Customer Service Request To Resolution

Created on 2/3/2012 8:10:00 PM

 Spartan Rental call Logging Training Document by Chain-sys

Department Customer Service

File Name Future Business Document - Rental call Logging
Revision
Document Generation Date 02/02/2012
Date Modified 02/03/2012
Last Changed by
Status
 Training Guide
Customer Service Request To Resolution

Table of Contents
Customer Service Request To Resolution .......................................................................... 1
Rentall Call Logging ............................................................................................................. 1

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 Training Guide
Customer Service Request To Resolution

Customer Service Request To Resolution

Rentall Call Logging
Procedure

Step Action
1. Enter the desired information into the (example: michael.james.smith) field. Enter "a".

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 Step Action
2. Press [Alt+Ctrl+M].

Step Action
3. Enter the desired information into the (example: michael.james.smith) field. Enter "i".

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Customer Service Request To Resolution

Step Action
4. Enter the desired information into the (example: michael.james.smith) field. Enter "a".

Step Action
5. Press the [Alt] and [Ctrl] keys and click in the (example: 4u99v23) field.

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 Step Action
6. Press [Alt+Ctrl+W].

Step Action
7. Enter the desired information into the (example: 4u99v23) field. Enter "w".

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Customer Service Request To Resolution

Step Action
8. Press [Alt+Ctrl+E].

Step Action
9. Enter the desired information into the (example: 4u99v23) field. Enter "e".

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 Step Action
10. Enter the desired information into the (example: 4u99v23) field. Enter "l".

Step Action
11. Enter the desired information into the (example: 4u99v23) field. Enter "o".

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Customer Service Request To Resolution

Step Action
12. Enter the desired information into the (example: 4u99v23) field. Enter "e".

Step Action
13. Press the [Alt] and [Ctrl] keys and click the Login button.

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 Step Action
14. Press the [Alt] and [Ctrl] keys and click the Customer Support link.

Step Action
15. Press the [Alt] and [Ctrl] keys and click the Service Requests link.

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Customer Service Request To Resolution

Step Action
16. Press the [Alt] and [Ctrl] keys and click the Create Service Requests link.

Step Action
17. Click the Cancel button.

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 Step Action
18. Click the Yes button.

Step Action
19. Click in the Name field.

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Customer Service Request To Resolution

Step Action
20. Click the Name button.

Step Action
21. Enter the desired information into the Find field. Enter "%jamuna".

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 Step Action
22. Click the Find button.

or Press [Alt+F].

Step Action
23. Click the OK button.

or Press [Alt+O].

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Customer Service Request To Resolution

Step Action
24. Click in the First field.

Step Action
25. Click the First button.

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 Step Action
26. Enter the desired information into the Find field. Enter "%".

Step Action
27. Click the Find button.

or Press [Alt+F].

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Customer Service Request To Resolution

Step Action
28. Click the Number cell.

Step Action
29. Click the OK button.

or Press [Alt+O].

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 Step Action
30. Click in the Serial field.

Step Action
31. Click the Serial button.

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Customer Service Request To Resolution

Step Action
32. Enter the desired information into the Find field. Enter "%".

Step Action
33. Click the Find button.

or Press [Alt+F].

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 Step Action
34. Click the Item Description cell.

Step Action
35. Click the OK button.

or Press [Alt+O].

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Customer Service Request To Resolution

Step Action
36. Click in the Item field.

Step Action
37. Click the OK button.

or Press [Alt+O].

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 Step Action
38. Click in the Type field.

Step Action
39. Click the Type button.

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Customer Service Request To Resolution

Step Action
40. Click the Type cell.

Step Action
41. Click the OK button.

or Press [Alt+O].

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 Step Action
42. Press the left mouse button and drag the mouse to the desired location.

Step Action
43. Release the mouse button.

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Customer Service Request To Resolution

Step Action
44. Click in the Group field.

Step Action
45. Click the Group button.

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 Step Action
46. Enter the desired information into the Find field. Enter "%".

Step Action
47. Click the Find button.

or Press [Alt+F].

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Customer Service Request To Resolution

Step Action
48. Click the Name cell.

Step Action
49. Click the OK button.

or Press [Alt+O].

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 Step Action
50. Click in the Owner field.

Step Action
51. Click the Owner button.

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Customer Service Request To Resolution

Step Action
52. Enter the desired information into the Find field. Enter "%".

Step Action
53. Click the Find button.

or Press [Alt+F].

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 Step Action
54. Click the OK button.

or Press [Alt+O].

Step Action
55. Click the All Contracts option.

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Customer Service Request To Resolution

Step Action
56. Click the Get Contracts button.

or Press [Alt+o].

Step Action
57. Click the Workbench tab.

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 Step Action
58. Enter the desired information into the Problem Summary field. Enter "Rentall machine
service".

Step Action
59. Click in the Problem Code field.

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Customer Service Request To Resolution

Step Action
60. Click the Problem Code button.

Step Action
61. Click the Meaning cell.

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 Step Action
62. Click the OK button.

or Press [Alt+O].

Step Action
63. Click the Save button.

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Step Action
64. Click the Contacts / Addresses tab.

Step Action
65. Click the Tasks tab.

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 Step Action
66. Click the Type button.

Step Action
67. Click the Task Type cell.

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Step Action
68. Click the OK button.

or Press [Alt+O].

Step Action
69. Click in the Owner field.

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 Step Action
70. Click the Owner button.

Step Action
71. Enter the desired information into the Find field. Enter "%amita".

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Customer Service Request To Resolution

Step Action
72. Click the Find button.

or Press [Alt+F].

Step Action
73. Click the OK button.

or Press [Alt+O].

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 Step Action
74. Click in the Assignee Type field.

Step Action
75. Click the Assignee Type button.

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Customer Service Request To Resolution

Step Action
76. Click the OK button.

or Press [Alt+O].

Step Action
77. Click the Assignee button.

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 Step Action
78. Enter the desired information into the Find field. Enter "%sud".

Step Action
79. Click the Find button.

or Press [Alt+F].

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Customer Service Request To Resolution

Step Action
80. Click the OK button.

or Press [Alt+O].

Step Action
81. Click in the Subject field.

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 Step Action
82. Enter the desired information into the Subject field. Enter "Rentall machine service".

Step Action
83. Click in the Scheduled field.

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Step Action
84. Click the Scheduled button.

Step Action
85. Click the 30 button.

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 Step Action
86. Click the 11: list.

Step Action
87. Click the 10: list item.

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Step Action
88. Click the OK button.

Step Action
89. Click the Scheduled End Date button.

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 Step Action
90. Click the 30 button.

Step Action
91. Click the 11: list.

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Customer Service Request To Resolution

Step Action
92. Click the 12: list item.

Step Action
93. Click the PM option.

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 Step Action
94. Click the OK button.

Step Action
95. Click the Save button.

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Customer Service Request To Resolution

Step Action
96. Click in the Status field.

Step Action
97. Click the Status button.

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 Step Action
98. Click the Description cell.

Step Action
99. Click the OK button.

or Press [Alt+O].

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Customer Service Request To Resolution

Step Action
100. Click the Save button.

Step Action
101. Click the Task Notes (M) button.

or Press [Alt+M].

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 Step Action
102. Enter the desired information into the Notes Multiline field. Enter "Task is assigned to
sudarshan".

Step Action
103. Click the Save button.

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Customer Service Request To Resolution

Step Action
104. Click the Close button.

Step Action
105. Click the Task Notes (M) button.

or Press [Alt+M].

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 Step Action
106. Click the New (B) button.

or Press [Alt+B].

Step Action
107. Click in the Notes Multiline field.

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Customer Service Request To Resolution

Step Action
108. Enter the desired information into the Notes Multiline field. Enter "Problem with blade
repair need to replace spares".

Step Action
109. Click the Save button.

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 Step Action
110. Click the Close button.

Step Action
111. Click in the Actual field.

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Step Action
112. Click the Actual button.

Step Action
113. Click the 30 button.

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 Step Action
114. Click the OK button.

Step Action
115. Click the LWContainer101.

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Customer Service Request To Resolution

Step Action
116. Click the OK button.

or Press [Alt+O].

Step Action
117. Click the Actual End Date button.

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 Step Action
118. Click the ContinuousButton1 button.

Step Action
119. Click the 1: list item.

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Customer Service Request To Resolution

Step Action
120. Click the PM option.

Step Action
121. Click the OK button.

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 Step Action
122. Click the OK button.

or Press [Alt+O].

Step Action
123. Click the 30 button.

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Customer Service Request To Resolution

Step Action
124. Click the OK button.

Step Action
125. Click the OK button.

or Press [Alt+O].

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 Step Action
126. Click the Save button.

Step Action
127. Click in the Status field.

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Customer Service Request To Resolution

Step Action
128. Click the Status button.

Step Action
129. Click the Statuses cell.

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 Step Action
130. Click the OK button.

or Press [Alt+O].

Step Action
131. Click the Save button.

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Customer Service Request To Resolution

Step Action
132. Click the New button.

Step Action
133. Click the Type button.

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 Step Action
134. Click the Task Type cell.

Step Action
135. Click the OK button.

or Press [Alt+O].

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Customer Service Request To Resolution

Step Action
136. Click in the Owner field.

Step Action
137. Click the Owner button.

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 Step Action
138. Enter the desired information into the Find field. Enter "%amita".

Step Action
139. Click the Find button.

or Press [Alt+F].

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Step Action
140. Click the OK button.

or Press [Alt+O].

Step Action
141. Click in the Assignee Type field.

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 Step Action
142. Click the Assignee Type button.

Step Action
143. Click the OK button.

or Press [Alt+O].

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Step Action
144. Click the Assignee button.

Step Action
145. Enter the desired information into the Find field. Enter "%sud".

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 Step Action
146. Click the Find button.

or Press [Alt+F].

Step Action
147. Click the OK button.

or Press [Alt+O].

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Customer Service Request To Resolution

Step Action
148. Click in the Subject field.

Step Action
149. Enter the desired information into the Subject field. Enter "Spares replacement".

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 Step Action
150. Click the Save button.

Step Action
151. Click in the Scheduled field.

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Customer Service Request To Resolution

Step Action
152. Click the Scheduled button.

Step Action
153. Click the 30 button.

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 Step Action
154. Click the OK button.

Step Action
155. Click the Scheduled End Date button.

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Customer Service Request To Resolution

Step Action
156. Click the 30 button.

Step Action
157. Click the OK button.

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 Step Action
158. Click the Save button.

Step Action
159. Click in the Status field.

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Customer Service Request To Resolution

Step Action
160. Click the Status button.

Step Action
161. Click the Statuses cell.

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 Step Action
162. Click the OK button.

or Press [Alt+O].

Step Action
163. Click the Save button.

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Customer Service Request To Resolution

Step Action
164. Click the Task Notes (M) button.

or Press [Alt+M].

Step Action
165. Click the New (B) button.

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 Step Action
or Press [Alt+B].

Step Action
166. Click in the Notes Multiline field.

Step Action
167. Enter the desired information into the Notes Multiline field. Enter "spares replacement for
bending machine".

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Customer Service Request To Resolution

Step Action
168. Click the Save button.

Step Action
169. Click the Close button.

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 Step Action
170. Click the Launch Workflow button.

Step Action
171. Click the OK button.

or Press [Alt+O].

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Customer Service Request To Resolution

Step Action
172. Click the OK button.

or Press [Alt+O].

Step Action
173. Click the Close button.

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 Step Action
174. Press the [Alt] and [Ctrl] keys and click the Running applications object.

Step Action
175. Press the [Alt] and [Ctrl] keys and click the window.

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Step Action
176. Press the [Alt] and [Ctrl] keys and click the object.

Step Action
177. Enter the desired information into the (example: michael.james.smith) field. Enter "s".

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 Step Action
178. Press the [Alt] and [Ctrl] keys and click in the (example: 4u99v23) field.

Step Action
179. Press [Alt+Ctrl+W].

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Step Action
180. Press the [Alt] and [Ctrl] keys and click the Login button.

Step Action
181. Press the [Alt] and [Ctrl] keys and click the Field Service Representative link.

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 Step Action
182. Press the [Alt] and [Ctrl] keys and click the My Tasks link.

Step Action
183. Click the Find... button.

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Customer Service Request To Resolution

Step Action
184. Click in the Task Number field.

Step Action
185. Enter the desired information into the Task Number field. Enter "13841".

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 Step Action
186. Click the Find button.

or Press [Alt+i].

Step Action
187. Click in the Assignment Status field.

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Customer Service Request To Resolution

Step Action
188. Click the Assignment Status button.

Step Action
189. Click the Assignment Status cell.

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 Step Action
190. Click the OK button.

or Press [Alt+O].

Step Action
191. Click the Save button.

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Customer Service Request To Resolution

Step Action
192. Click the Notes button.

or Press [Alt+N].

Step Action
193. Enter the desired information into the Notes Multiline field. Enter "Spares Delivered to
engineer".

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 Step Action
194. Click the Save button.

Step Action
195. Click the Close button.

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Customer Service Request To Resolution

Step Action
196. Press the [Alt] and [Ctrl] keys and click the Running applications object.

Step Action
197. Press the [Alt] and [Ctrl] keys and click the window.

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 Step Action
198. Press the [Alt] and [Ctrl] keys and click the Task 'Spares replacement' (#13841) now
assigned to SUDARSHAN, ARA link.

Step Action
199. Press the [Alt] and [Ctrl] keys and click the Reassign button.

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Customer Service Request To Resolution

Step Action
200. Press the [Alt] and [Ctrl] keys and click the Search for User or Role button.

Step Action
201. Press the [Alt] and [Ctrl] keys and click in the Search By field.

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 Step Action
202. Press the [Alt] and [Ctrl] keys and click in the Search By field.

Step Action
203. Enter the desired information into the Search By field. Enter "a".

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Step Action
204. Press [Alt+Ctrl+M].

Step Action
205. Enter the desired information into the Search By field. Enter "m".

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 Step Action
206. Enter the desired information into the Search By field. Enter "a".

Step Action
207. Press the [Alt] and [Ctrl] keys and click the Go button.

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Customer Service Request To Resolution

Step Action
208. Press the [Alt] and [Ctrl] keys and click the Quick Select button.

Step Action
209. Press the [Alt] and [Ctrl] keys and click the Transfer notification ownership option.

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 Step Action
210. Press the [Alt] and [Ctrl] keys and click in the Comments field.

Step Action
211. Press the [Alt] and [Ctrl] keys and click the Submit button.

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Step Action
212. Press the [Alt] and [Ctrl] keys and click the Running applications object.

Step Action
213. Press the [Alt] and [Ctrl] keys and click the window.

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 Step Action
214. Press the [Alt] and [Ctrl] keys and click the window.

Step Action
215. Press the [Alt] and [Ctrl] keys and click the Logout link.

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Customer Service Request To Resolution

Step Action
216. Press [Alt+Ctrl+A].

Step Action
217. Press the [Alt] and [Ctrl] keys and click in the (example: 4u99v23) field.

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 Step Action
218. Press [Alt+Ctrl+W].

Step Action
219. Enter the desired information into the (example: 4u99v23) field. Enter "w".

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Customer Service Request To Resolution

Step Action
220. Press the [Alt] and [Ctrl] keys and click the Login button.

Step Action
221. Press the [Alt] and [Ctrl] keys and click the Task 'Spares replacement' (#13841) now
assigned to SUDARSHAN, ARA link.

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 Step Action
222. Press the [Alt] and [Ctrl] keys and press the left mouse button over the scrollbar and drag
the mouse to the desired location.

Step Action
223. Press the [Alt] and [Ctrl] keys and click the Return to Worklist link.

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Customer Service Request To Resolution

Step Action
224. Press the [Alt] and [Ctrl] keys and click the Customer Support link.

Step Action
225. Press the [Alt] and [Ctrl] keys and click the Service Requests link.

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 Step Action
226. Press the [Alt] and [Ctrl] keys and click the Find Service Requests link.

Step Action
227. Enter the desired information into the Number field. Enter "24602".

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Customer Service Request To Resolution

Step Action
228. Click the Search button.

Step Action
229. Click the Yes button.

Page 115
 Step Action
230. Click the OK button.

or Press [Alt+O].

Step Action
231. Click the Tasks tab.

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Step Action
232. Click the Type Row 2 Cell value Spares Installation cell.

Step Action
233. Click in the Status field.

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 Step Action
234. Click the Status button.

Step Action
235. Click the Description cell.

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Customer Service Request To Resolution

Step Action
236. Click the OK button.

or Press [Alt+O].

Step Action
237. Click the Save button.

Page 119
 Step Action
238. Click the New button.

Step Action
239. Click the Type button.

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Customer Service Request To Resolution

Step Action
240. Click the Description cell.

Step Action
241. Click the Description cell.

Page 121
 Step Action
242. Click the OK button.

or Press [Alt+O].

Step Action
243. Click in the Owner field.

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Customer Service Request To Resolution

Step Action
244. Click the Owner button.

Step Action
245. Enter the desired information into the Find field. Enter "%amita".

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 Step Action
246. Click the Find button.

or Press [Alt+F].

Step Action
247. Click the OK button.

or Press [Alt+O].

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Customer Service Request To Resolution

Step Action
248. Click in the Assignee Type field.

Step Action
249. Click the Assignee Type button.

Page 125
 Step Action
250. Click the OK button.

or Press [Alt+O].

Step Action
251. Click the Assignee button.

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Step Action
252. Click in the Assignee field.

Step Action
253. Enter the desired information into the Find field. Enter "sud".

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 Step Action
254. Click the Find button.

or Press [Alt+F].

Step Action
255. Click the OK button.

or Press [Alt+O].

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Step Action
256. Click in the Subject field.

Step Action
257. Enter the desired information into the Subject field. Enter "spares replacement".

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 Step Action
258. Click in the Scheduled field.

Step Action
259. Click the Scheduled button.

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Customer Service Request To Resolution

Step Action
260. Click the 30 button.

Step Action
261. Click the OK button.

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 Step Action
262. Click the Debrief button.

or Press [Alt+b].

Step Action
263. Click the OK button.

or Press [Alt+O].

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Step Action
264. Click in the Scheduled End Date field.

Step Action
265. Click the Scheduled End Date button.

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 Step Action
266. Click the 30 button.

Step Action
267. Click the 11: list.

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Step Action
268. Click the ContinuousButton1 button.

Step Action
269. Click the 12: list item.

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 Step Action
270. Click the PM option.

Step Action
271. Click the OK button.

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Step Action
272. Click the Save button.

Step Action
273. Click the Task Notes button.

or Press [Alt+k].

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 Step Action
274. Enter the desired information into the Notes Multiline field. Enter "Install spares at
customer place".

Step Action
275. Click the Save button.

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Step Action
276. Click the Close button.

Step Action
277. Click in the Status field.

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 Step Action
278. Click the Status button.

Step Action
279. Click the Description cell.

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Step Action
280. Click the OK button.

or Press [Alt+O].

Step Action
281. Click the Save button.

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 Step Action
282. Click the Task Notes button.

or Press [Alt+k].

Step Action
283. Click the New (B) button.

or Press [Alt+B].

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Step Action
284. Click in the Notes Multiline field.

Step Action
285. Enter the desired information into the Notes Multiline field. Enter "Spares installation
completed".

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 Step Action
286. Click the Save button.

Step Action
287. Click the Close button.

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Step Action
288. Click the EwtLWScrollbar scrollbar.

Step Action
289. Click in the Actual field.

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 Step Action
290. Click the Actual button.

Step Action
291. Click the 30 button.

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Step Action
292. Click the OK button.

Step Action
293. Click the OK button.

or Press [Alt+O].

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 Step Action
294. Click the Actual End Date button.

Step Action
295. Click the 30 button.

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Step Action
296. Click the 11: list.

Step Action
297. Double-click the ContinuousButton2 button.

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 Step Action
298. Click the 1: list item.

Step Action
299. Click the PM option.

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Step Action
300. Click the OK button.

Step Action
301. Click the OK button.

or Press [Alt+O].

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 Step Action
302. Click the Save button.

Step Action
303. Click in the Status field.

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Step Action
304. Click the Status button.

Step Action
305. Click the Description cell.

Page 153
 Step Action
306. Click the OK button.

or Press [Alt+O].

Step Action
307. Click the Save button.

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Step Action
308. Click the Charges tab.

Step Action
309. Click in the Action: Service Activity field.

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 Step Action
310. Click the Action: Service Activity button.

Step Action
311. Click the Description cell.

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Step Action
312. Click the OK button.

or Press [Alt+O].

Step Action
313. Click the Action: Item button.

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 Step Action
314. Enter the desired information into the Items field. Enter "%".

Step Action
315. Click the OK button.

or Press [Alt+O].

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Step Action
316. Click the Description cell.

Step Action
317. Click the OK button.

or Press [Alt+O].

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 Step Action
318. Click the Pricing tab.

Step Action
319. Double-click the Action tab.

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Step Action
320. Click in the Action: Business Process field.

Step Action
321. Click in the Action: Service Activity field.

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 Step Action
322. Click the Action: Service Activity button.

Step Action
323. Click the Description cell.

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Step Action
324. Click the OK button.

or Press [Alt+O].

Step Action
325. Click the Action: Item button.

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 Step Action
326. Enter the desired information into the Items field. Enter "%".

Step Action
327. Press the left mouse button and drag the mouse to the desired location.

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Step Action
328. Release the mouse button.

Step Action
329. Click the OK button.

or Press [Alt+O].

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 Step Action
330. Click the OK button.

or Press [Alt+O].

Step Action
331. Click in the Action: Business Process field.

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Step Action
332. Click in the Action: Service Activity field.

Step Action
333. Click in the Action: Service Activity field.

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 Step Action
334. Click the Action: Service Activity button.

Step Action
335. Click the Service Activity cell.

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Step Action
336. Click the OK button.

or Press [Alt+O].

Step Action
337. Click the Action: Item button.

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 Step Action
338. Enter the desired information into the Items field. Enter "%".

Step Action
339. Click the OK button.

or Press [Alt+O].

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Step Action
340. Click the OK button.

or Press [Alt+O].

Step Action
341. Click in the Action: Return Reason field.

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 Step Action
342. Click the Action: Return Reason button.

Step Action
343. Click the Description cell.

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Step Action
344. Click the OK button.

or Press [Alt+O].

Step Action
345. Enter the desired information into the Item Instance: Serial Number field. Enter "500".

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 Step Action
346. Click the Save button.

Step Action

347. Click the Action tab.

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Step Action
348. Click the Submit (X) button.

or Press [Alt+X].

Step Action
349. Press the [Alt] and [Ctrl] keys and click the Running applications object.

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 Step Action
350. Press the [Alt] and [Ctrl] keys and click in the (example: michael.james.smith) field.

Step Action
351.
End of Procedure.

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