Stated symptoms and appointment purposes for a service visit
Example: A customer identifies a noise and wants repair during the booked assessment. The accepted visit is assessment only.
Use symptoms for context. Use the accepted appointment purpose for commitments, and keep professional assessment.
This article is from Righthand. The story and result are illustrative.
Two records with different meanings
A symptom records a customer’s observation.
An appointment purpose identifies what the business accepted the visit to do.
The customer's situation
A customer identifies a noise and wants repair during the booked assessment. The accepted visit is assessment only.
The owner gives the Righthand the identified source material and relevant contacts. A Righthand is an assistant with email, text, phone, and Slack communication. Introduction.
The request to the Righthand
Read the supplied symptom and visit scope.
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Prepare the assessment-only explanation.
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Get approval before you contact the customer.
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Send the owner the result in this conversation.
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Get approval before you change an accepted commitment.
The assistant reads the sources for their different meanings. It compares the relevant facts and sends the difference to the owner.
If the request permits contact, the assistant sends the identified question to the supplied recipient. Send the reply to the person responsible for the decision.
An illustrative result
The accepted visit is an assessment of the reported noise. Repair has no accepted scope yet.
The service owner gives approval for the explanation and gives a decision about later repair work after assessment.
Set access and authority for the actual task
Supplied source material can be sufficient for the first procedure. For direct account access, a connection with the applicable operation and Righthand access is necessary. Connections.
For an external action, identify the recipient and task. Ask uses an explicit instruction or approval. Connection tool permissions are another required control. Communications Policy.
Try the difference with one case
- Give the assistant one example of each source.
- Include a difference that affects the task.
- Compare the returned difference with both sources.
- Make sure that the test recipient receives a permitted message.
- Examine the work in Activity.
A satisfactory result must keep the difference and identify the next owner decision. It must not silently replace one source with the other.
When another approach is sufficient
A direct record or a human review can be sufficient when it gives the answer and no further conversation is necessary. A Righthand is an alternative when you want responsibility for the next information request and decision handoff.