Decisiv Support

Use the SRM Platform More Effectively

At Decisiv, customer support is a core part of our company mission. In addition to the support function embedded within the SRM platform, we’ve created support videos and webinars to help you get more value from SRM.

You can also email support@decisiv.com with questions or requests for additional support materials.

Support Videos for Fleets

Decisiv SRM Support Videos for Fleets


  • Accessing Fleet Case History
    Having access to prior case history is key when trying to plan maintenance schedules, and keep track of previous repairs. Each DSMP case created is stored under the unit’s profile. Decisiv users can access and view previously created cases by first searching for the unit. Upon locating the desired unit its history can be accessed from both the Cases for vehicle Screen as well as the Show Vehicle Screen.
  • Adding and Removing Fleet Assets
    Taking advantage of the asset management features in the administrative area puts the fleet user in complete control of each Decisiv asset profile. Located within the Administrative Tools area is the Add Vehicle feature. Utilizing this area of the platform will enable admin users to add new assets, edit existing ones, and remove older assets that are no longer part of the fleet.
  • Adding Fleet Assets
    By using the Add Vehicle feature available through the Admin area of the platform fleet users can add assets to their DSMP fleet profile. When entering the serial or full VIN numbers into the Add Vehicle search field, if the searched vehicle doesn’t currently reside under another fleets profile then users will have the option to add it to theirs. If the searched vehicle is currently attributed to another fleets profile, users will have direct access to the contact Decisiv and request a transfer.
  • Cancelling a Service Request
    Decisiv Fleet users have the ability to cancel Service Requests in the event the service is no longer required or another case is handling the request.
  • Case Attachments Feature
    Fleet users have the ability to attach documents such as contract maintenance agreements, pictures of failed parts, and check in forms as they pertain to a particular assets profile or within cases. Attaching files directly within cases helps to keep them in context within the repair, as well as to share with services providers. In addition, this eliminates having to use other additional devices outside of the platform to transfer information.
  • Cases in Progress Feature
    Using the Case in Progress feature helps to reduce the chances of duplicated requests. The Case in Progress feature is located on both the Show Vehicle and Request for Services screens. When searching for an asset in which a request for service is desired to be sent, users can confirm and view open cases on the searched asset before sending the request.
  • Catering the All Cases Screen
    Do you need to remove or add information to the All Cases Screen to better manage your service events? Clicking on the ‘gear’ icon allows you to select just the columns that are pertinent to you. Column titles, such as ‘PO#’, ‘Assign To’, and ‘Follow Up Time’ can be selected or de-selected to change your view of service events. The order of the column titles can also be changed by clicking the up/down icon and drag-dropping the title into the desired order.
  • Contacting the Decisiv Professional Services Team
    DSMP Fleet users can contact the Decisiv Professional Services Team with their questions or comments through the Help Button located at the top of all major screens within the platform. Clicking the Help Button will activate the yellow information bar which has a Contact Us link within its message. Upon clicking the Contact Us link users will be placed on the Contact Support screen where they can enter their submission and send it.
  • Favorite Service Locations
    Located in the service location search screen is the Favorite Locations Feature. Using this functionality will enable Decisiv Service Fleet Platform users the ability to quickly identify and request service from their frequently used service locations. Once a location has been added to the Favorite Locations drop down menu it will be stored there and will be available for use with future requests for service.
  • Forgot Password Feature
    Have you forgotten your password? Using the Forgot Password feature along with the email address associated with ones user profile will enable an email notification to be sent. Once received users will find steps to reset their login password along with a link that takes them directly back to the Portal Login Screen. Users can also contact the Decisiv Services Team directly to request password resets at 804-762-4153 X 2 or by email at support@decisiv.com.
  • Navigating Recipient Groups in the Notes Section
    The Notes section provides Decisiv Fleet users a multitude of Groups containing different Recipients that can be communicated with. This video demonstration will cover how to navigate between Groups and their corresponding Recipients.
  • Provider Search Profile
    The provider search profile allows service locations to advertise the services they offer from within the platform. By updating their “Services Provided” page, service locations can assist customers in narrowing the search results.
  • Quick Action Buttons
    Decisiv Fleet Users now have access to Quick Action buttons to approve and decline the estimate provided by the servicing location. These actions will be recorded within the case notes along with automatic status changes.
  • Recording Outside Communication in Your Decisiv Case
    The notes section within any Decisiv Case is a great way to keep track of conversations regarding the repair event that happened to take place outside of the already provided Notes section. Sending notes to the service location or internal notes using phrases like “Per our conversation…” is a great way to keep that piece of communication recorded for others that may be involved and need to stay informed.
  • Reply by Email with Attachments
    Decisiv users can reply directly to received email notifications, and attach documents to them. The replying message will be placed directly into the case at hand. If the Decisiv user decides wishes to attach any file to the replying email, that file will be placed inside the case as well.
  • Sending a Request to a Service Location Outside of the Decisiv Network
    While the Decisiv Network offers a multitude of established Service Locations where requests can be sent, the Request Service For Screen provides the user the ability to add additional locations.
  • Sending External & Internal Case Notes
    Is your fleet looking for a better way to keep track of details surrounding service cases? Utilizing the notes area to communicate External as well as Internally helps to keep all Decisiv case details in a centralized area. Date and time stamped External and Internal Communications also help to create accountability, and help to keep all involved parties up to date.
  • Service Request Screen
    The Service Request Screen now provides users the ability to request a specific appointment time on top of the standard complaint and note. Additionally, the user can add VMRS coding, purchase order number, authorization number, attachments and additional details in the provided fields.
  • The Case Information Screen
    Keeping additional case information such as Driver, Breakdown location, and Primary Contact information within the same location is important. Capturing and saving this information on the Decisiv Case Info screen will update the Viewing Case Screen keeping all pieces of needed information centrally located.
  • The Case Status Feature
    Decisiv Fleet users have the ability to set Case Statuses from within each Case as well as from the All Cases or Dashboard screen. These Statuses can be used to further sort and filter the All Cases screen allowing the user better management of current and completed service events. Click on the screen shot above to learn how Case Statuses can be set and filtered!
  • The Depot Column
    Fleet users managing multiple depots within their fleet profile now have a new way to monitor their existing cases and requests from the All Cases screen. The new Depot Column can now be added using the gear icon in the All Cases Section as well as the Requested Service Section. This column also provides the ability to filter the all cases screen based upon the depot(s) in which the particular unit belongs to.
  • The Depot Management Area
    Curious where to access all currently loaded assets within your fleet profile? Decisiv users have the ability to access the Depot Management area and manage any depots currently set up, as well as view all assets attributed to their fleet profile. To access from any screen, simply click the Admin button in the upper right and then click the Depot Management link inside the Administrative Tools section. Watch the short video below to learn how to access and navigate the Depot Management area.
  • The ETR Field (Estimated Time of Repair)
    Decisiv Service Locations can provide an Estimated Time of Repair on the associated case that is displayed from the viewing case screen as well as the All Cases screen. The ETR field is a great way to organize all of your repair events especially from the All Cases screen. Simply add the ETR column to your screen and the column can even sort based off of this field as well. It is best practice, if the Service Location does not provide the ETR, to request the field be populated during the approval process.
  • The Funnel Feature
    Located on the All Cases Screen at the top of the Status, Vehicle Information, and the Service Location Columns are the Funnel Icons. When clicking any of the available Funnel Icons users are presented with a drop down list of possible selections. Placing a check mark icon in the empty box next to the desired selection on the drop down list and clicking the save button will filter the All Cases Screen to only show cases based off the users selection. This is a good way to scale back the amount of cases being shown on your All Cases Screen and track the ones that are pertinent to you.
  • The Parts Search Feature
    Fleet users now have the ability to search for cases based off of the parts used. Located on the fleet search screen is the new parts search feature. By entering either a part name or number users can search cases that have been associated with the searched part information. The returned search results will provide users access to additional areas of asset and case information as well.
  • The Saved Response Feature
    The Saved Response Feature is a time saving tool available throughout multiple screens in the Decisiv application. The user is provided the ability to create a saved response for quick insert into the notes section of the case, the request notes and even the complaint field.
  • The Show Estimate Feature
    Each time a service location updates an estimate within a case, Decisiv stores a new PDF version. This helps users to keep track and quickly reference each version as well as to see the progression of the Decisiv case. To access any available estimate versions from within a case click on the Show Estimate Button located in the upper right area of the Viewing Case screen.
  • The User Profile Screen
    From the Portal screen, any user can click the My Profile button to access their user profile. Within the profile screen; name, address, email, and phone numbers among many other details can be edited, updated and saved. Passwords and notification preferences can also be updated.
  • Updating the Email Template
    From the Email Templates screen located under the Admin Tab, users can choose their company display name for system emails. By default, the Display Name is set to Decisiv. When changing this name be sure to exclude the use of characters other than letters, numbers and white space.
  • VMRS and Operation Description Search Feature
    Located on the fleet search screen is the new Operations/VMRS Search feature. By entering either a VMRS code or an operation description users can search cases that have been associated with the searched operation. Utilizing this new search feature will also enable users to add VMRS coding to un-coded operations and edit existing VMRS coded operations.

Mack/Volvo ASIST Support Videos for Fleets


  • Accessing Case History
    Having access to prior case history is key when trying to plan maintenance schedules, and keep track of previous repairs. Each ASIST case created is stored under the unit’s profile. ASIST users can access and view previously created cases by first searching for the unit. Upon locating the desired unit its history can be accessed from both the Cases for vehicle Screen as well as the Show Vehicle Screen.
  • Accessing Case History on the Show Vehicle Screen
    Having access to prior ASIST case history is key when trying to plan maintenance schedules, and keep track of previous repairs. Each case created is stored under the unit’s profile. ASIST users can access and view previously created cases by first searching for the unit, then clicking on the serial number link. Upon locating the desired unit its case history, in progress cases and active recalls can be accessed directly from the Show Vehicle Screen.
  • Adding and Removing Assets
    Taking advantage of the asset management features in the administrative area puts the fleet user in complete control of each ASIST asset profile. Located within the Administrative Tools area is the Add Vehicle feature. Utilizing this area of the platform will enable admin users to add new assets, edit existing ones, and remove older assets that are no longer part of the fleet.
  • Adding and Removing Users
    Users who have administrative permissions will have access to the users list for their location. Located on the Portal screen next to the location name is the Manage Link. Clicking the Manage link will place admin users in the area where new users can be added, and existing users removed if necessary.
  • Adding Fleet Assets
    By using the Add Vehicle feature available through the Admin area of the platform fleet users can add both Mack and Volvo assets to their ASIST fleet profile. When entering the serial or full VIN numbers into the Add Vehicle search field, if the searched vehicle doesn’t currently reside under another fleets profile then users will have the option to add it to theirs.  If the searched vehicle is currently attributed to another fleets profile, users will have direct access to the contact Decisiv and request a transfer.
  • ASIST for NATLG Members
    NATLG Members have a wide range of additional features in the ASIST Platform that cater directly to Mack and Volvo Leasing and Rental operations.
  • Cancelling a Service Request
    Fleet users have the ability to cancel service requests in the event the service is no longer required or another case is handling the request.
  • Case Attachments Feature
    Fleet users have the ability to attach documents such as contract maintenance agreements, pictures of failed parts, and check in forms as they pertain to a particular assets profile or within cases. Attaching files directly within cases helps to keep them in context within the repair, as well as to share with services providers. In addition, this eliminates having to use other additional devices outside of the platform to transfer information.
  • Case Information Screen
    Keeping additional case information such as Driver, Breakdown location, and Primary Contact information within the same place as ASIST case information is important. Capturing and saving this information on the Case Info screen will update the Viewing Case Screen keeping all pieces of needed information centrally located.
  • Cases in Progress Feature
    Using the Case in Progress feature helps to reduce the chances of duplicated requests. The Case in Progress feature is located on both the Show Vehicle and Request for Services screens. When searching for an asset in which a request for service is desired to be sent, users can confirm and view open cases on the searched asset before sending the request.
  • Catering the All Cases Screen
    Do you need to remove or add information to the All Cases Screen to better manage your service events? Clicking on the ‘gear’ icon allows you to select just the columns that are pertinent to you. Column titles, such as ‘PO#’, ‘Assign To’, and ‘Follow Up Time’ can be selected or de-selected to change your view of service events. The order of the column titles can also be changed by clicking the up/down icon and drag-dropping the title into the desired order.
  • Contacting the Decisiv Professional Services Team
    ASIST Fleet users can contact the Decisiv Professional Services Team with their questions or comments through the Help Button located at the top of all major screens within the platform. Clicking the Help Button will activate the yellow information bar which has a Contact Us link within its message. Upon clicking the Contact Us link users will be placed on the Contact Support screen where they can enter their submission and send it.
  • Enhanced Notes Feature
    The enhanced notes feature now allows the user to send a single note to multiple recipients within different groups. The layout and look of the notes section has been enhanced as well.
  • Favorite Service Locations Feature
    Located in the service location search screen is the Favorite Locations Feature. Using this functionality will enable ASIST users to more quickly identify and request service from their regularly used service locations. Once a location has been added to the Favorite Locations drop down menu it will be stored there and will be available for use with future requests for service.
  • Forgot Password Feature
    Have you forgotten your password? Using the Forgot Password feature along with the email address associated with ones user profile will enable an email notification to be sent. Once received users will find steps to reset their login password along with a link that takes them directly back to the Portal Login Screen. Users can also contact the Decisiv Services Team directly to request password resets at 804-762-4153 X 2 or by email at support@decisiv.com.
  • Navigating Recipient Groups in the Notes Section
    The Notes section provides ASIST Fleet users a multitude of Groups containing different Recipients that can be communicated with. This video demonstration will cover how to navigate between Groups and their corresponding Recipients.
  • One-Off Service Location Responding to a Request for Service
  • Quick Action Buttons
    ASIST Fleet Users now have access to Quick Action buttons to approve and decline the estimate provided by the servicing location. These actions will be recorded within the case notes along with automatic status changes.
  • Recording Outside Communication in Your ASIST Case
    The notes section within any ASIST Case is a great way to keep track of conversations regarding the repair event that happened to take place outside of the already provided Notes section. Sending notes to the service location or internal notes using phrases like “Per our conversation…” is a great way to keep that piece of communication recorded for others that may be involved and need to stay informed.
  • Reply by Email with Attachments
    ASIST users can reply directly to received email notifications, and attach documents to them. Once the replying message has been sent, the attached document will be placed within the Attachments area of the Viewing Case Screen and the replying message in the Notes area.
  • Sending a Request to a Service Location Outside of the ASIST Network
    While the ASIST Network offers a multitude of established service locations where requests can be sent, the Request Service For Screen provides the user the ability to add additional locations.
  • Service Request Screen
    The Service Request Screen now provides users the ability to request a specific appointment time on top of the standard complaint and note.  Additionally, the user can add VMRS coding, purchase order number, authorization number, attachments and additional details in the provided fields.
  • Show Asset Screen Enhanced Layout
  • Subscribing Fleet User Introduction
    An ASIST subscription is included with the purchase of a new Mack or Volvo asset with coverage extending through the chassis warranty period.  ASIST allows owners to manage service and maintenance events through communication and visibility in the ASIST collaboration tool.  This video introduction covers logging into ASIST for the first time all the way through the ease of access in managing the first repair event.
  • The Case Status Feature
    ASIST Fleet users have the ability to set Case Statuses from within each Case as well as from the All Cases or Dashboard screen. These Statuses can be used to further sort and filter the All Cases screen allowing the user better management of current and completed service events.  Click on the screen shot above to learn how Case Statuses can be set and filtered!
  • The Depot Column
    Fleet users managing multiple depots within their fleet profile now have a new way to monitor their existing cases and requests from the All Cases screen. The new Depot Column can now be added using the gear icon in the All Cases Section as well as the Requested Service Section. This column also provides the ability to filter the all cases screen based upon the depot(s) in which the particular unit belongs to.
  • The Depot Management Area
    Curious where to access all currently loaded assets within your fleet profile? ASIST users have the ability to access the Depot Management area and manage any depots currently set up, as well as view all assets attributed to their fleet profile. To access from any screen, simply click the Admin button in the upper right and then click the Depot Management link inside the Administrative Tools section. Watch the short video below to learn how to access and navigate the Depot Management area.
  • The ETR Field
    ASIST Service Locations can provide an Estimated Time of Repair on the associated case that is displayed from the viewing case screen as well as the All Cases screen. The ETR field is a great way to organize all of your repair events especially from the All Cases screen. Simply add the ETR column to your screen and the column can even sort based off of this field as well. It is best practice, if the Service Location does not provide the ETR, to request the field be populated during the approval process.
  • The Funnel Feature
    Located on the All Cases Screen at the top of the Status, Vehicle Information, and the Service Location Columns are the Funnel Icons. When clicking any of the available Funnel Icons users are presented with a drop down list of possible selections. Placing a check mark icon in the empty box next to the desired selection on the drop down list and clicking the save button will filter the All Cases Screen to only show cases based off the users selection. This is a good way to scale back the amount of cases being shown on your All Cases Screen and track the ones that are pertinent to you.
  • The Saved Response Feature
    The Saved Response Feature is a time saving tool available throughout multiple screens in the ASIST application. The user is provided the ability to create a saved response for quick insert into the notes section of the case, the request notes and even the complaint field.
  • The Show Estimate Feature
    Each time a service location updates an estimate within a case, Mack ASIST stores a new PDF version. This helps users to keep track and quickly reference each version as well as to see the progression of the Mack ASIST case. To access any available estimate versions from within a case click on the Show Estimate Button located in the upper right area of the Viewing Case screen.
  • Transferring an Asset
    Fleets that have multiple depots or locations set up can use the transfer asset feature to move the asset. This is especially useful when the domicile location for an asset has changed.
  • Updating the Email Template
    From the Email Templates section located under the Admin Tab, users can choose their company display name for system emails. By default, the Display Name is set to Decisiv. When changing this name be sure to exclude the use of characters other than letters, numbers and white space. Watch the short video below to learn how to change your Display Name for system Emails.
  • User Profile Screen
    From the Portal screen, any user can click the My Profile button to access their user profile. Within the profile screen; name, address, email, and phone numbers among many other details can be edited, updated and saved. Passwords and notification preferences can also be updated.
  • VMRS and Operation Description Search Feature
    Located on the fleet search screen is the new Operations/VMRS Search feature. By entering either a VMRS code or an operation description users can search cases that have been associated with the searched operation. Utilizing this new search feature will also enable users to add VMRS coding to un-coded operations and edit existing VMRS coded operations.
  • Weekly Online Training Sessions
    The Decisiv Team host weekly ASIST training sessions that are open for anyone to join. Session details can be found on the lower half of the ASIST portal screen. Users can simply click on any of the available links in this area to register for the upcoming sessions of their choice. Upon Registering for any of the available sessions users will be placed on a WebEx registration page where they will be prompted to enter basic information such as name along with a valid email address. Once fully registered for the selected session a confirmation email which contains the necessary session login information will be sent.