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Josh, a service technician at Midstate Air, discusses completing a major repair and selling a service agreement to a customer named Ryan to ensure he never goes without AC again. He demonstrates filling out the service agreement form, which automatically populates Ryan's contact information and requires only the customer's equipment details and signature for completion. Caitlin, a job dispatcher, mentions the company's increasing reliance on service agreements and the Smart Service platform to manage them. She notes that she will set up Ryan's service agreement in Smart Service by determining its name and type, as Josh has just sold one to a long-time customer.
