1 Logging on

Please point your browser to

http://202.153.34.242:9091/MRLPOSNET/loader.aspx
Punch in the user name and password

2 Case management
2.1 Checking out cases assigned
Click on Service option after logging on

Under view section select My Active Cases

2.2 Accepting cases

Double click on the case title. ( IF YOU DOUBLE CLICK ON THE MERCHANT NAME
YOU WILL TAKEN TO THE MERCHANT PROFILE ). Case details screen will pop up.
By default the case status reason will be In progress. If the case details are
sufficient then
1. Update the case status reason to Field visit scheduled
2. Enter the date on which you will visit the customer. Field Visit ETA is the filed to
be filled in
3. Once done. You can save and close the case.

2.3 Updating and checking case notes

Any time , any action is performed on the case, please log notes under the notes
section. For example, i have called the merchant, he has asked me to come later; or

merchant doesnt have land line; or merchant shop is closed and hence rescheduling the installation etc.,
After logging the notes, you can press save and close the case.
If you want to check notes on the case, just click on the notes tab. You will be seeing
the notes logged on this case.

2.4 Assigning cases

Installation, Dial conversion and Deinstalaltion cases will have to be assigned back
to Roshan. Following details will be have to entered under notes section.
Installation case: Del number of FWT, Terminal serial number and Date of
installation
Deinstallation case: Del number of FWT, terminal serial number recovered, Date of
deinstallation and terminal condition ( damages etc., )
Dial conversion: Date of conversion

Select Action option and choose Assign sub option under Actions menu.

Press OK once you have selected the user whom you want to assign the cases to.

2.5 Closing cases

All field services cases can be directly closed by FS team. In case there was a swap
of FWT or Terminal then the case should be assigned back to Roshan. Add notes
with the details of the new and old FWT/Terminal swapped. Proper notes should be
entered in the notes section covering how the case was closed.
Under Actions menu, select resolve sub menu

Enter text under resolution and press ok.

Main case screen will refresh. Click close to close the screen

2.6 Report generation

You can generate report and export them to excel.
Select Advanced Find menu option under Case main screen

Be default the search criteria will be all active cases for the logged on user. If you
want to add additional criteria you can select show details. Once ready click on
find button.

For example, if you want to find cases that has ETA as todays date, you can select
the corresponding field from the drop down box and add a value as search criteria

You can add logical AND or OR to search criteria.

Select the small down arrow before the field and select the row. You can do this to
select multiple rows
Then, click on Group AND or Group OR menu button to group them.

If you want to add any new column to the result set, you can do so by selecting Edit
column menu

Select Add column

Select the fields you want to add and then select ok

If you want to export the result set, please press the excel icon on the results screen

Select the export option to choose records from all pages and press export

2.7 Logging off from CRM

There is no log-off button. Just close the browser to log-off automatically