Zebra s Repair Order Portal for Partners COURSE CODE: RPE01

Transcription

1 Zebra s Repair Order Portal for Partners COURSE CODE: RPE01 April 2017

2 Introduction Welcome to the Zebra s Repair Order Portal for Partners course. This course explains how to navigate the Repair Order Portal and create and manage repair orders. The duration of this course is 3.5 hours. 3

3 Target Audience This course is intended for Zebra Partners. 4

4 Course Objectives By the end of this course, you should be able to: Navigate the Repair Order Portal and utilize its features. Create new repair orders and modify existing ones. Search for a quote for billable repairs. Search for and manage an existing repair order. Search for and view assets. Search for and view entitlements. Search for and view warranty information. 7

5 Key Terms The following are a few key terms that you will come across during the course: Key Term Return Material Authorization (RMA) or Repair Order Dispute a Repair Order Repair Order Portal Contracts Quotes Description The process of returning a product to receive a refund, replacement, or repair during the given product's warranty period. An RMA also applies if the product is covered by a service contract. Going forward, an RMA will be referred to as a Repair Order. The Repair Order Portal provides an option called dispute if the unit is entitled. The web-based application that enables customers, partners, distributors, and resellers to create and process all types of service repair orders. The written agreement documenting the terms and conditions, as well as the post-purchase service to be provided for the product. The expected cost of the repair. 9

6 MODULE 1: NAVIGATING THE REPAIR ORDER PORTAL

7 Module Objectives By the end of this module, you should be able to: Log into the Repair Order Portal. Navigate the different tabs on the Portal. Explain the Search functionality. Explain the Help functionality. 11

8 Business Scenario Let s see how the Repair Order Portal can help Zebra's partners find answers to their questions. Sophia, a partner, needs to understand how to access the Repair Order Portal and use it to create and manage all repair orders. Let s take a quick look at how to access the Repair Order Portal and get her started. 12

9 Introduction to the Repair Order Portal The Repair Order Portal is a web-based application that enables the Zebra customers, partners, distributors, and resellers to process all types of service repair orders. The repair orders include warranty repair, contract repair, onsite repair, Time and Material (T&M) repair, and so on. The Repair Order Portal is a self-service portal with streamlined backend processes. It aims to improve customer experience and support operations. 13

10 Partner Registration Process The Partner Administrator registers partners on the Repair Order Portal. To register a partner, the Partner Administrator navigates to and performs the following steps: 1. Click the Contact Management tab. 2. Click the Manage My Tool Access sub-tab. You can choose various Zebra applications under this sub-tab. 3. Select the Repair Portal Access check box. 4. Click the Submit button. 2 1 The registration request is send to the SSO workflow for further approvals

11 Accessing the Repair Order Portal Let s look at how you can access the Portal once the registration and approval process is complete. Navigate to You can also access the Portal landing page by navigating to 1. Enter the username and password. 2. Click the Sign In button

12 Accessing the Repair Order Portal (Continued) The Repair Order Portal is also available in the following languages: Languages French Chinese Italian German Spanish Dutch Language-specific links The language extensions are mentioned at the end of the links. If the link for your desired language is not available, you can use the English link as the default language. 16

13 Search Options The Search function can be used to search for the repair order requests, assets, and contracts. This functionality is currently available in the highlighted tabs: 17

14 Search Options (Continued) Users can use the search functionality for both saved and submitted repair orders: Repair Orders Saved Repair Orders Submitted Repair Orders Repair Orders Accessory Orders Order Status Used for searching the saved repair orders. Used for searching saved accessory orders (parts). This tab is active only for users who have purchased advance exchange contract and setup accessories in their spare pool. Used for searching the submitted repair orders. 18

15 Search Options (Continued) Additionally, users can also perform search from the following tabs: Assets: Used for searching assets associated with any product. Contracts: Used for searching warranty and entitlements. 19

16 Help and FAQ Functionality The Help page provides users with useful links and support. On the Help page, users can view the following key information: Contact information for the Regional Helpdesks Contact information to provide feedback regarding the Portal Link to the user guides (all translated versions as well) Link to the training PPT deck (all translated versions as well) Link to the tutorial video (replacing the need for live demos) Link to the FAQ document (all translated versions as well) Link to the device diagnostic tool 20

17 Knowledge Check Identify the tabs in which the Search function can be used to search for the submitted repair order requests, assets, and contracts. Identify the correct answer(s) to the question. A. Home B. Accessory Orders C. Assets D. Contracts E. Repair Order F. Help 21

18 Knowledge Check Identify the tabs in which the Search function can be used to search for the submitted repair order requests, assets, and contracts. Identify the correct answer(s) to the question. A. Home B. Accessory Orders C. Assets D. Contracts E. Repair Order F. Help 22

19 Module Summary Now you should be able to: Log into the Repair Order Portal. Navigate the different tabs on the Portal. Explain the Search functionality. Explain the Help functionality. 23

20 MODULE 2: REPAIR ORDER CREATION PROCESS

21 Module Objectives By the end of this module, you should be able to: Provide a high-level overview of creating repair orders in the Repair Order Portal. Create a bulk repair order. Create an Advance Exchange repair order. Create a Fastrack repair order. Create a Pick up or Collection request. Upload documents to the repair orders. 25

22 Business Scenario Let s see how a partner creates a repair order using the Repair Order Portal. The store cashier has just informed Cynthia, the partner, that one of the in-counter scanners is not scanning accurately. Cynthia decides to create a repair order on the Zebra Repair Order Portal to get the scanner repaired. Let s see how Cynthia creates a repair order for the scanner. 26

23 Repair Process Given below is the Repair Order Creation process, system validation, and repair process flow: Repair orders are created via the Repair Order Portal and include problem descriptions, such as where to send the units for repair, where the units will be returned after repair, and how the repair will be handled financially (entitlement check for warranty or contract coverage). 1 After a repair order is Once the unit is After repair, the unit created in the Portal, received in repair, it is shipped back to all the detailed is sent to the repair the contact/address information is sent to line. provided by the user, the helpdesk. the repair order is closed. 27

24 Creating a Repair Order To create a repair order from the Repair Orders tab, perform the following steps: 1. Click the Repair Orders tab. 1 28

25 Creating a Repair Order (Continued) The Saved Repair Orders page is displayed. 2. Click the NEW REPAIR ORDER button. 2 29

26 Creating a Repair Order (Continued) A new repair order is displayed and defaults to the first sub-tab, that is, Shipping Details. The Account Details and Shipping Details sections are pre-populated based on the user s Portal profile. The user can update the contact and shipping address, if required Click the Contact drop-down menu to update the contact information. 30

27 Creating a Repair Order (Continued) The Pick Contact pop-up window is displayed. The pop-up window displays all active contacts that are associated with the user s account. The user can select a contact from the displayed list, or can use the filters to narrow down the search Click the appropriate contact line item to select another contact. 5. Click the OK button. 5 31

28 Creating a Repair Order (Continued) The Portal navigates back to the Shipping Details sub-tab and displays the updated contact details. 6. Click the Ship Address drop-down menu to update the shipping details. 6 32

29 Creating a Repair Order (Continued) The Pick the Address to ship this order to pop-up window is displayed with the list of all the shipping and billing sites associated with the Portal user s account. The user can select an address from the list, use the filters to narrow down the search, or create a new address. 7. Click the appropriate address line item to select the address. 8. Click the OK button

30 Creating a Repair Order (Continued) The Portal navigates back to the Shipping Details sub-tab and displays the updated address details. The next step is to add a product. 9. Click the NEXT button to proceed to the next sub-tab. 9 34

31 Creating a Repair Order (Continued) The Add Products sub-tab is now displayed. At this step, enter information about the product that needs to be repaired Enter the appropriate serial number in the Serial # field. 11. Select the appropriate option from the Problem Type dropdown menu. 35

32 Creating a Repair Order (Continued) 12. Enter the appropriate description in the Problem Description field. In case the user does not have the serial number, he or she can click the PICK PRODUCT button to enter the product name in the Product Name field. This repair order will be considered as a billable/t&m repair

33 Creating a Repair Order (Continued) If the user clicks the PICK PRODUCT button, the Pick Product pop-up window is displayed. Here, all product models from Zebra s product catalog are listed. The user can select a product or use the filters to narrow down the results. a. Select the appropriate product line item. b. Click the PICK button. The Portal navigates back to the Add Products sub-tab. a b 37

34 Creating a Repair Order (Continued) 13. Click the ADD ITEM TO CART button

35 Creating a Repair Order (Continued) The product is added in the Line Items section. At this stage, the entitlement is automatically validated by the system. Review the warranty or contract information in the Entitlement column to check if the information is correct. If no entitlement is found for the product, then the repair order is considered to be a billable/t&m repair. 39

36 Creating a Repair Order (Continued) If the warranty or contract information is incorrect, the user can raise a dispute from the Dispute? section while creating the repair order. The user can also raise a dispute when the repair order is in the saved or pending stage. The user can dispute the service center, entitlement, or both. 40

37 Creating a Repair Order (Continued) To raise a dispute, perform the following steps: a. Under the Line Details section, select the Dispute system determined service entitlement check box to display the Dispute Reason drop-down menu. You will notice a check box in the Dispute Entitlement column of the line item. a 41

38 Creating a Repair Order (Continued) b. Select the dispute reason from the Dispute Reason drop-down. If the dispute reason is Contract, then the user must enter a valid contract number in the Contract Number field. If the dispute reason is Warranty, then the user must enter the purchase date in the Purchase Date field. b b 42

39 Creating a Repair Order (Continued) c. After validating all the dispute information, click the SAVE button. c 43

40 Creating a Repair Order (Continued) If required, customer can also attach a valid proof of dispute, such as, the invoice or sales order to the repair order. To upload a document while creating a repair order, perform the following steps: a. Select a line item under the Line Items section. b. Click the Documents button. a It is important to select a line item before uploading a document. If there are more than one line items, select one line item at a time to upload the documents for that particular line item. b 44

41 Creating a Repair Order (Continued) c. Click the NEW FILE button to upload the document from the local drive. d. After the document is uploaded, click the CONTINUE button to navigate back to the Add Products subtab. c d 45

42 Creating a Repair Order (Continued) When a disputed repair order is submitted, the repair order then goes On Hold and remains in the same status until the entitlement is further checked and verified. Scenario 1: Dispute is Valid If the dispute is valid, the repair order will be released from hold and continued further. Scenario 2: Dispute is Invalid If the dispute is invalid, the repair becomes billable and a notification is sent to the customer via . When a disputed repair order is released and the unit has already been sent to the Repair Center, its status changes to Received. 46

43 Creating a Repair Order (Continued) If the warranty and contract information is correct, the Portal displays the service charge estimates in the user s currency. The service charges are calculated as per the regional price list based on the problem type and problem description. The price list is also based on the user s currency and billing country. 47

44 Creating a Repair Order (Continued) 14. Click the NEXT button to move to the Review Order sub-tab

45 Creating a Repair Order (Continued) In the Review Order sub-tab, review the order details before processing the payment. 15. To proceed to the next sub-tab, perform one of the following steps: a. Click the EDIT ITEMS button to update the repair order. b. Click the NEXT button if there are no disputed repair charges to proceed to the Payment Details sub-tab. For the purpose of this demonstration, click the NEXT button. a b 49

46 Creating a Repair Order (Continued) The Payment Details sub-tab is displayed. This sub-tab displays the service charges and the billing details. The user can change the billing address, if required. The user can select to pay through a Purchase Order (PO) or credit card. However, if the user selects the PO option while the account is set up with a credit card, an error message is displayed. 50

47 Creating a Repair Order (Continued) Example 1: To pay using a PO number, perform the following steps: a) Enter the appropriate PO number in the Purchase Order # field. By default the PAY USING PURCHASE ORDER section is displayed. a b) Click the CONFIRM ORDER button. b 51

48 Creating a Repair Order (Continued) Example 2: To pay using a credit card, perform the following steps: a a) Click the PAY USING CREDIT CARD button. A section to enter the credit card details is displayed. b) Enter the credit card details including the Credit Card Holder name, expiration details, and the card number. b c) Click the CONFIRM ORDER button. c 52

49 Creating a Repair Order (Continued) After the payment is done, the Order Confirmation sub-tab is displayed. The following are the key points to consider: The Order Number has to be noted for future reference. The user can schedule the pickup or collection of the device after the order is confirmed. An notification containing the order acknowledgement and shipping manifest is sent to the customer. 53

50 Creating a Bulk Repair Order While creating a repair order, users have the option to upload multiple items to the order. To bulk upload items, perform the following steps: 1. Click the BULK LOAD button on the Add Products sub-tab. 1 54

51 Creating a Bulk Repair Order (Continued) The Bulk Load sub-tab is displayed. To download the template and upload a file, perform the following steps: 2. Click the Click Here to Download Template hyperlink. 2 55

52 Creating a Bulk Repair Order (Continued) The template is downloaded on your local machine. Users can add an unlimited number of devices to the template. 3. Add data in the template and click the Generate CSV button. A CSV file is generated and saved to the same location as the template. 3 56

53 Creating a Bulk Repair Order (Continued) A pop-up window is displayed stating that the template is saved. 4. Click the OK button. 4 57

54 Creating a Bulk Repair Order (Continued) 5. Navigate to the Portal and click the UPLOAD FILE button. 5 58

55 Creating a Bulk Repair Order (Continued) 6. The Import CSV File pop-up window is displayed. Click the Choose File button to upload the CSV file from the local drive

56 Creating a Bulk Repair Order (Continued) 7. Click the IMPORT button. 7 60

57 Creating a Bulk Repair Order (Continued) The Bulk Load section displays all the products in the Portal added through the template. 8. Click the LOAD DATA button to validate the serial numbers in the system. If the serial numbers exist, the data is loaded successfully. 8 61

58 Creating a Bulk Repair Order (Continued) Notice that the Bulk Load section now displays a Load Status Flag for each product and an error description. In this case, delete the bulk data, rectify the error in the template, and upload the data again. 9. Click the CONTINUE button after rectifying the error. 9 62

59 Creating a Bulk Repair Order (Continued) The Portal navigates back to the Add Products sub-tab. The Line Items section displays all the products added through bulk order. Click the NEXT button to proceed to the Review Order sub-tab and complete creating the bulk repair order following the same steps as covered previously. 63

60 Advance Exchange Repair Order: Process Flow Shown below is a high-level workflow for the Advance Exchange process: Highlight that the Serial Number is missing, provide the product model, problem type, spare pool, and add item to cart No Log into the Portal Serial No#? Determine the entitlement, repair center, and auto-populate request type Continued Yes Legend: User System Enter serial number, problem type, and add item to cart 64

61 Advance Exchange Repair Order: Process Flow (Continued) Shown below is a high-level workflow for the Advance Exchange process: Select the request type Add more devices or proceed to review and submit the order Yes Associated spare pool has multiple request types allowed? No Associated spare pool has one or more kitting setup? No Associated spare pool has configuration items specified for product model? No No Associated spare pool Mandates customer reference#? Legend: User System Continued Yes Select the appropriate kit Yes Enter all the Yes mandatory configuration items Yes Enter the mandatory customer reference number 65

62 Spare Pool for Advance Exchange Repair Order A spare pool refers to the product stock that Zebra maintains for its partners or customers and is only applicable to advance exchange or select service contracts. Spare pools are set up for each depot/service center and their setup comprises configuration items, request types, accessories, product kits, and so on. 66

63 Spare Pool Types There are two types of spare pools: Customer-owned spare pool Zebra-owned spare pool Customers own products and Zebra maintains products for them. Zebra releases them it when requested. A customer may own more than one spare pool for different types of products. There can be multiple spare pool setups. It can also be called a gold pool. Zebra owns the products and releases them when requested. There will be only one communal pool, also be called a bronze pool. 67

64 Advance Exchange Repair Order Types There are two types of Advance Exchange repair orders: Ship on Request Zebra sends a replacement device to a customer after the customer raises a repair order request in the Portal. The replacement device is sent the same or the next business day from the spare pool with the instructions to send the faulty device to the service center. After the faulty device is received, Zebra repairs the device and places it back in the spare pool. Ship on Receipt Zebra provides a prepaid shipping label to a customer on their registered address immediately after the customer raises a repair order request in the Portal. The customer uses the shipping label and sends the faulty device to the service center. Zebra then sends a replacement device from the spare pool to the customer. 68

65 Creating an Advance Exchange Repair Order: Ship on Request Shown below is a high-level workflow of how Ship on Request repairs are processed: The Portal user creates a repair order. The Zebra Repair team validates the entitlement. The Zebra Repair team sends a replacement device from the spare pool on the same business day, or the next day. The user sends the faulty device to the service center. The defective unit is received from the customer in the service center. The service center repairs the device and places it in the spare pool. The turnaround time for Ship on Request repairs is one business day, subject to cut-off time. 69

66 Creating an Advance Exchange Repair Order: Ship on Receipt Shown below is a high-level workflow of how Ship on Receipt repairs are processed: The Portal user creates a repair order. The Zebra Repair team s the pre-paid shipping label to the user for the faulty device. The user sends the faulty device to the service center. The defective unit is received from the customer in the service center. The Zebra Repair team sends a replacement device from the spare pool to the user. The turnaround time for Ship on Receipt repairs is one business day, subject to cut-off time. 70

67 Creating an Advance Exchange Repair Order For advance exchange repair orders, the faulty devise is replaced from a spare pool. The spare pool is configured or auto-determined with the serial number. If the user searches for a repair order using the serial number, the Portal will automatically select a spare pool for replacement. 71

68 Creating an Advance Exchange Repair Order (Continued) Note if the user does not have the serial number, and searches the repair order using the Product Name, he or she will have to select the spare pool from the Sparepool drop-down. 72

69 Creating a Fastrack Repair Order Given below is the high-level process of handling Fastrack repair orders. The Portal user creates a repair order. Zebra uses delivery services from TNT and ByBox to swap the device at the customer facility. The Portal validates the serial number entered and treats a repair order as a Fastrack repair order based on the contract and entitlement configured in the user s profile. 73

70 Creating an Accessory Order Users can add accessories to the order only if the accessories are loaded on the spare pool that is set up for the users. To add an accessory, perform the following steps: 1. Click the Accessory Orders tab on the Portal. 1 74

71 Creating an Accessory Order The Saved Accessory Orders page is displayed. 2. Click the NEW ACCESSORY ORDER button in the Accessory Orders tab. 2 75

72 Creating an Accessory Order (Continued) The Shipping Details sub-tab of a new accessory order is displayed. 3. Update the details in the Contact Details and Shipping Details section, as required. 4. Click the NEXT button

73 Creating an Accessory Order (Continued) The Add Accessory sub-tab is displayed. 5. Click the PICK button next to the Accessory field. 5 77

74 Creating an Accessory Order (Continued) The Accessories pop-up window is displayed with a list of accessories. 6. Select the appropriate accessory line item. 7. Click the PICK button

75 Creating an Accessory Order (Continued) The new accessory is added. 8. Enter the quantity in the Quantity field. 9. Click the ADD button

76 Creating an Accessory Order (Continued) The Accessories sections get populated with the details of the accessory. 10. Click the NEXT button after verifying the details

77 Creating an Accessory Order (Continued) The Review Order sub-tab is displayed. 11. Click the CONFIRM ORDER button after reviewing the order

78 Creating an Accessory Order (Continued) The Order Confirmation sub-tab is displayed with a confirmation that the accessory order has been accepted. 82

79 Creating an Accessory Order (Continued) To check the status of the accessories later, perform the following steps: 1. Click the Order Status tab to search for the accessory order. The Search Repairs page is displayed Enter the repair order number that appeared in the Order Confirmation page in the Order Number field Click the GO button to view the repair orders. 3 83

80 Creating an Accessory Order (Continued) All the repair orders associated with the user s account are displayed. 4. Click the Order Number hyperlink to view the details of the accessory order Note that all the part orders under the Order Type column represent accessory orders. 84

81 Creating an Accessory Order (Continued) The Accessory Order Number page is displayed. 5. View the Status column under the Sparepool section. 5 85

82 Requesting for Pickup or Collection: Overview As long as the order is not canceled or closed, users can request for a pickup or collection. Users can initiate pickup in the Portal from the: Repair Orders tab > Order Confirmation sub-tab Order Status tab > Repair Order page 86

83 Requesting for Pickup or Collection: Process Flow Shown below is the workflow depicting the Pickup or Collection process. Submit the Order and Prepare for Shipping Organize Pickup Initiate Pickup Ship the Product Receive for Repair End Start Was there Additional Billable Repair Order? No Return the Product Legend: Yes User Zebra Quote is Pending 87

84 Requesting for Pickup or Collection: Repair Order Confirmation Page After the payment is successful and if the entitlement covers the repair, the user can schedule a pickup or collection of the product. To schedule a pickup from Repair Orders tab, click the SCHEDULE PICK UP button in the Order Confirmation sub-tab. 88

85 Requesting for Pickup or Collection: Order Status Tab Similarly, to schedule a pickup from the Order Status tab, search for the repair order. Once the REPAIR ORDER page is displayed, click the SCHEDULE PICK UP button. 89

86 Requesting for Pickup or Collection The Collection Schedule sub-tab is displayed. Enter the details in the Collection Schedule section. 1. Select a date from the Desired Pickup Date drop-down menu. 1 90

87 Requesting for Pickup or Collection (Continued) The Pick Available Date pop-up window is displayed. 2. Select a pickup date from the Pick Up Date column. 3. Click the OK button

88 Requesting for Pickup or Collection (Continued) The Portal navigates back to the Collection Schedule sub-tab. 4. Select a pickup time from the Desired Pickup Time drop-down menu. 5. Select company close time from the Company Close Time drop-down menu. 6. Enter comments in the Special Instructions text box, as required

89 Requesting for Pickup or Collection (Continued) 7. Choose Yes or No from the Does your company have a regular/daily scheduled pick up with the shipping carrier? drop-down menu. If the user selects No, then he or she will have to schedule a pick up and generate the shipping label. If the user selects Yes, then the user will have to only generate a shipping label. 8. Enter the appropriate number of packages to be picked up at each service center in the No. of Packages To Be Picked up column Click the SUBMIT button

90 Requesting for Pickup or Collection (Continued) The Confirmation sub-tab is displayed with a message that the shipping labels for the pickup can be downloaded. The Portal uses the carrier type and service type details to generate the shipping labels. Note that the shipping labels are located in the Shipping Manifest document. 94

91 Knowledge Check For a Ship on Request repair order, Zebra provides a prepaid shipping label to a customer immediately after the customer raises a repair order request in the Portal. Identify the correct answer(s) to the question. A. True B. False 95

92 Knowledge Check For a Ship on Request repair order, Zebra provides a prepaid shipping label to a customer immediately after the customer raises a repair order request in the Portal. Identify the correct answer(s) to the question. A. True B. False 96

93 Module Summary Now you should be able to: Provide a high-level overview of creating repair orders in the Repair Order Portal. Create a bulk repair order. Create an Advance Exchange repair order. Create a Fastrack repair order. Create a Pick up or Collection request. Upload documents to the repair orders. 98

94 MODULE 3: QUOTES FOR BILLABLE REPAIRS (T&M)

95 Module Objectives By the end of this module, you should be able to: Provide a high-level overview of the Quote process for partners. Search for a quote. View a quote. Approve a quote. Reject a quote for a billable repair. Dispute a quote. 100

96 Business Scenario Let s see how a partner processes a quote using the Repair Order Portal. After creating the repair order for the faulty scanner, Cynthia now wants to view and process the quote for the scanner. Let s see how Cynthia processes the quote for the scanner. 101

97 Overview of the Quote Process The Non-Technical Helpdesk generates a quote for the line items in the following cases: External Repair Partner finds the received device to be physically damaged and it cannot be covered under contract/warranty. The partner disputes the billable repair order in the Portal. Later, the Non-Technical Helpdesk Agent determines it as a billable repair. 102

98 Quote Generation Workflow Shown below is the workflow for the Quote Generation process for the Non-Technical Helpdesk: Process Warranty/ Contract Repair Diagnose Physical Damage Review the Repair Order for Entitlement and Warranty Generate the Quotes Send a Notification to the Customer *in their preferred language Dispute the Billable Repair Order on the Portal Legend: User External Repair Partner Non-Tech Helpdesk The repair quote is valid only for 30 days. 103

99 Accessing the Quote in the Portal Shown below is the workflow depicting how the partners will access and process the quote in the Portal: Log in to the Portal Search for a Repair Order from the Order Status Tab Download the Quote Attachment from the Order Detail Page Click the Quotation button Process the Payment (Credit Card/PO) Release the Line Item from Hold Review the Payment Page Yes Approve line items? No Release the Line Items from Hold and Return the Unrepaired Unit Legend: User 104

100 Notification of the Pending Quote In some scenarios, a repair order has pending quotes within the line items. This may happen if the user has disputed an order, and the Non-Technical Helpdesk reviewed the entitlement and updated the service charges for the repair. The users are sent two reminder notifications to process the quote: First Reminder Second Reminder Cancellation Notification On the 7 th calendar day from the quote generation date On the 14 th calendar day from the quote generation date On the 30 th calendar day from the quote generation; the quote is canceled and the customer is notified on the registered address 105

101 Searching for a Quote To search for a repair quote, perform the following steps: 1. Click the Order Status tab

102 Searching for a Quote (Continued) 2. Enter the repair order number in the Order Number field. 3. Click the GO button

103 Searching for a Quote (Continued) 4. The order details are displayed. Click the Order# hyperlink to view the details of the repair order

104 Searching for a Quote (Continued) The appropriate repair order is displayed. Notice that the Documents section displays a shipping manifest and a quote attached. 5. Click the QUOTATION button

105 Searching for a Quote (Continued) The quotation attached to the repair order is displayed. Review the quote details. 110

106 Viewing the Quote Information After clicking the Quotation button, the repair quotes for all products are displayed in the Line Items section. View the Line Status, Job Type, Net Price, and Customer Due Date columns. 111

107 Approving a Repair Quote You can review the Net Price, Customer Due Dates, and other columns under the Line Items section. If all the details are correct, perform the following steps to approve the repair quote. 1. Click the NEXT button to proceed to the Payment Details sub-tab

108 Approving a Repair Quote (Continued) The Payment Details sub-tab is displayed. 2. Enter the appropriate PO number in the Purchase Order # field. You can also pay using credit card Click the CONFIRM ORDER button

109 Approving a Repair Quote (Continued) The Order Confirmation sub-tab is displayed with a confirmation message that the payment for the quote is successfully processed. 114

110 Declining a Billable Repair Quote If the user does not agree with the repair quote for any of the products, he or she can click the DECLINE PAYMENT button. The DECLINE PAYMENT button will then be disabled to prevent further actions on the rejected line items. 115

111 Knowledge Check When is the first reminder sent to the customer to process the quote for repair? Identify the correct answer(s) to the question. A. On the 7 th calendar day from the quote generation date B. On the 14 th calendar day from the quote generation date C. On the 30 th calendar day from the quote generation D. None of the above 116

112 Knowledge Check When is the first reminder sent to the customer to process the quote for repair? Identify the correct answer(s) to the question. A. On the 7 th calendar day from the quote generation date B. On the 14 th calendar day from the quote generation date C. On the 30 th calendar day from the quote generation D. None of the above 117

113 Module Summary Now you should be able to: Provide a high-level overview of the Quote process for partners. Search for a quote. View a quote. Approve a quote. Reject a quote for a billable repair. Dispute a quote. 119

114 MODULE 4: SEARCHING FOR AND MANAGING AN EXISTING REPAIR ORDER

115 Module Objectives By the end of this module, you should be able to: Search for an existing repair order. View a repair order s details including status and summary information. Modify a repair order. Cancel a repair order. 121

116 Business Scenario Let s see how a partner views and modifies an existing repair order using the Repair Order Portal. The quote has been processed. However, Cynthia wants to make changes in the repair order. Let s see how Cynthia views and modifies the repair order for the scanner. 122

117 Searching for a Saved Repair Order After the order is confirmed, the Portal has the ability to save the order before submission. Users can use the search function to search for the saved order. To search for an existing repair order, perform the following steps: 1. Click the Repair Orders tab Select the search criteria from the dropdown menu. 3. Enter the appropriate search value in the search field Click the FIND button. Note that the saved repair orders can be resumed at a later stage and submitted. 123

118 Searching for a Saved Repair Order (Continued) The search results are displayed. 124

119 Viewing the Repair Order Details: Overview Once a repair order is submitted, it is saved in the Order Status tab. Users can search for and open a repair order to view the details, if the repair order is about to expire. All the saved repair orders automatically expire after 30 days from the creation date. Note that customers are not sent any notifications about the expiration. However, they can view the expiry messages on the Portal. 125

120 Viewing the Repair Order Details Let s look at some of the key details on a repair order: Allows you to access the shipping manifests related to the order Allows you to view the job type of the line item; for example, Billable or Contract Allows you to view the status of the line item; for example, Pending or Open The customer receives a copy of the shipping manifest via and they can also view it through the Repair Order Portal. 126

121 Viewing the Repair Order Details (Continued) The other important details on the REPAIR ORDER page are: Received Date Line Item Status Line Sub Status Inbound Shipping Carrier Inbound Tracking # Outbound Tracking # Fastrack and Advance Exchange Repair Orders are tracked through the serial numbers in the Serial # column. 127

122 Accessing a Shipping Manifest Document Post submitting the repair order, the users can download the Shipping Manifest document and the shipping label. The Shipping Manifest document is displayed in the Confirmation sub-tab under the Repair Orders tab. Click the ShippingManifest hyperlink to access the shipping label. This feature is available only for eligible contracts. 128

123 Accessing a Shipping Manifest Document (Continued) You can also access the Shipping Manifest document with the shipping label from the Order Status tab. Search for a repair order from the Order Status tab and open the REPAIR ORDER page. Click the ShippingManifest hyperlink under the Attachment Name column to open the Shipping Manifest and the shipping label. 129

124 Accessing a Shipping Manifest Document (Continued) The shipping manifest is displayed here. 130

125 Prepaid Label for Pickup and Collections The prepaid label is displayed here: 131

126 Accessing and Exporting the Repair Order Information You can also search for specific repair orders in the Order Status tab and export the list by clicking the EXPORT button. You can export the repair order list into different output formats as shown. 132

127 Tracking the Repair Status Once a repair order is created, the customer can track the status on the Portal. An order goes through the following statuses: Pending Open Received Repair Started The order has been created, but the job information has not been sent to the Non- Technical team. The information has been sent to the repair service center, but the receipt is awaited. The job has been received by the authorized Repair Center. The unit repair has started in the Repair Center. Repair Completed Shipping RMA Closed The repair is complete. The item has been shipped. The repair order has been completed and closed. 133

128 Modifying a Repair Order Users have the option to modify a repair order that has been saved. When the user resumes, the portal re-validates the entitlement of all the line items in it. To modify an order, perform the following steps: 1. Search for and open the repair order that you wish to modify

129 Modifying a Repair Order (Continued) The Shipping Details sub-tab is displayed. 2. Update the Account Details and Shipping Details sections, as required. 3. Click the NEXT button

130 Modifying a Repair Order (Continued) On the Add Products sub-tab, select the line item you wish to modify. Navigate to the Line Items section. 4. Click to select the line item that needs to be updated. You can modify the following details here: a. Problem Type b. Additional Problem Type c. Problem Description 5. Click the SAVE button in the Dispute? section. 4 a b c 5 136

131 Modifying a Repair Order: Deleting a Line Item Users can only delete the repair orders that have not yet been submitted. To delete a specific line item from the repair order, perform the following steps: 1. Select the line item that needs to be deleted. 2. Click the DELETE button. A pop-up window is displayed. 3. Click the OK button to continue deleting the line item. 4. Click the SAVE & EXIT button or click the NEXT button to review and confirm the order

132 Canceling a Repair Order Users can cancel a repair order if the information is incorrect, or if it is no longer relevant. To cancel an order, click the CANCEL button on the pending repair order. 138

133 Knowledge Check Users can cancel an order if the information is incorrect before submitting using the Cancel button in the tab. Identify the correct answer(s) to the question. A. Repair Orders B. Accessory Orders C. Assets D. Contracts 139

134 Knowledge Check Users can cancel an order if the information is incorrect before submitting using the Cancel button in the tab. Identify the correct answer(s) to the question. A. Repair Orders B. Accessory Orders C. Assets D. Contracts 140

135 Module Summary Now you should be able: Search for an existing repair order. View a repair order s details including status and summary information. Modify a repair order. Cancel a repair order. 142

136 MODULE 5: SEARCHING FOR AND VIEWING ASSETS

137 Module Objectives By the end of this module, you should be able to: Search for an asset. View an asset and all of the key information associated with it. Export asset information. 144

138 Business Scenario Let s see how a partner views the assets in the Repair Order Portal. Cynthia now wants to view the assets linked to the user s account. Let s see how Cynthia views the assets. 145

139 Searching for an Asset The Assets tab allows you to search for all the assets linked to the user s account in the system. To search for an asset, perform the following steps: 1. Click the Assets tab. 2. Select the criteria from the Search drop-down menu Enter the additional search criteria in the Search field; for example, Serial #. 4. Click the FIND button

140 Searching for an Asset (Continued) The search results are displayed as follows: 147

141 Viewing the Asset To view the asset, click the Serial # hyperlink to display the asset details. 148

142 Viewing the Asset (Continued) The screen with the asset details displays. Users can view the Serial Number, Product Name, Status, Ship Date, etc. from the Assets page. Users can also view the entitlement and warranty information from the Entitlements and Warranty sub-tabs. 149

143 Exporting Asset Information To export the asset information, perform the following steps: 1. Click the Assets tab. 2. Click the EXPORT button

144 Exporting Asset Information (Continued) 3. The Exports pop-up window is displayed. Select the required output format and click the NEXT button

145 Knowledge Check You can view both warranty and entitlements under the Assets tab. Identify the correct answer(s) to the question. A. True B. False 152

146 Knowledge Check You can view both warranty and entitlements under the Assets tab. Identify the correct answer(s) to the question. A. True B. False 153

147 Module Summary Now you should be able to: Search for an asset. View an asset and all of the key information associated with it. Export asset information. 155

148 MODULE 6: SEARCHING FOR AND VIEWING ENTITLEMENTS

149 Module Objectives By the end of this module, you should be able to: Search for entitlement information. View entitlement information. Export entitlement information. 157

150 Business Scenario Let s see how a partner views the entitlements in the Repair Order Portal. Cynthia now wants to view the entitlements linked to the user s account. Let s see how Cynthia views the entitlements. 158

151 Searching for Entitlement Information You can search for entitlement information using the: Assets tab Contracts tab 159

152 Searching for Entitlement Information: Assets Tab To search for entitlement information using the Assets tab, perform the following steps: 1. Click the Assets tab. A list of all products linked to the user s account is displayed. 2. If your desired product is not listed, you can also perform a search using the search field. The search results are displayed

153 Searching for Entitlement Information: Assets Tab (Continued) 3. Click the Serial # link to view the entitlement details of the product

154 Searching for Entitlement Information: Assets Tab (Continued) 4. Click the Entitlements sub-tab. The entitlement details of the unit are displayed

155 Searching for Entitlement Information: Contracts Tab To search for entitlement information using the Contracts tab, perform the following steps: 1. Click the Contracts tab. A list of all contracts linked to the user s account is displayed. If your desired contract is not listed, you can also perform a search using the search field. 2. Click the Contract Number link to view the contract details. The Contract Details screen is displayed

156 Searching for Entitlement Information: Contracts Tab (Continued) 3. View the contract start/end dates to validate the contract coverage. At the bottom of the screen, you will be able to view the serial numbers of the products covered under this contract

157 Validating Entitlement and Warranty Information Now users no longer need to create a repair order to validate the entitlement and warranty information. To validate the entitlement information, perform the following steps: 1. Click the Validate Warranty And Entitlement tab. 2. Enter one or more serial numbers in the Enter Serial # field. Add a comma between serial numbers. 3. Click the VALIDATE button

158 Validating Entitlement and Warranty Information (Continued) The search result displays the entitlement and warranty information for the searched serial number. 166

159 Exporting Entitlement Information To export the entitlement information: 1. Click the Contracts tab. 2. Click the EXPORT button to export the entitlements

160 Knowledge Check Identify the tabs where you can view the entitlement. Identify the correct answer(s) to the question. A. Assets B. Contracts C. Repair Orders D. Validate Warranty And Entitlement E. Home 168

161 Knowledge Check Identify the tabs where you can view the entitlement. Identify the correct answer(s) to the question. A. Assets B. Contracts C. Repair Orders D. Validate Warranty And Entitlement E. Home 169

162 Module Summary Now you should be able to: Search for entitlement information. View entitlement information. Export entitlement information. 171

163 MODULE 7: SEARCHING FOR AND VIEWING WARRANTY INFORMATION

164 Module Objectives By the end of this module, you should be able to: Search for a warranty. View a warranty. 173

165 Business Scenario Let s see how a partner views the warranty details in the Repair Order Portal. Cynthia now wants to view the warranty end date for the scanner. Let s see how Cynthia views the warranty end date. 174

166 Searching for a Warranty by the Serial Number To search for assets by serial number, perform the following steps: 1 1. Click the Assets tab. 2. The serial numbers are displayed. Click the required Serial # hyperlink to view the warranty details. 2 In case the required serial number is not listed, you can select a Serial # from the first drop-down menu and enter the required serial number in the Search field. 175

167 Viewing the Warranty Information You can view the type of warranty and the start and end date of the warranty in the Warranty tab under the Warranties section

168 Knowledge Check You can view the end date of the warranty under the Warranty tab. Identify the correct answer(s) to the question. A. True B. False 177

169 Knowledge Check You can view the end date of the warranty under the Warranty tab. Identify the correct answer(s) to the question. A. True B. False 178

170 Module Summary Now you should be able to: Search for a warranty. View a warranty. 180

171 COURSE SUMMARY 181

172 Course Summary Now you should be able to: Navigate the Repair Order Portal and utilize its various features. Create new repair orders and modify existing ones. Search for a quote for billable repairs. Search for and manage an existing repair order. Search for and view assets. Search for and view entitlements. Search for and view warranty information. 182

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