How to Communicate with the Provider

There are a few ways to communicate with the Provider or company (Firm) inside the order, after they’ve accepted it.

  1. Use the order’s Notes tab to stay connected with the Provider/Firm.
    • Enter a clear subject line to grab the Provider’s attention.
    • Enter clear notes into the Message field.

Note:    Some special characters must be typed into the Message field and should not be pasted from a template, otherwise, the character will display as a question mark (?).  For example, type quotation marks (“), do not copy and paste.

    • Set the note to Send email alert so the Provider/Firm receives an email letting them know they have a note to review. Setting the note to “No email alert” will lower the chances of the Provider seeing your note, and setting the note to “Private” should not be used when communicating with the Provider/Firm because private notes are only visible to your team and ServiceLive Administrators.
    • Click SUBMIT to enter the note, or use the Cancel hyperlink to remove the note before submitting.

 

  1. Use the Order Quick Links window (on the right-hand side of the screen) to call the Provider/Firm. This window displays a quick summary of the order, along with the Provider/Firm’s phone number(s). We recommend that you speak with the Firm’s ServiceLive account Administrator when using this contact option.

Note:    If this option doesn’t allow you to speak with the Firm’s Administrator, use the order’s Summary tab and scroll down to the Contact Information section.  This section displays the Provider and Firm ID information – you can reference these ID’s if you give our Support Team a call (888-549-0640, option 5), and we can provide a better phone number option for the Firm’s Administrator.

 

  1. Use the Report A Problem tab to let the Provider know there is a problem with the order.
    • Choose an option from the Type of Problem dropdown menu.
    • Enter clear notes into the Additional Comments field.

Note:    Some special characters must be typed into the message field and should not be pasted from a template, otherwise, the character will display as a question mark (?).  For example, type quotation marks (“), do not copy and paste.

    • Click REPORT A PROBLEM to submit the issue, or use the CANCEL button to disregard the action.

Note:    The order will move to the Service Order Monitor’s Problem tab, its status will change to Problem, and the details will be documented in the order’s Order History tab.  We have a lesson on what to do with Problem orders.

 

 

 

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