code is
Preventative
Maintenance Event

Problem Description,
use the Preventative
Maintenance manual
note template

Click Next
SP Assignment
PM requests have a standard severity
Follow normal SP assignment procedures for a standard request

Once assigned the SP info will populate in the Service Pro

section
Service Info
Enter the Preventative
Maintenance manual note
template in the Service
Description

If the customer advises up

front they have more than 1
HVAC unit to be checked, then
enter the number of units in
the Special Instructions

Sears: Up to 3 HVAC units can

be checked
Gold: Only the # of HVAC units
the customer has coverage for

Click Next
No Deductible
PM is a free benefit of the warranty and there is no deductible owed

The Deductible shows as $0.00

Click Confirm Appointment to submit the service request

Case Update
Once submitted the Case title updates to show
Preventative Maintenance - Item and Brand

The Service Job # and Service Pro info will populate to provide to the customer
Entitlements
The Entitlements tab updates
to show:

Visit period dates

The PM just created
The checklist for the PM
placed

Use this to set expectations

with the customer and answer
questions regarding the
checklist

Document the call details in

the comments section
accordingly