Service Admin Frequently Asked Questions

Transcription

1 Service Admin Frequently Asked Questions Reference this document for answers to commonly asked questions about Service Admin. CONTENTS Preferences... 2 Develop... 4 Preventative Maintenance... 6 Sell Manage Deliver Reports Other... 17

2 PREFERENCES Q: In the Basic section of Enterprise Preferences, next to Calendar Dates for Hourly Jobs, what is the difference between anticipated dates and backup dates? A: Calendar Dates for Hourly Jobs is a setting to help calculate dates associated with hourly jobs for maintenance and service plans. The dates are calculated in two different ways. 1) Dealers that primarily rely on machine hours will want to use Backup Dates. These dates will be useful when the machine stops communicating or the customer stops sharing machine data. 2) Dealers that do not receive hours for their machines may want to use Anticipated Dates, as they want the dates to be as close to realistic as possible. This preference will control how the dates default and still allow a user to make changes while developing or selling the plan. Anticipated Dates: uses Maintenance Plan s contract length & hours to determine anticipated annual usage. ((Current interval previous interval) / annual usage hours) * 365) Example: 3 Year, 3,000 Hour = 1,000 hour per year, a 500 hour interval job triggers every 6 months Backup Dates: ((Current interval previous interval) / Hourly to Calendar hours preference) * 365) Example: Consider a dealer that wants to get notified of 500 hour intervals once per year then they should set this preference to 500. Here are some other options for 500 hour interval: 2000 = Every 3 months 1000 = Every 6 months 500 = Every 12 months 333 = Every 18 months 250 = Every 24 months Note: If your dealership intends on using Backup Dates, the Enterprise Preference will need to be changed since the default will be Anticipated Dates. Dealers that choose to use Anticipated Dates will still see the Hourly to Calendar Calculation preference because this preference will be used for service plans that are not created from a maintenance plan. Q: How do I set up s for specific notifications? A: You can set up notifications through Enterprise Preferences, or Location Preferences for specific locations. To do so, click Add then enter in the address to receive the notifications. The three dropdown options will allow you to select what type of notifications to receive, and note that all criteria must apply before a notification will be sent. Alert Type Job Due, Expert Alerts, Renewals. Department Service, Solutions, Sales, Parts. For this criteria, the system compares to the responsible department entered during plan development. 2

3 Resource Customer Support Advisor, Manager, Parts Professional, Sales Professional, Service Tech (Field), Service Tech (In House), Service Tech (Lube), Solutions Consultant. For this criteria, the system compares to the resource specified in the job. Q: In the Enterprise and Location preferences for Parts Pricing, what is the difference between JDParts and JDPoint? A: JDPoint retrieves John Deere list prices. JDParts retrieves pricing from the dealer parts matrix, if the dealer has elected to load their price matrix into JDPoint. 3

4 DEVELOP Q: Between service plans, support plans, and subscriptions, how do I know which type of plan to create when? A: There are a couple of questions you can ask yourself - Do I need the system to alert me at specified intervals when jobs are due so the dealership can perform the services as scheduled? If yes, a service or maintenance type plan is best. Inspections are examples of service plans. - Is the machine or customer covered for a period of time and it is the customer responsibility to alert the dealership when support is needed? If yes, a support plan is best. An example is an AMS support plan where the customer can call in to receive support as needed. - Will the customer have access to a feature or product for a duration of time, during which no additional action or jobs from the dealer will be needed? If yes, then a subscription is best. An RTK subscription is a good example of this situation. Q: What is the difference between a service plan and a maintenance plan in Service Admin? A: Service plans are custom plans created by your dealership using jobs from your business system or jobs created directly in Service Admin. Maintenance plans include standardized John Deere factory-provided preventative maintenance plan content. While creating a maintenance plan, the system returns maintenance manuals for plan retrieval upon entering the contract length, hours, and model, serial number, or base machine code. To enable maintenance plans, your dealership administrator must set the Enterprise Preference to Always Offer and Track Preventative Maintenance. Another notable difference between service and maintenance plans is that service plans may be published to and sold from JDQuote2, whereas maintenance plans cannot. Future system enhancements plan to allow for maintenance plan sales from JDQuote2, however it is currently recommended to develop and sell maintenance plans from Service Admin, as outlined in these simplified develop and sell documents. Note: the option does exist to create a service plan from a maintenance plan, however this function is currently not recommended. Q: If the timeframe for a subscription plan will vary for each machine, how can I set this up? A: In Develop, under Subscription Details, structure the subscription length to be one month. Under Pricing Summary, click the checkbox for Allow Multiple Quantity and choose Consecutive from the dropdown. At the time of sale, update the quantity to represent the proper number of months. 4

5 Q: What do the different sales types mean? A: Prepaid Only Customer must pay up front for the entire plan. Prepaid Preferred The pre-pay option defaults and is the dealer preference, however the sales professional has the option to update to pay as you go at the time of sale. Pay as you go Only Customer may not pre-pay and instead must pay at the time of each service. Pay as you go Preferred The default option is to pay as you go, meaning the customer pays at the time of each service, however the sales professional may change the sales type to pre-paid at the time of sale, thus requiring the customer to pay up front for the entire plan. Included Plan is included with the sale at no cost to the customer. 5

6 PREVENTATIVE MAINTENANCE Note: the following section is directed toward Construction & Forestry dealers who are selling factory preventative maintenance plans, however may be referenced by Ag dealers who are also selling or looking to sell factory preventative maintenance plans. Q: What is the recommended process to develop and sell a factory preventative maintenance plan? A: System enhancements are planned to allow for maintenance plans to be sold from JDQuote2, however it is currently recommended to develop and sell from Service Admin, as outlined in these simplified develop and sell documents. Note: the option does exist to create a service plan from a maintenance plan, however this function is currently not recommended. Q: I retrieved a maintenance plan and notice incorrect data (intervals/part/prices). What should I do? A: Incorrect information indicates an issue in the data pulled from the integrated system (PMCalc) and a support ticket should be opened. As a workaround, manual corrections may be made according to the process described in the next Q&A. Q: How do I modify maintenance plan details in Service Admin? A: There are two separate scenarios and ways to modify maintenance plan details: 1) If you want to change the frequency or details of jobs on a specific plan: During the develop process, when retrieving the maintenance plan manual information, a screen appears where you can modify details related to intervals, parts, and labor. Note however, in order to keep and re-use any changes created through this method, you must convert the maintenance plan into a service plan. In most cases this is not recommended because parts and labor pricing will be frozen at the point the service plan is generated. 6

7 2) If you want to modify intervals, tasks, or parts and be able to apply the changes to multiple plans: When developing a plan and after pulling in the maintenance plan details, you can click on the Add Plan Transformation button. Plan transformations can be built from the Enterprise Preferences section (by selected roles at your dealership), or during the plan development phase. Plan transformations allow you to modify intervals, tasks, and/or parts on maintenance plans. Q: What are common plan transformations for preventative maintenance plans? A: a) Add Admin Charge b) Add Specific Parts to intervals c) Remove Labor only d) Customer Responsible e) Add Check Coolant and Add Conditioner/Extender f) Add Fuel Filter g) Remove 250 and 750 intervals h) Remove Cab Air Filters For further information on creating these plan transformations, please reference this document. Q: When developing a preventative maintenance plan, why do I have to add equipment twice? What is the difference in functionality of the two equipment areas? A: In the current recommended process for preventative maintenance plans, you should only enter equipment information in the Develop process once (in section A below). Please view the screenshot and read below for further details. 7

8 A Equipment is added to the plan for sales purposes. At the time of sale, if there is a match between the type of equipment being sold and the equipment that was added in this section, then the plan will display as an option for the customer to purchase. In other words, you are telling the system which models qualify for this particular preventative maintenance plan. B Equipment added to this section is used to pull in the preventative maintenance plan details, including the service manual intervals and maintenance details. Note: It is currently recommended to leave section B blank, and instead complete the machine information during the Sell process in Service Admin. By doing so, you enable the parts and labor information to be updated at the time of each sale, rather than once when the plan is developed. From the Sell section, you will add the equipment on the Create Agreement screen, accept an associated preventative maintenance plan, then complete the Confirm Plan Details window that appears. Upon clicking Search Manuals for Existing Plans, you will be directed to select a maintenance manual for plan retrieval (shown below). Keep in mind, parts and labor will be updated up to the point when you click Use Selected Manual. Therefore, if there is a lag between when the plan is retrieved and sold, it is important to re-enter the PIN series at the time of sale to ensure the most current pricing. 8

9 Q: When I develop a maintenance plan, does that continue to update as parts and labor prices change? A: No. Parts and labor are only updated up to the point in time when you click Use Selected Manual. Therefore, it is recommended to perform or re-visit this process at the time of sale. This will ensure parts and labor prices are updated, as well as alert notifications for back-up and anticipated dates. 9

10 Q: What do I do to update parts pricing, so that it is correct at the time of sale? A: Follow the simplified sell document to create the agreement from the Sell section of Service Admin. If there was a period of time between creating the agreement and finalizing the sale, you must re-enter the PIN series (by confirming plan details and selecting the manual) in order for the system to update to the latest parts and labor pricing. Q: Sometimes I see an alert for missing parts pricing when developing or selling a maintenance plan through Service Admin, and have the option to update and save to preferences. What does this do? A: This alert relates to consumable parts. When receiving a missing parts/price notification in either selling or developing a preventative maintenance plan, you have the option to "Save to Preferences" the part or price. This will save the updated information to the Enterprise Preferences section of Service Admin and be available for future use, only if the consumable part is already listed there. To be sure the part information will be saved, verify first that the part number is listed in the Consumable Parts section of Enterprise Preferences. Q: How do I sell a factory preventative maintenance service plan for used equipment? A: In the Sell section of Service Admin, there is an option to select Used Equipment in the Add Equipment window. See step 5 of this sell document. 10

11 SELL Q: How does PowerGard work with Service Admin? A: PowerGard extended warranties may be added to agreement sales in Service Admin or JDQuote2. The option is typically located at the bottom of the equipment offerings. By clicking Accepted the system prompts you to enter information into the calculator in order to obtain the pricing. Once sold, the information is sent to EQUIP (not to Service Delivery because there are no associated jobs). Later, when the customer brings in equipment, the dealer will be able to see if the machine is under warranty, and open a warranty work order accordingly. 11

12 MANAGE Q: I know there is an Expert Alert for a machine but it is not showing up in the Manage section of Service Admin. Why? A: This can happen if the customer does not provide consent for your dealership to view data from their machines, or if your DPA permissions are not set properly in Service Admin. You must have Dealer Expert Alert permission in addition to ONE of the following: Dealer Administrator, Dealer Agreement Set Up User, Dealer Agreement Servicer. Q: The location for some Expert Alerts are coming in as a null value. What should I do? A: This is a known issue. Until resolved, please open a support ticket to correct the location. Q: How do I change the location for an agreement? A: If you are looking to change the selling location, you will need to do this on the purchase order (in JDQuote2 if that is where is was created). If you are looking to change the servicing location then you can do this from the Sell or Manage section in Service Admin. Q: How are machines or customers sorted on the Manage screen? A: Machines and customers are listed on the Manage screen in the order of their health score. The health score is based on the number of critical expert alerts, high expert alerts, and 12

13 diagnostic trouble codes, with the highest weight given to the critical expert alerts. The below chart is an example to help you visualize the machine ranking logic. Q: What does it mean to activate a plan, and what is the process to activate a plan in Service Admin? A: Activation initiates tracking for scheduling and makes the plan available for work orders to be opened. During plan development there is a dropdown for Select Auto Activate. If your systems are integrated, you can choose Activate on Invoice, which automatically activates the plan upon invoicing in EQUIP, or Activate on PO, which automatically activates the plan upon invoicing from JDQuote2 or John Deere Sales Center. If your systems are not integrated, or if you choose Activate on None from the Select Auto Activate dropdown, then you must manually activate your plans from the Manage screen. Manual activation is available as needed, prior to the automatic activation as well. To manually activate a plan, navigate to the Manage screen and click the filter for Plans to Activate. Locate the plan(s) you wish to activate, then click the Activate or Deactivate button, as applicable. Q: When a plan is activated, from what date are the service intervals based? Can this date be changed? A: The service intervals are based on the date of activation. If activation is set to occur automatically, then the intervals will correspond with the purchase order or invoice date. If activation is completed manually, then the intervals will follow based on the manual activation date. One exception is factory preventative maintenance plans. In this case, intervals are based on the date you enter the machine information, click Get Plan, and select the PIN series. The plan is locked down at this point, and intervals will trigger based upon this date, even if the plan is not sold or invoiced until a future date. In this case, if you need to refresh pricing or calendar notification dates at a later time, you can click decline and then re-accept plan (steps 5-8 in this document), or you can manually activate the plan subsequent to the equipment selection and prior to the first interval. 13

14 DELIVER Q: At a high level, how does the system integration work with JDQuote2, EQUIP, and Service Delivery? A: 14

15 Q: What should I do if an agreement was invoiced in EQUIP but the status did not change in Service Admin? A: Check to ensure the EQUIP integration is properly set up, per the screenshot below. If all looks great, then open a support ticket with the agreement number, invoice number, DBS customer, invoice date, and the request for the agreement to show as invoiced in Service Admin. 15

16 REPORTS Q: How can I run a report showing all the agreements that were activated in the past 3 months? A: Navigate to the Profitability section in Reports. Click the View By dropdown and select Customer or Agreement. Click the Total checkbox, then click the View Details button. Click Export All to view the report in Excel, then you can sort and/or filter the Activated On field. 16

17 OTHER Q: Where can I learn more about Service Admin? A: There are a few opportunities to learn more: 1) Visit the Service Admin Help Site by clicking the question mark icon at the top of the application and selecting Help and Training, or by visiting this address directly: 2) A Service Admin Portal (SVAP) group in Yammer is available. To join, submit a request to your Dealer Development Manager or TCSM. (If you need contact information, send a request to SVAP@JohnDeere.com). 3) Stay tuned for training announcements including Ask the Expert webinars and Distance Learning Classes (DLCs). 17