Working with Protection Plans

Customer Care lets you add and manage protection plans on an account independent of POS or web-based Orders. Management functions include enrolling and canceling. Other options may also be available, depending on the profile configuration.

Note

These protection plans are associated to a specific device serial number and do not require a line of service.

To access this functionality in Customer Care, select Account > Protection Plans from the Customer menu.

This displays the Protection Plans page.

Whether or not the plan is active is indicated in the far left column:

• Green check = active (enrolled)

• Red X = inactive (canceled)

• Blank = no actions have been performed on this plan

  From the Protection Plans page you can export the Protection Plans list, and also:

  • add a new plan

  Note

  There is no associated charge when adding plans to an account in this manner. If you need to collect revenue for the plan, it is recommended to create an order.

  To add a new plan click +NEW PROTECTION PLAN in the upper right side. This displays the New Protection Plan dialog.

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  From here specify:

  • Protection Plan Profile – Select a protection plan profile from the drop down menu. This field is required.

  • Serial Number – Enter the device serial number. This field is required.

  • Enroll Now – You can choose to enroll the device in the plan on a specified activation date by checking this box, or defer enrollment until later. An enrollment action is available via the Plan Detail view if you choose not to enroll now.

  • Activation Date – This field is enabled when you check the Enroll Now check box. Select a date on which to enroll in the plan. If Enroll Now is not checked this field is disabled.

  • Contact Information – You may fill in the individual fields to specify a contact other than the customer or click COPY CUSTOMER ADDRESS to auto-fill using the customer information.

  Plans that Require Verification

  Protection plan profiles configured in the Product Catalog web application can be set up to require verification. If the selected plan is based on a profile that requires verification, you won’t be permitted to save and submit an enroll request on the account until you verify the plan by clicking the VERIFY button in the upper right corner.

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  If the verification is successful, you’ll see a green banner to indicate success.

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  Additional Information

  Depending upon the profile type on which the plan is based there may have additional information that needs to be provided beyond the standard information described above. For example, plans based on the Apple Care profile type have the following additional fields:

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  • Language Code 

  • POC Language Code  

  • POC Delivery Preference  

  • Cancel Reason Code 

    The values in these drop-down menus are driven by Workflow Management configuration.

  • display a detail view for a selected plan

  To display the detail view for a plan click the Serial Number link.

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  From the detail view you can edit plan information that was entered when the plan was added, or submit an Enroll or Cancel request via the Actions menu.

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  • Note

    The Actions menu provides both options when no requests have been submitted yet. Cancel may apply here because the plan may have a pending activation date (set up using the Enroll Now option).

  • If the plan is currently enrolled (indicated by a green check) the only option available is Cancel. Likewise, if the plan has been canceled (indicated by a red X) the only option is to Enroll.

  • Additional options are provided if the associated profile has custom queries configured to support custom provisioning actions.

    The Activity history grid lists all Enroll and Cancel requests.

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    Note

    When provisioning is required, the Status will be indicated as Pending until the request is completed.

    The Activity history for a plan can be exported to a spreadsheet by clicking the Export link below the list.

  Enrolling in a Plan

  If you deferred enrollment when the plan was added, or if you subsequently canceled the plan, you can enroll/re-enroll via the detail view. To do this choose Enroll from the Actions menu. This displays a dialog to specify an Activation Date (defaults to today).

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  Note

  The fields required to enroll may vary depending on the selected profile.

  Canceling a Plan

  To cancel an active plan, choose Cancel from the Actions menu. This displays a dialog for specifying the cancelation date.

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  Note

  The fields required to cancel may vary depending on the selected profile.

  Custom Provisioning Actions

  The Actions menu can provide additional provisioning actions if profile associated to the selected plan has custom queries configured.  

  

  Each menu option will invoke the query operation with the name of the query, wait for the provisioning request to complete, then display the contents of the response once completed. 

  This is similar to existing Switch Query functionality, which is available on the Services & Features page.

  Note:

  You won’t be permitted to initiate another activity if one is currently in process.

Protection Plan Activity Search

The OmniSearch in Customer Care has an option to search on .