Lululemon Store Dashboard Overview...NOKIA | ServiceChannel Store Dashboard Overview Page 5 VIEW...
Transcript of Lululemon Store Dashboard Overview...NOKIA | ServiceChannel Store Dashboard Overview Page 5 VIEW...
Smashburger Store Dashboard Overview
Page 2 NOKIA | ServiceChannel Store Dashboard Overview
INTRODUCTION
• Following is an overview of how restaurants can utilize the Dashboard to place
Repairs and Maintenance service requests as well as to view existing requests,
schedules and leave feedback regarding the work being done in the restaurant.
• The stores will go to http://smashburger.servicechannel.com/.
Page 3 NOKIA | ServiceChannel Store Dashboard Overview
LOGIN
• Enter your login and password, then click “Submit”:
• Username = ******
• Password = ******
Page 4 NOKIA | ServiceChannel Store Dashboard Overview
DASHBOARD SUMMARY
• When you log into the dashboard the “SUMMARY” page will come up first. The summary includes
information regarding the work orders for your restaurant. You may click on any of the links in the
summary to view the respective work orders
• The user can also click on any of the menu links under the word “SUMMARY” at any time
• The numbers in RED or BLUE next to the dates on the calendar indicate that work orders
are SCHEDULED to be performed that day.
RED = Scheduled Services/PM’s (i.e., cleaning, HVAC filters, ect)
BLUE = Requested Repairs (i.e., too cold in the store)
Click here to create a NEW work order
Click to view any Open & In Progress
requested repair
work orders for
your store
Page 5 NOKIA | ServiceChannel Store Dashboard Overview
VIEW OPEN TICKETS
The default report is to show ALL open and in progress work orders by tracking number.
The user can choose how to sort the report by clicking on the drop down box as well as choose what types of work orders to review (Scheduled Services/PM’s versus Requested Repairs).
Please note that there may be multiple Scheduled Services work orders issued for a given month for certain trades (i.e., HVAC, Pest Control).
By moving your mouse over the tracking number, the user
can see additional details
regarding this request
All Notes can be viewed
and notes can be
entered using this link
Click to
change the
report sort
Legend indicates
status of request
Click here to
VIEW OPEN
TICKETS
Page 6 NOKIA | ServiceChannel Store Dashboard Overview
REQUEST SERVICE: CHOOSE PROBLEM
Step 1: Enter your name and title into the “Caller” field.
Step 2: Choose the “Area” that the issue is located (i.e., Sales Floor or Rest Room).
Step 3: Choose the most appropriate “Problem Type”.
Step 4: Choose the “Equipment”; if it is not applicable, “None” will auto-populate.
Step 5: The list under “Problem” will automatically populate based on your choices in
Steps 3 and 4. Choose the most appropriate problem.
Step 6: Click “Next” to continue or “Cancel” to stop the request before submitting.
Your store information will automatically populate.
Page 7 NOKIA | ServiceChannel Store Dashboard Overview
REQUEST SERVICE: REVIEW HISTORY
Before proceeding with creating a new service request, the existing requests for this trade will show for review
The Legend explains the colors and icons on the work orders.
Repeated Issue – this issue has occurred within the last 30 days. Click the link to flag the new work
order as a “repeat” (possible recall).
Open – the request is a Scheduled Service/PM work order or has not yet been “accepted” by the
vendor.
In Progress – the request has been “accepted” by the vendor and will be responded to accordingly.
The user can view the notes and progress of the request.
Pending Confirmation – the request has been closed out the vendor and is awaiting store feedback.
Completed – the request has been closed out by the vendor; store feedback was received/work at
the store should be done.
Invoiced – the work at the store is done and the vendor has submitted the invoice for payment.
Click the appropriate button to continue:
Previous – go back a
screen
Cancel – closes out of
this screen without submitting the request
Next – continues with
this request
Page 8 NOKIA | ServiceChannel Store Dashboard Overview
REQUEST SERVICE: TROUBLESHOOTING
• If troubleshooting scripts exist for this Problem Type and/or Problem, they will come
up after you clicked “Next”.
• If the troubleshooting works and you do not need to issue a service request,
click “CANCEL”.
• The Dashboard can also show a “Message” to advise the store to call another
department, etc. When the “Message” comes up instead of the troubleshooting, the
user will NOT have the option to click next – just “Cancel”.
• If you still need to place a service request, enter a complete problem description and
click “NEXT”.
Page 9 NOKIA | ServiceChannel Store Dashboard Overview
REQUEST SERVICE: SUBMIT REQUEST
Click the appropriate button to continue:
Previous – go back a screen
Cancel – closes out of this screen without submitting the request
Submit request – continues with this request
The data in these
fields will
automatically
populate based on
your choices on
the previous page
Update
description of
the issue here as
needed
The user may upload
attachments as
applicable
Page 10 NOKIA | ServiceChannel Store Dashboard Overview
REQUEST SERVICE: CONFIRMATION
Once “Submit Request” is clicked, the work order will automatically be dispatched and the user will receive a TRACKING NUMBER for reference purposes.
Important Note: The vendor should be asking to use the restaurant PHONE to call in
to an automated system when they get to your store and again when they leave. THIS
IS FOR ALL SERVICES.
These calls will help to ensure real-time information regarding your requests and the
service provided.
Page 11 NOKIA | ServiceChannel Store Dashboard Overview
VIEW WORK HISTORY
All Notes can be
viewed and notes
can be entered
using this link.
By moving your mouse over
the Tracking Number, the
user can see additional
details regarding this
request.
The Legend explains
the colors on the work
orders. Each color
denotes a different
STATUS.
Click to change the report Sort and/or Period (3 month,
6 month 12 month)
Click which types of requests to view (All, Scheduled Services, Requested
Repairs)
Page 12 NOKIA | ServiceChannel Store Dashboard Overview
VIEW/ADD NOTES
All Notes can be viewed and
notes can be entered using this
link
If notes exist for a work order, the date of the LAST note will show as a link under the “Notes” column.
• If there are no notes yet for a work order, the link “Add Note” will show under the “Notes” column
• Click the link to view the existing notes or add a new note
Highlighting the tracking number brings up a ‘speech bubble’ with additional
information regarding the work order
for reference purposes
Page 13 NOKIA | ServiceChannel Store Dashboard Overview
VIEW/ADD NOTES
The notes contain a diary or log of all the actions/communications regarding a specific work order. They track WHO entered the note, the DATE/TIME the note was entered, who it was E-MAILED TO, and if the
SCHEDULED DATE/TIME was updated.
• Many actions that are taken by the client automatically generate a note. These help to track the
progress of the work order
• The notes show in order of newest to oldest
Who entered the note
Click on of the buttons to
add a note or cancel out
of this screen
Date/time the
note was entered
Page 14 NOKIA | ServiceChannel Store Dashboard Overview
VIEW/ADD NOTES
The note will show immediately after clicking “Submit”.
Step 1: Enter your name
Step 2: Enter note
Step 3: Choose the
recipient to e-mail the
note
Step 4: Click “Submit” or “Back to Report”
Step 3.5: Upload
attachment and enter
description, if applicable
Page 15 NOKIA | ServiceChannel Store Dashboard Overview
LEAVE FEEDBACK
The restaurant has an opportunity to provide feedback for five (5) days after a work order
has been closed out by the vendor/service provider.
• Click on the “Leave Feedback” link on the Menu or the respective link on the Summary
to review these items
• Work orders will appear on this page to review once they have been closed out by the
provider/contractor
A summary of the
service request will
show here for
reference purposes
Page 16 NOKIA | ServiceChannel Store Dashboard Overview
LEAVE FEEDBACK
Step 4: Click one of the “Submit Feedback” buttons to post this
information to the service request
You will receive confirmation immediately after clicking “Submit”. If unsatisfactory feedback is left, the vendor and Facilities will be notified immediately so they can take the appropriate action.
Step 2: Choose the most appropriate rating for the service performed
Step 1: Enter your full name
Step 3: Enter comments/supporting information regarding your choice in Step
2 (required if Unsatisfactory is chosen)
Page 17 NOKIA | ServiceChannel Store Dashboard Overview
HOW TO CANCEL A REQUEST
If the need arises to CANCEL a service request, from the SUMMARY page follow the steps below. The restaurants are also directed to call the appropriate representative to cancel an emergency
request.
Step 1: Click “View Open
Tickets”
Step 2: Review
the report and
locate the request
to cancel
Step 3: Click the
“Notes” link
Page 18 NOKIA | ServiceChannel Store Dashboard Overview
HOW TO CANCEL A REQUEST
The note will show immediately after clicking “Submit”. Click the appropriate link to continue.
Click “Add Note”
Step 3: Choose the Vendor to e-
mail the note to
Step 1: Enter your full name
Step 2: Enter note – be very
specific that you need the request
cancelled and why. If this request
is an EMERGENCY, also call the VENDOR to notify them
Step 4: Click “Submit”
Page 19 NOKIA | ServiceChannel Store Dashboard Overview
HOW TO APPROVE INVOICES
You will first need to APPROVE or DECLINE any open invoices. Once APPROVED you will need to print them and process to your Accounting Department as normal.
Step 1: Click “Approve
Invoices” or one of the links on
the Summary Page
Step 2: Review the report and locate the
invoice you would like
to Approve or Reject
Step 3: Click
the “GO” link
Page 20 NOKIA | ServiceChannel Store Dashboard Overview
HOW TO APPROVE INVOICES
The invoice status will change immediately after clicking “Submit”. Click the appropriate link to
continue.
Step 1: Enter your full name
Step 4: Enter Comment (if
necessary
Step 5: Click “Submit”
Step 2: Enter Approval/GL Code
(if needed and available)
Step 3: Select Approve or Reject
Page 21 NOKIA | ServiceChannel Store Dashboard Overview
HOW TO PRINT INVOICES
Once the invoice(s) is APPROVED you will need to print them and process to your Accounting Department as normal.
Step 1: Click
“View Invoice
History” Step 2: Review the
report and locate
the invoice you
would like to print
Page 22 NOKIA | ServiceChannel Store Dashboard Overview
HOW TO PRINT INVOICES
Once the invoice(s) is APPROVED you will need to print them and process to your Accounting Department as normal.
Step 1: Click “Print
Invoice”