PMS Portal – Partner Service Manager Console User Guide Manual
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PMS PORTAL – PARTNER SERVICE MANAGER CONSOLE USER GUIDE Standard Edition – V0.1 Confidential Partner Management System (PMS) User Guide V 0.1 Confidential 1 1.1 Partner Management System (PMS)..................................................................................................... 2 Intended Audience ............................................................................................................................. 3 2 Getting Started ...................................................................................................................................... 4 3 Manage User ......................................................................................................................................... 7 3.1 Adding User(s) .................................................................................................................................... 9 3.2 Editing User Details .......................................................................................................................... 10 3.3 Inactivate User.................................................................................................................................. 11 3.4 Reset Password................................................................................................................................. 11 3.5 Activate User .................................................................................................................................... 12 4 Order Management ............................................................................................................................ 13 4.1 Create Case Web-Form Overview .................................................................................................... 16 4.2 Create Case (Dispatch FSE – Customer site)..................................................................................... 18 5 Service Manager.................................................................................................................................. 24 5.1 Service Manager Console (PMS)....................................................................................................... 24 5.2 Activity Feed Console (PMS) ............................................................................................................. 30 5.3 Service Manager Dashboard (PMS) .................................................................................................. 36 6 6.1 Setup ................................................................................................................................................... 42 Jobsite Setup (PMS) .......................................................................................................................... 42 6.1.1 Viewing Jobsite List........................................................................................................................... 43 6.1.2 Updating Existing Jobsite Location ................................................................................................... 46 6.1.3 Creating New Jobsite Location by Selecting Nearby Service Zone ................................................... 48 6.1.4 Creating New Jobsite Location by Uploading the Jobsite List .......................................................... 52 6.2 7 User Management (PMS) ................................................................................................................. 52 Programs ............................................................................................................................................. 53 7.1 Programs........................................................................................................................................... 53 7.2 Service Catalogue (Price List) (PMS) ................................................................................................. 56 7.3 Iron Global Service Locator (PMS) .................................................................................................... 59 8 8.1 9 Billing ................................................................................................................................................... 61 PMS Billing (Invoice) Dashboard....................................................................................................... 61 File Manager ....................................................................................................................................... 63 10 Table of Figures ................................................................................................................................... 64 Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 1 Partner Management System (PMS) ServiceO portal designed to manage customer-specific requirements. It combines best in class solutions providing partners the ability to submit, track, and manage service cases online. The System is capable of meeting customer-specific requirements for reliability, responsiveness, agility and cost. It also features industry-specific functionality allowing you to identify and keep track of customer assets throughout your network of global facilities. Service Manager Features: The Serviceo portal provides our partners with the ability to submit, track, and manage service cases online. Serviceo (PMS) supports following key features: 1 Menu Sub Menu Features Supported Orders Create Case (Dispatch FSE – Customer Site) Web Form, Submit a new service incident request. Service Manager Console All Cases List View, List of all open service cases. 2 Service Manger Dashboard Activity Feed Console Case Activity view from a centralized console, monitor updates across all open service cases. Service Manager Console: Case Details View Case Order Details Service Manager Case Messaging Case Order Status (Job Manager → Summary) Case Activity Feed (Job Manager) 3 Setup Manage Jobsite (PMS) List of all “Active” Program Jobsite Locations. Add a new Jobsite Location to Program. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 4 Programs User Management (PMS) Create any number of additional login user accounts in the PMS Portal. Program Profile Lists details of Programs, Project Vendors, and Project Workers. Service Catalogue (Price List) (PMS) Program → Service Catalog (Price List) (PMS). Service Global Standard price list 5 Billing Iron Global Service Locator (PMS) Program → IRON Global Service Locator (PMS) PMS Billing (Invoice) Dashboard Invoice Details Program → PMS Billing (Invoice) Dashboard. 1.1 Intended Audience This document is primarily indented for the Partner Users only. The information contained in this manual is intended to be used only by the authorized members with proper rights and privileges. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 2 Getting Started In this section, you will find instructions and other information useful for evaluating the Serviceo and getting to know it when you are starting out. Program Setup: Portal User Login Credentials Please contact your Account Administrator (Site Manager) for Login information: Portal Login Information PMS Partner Portal URL: https://. Google Chrome (recommended) Login Information Login (Email): Your email address Account Name: Your company’s account name Account ID: Your company’s account ID Password: Your password Web2Case Login Information (Please use this option in case if you are unable to access Portal) Web2Case Portal URL: http:// Login Information IRON Service Global Account Name: Your company’s account name IRON Service Global Account ID: Your company’s account ID Program Reference Code: Program Code To access the PMS menus, the user you log on as must have rights to run the module. If you want access to the PMS and the System will not allow you to log on, contact your System Administrator to verify that your user name has been granted appropriate rights. To use Serviceo portal, you need to open PMS Partner Portal URL (Https://.), select Partner (PMS) User option, and then enter your Email and password at the login screen. This process only takes a few seconds and ensures the privacy and security of your product information. 1. Log into to the Serviceo portal. The Login page is displayed as shown in Figure 2.1. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Figure 2.1: Login page Tip: Select the Remember me check box to store your credentials in the cookies and enables you to sign back automatically if you close the site without logout. Click the Forgot password? to reset your password. You will be taken to the Reset screen where you need to enter your Email and then click Reset button. The instructions to reset password will be sent to the entered Email. 2. Type your correct Email in the Email field. 3. Type your password in the Password field and then click the LOG IN button to access home page. The PMS home page is displayed as shown in Figure 2.2. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Figure 2.2: PMS home page Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 3 Manage User In the Serviceo, user type ‘Case Dispatch Lead’ is a designated Administrator with privileges to manage users by default. An Admin has special access/rights to create any number of user accounts in the Serviceo. The Manage User module makes it easier for administrator to configure users. Specifically, an administrator can: • Add new user • Edit existing users • Activate/Deactivate existing users • Reset password Here, each person using the Serviceo is known as a user. When a new user is added, Email Id of that user must be unique (It can’t be the same as any other user name in the system even associated with different Account) If the User Name (Email Id) already exists in the system associated with any Account, the system displays a message telling that the Email Id already exists. Manage User module is designed to add a new user, edit user details, activate/deactivate existing users, and reset users’ passwords on the request of users. A user with the necessary rights can access the Manage User Module. In the Serviceo, only Case Dispatch Lead user type has rights to configure users. To access Manage User module, perform the following steps: The PMS home page is displayed as shown below: Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 1. Click the Logged User icon in the top right corner of the home page and then click Manage User icon to access Admin page. The Admin page appears as shown in Figure 3.1. Figure 3.1: Admin page Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 3.1 Adding User(s) Here, you can add users by selecting an appropriate user type. All added users of all types will be in active state by default. 1. Click the Add User button on the Admin page to add new user into the system. Refer Figure 3.1. A Create new user pop-up displays as shown below: Note: Fields marked with an asterisk are mandatory. 2. Type the first name of user in the First Name field. 3. Type the last name of the user in the Last Name field. 4. Type the correct email address of the user in the Email field. Note: The entered Email Id must be unique as it only be used to create login credential in the system. 5. Type the password for the user in the Password and Confirm Password fields, respectively or click the Generate password link to generate machine generated password in the fields. 6. Select the relevant user type in the User Type drop-down list. Tip: You can select the Send a notification to user check box, if you want to send user creation notification to the respective user in the form of email. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential If you want to send the password reset link to the user, select the Password reset check box. In this case, the user receives a password reset link and can reset default password of his/her choice. 7. Click the Save button to create user. Note: The created users will appear in the User List on the Admin page. To view the added user in the User List, you need to refresh the Admin page. 3.2 Editing User Details To edit user’s details, perform the following steps: 1. Click the icon in the Action column and then select the Edit option to edit the user’s details. Refer Figure 3.1. An Update user pop-up appears as shown below: Note: Here, you can modify values in all fields, except Email Id of the user. Tip: Select the Password reset check box to send password reset link to the user. 2. Make the changes in the fields you want to modify and then click the Update button to save the changes. A message “User update successfully!” displays at the top of the Admin page and the updated user will appear in the User List. Tip: Click the Cancel button to close the Update user pop-up and cancel user’s details modification. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 3.3 Inactivate User To inactivate user, perform the following steps: 1. Click the icon in the Action column and then select the Inactivate option. Refer Figure 3.1. A Warning pop-up is displayed asking if you want to deactivate user as shown below: 2. Click the OK button to confirm the deactivation of the user. A message “User newton user deactivate successfully!” displays at the top of the Admin page. Note: As you click the OK button, the user will be deactivated but still appears in the User List as ‘Inactive’ state and can be Activated in future, if required. Once a user is deactivated, it can’t be edited. Tip: Click the Cancel button to cancel changes. 3.4 Reset Password This option allows you to reset users’ password on their request. To reset password, perform the following steps: 1. Click the icon in the Action column and then select the Reset password option. A Warning pop-up is displayed asking if you want to reset password as shown below: 2. Click the OK button to confirm the reset password. A message “Reset password E-mail has been sent to sameaccount@magiclink.us” at the top of the Admin page. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Note: Once you click the OK button, a password rest link is sent to respective user enabling them to change their password. Tip: Click the Cancel button to cancel changes. 3.5 Activate User To activate inactive users, perform the following steps: 1. Click the icon in the Action column of the Inactive user and the select Active option. A Warning pop-up is displayed asking if you want to activate this user as shown below: 2. Click OK button to activate the user. Note: As you click the OK button, the status of this user changes as ‘Active’ and appears in the User List on the Admin page. Tip: Click the Cancel button to cancel the changes. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 4 Order Management This module provides key functionalities overview related to service catalog, jobsite location, and new case creation web form section and fields. The created orders can be used to efficiently track or manage different types of services. Here, you can also view progress bar showing the different stages of order completed during the process. The progress bar will run a colored bar showing the complete or incomplete stage. It also provides lots of flexibility for order handling while providing visibility for users to better understand the status. This module provides key functionalities overview related to new case creation web form section and fields. To access Create Case (Dispatch FSE – Customer site) screen, perform the following steps: 1. Click the Orders located next to the PMS Home icon and then click the Create Case (Customer site) option. (Orders → Create Case (Customer site) The New Dispatch FSE Order Request Form (Customersite) screen displays as shown in Figure 4.1. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Figure 4.1: New Dispatch FSE Order Request Form (Customersite) screen Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Note: The New Dispatch FSE Order Request Form (Customersite) screen shows progress bar on the top, the Account section at the left and the Order Summary section at the right side of the screen. The Account section displays a list of partners including their Login, ID and other details. The Order Summary section is composed of six tabs: • The Case Information tab holds case related information. • The Program Information tab displays program details. • The Jobsite Information tab holds jobsite related details. • The Standard Service Profile tab holds standard service profile details selected for case. • The Global Program Instructions tab holds instructions for Service Deliverables. • The Pricing: Service Catalog Item Selection tab holds price details. • The IRON (Internal): Program Vendor Routing Summary tab holds the details of vendor routing summary. The partner, which was selected when user last logged, is selected by default in the Account section. Fields marked with an asterisk are mandatory. Tip: Click the Tab Heading or down arrow on the tab to minimize or maximize the tab. 2. Click the Partner name link in the Account section to view account details. An Account Detail pop-up displays as shown below: Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Tip: Click the Close button or X (cross sign) to close this Account Details pop-up. 4.1 Create Case Web-Form Overview This option allows you to create case (Dispatch FSE – Customer Site) using appropriate values in the required fields available in case creation web-form sections. Below is the list of case creation web-form sections: 1) Account & Program Information a. Account Information b. Program Information 2) Case Contact Information a. Jobsite Selection Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential b. Case Contact Information 3) Case Details a. Case Information b. Case Additional Instructions (optional) 4) Service Catalog Selection: Incident Options a. Standard Incident Type b. Customer Incident Type 5) Appointment Setup 6) File Upload 7) Review/Confirm 8) Submit Jobsites Selection: Understanding Jobsite Location Activation Status: Each Jobsite needs to be registered in the portal prior to creating a new case. The list of registered Jobsites is available as a drop down by accessing: (2) Case Contact Information tab → Jobsite Location (Select Name) 1) Pre-Registration: These Jobsites are made available as “Activation Approved”. a. Activation Approved: These Jobsites meet standard SLA guidelines. 2) New Registration Request: Users can create a new jobsite from within the portal. For more information on the process to create a new Jobsite, please refer to section “6.1.3: Create, a New Jobsite Location”. a. All Newly Created Jobsite Locations are automatically added to the Jobsite selection list and made available for new case order request selection. b. All Newly registered jobsites are marked and made available as “Activation Pending.” For more information on upgrading the status to “Activation Approved” and SLA management for New Jobsites, please refer to Section “Case Order Configuration Options”. Service Catalog Selection: Incident Options: This form supports two types of create case requests using Service Catalog “Service Item Profile” selection. • Standard Incident Type • Customer Incident Type Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Service Item (Ordering) Standard Incident Profile Custom Incident Profile Example 1 Example 2 1 Service Profile, Talent Type Default (Fixed) Configurable Field Services EUC Deskside Support Field Service Network Support 2 Service Profile, Talent Level Default (Fixed) Configurable L1 L2 3 Service Profile, Service Priority Default (Fixed) Configurable Next Business Day (NBD) Same Business Day (SBD-4HRS) 4 Service Profile, Coverage Hours Default (Configurable) Configurable Business Hours Weekend Hours 5 Event, Duration Default (PPM) (Configurable) Configurable 2 Hours 4 Hours Standard Incident Profile: This is the “default” service profile as per the statement of work, created at the time of program jobsite registration. • All pre-registered Jobsites are presented as status “Jobsite Activation Approved” for new “Case Creation”. • Users can add new Jobsites via this portal. These Jobsites are presented as “Jobsite Activation Pending” for new “Case Creation”. • All jobsites Pre-Set Default: uses Standard SLA Service Item Profile. Custom Incident Profile: This option allows you to create your own “custom service profile” per incident. Here you can select Talent Type, Talent Level, and SLA Priority differing from the Program’s Standard Incident Profile and specific for this case. A custom incident is processed as a special request, and all service SLAs are quoted and processed as best effort. Please review Section B4(b/d): “Case Order Configuration Options, “for additional information. 4.2 Create Case (Dispatch FSE – Customer site) To create case (customer site), perform the following steps: Select Orders → Create Case (Dispatch FSE – Customer site): The New Dispatch FSE Order Request Form (Customersite) screen is being displayed. Refer Figure 4.1. 1. Complete the following fields in the (1) Account & Program Information tab. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Field Instruction Account ID This field is prepopulated. Note: This field displays the Account ID of the Partner. This will remain same for all programs. Account Name This field is prepopulated. Note: This field displays the partner name of the company. Program Reference Code • Select the appropriate program reference code in the Program Reference Code drop-down list. Note: This is a unique code that corresponds to a specific Program as every Program has its own unique Program Code. 2. Complete the fields in the (2) Case Contact Information tab: Field Jobsite Location (Select Name) Instruction • Select jobsite location name for dispatch in the Jobsite Location (Select Name) drop-down list. Note: Each Jobsite needs to be registered in the Serviceo prior to creating a new case. The list of registered Jobsites is available as a drop down. Jobsite Contact (Name) - End • User or Ship To Type the name of End User or Ship-To in this field. Note: This person will be first point of contact with whom IRON Service Global will coordinate arrival. Jobsite Contact (Email) - End • User or Ship To Type the E-Mail ID of End User of Ship-To in this field. Note: This E-Mail ID is used by IRON Service Global to coordinate arrival. Jobsite Contact (Phone) - End User or Ship To • Type phone number of End User or Ship-To in this field. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Note: This phone number on which IRON Service Global will reach out to coordinate arrival of engineer. 3. Enter reference case number (Client Case Number or Purchase Order Number) in the Case Reference (Partner Case Number) field in the (3a) Case Details tab. Note: This number will be used for reporting and billing references. 4. Type the short summary related to the case in the Case Title (Summary) field in the (3a) Case Details tab. 5. Type the detailed case description in the Case Description (Details) text box in the (3a) Case Details tab. 6. Type special instruction related to the case, if any, in the Special Instruction for Service Engineer (Private Message) text box in the (3a) Case Details tab. Note: Here, users can type instructions for “Field Service Engineer”, which are not part of Custom Work Instructions. 7. Choose the next step: If you want to… Create Standard Service Profile (Default) Then… 1. Select the Create Default Incident: Standard Service Profile option. Note: When you select the Create Default Incident: Standard Service Profile, the standard service profile is selected against this case. Stand Service Profile uses preset Program Default. Create Custom Service Profile 1. Select the Create Custom Incident: Custom Service Profile Request option to create your own “custom service profile” per incident. The Create Case screen updates with Create Custom Incident: Custom Service Profile Request fields allowing you to select Talent Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Type, Talent Level, and SLA Priority differing from the Program’s Standard Incident Profile and specific for this case. 2. Select the required service type in the Service Type drop-down list. Tip: You can any of the following type of services: • Desk-side Support • IMAC • Break/Fix Service 3. Select the relevant talent type in the Service Engineer (Talent Type) drop-down list. Tip: You can select following talent types, subject to availability for a given jobsite location: • Field Services EUC Deskside Support • Field Service Server/Storage HW B/F Support • FTE-FEEUC-TEC-MSFT • Field Service Network Support 4. Select the appropriate expertise level of engineer in the Service Engineer (Expertise Level) drop-down list. Tip: You can select the following levels of technical expertise, subject to availability for a given jobsite location: • Level 1 (L1) • Level 2 (L2) 5. Select the correct SLA in the Service Dispatch Priority (SLA Requested) drop-down list. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Tip: You can select the following dispatch priorities, subject to availability for a given jobsite location: • P1 (SBD4H), Same Business Day - 4 Hours • P3 (NBD), Next Business Day • P4 (2BD), 2 Business Days • P5 (3BD), 3 Business Days • P6 (5BD), 5 Business Days 6. Select the duration of event application for maintenance in the Maintenance Event Duration (PPM* Hours) drop-down list. 7. Select the required number of service engineers in the Number of Service Engineers? drop-down list. 8. Choose the next step: If you want to… Then… Request for Customer Appointment Select the Customer Appointment Setup Request Setup (Call Customer) (Iron Service Global to Call Customer) option. Note: Here, a request is sent to Iron System to call End-Customer and setup an appointment. Request for SLA Priority: SBD Select Dispatch Now (SLA Priority: SBD) option for same business day dispatch. This is a Same Business Day (SBD) premium service contract option. Pre-Schedule an Appointment Select the Pre-Scheduled Appointment (Enter Date/Time (Local Time Zone) below) option if your Service Desk has already setup an appointment with End-Customer. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential To pre-schedule your appointment, follow the below steps. 1. Type or select the Customer Appointment Schedule (Start) Date in the Pre-Schedule Customer Appointment Schedule (Start) Date field. Tip: Click anywhere in the field and then select the date from the calendar that displays. 2. Type or select Customer Appointment Schedule Start Hour in the Pre-Schedule Customer Appointment Schedule (Start) Hour field. 3. Type or select Customer Appointment Schedule Start Minute in the Pre-Schedule Customer Appointment Schedule (Start) Minute field. 9. Click the File Upload button in the File Upload tab to upload any relevant document required in this case. 10. Click the Review & Confirm button to review and confirm the details before case creation. Note: Review the Order Summary section on the right side for accuracy prior to new case submission before confirming the case creation. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 5 Service Manager The purpose of Service Manager is to make the service management easier and efficient. This module of the PMS……. More information will be added at a later stage. 5.1 Service Manager Console (PMS) The Case List view provides a single unified listing of all cases created for a given partner in the Serviceo system. Here, users can perform text-based case searches, and can filter the case list by Program Name, Region, Country, Jobsite Location, Order Type, and Date Range. To view the Order List (PMS), perform the following steps: 1. Click the Service Manager located next to the PMS Home icon and then click the Service Manager Console (PMS) to access the order list. Service Manager → Service Manager Console (PMS): The Service Manager Console (Order List) screen appears with auto-populated Account Name in the Account drop-down list as shown in Figure 5.1. Figure 5.1: Service Manager Console (Order List) screen Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Note: The Account name (Company name) in the Account drop-down list is auto-selected. Tip: Click the icon to refresh the Orders-list screen. Click the icon in the upper right- corner to select or clear the Column Name check boxes as per requirements. 2. Select the relevant program in the Program drop-down list for which you want to view order list. The Order List gets updated on the Service Manager Console (Order List) screen for the corresponding “Program” if the selected Program has orders. 3. Select the appropriate values in the different search fields to narrow down your search results. 4. To further narrow down your search results and viewing options, click the More Filters button. The Service Manager Console (Order List) screen updates with more search fields as shown in the below figure: 5. Select Date Range in the From and To Date fields and then click the Search button for viewing orders within the purged date range. Tip: Click anywhere in the From and To fields and then select date on the calendar that appears. Click the Less Filters to hide extra fields that appear after clicking on the More Filters button. If you want to reset search criteria, click the Reset Search Filter button. The Service Manager Console (Order List) screen updates with records as per selected date range as shown in Figure 5.2. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Figure 5.2: Service Manager Console (Order List) screen – Search Results Tip: You can search any specific order by typing the relevant values in the different search fields. Click the Clear Search button to clear the fetched records on the screen. Click the icon in the upper right-corner to select or clear the Column Name check boxes as per requirements. 6. Click the + (plus sign) to view order details in expanded form. The Order Details appears in expanded form as shown in the figure below: Tip: Click the – (minus sign) to close the expanded form. 7. Click the PMS Case ID (Status) link next to the + (plus sign) to view case details. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential The Case Details screen appears as shown in Figure 5.3. Figure 5.3: Case Details screen Note: The Case Details screen displays with Order Details, Hardware, Ship Logistics, Service Contract, Billing, Worker, Messaging tabs. The Order Details tab display by default. The Order Details tab comprises of PMS Case and Work Order tabs. In the left side of screen, under Job Manager section, there are three tabs, namely Activity Feed, Receipt, and Summary tabs appear. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Case Details screen supports the following key features: Service Manager Details View – Standard Features List 1 2 3 4 Order Details PMS Case Partner Management System (PMS) Case, the master reference number used for all communications with IRON Service Global service agents, and Billing. Work Order Work order, available only for “custom incidents”. Worker Info Field Service Engineer (FSE) Name and Phone Number. Appointment Worker Scheduling Information. Worker Messaging Case Messaging Console. Order Activity Feed Case Activity Update: (1) New Case Creation (2) Case Comment Update (3) Case Status Update (4) Appointment (5) Worker (FSE) Assignment. Receipt Copy of the original “create case” web form for reference. Job Manager Summary Overview of Service Delivery Status. 8. Click the Messaging tab to open case messaging console. Refer Figure 5.3. The Case Messaging Console appears as shown below: Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 9. Select the relevant case/job in the Select Case/Job drop-down list in the Add New Case Comment tab. 10. Type your comment for Iron Service Agent in the text box. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Note: This text box supports up to 1,000 characters per comment. 11. Click the Submit Case Comment button to send the comments. Tip: Click the Reset button to change/modify entered comments. 5.2 Activity Feed Console (PMS) The Activity Feed Console logs the consolidated list of all activities/events. It provides centralized view of all cases updates in the PMS System. The list of activity includes any updates to PMS case status, case messages, appointment date, worker Contact information. To view the Activity Feed Console (PMS), perform the following steps: 1. Click the Service Manager located next to the PMS Home icon and then click the Activity Feed Console (PMS) option to access the Activity Feed Console. Click Service Manager → Activity Feed Console (PMS) The Service Manager - Activity Feed Console (PMS) screen appears with auto-populated Account Name in the Account drop-down list as shown in Figure 5.4. Figure 5.4: Service Manager - Activity Feed Console (PMS) screen Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Tip: Click the icon to refresh the Service Manager - Activity Feed Console (PMS) screen. 2. Select the relevant program in the Program drop-down list for which you want to view Case Activity list. The Activity Feed gets updated on the Service Manager - Activity Feed Console (PMS) screen for the corresponding “Program” if the selected Program has case orders. 3. Select the appropriate values in the different search fields to narrow down your search results. 4. To further narrow down your search results and viewing options, click the More Filters button. The Service Manager - Activity Feed Console (PMS) screen updates with more search fields as shown in the below figure: 5. Select Date Range in the From and To Date fields and then click the Search button for viewing Case Activity within the purged date range. Tip: Click anywhere in the From and To fields and then select date on the calendar that appears. Click the Less Filters to hide extra fields that appear after clicking on the More Filters button. If you want to reset search criteria, click the Reset Search Filter button. The Service Manager - Activity Feed Console (PMS) screen updates with records as per selected date range as shown in the below figure: Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Tip: You can search any specific Case Activity by typing the relevant values in the different search fields. Click the Clear Search button to reset search criteria. Click the icon in the upper right-corner to select or clear the Column Name check boxes as per requirements. 6. Click. the + (plus sign) to view Case Activity details in expanded form. Tip: Click the – (minus sign) to close the expanded form. 7. Click the PMS Case ID (Status) link next to the + (plus sign) to view. The Case Details screen appears as shown in Figure 5.5. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Figure 5.5: Case Details screen Note: The Case Details screen displays with Order Details, Hardware, Ship Logistics, Service Contract, Billing, Worker, Messaging tabs. The Order Details tab display by default. The Order Details tab comprises of PMS Case and Work Order tabs. In the left side of screen, under Job Manager section, there are three tabs, namely Activity Feed, Receipt, and Summary tabs appear. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Case Details screen supports the following key features: Service Manager Details View – Standard Features List 1 2 3 4 Order Details PMS Case Partner Management System (PMS) Case, the master reference number used for all communications with IRON Service Global service agents, and Billing. Work Order Work order, available only for “custom incidents”. Worker Info Field Service Engineer (FSE) Name and Phone Number. Appointment Worker Scheduling Information. Worker Messaging Case Messaging Console. Order Activity Feed Case Activity Update: (1) New Case Creation (2) Case Comment Update (3) Case Status Update (4) Appointment (5) Worker (FSE) Assignment. Receipt Copy of the original “create case” web form for reference. Job Manager Summary Overview of Service Delivery Status. 8. Click the Messaging tab to open case messaging console. Refer Figure 5.5. The Case Messaging Console appears as shown below: Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 9. Select the relevant case/job in the Select Case/Job drop-down list in the Add New Case Comment tab. 10. Type your comment for Iron Service Agent in the text box. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Note: This text box supports up to 1,000 characters per comment. 11. Click the Submit Case Comment button to send the comments. Tip: Click the Reset button to change/modify entered comments 5.3 Service Manager Dashboard (PMS) The Service Manager Dashboard (PMS) allows you to view and analyze the cumulative data that provides the status of your Cases and other important details. The Dashboard also displays status of cases in graphics on a single screen in real time environment. It pulls relevant information in real time that helps you to view key information. This is the place where you get real time status of cases as per Jobsite Country. This capability allows you to make quick analysis. This Dashboard also allows to use filters tab to narrow down your PMS Chart report and viewing option. Here, you can also download entire data in the Excel format. To access Service Manager Dashboard (PMS). Perform the following steps: 1. Click the Service Manager located next to the PMS Home icon and then click the Service Manager Dashboard (PMS) option to view the dashboard. Click Service Manager → Service Manager Dashboard (PMS): The Service Manager: Service Manager Dashboard (PMS) screen appears with the Accounts, Filters, and Search tabs in the left side of the screen and the PMS Charts and Download tabs in the middle of the screen. Refer Figure 5.6. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Figure 5.6: Service Manager: Service Manager Dashboard (PMS) screen Note: The Service Manager: Service Manager Dashboard (PMS) screen displays the dashboard for the Account, you log on to the Serviceo. The PMS Chart tab displays the total number of cases created in the Serviceo System in graphics. It also displays the number of cases by their record type. 2. Click the Filters tab to narrow down your viewing option in the left side of the screen. Refer Figure 5.6. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential The Service Manager: Service Manager Dashboard (PMS) screen appears with Filters tab options containing the Programs, Regions, and Jobsites tabs. The Programs tab displays by default. Refer Figure 5.7. Figure 5.7: Service Manager: Service Manager Dashboard (PMS) screen – Filters tab Tip: The Service Manager: Service Manager Dashboard (PMS) screen displays the PMS Chart for all programs, because in the Programs tab, All Programs option is auto-selected when you click the Filters tab. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 3. Select the Program Number for which you want to view PMS Chart in the Filters tab. Tip: As you select the Program Number in the Filters tab, the PMS Chart tab updates with records of the selected Program Number. 4. Click the Regions tab and then select the Region for which you want to narrow down your viewing option. 5. Click the Jobsites tab and then select the Jobsites for which you want to view the chart. Tip: The Service-manager screen gets auto-refreshed with each selection. 6. Click the Search tab in the left side of the Service-manager screen to view Case-specific PMS Chart. Refer Figure 5.6. The Service Manager: Service Manager Dashboard (PMS) screen updates with Search Filters tab in the left side of the screen as shown Figure 5.8. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Figure 5.8: Service Manager: Service Manager Dashboard (PMS) screen – Search tab 7. Type the case number for which you want to view PMC Chart in the Case Number field. 8. Type the partner case number in the Partner Case Number field. 9. Select the relevant Service Resolution Status in the Dispatch Service Resolution Status – FSE drop-down list. Tip: There are four Dispatch Service Resolution Status states: • New - • In-Progress - • Resolved - Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential • Closed - 10. Select the country in the Country drop-down list. 11. Select the date range in the From and To fields and then click the Search button to view records. Tip: Click anywhere in the From and To fields and then select the dates on the calendar that displays. Click the Reset button to reset the search criteria. 12. Click the Download tab to download entire data in the Excel format. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 6 Setup This module provides key functionalities overview related to self-managing Global Jobsite Location, including creating new jobsite registration requests. 6.1 Jobsite Setup (PMS) Here, you can configure Jobsite Setup, view existing Jobsite Locations, update a Jobsite Location, and create a new Jobsite Location. In the Serviceo, a new Jobsite can be added to Program location list through the following ways: • Enter Address and Search for Nearby Service Zone • Select a preferred Nearby Service Zone to Create a New Jobsite To access Jobsite Setup screen for PMS, perform the following steps: 1. Click the Setup located next to the PMS Home icon and then click the Jobsite Location (PMS) option at the top of the home page. Click Setup → Jobsite Location (PMS): The Jobsite-setup screen appears as shown in Figure 6.1. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Figure 6.1: Jobsite-setup screen Note: The Jobsite-setup screen appears with the Account section at the left side of the screen. It displays a list of partners including their login, ID and other details. In the right side of the Jobsite-setup screen, the Summary section is being displayed that contains Program Information and Jobsite Location Map tabs. The Summary section lists program information for the selected Partner along with its Jobsite Location details on the Map. Tip: Click the Account name next to the Select column in the Account section to view Account Details. Click the Program Number next to Action column in the (1) Select Program tab to view the program details. 6.1.1 Viewing Jobsite List Here, you can view the list of all Jobsite Locations pre-configured for a given program. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Click Setup → Jobsite Location (PMS); and then perform the following steps on the Setup: Manage Jobsite (PMS) screen. Refer Figure 6.1. 1. Select the program in the (1) Select Program tab for which you want to view Jobsite Locations. The Jobsite-setup screen updates with (2) Manage Jobsites: Select Action tab as shown in Figure 6.2. Figure 6.2: Jobsite-setup screen - (2) Manage Jobsites: Select Action tab Tip: As you select the Program in the (1) Select Program tab, the program details, including Program, Program Code, and Number of Jobsites for the program, get updated in the Program Information tab in the Summary section. The Jobsite Location Map also gets changed with the selection of Program in the (1) Select Program tab. 2. Select the Jobsite List (view only) in the (2) Manage Jobsites: Select Action tab. Refer Figure 6.2. The Jobsite-setup screen updates with a list of all Jobsites which are linked with the selected program as shown in Figure 6.3. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Figure 6.3: Jobsite-setup screen - All Jobsites tab Note: Here, you can view the list of all the jobsites that are linked to the selected program and the detailed information about all the jobsites. The jobsite list includes the following fields: a) Jobsite Code b) Country c) City d) Address Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 6.1.2 Updating Existing Jobsite Location Here, users can edit the Contact Information to keep Jobsite detail updated. You can also manage the status of the Jobsite location by assigning Active/Passive/Archived status. To update or edit existing Jobsite Location details, perform the following steps: 1. Select the program in the (1) Select Program tab whose jobsite location you want to update. Refer Figure 6.3. 2. Select the Update Existing Jobsite Location option in the (2) Manage Jobsites: Select Action tab. The Jobsite-setup screen updates with the Default Profile and List of all available Jobsites tabs as shown in Figure 6.4. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Figure 6.4: Jobsite-setup screen – List of Available Jobsites tab Tip: The List of all available Jobsites tab is composed of four tabs: • The Active tab holds all available jobsites that are in Active state. • The Passive tab holds all available jobsites that are in Passive state. • The Archived tab contains all those jobsites that are less frequently used. • The All tab displays all available jobsites irrespective of their states. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 3. Click the Edit link of the Jobsite to update jobsite location details. It will take you to the Manage Jobsite pop-up to make changes as shown in Figure 6.5. Figure 6.5: Manage Jobsite pop-up 4. Make the relevant changes in the contact fields you want to make and then click Save button to update the changes. Tip: Click the Close button to discard the changes. Note: Fields in red color are mandatory. 6.1.3 Creating New Jobsite Location by Selecting Nearby Service Zone You can add a new Jobsite to Program location list using two simple steps: • Enter Address and Search for Nearby Service Zone • Select a preferred Nearby Service Zone to Create a New Jobsite Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential To add a new jobsite location, perform the following steps: 1. Select the program in the (1) Select Program tab to which you want to add new jobsite location by selecting nearby available service zone. Refer Figure 6.2. 2. Select the Create New Jobsite Location (Select Nearby Service Zone) option in the (2) Manage Jobsites: Select Action tab. The Jobsite-setup screen updates with the Create New Jobsite tab as displayed in Figure 6.6. Figure 6.6: Jobsite-setup screen - Create New Jobsite Note: Fields marked with asterisk are mandatory. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 3. Select the country name in the Country drop-down list. 4. Select the state or province in the State/Province drop-down list. 5. Type the postal code of the area in the Zip/Postal Code field. 6. Type the name of city in the City field. 7. Type the street name in the Street field. 8. Click the Search Nearby Service Zone (By Distance) button to search the nearest location. The Jobsite-setup screen updates with the Select Service Zone Location tab is displayed at the bottom of the screen as displayed in Figure 6.7. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Figure 6.7: Jobsite-setup screen – Service Zone Location Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 9. Select the location in the Select Service Zone Location tab and then click the Create Jobsite button to create new jobsite location for the program. Note: A newly created jobsite will be added to the list of program jobsites, the status will be marked as “Activation Pending”. However, the jobsite will be visible in Create Case Jobsite list. 6.1.4 Creating New Jobsite Location by Uploading the Jobsite List -------This option is not available----- 6.2 User Management (PMS) -------Currently this option is not available----- will be updated in next version. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 7 Programs The Programs is the place where you will be able to access the detailed view of all listed programs associated with an Account. Here you can also view approved project vendors and project workers. It primarily provides access to the all listed Service Catalogue (Price List) that have already been brought/stored in the Serviceo. This module is not designed to enter any records but to only view the records which have been stored in the System. Here, you can also locate all service providers, which are listed with the Iron Systems. The Programs module comprises three sub-modules, namely Programs, Service Catalog (Price List), and Service Locator (PMS). 7.1 Programs The Programs interface lists the details of Programs, Project Vendors, and Project Workers. To access the Program Profile, perform the following steps: 1. Click the Programs located next to the PMS Home icon and then click Programs Profile to access the Program Profile. Click Programs → Programs Profile: The Programs Profile screen displays as shown in Figure 7.1. Figure 7.1: Programs Profile screen Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 2. Select the Program number in the (1) Select Program tab to view detailed program profile. The Programs Profile screen updates with tabs, (2) Program Details: Jobsite Service Type, (3) Approved Project Vendor View, and (4) Project Worker View for corresponding “Program” as shown in the below figure: Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Tip: Click the icon in the upper right-corner of tabs and then select or clear the Column Name check boxes from the list as per requirements. Select the number you want to view in the Limit drop-down list. Click the First button.to view records displayed on the first page, Previous button to view previous records, Next button to move to the next page, and the Last button to go to the last page. 7.2 Service Catalogue (Price List) (PMS) This module allows you to view service catalogue and search the most complex service catalogue (price list) with ease. Here, you will be able to search the price list of services by applying different search criteria. To view and search the Service Catalogue (Price List), perform the following steps: 1. Click the Programs located next to the PMS Home icon and then click Service Catalogue (Price List) (PMS) option to access pricelist screen. Click Program → Service Catalogue (Price List) (PMS): The Programs: Service Catalog (Price List) screen appears as shown in Figure 7.2. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Figure 7.2: Programs: Service Catalog (Price List) screen Tip: Click the button to download the Price List in the Excel format. Click the icon in the upper right-corner of tabs and then select or clear the Column Name check boxes from the list as per requirements. Click the First button.to view records displayed on the first page, Previous button to view previous records, Next button to move to the next page, and the Last button to go to the last page. 2. Select the program name for which you want to search price list in the Program Name dropdown list in the Search Filter tab. Note: As you select the Program Name in the Program Name drop-down select list, the PriceList field gets updated. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 3. Select the service engineer talent type in the Service Engineer Talent Type drop-down list. 4. Select the technical level of selected service engineer in the Service Engineer (Technical level) drop-down select list. 5. Select the coverage hours in the Coverage Hours drop-down list. 6. Select the SLA priority in the Dispatch SLA Priority drop-down list. 7. Select the country in the Country drop-down select list. 8. Click the Search button to fetch the records based on selected search criteria. The Price List tab on the Programs: Service Catalog (Price List) screen updates with records as shown in Figure 7.3. Figure 7.3: Pricelist screen – Price List tab Tip: Click the Reset button in the Search Filter tab to reset the search criteria. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 7.3 Iron Global Service Locator (PMS) This module allows you to easily search, identify and connect all available active 3PS and 3PL service providers in any region. You will also be able to detect service providers’ location, identify service providers in the vicinity with markers on the map. Iron Service Global serves various locations globally. There are two types of service provider available in the serviceo. • 3PS – • 3PL – To locate global service providers, perform the following steps: 1. Click the Programs located next to the PMS Home icon and then click IRON Global Service Locator (PMS) option to Coverage-map screen. Click Programs → IRON Global Service Locator (PMS): The Coverage-map screen appears as shown in Figure 7.4. Figure 7.4: Coverage-map screen Note: The Coverage-map screen displays Account section in the left side and 3PS and 3PL tabs in the right side of the screen. The 3PS tab displays by default. Refer Figure 7.4. The Account section displays a list of partners including their login, ID and other details. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Placing the pointer over the icon on the map displays the location code and complete address of the service providers. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 8 Billing The Billing module contains billing related information entered by authorized users. The Billing Dashboard allows you to view and analyze the cumulative data of detailed invoice. It also displays Sales invoice in graphics on a single screen. It pulls relevant information in real time that helps staff to view key information. This capability allows you to make quick and the spot decision. The Billing Dashboard also allows to select column name for which you want view data on the dashboard. 8.1 PMS Billing (Invoice) Dashboard To access PMS Billing (Invoice) Dashboard, perform the following steps: 1. Click the Billing located next to the PMS Home icon and then click the PMS Billing (Invoice) Dashboard. Click Billing → PMS Billing (Invoice) Dashboard: The Billing-manager screen appears as shown in Figure 8.1. Figure 8.1: Billing-manager screen Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential Tip: Click the Partner name link in the Account section to view the account details. Click the icon in the upper right-corner to select or clear the Column Name check boxes as per requirements. 2. Click the Sales Invoice link next to the Partner Name to view invoice details in graphics. It will take you to the Billing details screen as shown in Figure 8.2. Figure 8.2: Billing Details screen Tip: The Billing tab displays five tabs, namely Partner Info, Sales Order, Timecard, Sales Invoice and Payment tabs. The Sales Order tab displays by default. Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 9 File Manager The File Manager module enables you to manage files which are uploaded in support of different departments. To upload file, perform the following steps: 1. Click the Setup located next to the PMS Home icon and then click the Jobsite Location (PMS) option at the top of the home page. The File-manager screen is displayed as shown in Figure 9.1. Figure 9.1: File-manager screen Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101 Partner Management System (PMS) User Guide V 0.1 Confidential 10 Table of Figures It presents the list of figures and their page numbers used in this document for quick reference. Figure 2.1: Login page ................................................................................................................................... 5 Figure 2.2: PMS home page .......................................................................................................................... 6 Figure 3.1: Admin page ................................................................................................................................. 8 Figure 4.1: New Dispatch FSE Order Request Form (Customersite) screen ............................................... 14 Figure 5.1: Service Manager Console (Order List) screen ........................................................................... 24 Figure 5.2: Service Manager Console (Order List) screen – Search Results................................................ 26 Figure 5.3: Case Details screen ................................................................................................................... 27 Figure 5.4: Service Manager - Activity Feed Console (PMS) screen ........................................................... 30 Figure 5.5: Case Details screen ................................................................................................................... 33 Figure 5.6: Service Manager: Service Manager Dashboard (PMS) screen .................................................. 37 Figure 5.7: Service Manager: Service Manager Dashboard (PMS) screen – Filters tab .............................. 38 Figure 5.8: Service Manager: Service Manager Dashboard (PMS) screen – Search tab ............................. 40 Figure 6.1: Jobsite-setup screen ................................................................................................................. 43 Figure 6.2: Jobsite-setup screen - (2) Manage Jobsites: Select Action tab ................................................. 44 Figure 6.3: Jobsite-setup screen - All Jobsites tab ...................................................................................... 45 Figure 6.4: Jobsite-setup screen – List of Available Jobsites tab ................................................................ 47 Figure 6.5: Manage Jobsite pop-up ............................................................................................................ 48 Figure 6.6: Jobsite-setup screen - Create New Jobsite ............................................................................... 49 Figure 6.7: Jobsite-setup screen – Service Zone Location .......................................................................... 51 Figure 7.1: Programs Profile screen ............................................................................................................ 53 Figure 7.2: Programs: Service Catalog (Price List) screen ........................................................................... 57 Figure 7.3: Pricelist screen – Price List tab.................................................................................................. 58 Figure 7.4: Coverage-map screen ............................................................................................................... 59 Figure 8.1: Billing-manager screen ............................................................................................................. 61 Figure 8.2: Billing Details screen ................................................................................................................. 62 Figure 9.1: File-manager screen.................................................................................................................. 63 Corporate Headquarter: 980 Mission Court, Fremont, CA 94539, USA. Phone: +(1) 408-895-8000, Fax: +(1) 408-943-8101
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