Failed Self Install Procedure - Article no 9272

Introduction

• After exhausting the troubleshooting of a Self-Installation Kit, we need to set up a technician visit to resolve the issue

• Be advised, the order below has a One Time Charge of $29.95to cover the Truck Roll/Tech visit. Inform your customer of this charge

• Before setting up this Work Order Type, be sure to resolve the issue by troubleshooting first

Resolution Steps

Start an Upgrade Order in ICOMS

1. Task: Service Change[UD]
2. Work Order Type: Schdl TechVisit
3. Order Entry Services [ES] screen with Sales Type, Sales Reasonand Campaign
4. One Time Charges[OT] screen:
    
   • RFINSLC - S ($29.95)

• RFINSLD - S ($29.95)

5. Work Order Scheduling[SW] screen:
    
   • Schedule a Date and Time frame that works for your customer

• Work Order Comments should note FAILED SIK

6. On the Order Summary [OS] screen, enter throughto confirm the work order
7. When installing data, go to the Data Users[DU] screen to create an email address
8. If needed, fill out theCPNI Questionnaire [CQ] screen and Setup Selfcare

Article ID: 29
Created: November 23, 2023
Last Updated: November 23, 2023
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=29