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 Service Providers

Decisiv SRM Support Videos for Service Providers


  • Adding an Asset
    From the New Asset Screen the Serial Decode feature can be used to quickly add a new asset to a customer. Once the asset has been added users will be placed on the Edit Asset Screen where additional unit and model information can be entered and or updated. After capturing and saving all needed vehicle information, a new case can be started directly from the Edit Asset Screen.
  • Adding and Assigning Mobile Inspections
    Many locations have already begun to use the new mobile application when scanning QR codes to check-in newly arrived vehicles, but the mobile application can also be used to perform assigned inspections as well. Utilizing the mobile application to perform assigned inspections will ensure that inspection findings and feedback reside in a single location, reduce paper shuffle, and overall greatly streamline the inspection process.
  • Adding and Mapping an Asset
    Decisiv SRM users have the ability to display an asset as desired in the event the exact model isn’t available from the predefined list. During the asset adding process, on the right side of the Add Asset screen the user has access to display text boxes that represent the asset as intended by the user.
  • 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 Decisiv Customer Profile Contacts
    Want to send a case note to someone who is not available for contact within the notes area? Adding the desired recipient as a contact to the customers profile will make them available for selection within the notes area, located on the Editing Case Screen of the platform. Once added, their name will reside within the recipient box in the notes area, making them available for selection when sending a note. To add a new contact to a customer’s profile click on the Contact Link located on the left side of the Editing Case Screen within the Customer Links Column.
  • Breakdown and Case Information Screen
    From the editing case screen, located on the left hand side is the Breakdown information section, click the view button in the breakdown info section. The user will be placed on the Case Information screen; this screen contains editable fields that can be viewed or updated to record beneficial information surrounding the service event.
  • Calendar Feature
    The calendar feature provides Decisiv users the ability to schedule work by technician or customer and make appointments with or without a case already generated. If the calendar feature is not already enabled at your location, please reach out to support@decisiv.com to request enabling of the feature.
  • Case Communication
    The notes section within a case provides the user with multiple recipient groups to communicate with. Conversations can take place between the customer and the dealer, internally just at the dealer or even both at the same time. Contacts outside of those two parties can be communicated with using the notes section as well.
  • Case Linking Feature
    From the 'Editing Case' screen, the 'Links' section is used to link one or more cases together. Use this area to relate an event on the same asset for quick and easy reference between service or maintenance cases.
  • Contact Fleet Button
    The Decisiv Platform provides users the ability to request a release of a participating fleet owned vehicle by using the Contact Fleet Feature. From time to time the user may notice a vehicle is attached to a Fleet customer that is not longer the owner of the vehicle. From the Edit Vehicle screen, use the Contact Fleet button to request a release of this vehicle allowing transfer to the new owner prior to creating a case.
  • Contacting Decisiv Support via the Help Button
    To contact the Decisiv Professional Services Team with questions or comments regarding the platform, click on the “Help” button located in the upper right corner of the screen.
  • Creating a Case
    When creating a new case for your customer it is essential to review the Recommended Operations Page to apply the appropriate operations to the case. Once in the case populating the Breakdown Information/Case information will allow you to quickly view the primary contact information for your customer. Watch this short video to learn how.
  • Creating a Customer
    Decisiv SRM has made the customer creation process smooth and painless using the New Customer screen. From the Search screen, the user begins by searching to identify if the customer already exists. Upon discovering the customer does not, the New Customer button displays at the bottom. This demonstration illustrates this process and details all of the available customer information that can be captured.
  • Cummins Recall Campaigns
    Applicable recall campaigns for vehicles with Cummins engines will now appear on the Recommended Operations screen as well as on the Add Operation screen. Along with the Recall Operation, a link to Cummins QuickServe Online is available from within the editing case screen. If a recall campaign appears as previously quoted it can still be added by searching the Add Operation screen.
  • Customer Profile Attachments
    The Customer Profile screen now provides users the ability to attach files using the Attachments section. Any documents pertinent to that customer can be uploaded directly to the profile, examples might include leasing contracts, credit documents, and preferred vendors.
  • Customizing 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.
  • Decoding and Adding Vehicles
    From the New Vehicle Screen the Serial Decode feature can be used to quickly add a new vehicle to a customer. Once the vehicle has been added users will be placed on the Edit Vehicle Screen where additional unit and model information can be entered and or updated. After capturing and saving all needed vehicle information, a new case can be started directly from the Edit Vehicle Screen.
  • Downtime Email Notifications
    Email notifications can now be generated to notify the user when the downtime for a repair has been exceeded. This must initially be enabled by Decisiv and then turned on within the users profile. This video demonstrates enabling this feature and how to adjust within the My Profile screen.
  • 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 updated as well.
  • Estimate Versions
    Estimate versions are generated each time the estimate is updated and shared with the fleet/customer by using the post to fleet or one of the available Quick Action buttons.
  • Estimated Time of Repair Notifications
    Each Decisiv user now has the ability to enable the Estimated Time of Repair email notification within their user profile, accessed from the portal screen. Once enabled and an Estimated Time of Repair is set within a case the user will receive an email notification when the Estimated Time of Repair has been exceeded. The email will provide the Case and Unit number as well as a link that will take the user directly into the case.
  • Follow-Up Times
    Using the Follow Up Time Feature on the All Cases Screen will alert DSMP users that the case is due for Follow Up. Entering a Follow Up Time from within the case will trigger Case Follow up Times will change colors from White (Not Due), to Green (Due soon), then Red (Overdue). This sort-able view gives you the ability stay on top of updating customers.
  • In-Progress Cases Feature
    Using the In-Progress Cases Feature will reduce the chance of duplicate cases being created when dealing with a Decisiv Fleet Customer. The In-Progress Case feature is located on the edit vehicle screen as well as the Search screen. To access the edit vehicle screen search for the asset in question and click the Edit Vehicle or In-Progress Cases link. From the edit vehicle screen, scroll to the bottom of the page, or simply click the In-Progress Cases button to view any currently In-Progress Cases wrapped around this particular asset. It’s good practice to check the In-Progress case section prior to opening up a new case for a participating Fleet customer.
  • Line Item Operation Screen
    Decisiv SRM users now have access to additional fields on the Operation screen such as the Cause and Correction fields. This demonstration covers vital features within the Operation Info, Price Info and Parts section of the Operation Screen.
  • Local Customer – New User Intro
    For those customers that are not a participating Decisiv fleet member and this is their first time accessing a case by an email notification, this video demonstrates how to access the email notification from a service location, set up a new user profile, communicate with the service location, and review the posted estimate. This video can be shared with your customer so that the first time they view your estimate electronically the process is as smooth as possible.
  • Messages Tab for Dashboard Notifications
    The Messages tab displays all notifications enabled from the user’s profile in a consolidated view, as well as all messages for the location. The Messages feature can be enabled by contacting Decisiv Support.
  • Mobile Attachments and Offline Mode
    Decisiv mobile users now have the ability to attach new or existing pictures to their case as well as to each individual line item on the inspection.  Additionally, the new offline feature will ensure users will not lose any work performed on the mobile application if connection to the internet is lost.
  • Multiple Recipients Feature
    Ever find yourself in the notes area of a Decisiv case needing to send the same note to multiple people listed within the Recipient Menu? Decisiv users have the ability to select multiple recipients from the Recipients Menu located in the notes area, and send the same single note to all of them at once. Holding down the control key on your keyboard and selecting the desired names from the recipient menu will highlight them. Once the Send Button is clicked the note will be posted within the case showing each of the recipients it was sent to.
  • New Breakdown (VMRS) Tab
    From the Editing Case screen, located on the right hand side is the Breakdown (VMRS) tab. Opening the Breakdown (VMRS) tab provides the user a section to update and record beneficial information surrounding the service event, including customer contact information and VMRS coding.
  • Parts – Adding, Updating, Setting Status, Workflow and Additional Information
    From within the ‘Edit Operation’ screen, the parts section is used to add, update, and remove parts from an estimate. The Workflow feature enables users to assign specific operations to various technicians while the ‘Additional Notes’ section conveys additional information related to those operations. From the ‘Editing Case’ screen, the line item statuses help discern the status of a specific operation or group of operations.
  • Portal Screen – News and Videos
    The Portal screen provides users with a link to available training sessions, fixes and enhancements, and the Driving Uptime Blog.
  • QR Code Scan with No Customer
    Decisiv users may face a scenario where no customer is previously associated with vehicle in the Decisiv Platform after scanning a QR code. This video will take the user through the scanning of the code, checking in and adding the appropriate customer to proceed.
  • Quick Action Button Custom Note Feature
    The new Quick Action Button custom note feature allows users to provide additional information to the recipient when notifying them about Check-In, Approval and Asset Completion. When a Quick Action Button is clicked the additional note field is located at the bottom of the pop-up window. To utilize, provide any additional information in this section and submit by clicking OK.
  • Quick Action Button Enhancement: The Check-In Button
    The ‘Check-In’ quick action button has replaced the ‘Request Authorization’ button on the Editing Case screen. This new Quick Action button improves the check-in process by automatically notifying customers, updating statuses, displaying reminders and capturing process information. Watch this short video to learn how.
  • Quick Action Buttons
    Now available on DSMP are the new Quick Action Buttons. These buttons are designed to improve service process by automatically notifying customers, updating statuses, setting reminders and capturing process information. This feature will directly affect communication between providers and customers during the key points in the service process.
  • Receiving Fleet Service Requests
    When a participating fleet sends your location a request for service on the Decisiv Service Management Platform users can communicate within the event with the fleet customer, as well as build and share estimate event information through the requested service event. Upon the fleet sending the request for service to your locations Platform an email notification will be sent to let users know that a fleet has sent your location a request for service, and the request itself automatically creates a DSMP case.
  • Refine Your Search Feature
    When performing searches for assets the user may have multiple results returned if a partial serial number, unit number or engine serial number is used. With the new Refine Your Search feature the user has the ability to refine the results for exact matches or by customer’s name. Watch this short video to learn how.
  • Reply by Email with Attachments
    Decisiv users and their customers 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 Editing Estimate Screen and the replying message in the Notes area.
  • Searching by 17-Digit VIN
    The Asset section of the Search screen now provides the option to search by the full 17 digit VIN. In scenarios where serial number commonality prevents the most accurate result, in parallel with the refine your search feature, the full VIN search ensures the desired asset is returned.
  • Technician Roles and Features
    The Technician role has been updated to allow technician assigned operations, including a dedicated technician workflow within each operation. Users with only Technician role selected will be granted access that omits their user from being contacted in the recipient list. The All Cases screen also provides an optional column displaying what technician is assigned to each operation in the Case.
  • The Active Cases Feature
    The Active Cases feature now provides users a list of cases that have been opened in the last 30 days for a particular asset.  This feature is accessed from the Search Screen and displays a number of cases that can be reviewed and clicked to proceed into the active case.  Click on the play button to learn how the Active Cases feature works.
  • The Add Adjustment Feature
    Available from the Add Operations screen is the Add Adjustment Operation. The Add Adjustment Operation allows users to add their own Operation information on the fly. Information such as an Operation Title, Labor Time, or even a Fixed Price. That’s what makes this operation work well for adding line item discounts to existing estimates.
  • The Case Attachments Feature
    How long does it take you to find all the related documents for a work-in-progress or a service event that occurred 3 months ago? How about six months ago, or even a year? How long does it take your customer? How many phone calls or conversations does it take to gather this data even before you call the customer back?
    Using the Attachment Feature in the Decisiv Service Management Platform is a great ‘Best Practice’ to follow. It allows you to attach all the documents for a repair event in one place for you, as well as for any customer that you communicate with over the platform.
    Imagine you and your customers having the same view of all available repair information; including all notes, pictures, parts lists, warranty documents, and most importantly the final invoice!
  • The Case Status Feature
    The case status feature provides the user with a quick drop-down to define the current stage of the case. There are a wide range of statuses available to the user that define the stage of the repair to internal users as well as the customer.
  • The Contact Fleet Feature
    Need to contact your fleet customer regarding asset, pricing, location specific, or other related issues? Users can use the Contact Fleet Feature located on within the fleet customer’s profile to do so. Using the Contact Fleet Feature will send an email notification directly to the fleet customer and the Decisiv Professional Services Team. This helps to keep you off the phone, and allows both parties the opportunity to follow-up first hand regarding the reasoning for contact.
  • The Discount Line Item
    In the Decisiv Service Management Platform users have the ability to display a discount applied to the customer’s bottom line directly on the estimate. While inside the editing case screen users can use the Add Adjustment operation to customize a discount and apply it to the estimate. From the Add Operation screen, search for the operation titled ‘Add Adjustment’ or simply ‘Add’. The Add Adjustment operation will be returned, click on the operation and fill out the description desired. In the Price column insert the price you wish to deduct with a — minus or subtract symbol in front of the number. Once finished, save and return to the case to see how the discount is displayed on the estimate.
  • The Edit Asset Screen
    The Edit Asset Screen provides users the ability to view and update important information for the asset.  Unit numbers and mileage can be updated along with the ability to attach documents and review detailed asset history.  Click the play button to learn about all the features on the Edit Asset Screen.
  • The Estimated Time of Repair Field
    Within each Decisiv Case the ETR or Estimate Time of Repair field can be recorded and saved by clicking the edit button, adjusting the time and clicking save. This is a great way to document the ETR for the customer or to simply track the ETR internally. Click on the screen shot below to view the video explaining how to set and use the ETR!
  • The Follow Feature
    Entering cases and clicking the Follow Button will allow users to receive both emails and text message notifications when the desired case has been updated. The types of notifications generated can be selected and edited from within individual user profiles. Decisiv notifications include new note notifications, change in status notifications, as well as when the estimate has been posted to a fleet customer.
  • The 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.
  • The Intake Form
    The Case Information screen is designed as an Intake Form for the early stages of a repair event. It can be utilized to capture initial contact information that will be used for communication throughout the repair. In addition, the user can quickly record Related Assets, VMRS coding, and Complaint that will carry through to the corresponding fields on the Editing Case screen.
  • The Job Title Data Field
    Entering ones job title within their user profile helps others outside of your location to better identify whom they are sending case notes to. Often when participating fleets go to send a note within the case notes area to your location they don’t know whom to select and send the note to. Populating ones Job title field will help to reduce the amount of communication taking place outside of Decisiv cases.
  • The New Follow-Up Time Notifications
    Each Decisiv user now has the ability to enable the Follow-Up time email notification within their user profile, accessed from the portal screen. Once enabled, when a Follow-Up time is set within a case the user will receive an email notification stating the Follow-Up time has been exceeded. The email will provide the Case and Unit number as well as a link that will take the user directly into the case.
  • The Post to Fleet Button
    When working with a fleet service request on the Decisiv Service Management Platform it is extremely important to make a habit of clicking the Post to Fleet Button when the information within the fleets Decisiv Service Management Platform case is ready to be shared with the customer. Clicking the Post to Fleet Button will provide the fleet customer with the most up to date version of the estimate, attachments, and any additional case information that has been entered.
  • The Saved Response Feature
    The Saved Response Feature is a time saving tool available throughout multiple screens in the Decisiv Platform. The user is provided the ability to create a saved response for quick insert into the notes section of the case, the complaint notes and even the correction field.
  • The Toggle Sold Status and Toggle Warranty Status Features
    The ‘Toggle Sold’ and ‘Toggle Warranty’ features are available in order to clearly define operations under warranty and operations that were approved or not approved.
  • 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.
  • The Workflow Feature
    Decisiv Platform users have the ability, using the Workflow Feature, to reassign an event from one person or department to another. Using the Workflow Feature to move a Decisiv service event around helps to keep all departments involved, as well as helps to create accountability. Each time the Workflow Feature is used to assign an event to a person or department it dates and time stamps the re-assignment showing who re-assigned it, and who it was assigned to.
  • Transferring Vehicles
    In situations where an asset’s ownership has changed it may be time to move the asset from one customer’s profile to the new owner’s customer profile. Users have the ability to do this on the Edit Vehicle Screen where the Transfer Vehicle Button is located. Upon clicking the Transfer Vehicle Button the new customer profile will need to be search for and selected.
  • Updating Fleet Customer Information
    From the Editing Case Screen, the Customer Information section provides the user the ability to update Fleet Customer information such as customer number, specific pre-designed labor rates and customer notes. Updating the customer number is especially important if the location has the ability to export a case to an RO.
  • Updating Mileage and Engine Hours
    To update mileage for an asset, the user must first use the search feature to search out the desired asset. Once the search results have returned, in the ACTIONS column to the right click the “Edit Asset” link.
  • Updating Skill Levels and Labor Rates
    The 16 different Skill Levels along with each hourly Rate can be accessed and edited through the Administrative Tools area of the platform. Each Skill Level along with its hourly Rate can be dedicated to specific jobs. For example if your location has different Rates for your body shop or transmission work then these can be added. Once edited users can then enter line item operations from estimates and directly apply the correct level along with its hourly rate.
  • Updating System 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.
  • Updating Tax Rates
    There are five different tax types that can be updated within your locations platform. Administrative users can access and update Parts, Labor, Shop Supplies, Hazardous Waste, and Freight Taxes from the Edit Sales Tax Screen. It is important to note that any Tax updates made on the Edit Sales Tax Screen will only be applied to newly created estimates.
  • VMRS Codes
    VMRS codes are available within the platform as a standardized coding convention for tracking assets's maintenance and breakdown repairs. VMRS codes are used in a variety of industries and can be applied at the case and operation level in the platform.  To access the case VMRS Coding feature, click the VMRS button near the top right of the Editing Case" screen."

Special Programs

  • NationaLease Fleet 20/20 Invoices
    Thank you for visiting the Nationalease Fleet 20/20 Training page. The videos below were created to help a non Enrich Integrated Nationalease Member submit invoices to Centralized Billing.
    If you need additional assistance after viewing these videos please contact our support team at support@decisiv.com or 804-762-4153 Option 2.

Mack/Volvo ASIST Support Videos for Service Providers


Administration and Profile

  • 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.
  • Calendar Feature
    The calendar feature provides ASIST users the ability to schedule work by technician or customer and make appointments with or without a case already generated. If the calendar feature is not already enabled at your location, please reach out to support@decisiv.com to request enabling of the feature.
  • Downtime Email Notifications
    Email notifications can now be generated to notify the user when the downtime for a repair has been exceeded. This must initially be enabled by Decisiv and then turned on within the users profile. This video demonstrates enabling this feature and how to adjust within the My Profile screen.
  • Estimated Time of Repair Notifications
    Each Mack ASIST user now has the ability to enable the Estimated Time of Repair email notification within their user profile, accessed from the portal screen. Once enabled and an Estimated Time of Repair is set within a case the user will receive an email notification when the Estimated Time of Repair has been exceeded. The email will provide the Case and Unit number as well as a link that will take the user directly into the case.
  • Follow-Up Time Email Notifications
    Each ASIST user now has the ability to enable the Follow-Up time email notification within their user profile, accessed from the portal screen. Once enabled, when a Follow-Up time is set within a case the user will receive an email notification stating the Follow-Up time has been exceeded. The email will provide the Case and Unit number as well as a link that will take the user directly into the case.
  • Job Title Field
    Entering ones job title within their user profile helps others outside of your location to better identify whom they are sending case notes to. Often when participating fleets go to send a note within the case notes area to your location they don’t know whom to select and send the note to. Populating ones Job title field will help to reduce the amount of communication taking place outside of ASIST cases.
  • 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 Fleet Customer Information
    From the Editing Case Screen, the Customer Information section provides the user the ability to update Fleet Customer information such as customer number, specific pre-designed labor rates and customer notes. Updating the customer number is especially important if the location has the ability to export a case to an RO.
  • Updating Skill Levels and Labor Rates
    The 16 different Skill Levels along with each hourly Rate can be accessed and edited through the Administrative Tools area of the platform. Each Skill Level along with its hourly Rate can be dedicated to specific jobs. For example if your location has different Rates for your body shop or transmission work then these can be added. Once edited users can then enter line item operations from estimates and directly apply the correct level along with its hourly rate.
  • Updating Tax Rates
    There are five different tax types that can be updated within your locations platform. Administrative users can access and update Parts, Labor, Shop Supplies, Hazardous Waste, and Freight Taxes from the Edit Sales Tax Screen. It is important to note that any Tax updates made on the Edit Sales Tax Screen will only be applied to newly created estimates.
  • 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.

Mobile and QR Codes

  • Adding and Assigning Mobile Inspections
    Many locations have already begun to use the new mobile application when scanning QR codes to check-in newly arrived vehicles, but the mobile application can also be used to perform assigned inspections as well. Utilizing the mobile application to perform assigned inspections will ensure that inspection findings and feedback reside in a single location, reduce paper shuffle, and overall greatly streamline the inspection process.
  • Mobile Attachments and Offline Mode
    ASIST mobile users now have the ability to attach new or existing pictures to their case as well as to each individual line item on the inspection.  Additionally, the new offline feature will ensure users will not lose any work performed on the mobile application if connection to the internet is lost.
  • QR Code Scan with No Customer
    ASIST users may face a scenario where no customer is previously associated with vehicle in the ASIST Platform after scanning a QR code. This video will take the user through the scanning of the code, checking in and adding the appropriate customer to proceed.
  • QR Codes and Mobile Check-In
    On the Edit Asset screen, users will find a unique Quick Read code otherwise known as a QR code. Each QR code contains an embedded link to the asset information. Upon scanning the QR code with a mobile device, the user is brought into the mobile web site allowing rapid check-in, replacing the traditional write-up process.
  • Quick Action Button Enhancement: The Check-In Button
    The ‘Check-In’ quick action button has replaced the ‘Request Authorization’ button on the Editing Case screen. This new Quick Action button improves the check-in process by automatically notifying customers, updating statuses, displaying reminders and capturing process information. Watch this short video to learn how.

Case, Customer And Asset Management

  • Add Adjustment Operation
    Available from the Add Operations screen is the Add Adjustment Operation.  The Add Adjustment Operation allows users to add their own Operation information on the fly.  Information such as an Operation Title, Labor Time, or even a Fixed Price.  That’s what makes this operation work well for adding line item discounts to existing ASIST estimates.
  • Adding an Asset
    From the New Asset Screen the Serial Decode feature can be used to quickly add a new asset to a customer. Once the asset has been added users will be placed on the Edit Asset Screen where additional unit and model information can be entered and or updated. After capturing and saving all needed vehicle information, a new case can be started directly from the Edit Asset Screen.
  • Adding and Mapping an Asset
    ASIST users have the ability to display an asset as desired in the event the exact model isn’t available from the predefined list. During the asset adding process, on the right side of the Add Asset screen the user has access to display text boxes that represent the asset as intended by the user.
  • Adding Customer Profile Contacts
    Adding the desired recipient as a contact to the customers profile will make them available for selection within the notes area, located on the Editing Case Screen of the platform. Once added, their name will reside within the recipient box in the notes area, making them available for selection when sending a note.
  • Automatic Uptime Case Linking Feature
    Automatic Case Linking to Uptime Center allows Uptime Center to link to an existing service location case rather than create a duplicate subcase.  Automatically links newly created service location cases to an Uptime Center case when an Uptime Center case exists for the same asset. If there is already a linked subcase at a service location, prompts the user to use existing Uptime Center subcase case before creating a new case. A note is sent to the service location subcase when a case is linked to an Uptime Center case.
  • Case Attachments Feature
    Utilizing the attachment feature allows the service provider the ability to capture the entire contents of a repair in one place. By adding pictures of failed parts, dyno reports, alignment print outs and final invoices your customer can be completely informed on every case and maintain a complete repair history of the asset. Watch this short video to learn how.
  • Case Communication
    The notes section within a case provides the user with multiple recipient groups to communicate with. Conversations can take place between the customer and the dealer, internally just at the dealer or even both at the same time. Contacts outside of those two parties can be communicated with using the notes section as well.
  • Case Linking Feature
    From the 'Editing Case' screen, the 'Links' section is used to link one or more cases together. Use this area to relate an event on the same asset for quick and easy reference between service or maintenance cases.
  • Cases with the Uptime Center
    The Uptime Center can send your service location a request on behalf of the fleet customer and the case they created with your location will be used to manage the repair event and keep the customer up to date.  Cases that come to your location behave much like a fleet request but also provide the ability to communicate with the Uptime Center Service group directly through the notes section and a detailed Case Info screen.
  • Creating a Customer
    ASIST has made the customer creation process smooth and painless using the New Customer screen. From the Search screen, the user begins by searching to identify if the customer already exists. Upon discovering the customer does not, the New Customer button displays at the bottom. This demonstration illustrates this process and details all of the available customer information that can be captured.
  • Customer Profile Attachments
    The Customer Profile screen now provides users the ability to attach files using the Attachments section. Any documents pertinent to that customer can be uploaded directly to the profile, examples might include leasing contracts, credit documents, and preferred vendors.
  • Customizing 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.
  • 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 updated as well.
  • Estimate Versions
    Estimate versions are generated each time the estimate is updated and shared with the fleet/customer by using the Post to Fleet or one of the available Quick Action buttons. The Show Estimate button is located at the top of the Editing Case screen next to Attachments and Workflow.
  • Follow Feature
    Entering cases and clicking the Follow Button will allow users to receive both emails and text message notifications when the desired case has been updated. The types of notifications generated can be selected and edited from within individual user profiles.  ASIST notifications include new note notifications, change in status notifications, as well as when the estimate has been posted to a fleet customer.
  • Follow-Up Times
    Using the Follow Up Time Feature on the All Cases Screen will alert ASIST users that the case is due for Follow Up. Entering a Follow Up Time from within the case will trigger Case Follow up Times will change colors from White (Not Due), to Green (Due soon), then Red (Overdue). This sort-able view gives you the ability stay on top of updating customers.
  • In-Progress Cases Feature
    Using the In-Progress Cases Feature will reduce the chance of duplicate cases being created when dealing with an ASIST Fleet Customer. The In-Progress Case feature is located on the edit vehicle screen as well as the Search screen. To access the edit vehicle screen search for the asset in question and click the Edit Vehicle or In-Progress Cases link. From the edit vehicle screen, scroll to the bottom of the page, or simply click the In-Progress Cases button to view any currently In-Progress Cases wrapped around this particular asset. It’s good practice to check the In-Progress case section prior to opening up a new case for a participating ASIST Fleet customer.
  • Line Item Operation Screen
    ASIST users now have access to additional fields on the Operation screen such as the Cause and Correction fields. This demonstration covers vital features within the Operation Info, Price Info and Parts section of the Operation Screen.
  • Local Customer – New User Intro
    For those customers that are not a participating ASIST fleet member and this is their first time accessing a case by an email notification, this video demonstrates how to access the email notification from a service location, set up a new user profile, communicate with the service location, and review the posted estimate. This video can be shared with your customer so that the first time they view your estimate electronically the process is as smooth as possible.
  • Multiple Recipients Feature
    Ever find yourself in the notes area of an ASIST case needing to send the same note to multiple people listed within the Recipient Menu? ASIST users have the ability to select multiple recipients from the Recipients Menu located in the notes area, and send the same single note to all of them at once. Holding down the control key on your keyboard and selecting the desired names from the recipient menu will highlight them. Once the Send Button is clicked the note will be posted within the case showing each of the recipients it was sent to.
  • New Breakdown (VMRS) Tab
    From the Editing Case screen, located on the right hand side is the Breakdown (VMRS) tab. Opening the Breakdown (VMRS) tab provides the user a section to update and record beneficial information surrounding the service event, including customer contact information and VMRS coding.
  • Non ASIST Participating Fleet Viewing Estimate Screen
    Any customer with an email address can view case events shared with them by an ASIST service provider. This demonstration focuses on the email the customer receives and how the customer can communicate with the service location and view the provided estimate.
  • Parts – Adding, Updating, Setting Status, Workflow and Additional Information
    From within the ‘Edit Operation’ screen, the parts section is used to add, update, and remove parts from an estimate. The Workflow feature enables users to assign specific operations to various technicians while the ‘Additional Notes’ section conveys additional information related to those operations. From the ‘Editing Case’ screen, the line item statuses help discern the status of a specific operation or group of operations.
  • Post to Fleet Button
    When working with a fleet service request on ASIST it is extremely important to make a habit of clicking the Post to Fleet Button when the information within the fleets ASIST case is ready to be shared with the customer.  Clicking the Post to Fleet Button will provide the fleet customer with the most up to date version of the estimate, attachments, and any additional case information that has been entered.
  • Quick Action Button Custom Note Feature
    The new Quick Action Button custom note feature allows users to provide additional information to the recipient when notifying them about Check-In, Approval and Asset Completion. When a Quick Action Button is clicked the additional note field is located at the bottom of the pop-up window. To utilize, provide any additional information in this section and submit by clicking OK.
  • Quick Action Buttons
    Now available on ASIST are the new Quick Action Buttons. These buttons are designed to improve service process by automatically notifying customers, updating statuses, setting reminders and capturing process information. This feature will directly affect communication between providers and customers during the key points in the service process.
  • Refine Your Search Feature
    When performing searches for assets the user may have multiple results returned if a partial serial number, unit number or engine serial number is used. With the new Refine Your Search feature the user has the ability to refine the results for exact matches or by customer’s name. Watch this short video to learn how.
  • Reply by Email with Attachments
    ASIST users and their customers 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 Editing Estimate Screen and the replying message in the Notes area.
  • Searching by 17-Digit VIN
    The Asset section of the Search screen now provides the option to search by the full 17 digit VIN.  In scenarios where serial number commonality prevents the most accurate result, in parallel with the refine your search feature, the full VIN search ensures the desired asset is returned.
  • Shared History
    ASIST provides a Shared History section within the Edit Asset Screen. This section displays complete case service history for events taking place outside of your service location.
  • Technician Roles and Features
    The Technician role has been updated to allow technician assigned operations, including a dedicated technician workflow within each operation. Users with only Technician role selected will be granted access that omits their user from being contacted in the recipient list. The All Cases screen also provides an optional column displaying what technician is assigned to each operation in the Case.
  • The Active Cases Feature
    The Active Cases feature now provides users a list of cases that have been opened in the last 30 days for a particular asset.  This feature is accessed from the Search Screen and displays a number of cases that can be reviewed and clicked to proceed into the active case.  Click on the play button to learn how the Active Cases feature works.
  • The Case Status Feature
    The case status feature provides the user with a quick drop-down to define the current stage of the case. There are a wide range of statuses available to the user that define the stage of the repair to internal users as well as the customer.
  • The Edit Asset Screen
    The Edit Asset Screen provides users the ability to view and update important information for the asset.  Unit numbers and mileage can be updated along with the ability to attach documents and review detailed asset history.  Click the play button to learn about all the features on the Edit Asset Screen.
  • The Estimated Time of Repair Field
    Within each Mack ASIST Case the ETR or Estimate Time of Repair field can be recorded and saved by clicking the edit button, adjusting the time and clicking save. This is a great way to document the ETR for the customer or to simply track the ETR internally. Click on the screen shot below to view the video explaining how to set and use the ETR!
  • The Intake Form
    The Case Information screen is designed as an Intake Form for the early stages of a repair event. It can be utilized to capture initial contact information that will be used for communication throughout the repair. In addition, the user can quickly record Related Assets, VMRS coding, and Complaint that will carry through to the corresponding fields on the Editing Case screen.
  • 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 complaint notes and even the correction field.
  • The Search Screen
    The search screen is arguably the most powerful screen in ASIST. From this screen the user can access customer information, asset information and previous case data. This screen is used to start cases, create customers and access history among many other functions.
  • The Toggle Sold Status and Toggle Warranty Status Features
    The ‘Toggle Sold’ and ‘Toggle Warranty’ features are available in order to clearly define operations under warranty and operations that were approved or not approved.
  • The Workflow Feature
    ASIST Service users have the ability, using the Workflow feature, to reassign an event from one user or department to another. Using the Workflow feature to transfer ownership of an ASIST service event keeps all departments involved in the repair and creates accountability. Each time the Workflow feature is used to assign an event to a user or department, a date and time stamp is captured along with a record of who did the assigning and who the case is currently assigned to.
  • Uptime Case Linking Feature
    Has your location received a case from Uptime on a unit that your location already started an ASIST case on before hand? Users now have the ability to link their original case to the received case using the new Attach to an Uptime case linking feature.  The new linking feature can be found on the lower half of the Editing Case Screen within the Case Level Actions area, and is only present when a second case is received from Uptime on the same unit.  Once the cases have been linked together users will find that they are able to communicate with both the fleet customer as well as Uptime from the original ASIST case.
  • VMRS Codes
    VMRS codes are avaiable within the platform as a standardized coding convention for tracking assets’s maintenance and breakdown repairs. VMRS codes are used in a variety of industries and can be applied at the case and operation level in the platform. To access the case VMRS Coding feature, click the VMRS button near the top right of the “Editing Case” screen.

Special Programs

  • Cummins Recall Campaign
    Applicable recall campaigns for vehicles with Cummins engines will now appear on the Recommended Operations screen as well as on the Add Operation screen. Along with the Recall Operation, a link to Cummins QuickServe Online is available from within the editing case screen. If a recall campaign appears as previously quoted it can still be added by searching the Add Operation screen.
  • Engine Overhaul
    Engine Overhaul Operations for Mack MP7, MP8, MP10 and Volvo D11, D13, D16 Engines. As these engine models come due for major engine maintenance, Mack/Volvo has provided a standardized set of engine overhaul operations that include parts. The labor time for these operations can be customized by service location.
  • Mack and Volvo Premium Certified Used Truck Inspection
    ASIST now offers a Premium Certified Used Truck Inspection applicable to any ASIST case. This certified inspection is available from the Add/Operations Screen for any Mack and Volvo truck with no class restrictions. Click on the video to learn more!
  • Mack Complete Care Scheduled Maintenance Operations
    Service intervals for routine and periodic service elements based on Service at a Glance are loaded as the default PM schedule on all new Mack powered units.  If the customer has purchased the Mack Complete Care Pre-paid service package.  Some or all of the Service at a Glance maintenance items may be covered in ewarranty.  Prepaid coverage must be confirmed prior to performing, if not covered by a prepaid plan the service advisor must quote to the vehicle owner as this will now be a retail event.
  • TDS + ASIST Integration
    TDS, powered by JPRO® Technology, is a PC based rapid assessment tool specifically designed for Mack and Volvo trucks.
    With ASIST™ integration you are now able to quickly open an ASIST case straight from TDS or export the TDS information to an existing ASIST case.
  • Volvo Ride Assured Scheduled Maintenance Operations
    Service intervals for routine and periodic service elements based on Service at a Glance are loaded as the default PM schedule on all new Volvo powered units. If the customer has purchased the Volvo Ride Assured Pre-paid service package. Some or all of the Service at a Glance maintenance items may be covered in ewarranty. Prepaid coverage must be confirmed prior to performing, if not covered by a prepaid plan the service advisor must quote to the vehicle owner as this will now be a retail event.

Support

  • Communicating with Your Locations DSM
    When preparing an ASIST Case to communicate Goodwill or forms of Policy to your locations DSM it is important to note that users should communicate a note to their DSM through the Notes section of the case.  Sending a new note through the Notes area will invite your DSM to enter and view the case on their side of the ASIST Platform.  Pertinent documents such as pictures, goodwill forms, and other policy documentation can also be attached directly to the case to share with your DSM.
  • Contacting the Decisiv Professional Services Team
    ASIST 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.
  • 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.
  • Portal Screen – News and Videos
    The Portal screen provides users with a link to available training sessions, fixes and enhancements, and the Driving Uptime Blog.
  • Releasing a Pre-Delivery Fleet Asset
    ASIST users may face a scenario where an asset belongs to the Pre-Delivery Fleet (PDF) when attempting to add the asset to their customer. The asset will need to be released and re-assigned to the appropriate Fleet. ASIST Support has steps in place to make this as fluid as possible. Click on the video above to learn how!
  • The Contact Fleet Button
    The ASIST Platform provides users the ability to request release of a participating fleet owned vehicle by using the Contact Fleet Feature. This feature handles scenarios where an asset is attached to a Pre-Delivery Fleet or a Fleet Customer that is no longer the owner of the asset. From the Edit Vehicle screen, use the Contact Fleet button to request a release of this asset allowing transfer to the new owner prior to creating a case.
  • Weekly Online Training Sessions
    The Decisiv Team hosts 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.

LINQ Support Videos for Service Providers


  • Active Cases Feature
    The Active Cases feature now provides the user a list of case opened on an asset within the last 30 days. When Active Cases are available, the Active Cases column will illuminate in yellow alerting the user to those cases. By clicking on the link the user will be provided a list of cases on the asset including ones not performed by their service location. Watch this short video to learn how.
  • Add Adjustment Operation
    Available from the Add Operations screen is the Add Adjustment Operation. The Add Adjustment Operation allows LINQ users to add their own Operation information on the fly. Information such as an Operation Title, Labor Time, or even a Fixed Price. That’s what makes this operation work well for adding line item discounts to existing LINQ estimates.
  • Adding a Logo to LINQ PDF Estimates
    Your company’s logo is a great symbol to your customers of the quality service you provide them so why not have it on your estimates. You have the ability, in a few short steps, to add it to every estimate you provide your customer regardless, if it’s printed or sent electronically. Watch this short video to learn how.
  • Adding a New Contact
    Want to send a LINQ Event to someone who is not available for contact within the notes area? Adding the desired recipient as a contact to the customers profile will make them available for selection within the notes area located on the Editing Estimate screen of the platform. Once added their name will reside within the recipient box in the notes area making them available for selection when sending a note. To add a new contact to a customer’s profile click on the Contact Link located on the left side of the Editing Estimate Screen within the Customer Links Column.
  • Adding a New Customer
    From the All Cases screen under the My Customer section on the left hand side on the screen click on Show all / New link. You will then be placed on the search screen with a New Customer button. Click on the New Customer Button and add the Customer’s Name, Address, Email Address, Phone Number, Customer Number from your Business Management System, and Customer Notes. Then click on the Create Button.
  • Adding an Operation
    Users can add operations from the Editing Case screen.  Click the play button on the video to learn about adding operations.
  • Adding and Removing Users
    Users with Dealer Administrator privileges have the ability to add and remove users from there location. On the home page you will find a link to the current users here you have the ability to edit users for your location.
  • Adding PDF Attachments
    In some case your customer may request detailed parts lists or the labor time associated with a repair. This information is available from the case in the form of a printable PDF. You can provide your customer this additional information by attaching the PDF to the case for them to view. Watch this short video to learn how.
  • Adding Pictures to the Mobile Application and Offline Mode
    New feature enhancements to the mobile application now allow you to attach pictures to the case when performing a Check-In or Inspection. Using this feature will allow you to provide your customer detailed information found during these steps of a case. If you lose internet connectivity when using the Mobile Application you now have the ability to work in offline mode and have your information uploaded when the device goes back online. Watch this short video to learn how.
  • Appointment Calendar
    Using LINQ’s Calendar feature you can easily schedule entire repair event or schedule individual line items on a case. Using this feature will allow you to provide your customers a more accurate schedule during regularly scheduled maintenance or during a breakdown events. Watch this short video to learn how.
  • Asset Arrived Time
    Fleet customers are continually measuring the Uptime of their assets and part of this measurement comes from when it arrives at your location for service. You can provide this essential information by capturing the Asset Arrived Time on every case. Watch this short video to learn how.
  • Assigning Cases Using the Workflow Feature
    Using the Workflow feature allows you to reassign the case to individuals or departments allowing them to perform their assigned responsibilities. Doing this will provide time, date stamped documentation, reducing confusion when managing a case on WheelTime LINQ. Watch this short video to learn how.
  • Breakdown Case Information
    From the Recommended Operations screen click on the view link under Breakdown Info to record the driver’s information, primary contact, update the mileage, record trailer information, and the complaint.
  • C7 Operations
    To search for the C-7 engine operations enter Penske into the operations search either from the Editing Estimate screen or the Add Operation screen of LINQ.
  • Case Closure
    Are you currently leaving Service Events Open after they have been completed? Closing the Service Event after it has been completed will remove the event from the All Estimates Screen. Closed events can be found using the Search Screen, by Customer, Vehicle or Estimate Number. A closed Service Event is unable to be edited unless it is Re-Opened. To close a Service Event from the Editing Estimate Screen, click on the Close Button located in the upper right hand corner of the screen.
  • Case Communication
    The notes section within a case provides the user with multiple recipient groups to communicate with. Conversations can take place between the customer and the dealer, internally just at the dealer or even both at the same time. Contacts outside of those two parties can be communicated with using the notes section as well.
  • Comeback Indicators
    Comebacks can sometimes be hard to identify, with LINQ’s Comeback Indicator feature you will be alerted if an operation or a part has been performed previously to the Asset. This indicator is presented in the info column of an operation and on the Editing Operation screen to alert you of comeback parts. These indicators will provide you the date the operation or part was added allowing you to quickly identify the case in the assets vehicle history. Watch this short video to learn more about the Comeback Indicators.
  • Communicating with a Local Customer
    Customers who are not fleet users of the LINQ system can still be communicated with through the notes section.  Communicating with the customer this way also provides a limited view into the case for approvals and notes.
  • Complaint Note Column
    LINQ users now have the ability to add the all new complaint column to their All Estimates Screen. This will allow users to snag a quick view of the individual Complaint notes within each case from one centralized location. Once the column has been added to the All Estimates Screen users will be able to move their mouse over the abbreviated text to get a pop up box with the full Complaint within it. To add the Complaint Column to your All Estimates Screen click on the Gear Icon, then from the drop down menu of column titles place a Check Mark Icon in the box to the left of the Complaint Column title and click the Save Button.
  • Contact Fleet Feature
    Use the Contact Fleet button to request asset information be added or updated.
  • Contacting Decisiv Support via the Help Button
    To contact the Decisiv Professional Services Team with questions or comments regarding the platform, click on the “Help” button located in the upper right corner of the screen. The Decisiv Professional Services team addresses these submissions in the order they are received and will follow up with the user regarding the submission.
  • Creating a Case
    Step by step instructions on how to create a new case for a customer. This demonstration video walks you through the process of searching for a vehicle by serial number or customers name. Reviewing vehicle attributes and checking case history before creating a new case. Watch this short video to learn how.
  • Customer Attachments
    LINQ 7.14.04 update contains many new features; one of which is the Customer’s Attachment feature. Utilizing the Customer’s Attachment feature will allow you to store specific customer files, such as “Maintenance Agreements” allowing you to quickly access the information at the time of service. This short video will show you how it works.
  • Customer Notes Area
    Using the customer notes feature you have the ability to populate information to be presented on every case created for that customer. This will give you the ability to follow there procedures providing them a higher level of customer satisfaction.
  • Customer Requested Completion Time
    Participating Fleet Members now have the ability to request a completion time on repairs from their fleet portal. By utilizing this feature it will provide a clearer line of communication to the service team allowing for better case management. It is essential to add this field to your all cases screen, so you can identify any cases at risk of missing this request. Watch this short video to learn how.
  • Customer's View of the Case Screen
    Sending updates on repairs and receiving customer replies through the platform is a great way to increase productivity, reduce time on the phone, and improve customer satisfaction. Teach your customers (and your service location personnel) how to communicate through LINQ by emailing them a link to the training video.
  • Customers View of The Case Screen
    You can email your customers a demonstration video with instructions on how to use LINQ.  Start by clicking the Portal Tab found on the top right of the screen, on the portal page in the WheelTime News section you will find a link to an email template that has the instructional video already on it.
  • Customizing the All Cases Screen
    Customizing the All Cases Screen provides the user the ability to select the date range to be viewed in each section as well as which columns and in what order to view them. Once configured, results can be refined by Filtering on columns and sorting them in ascending or descending order. Watch this short video to learn how.
  • Decoding and Adding Assets
    From the New Vehicle Screen users can use the Serial Decode feature to quickly add a new vehicle to a customer.  Once the vehicle has been added users will be placed on the Edit Vehicle Screen where additional unit and model information can be entered and or updated.  After capturing and saving all needed vehicle information a new case can be started directly from the Edit Asset Screen.
  • Edit Asset Screen
    The Edit Asset Screen provides users the ability to view and update important information for the asset.  Unit numbers and mileage can be updated along with the ability to attach documents and review detailed asset history.  Click the play button to learn about all the features on the Edit Asset Screen.
  • Edit Asset Screen Enhanced Layout
    The Edit Asset screen now provides a feature enhancement for viewing and modifying Attachments, Related Assets, Case History, Shared History, In-Progress Cases, and Pending Work. Instead of providing a shortcut to the corresponding section further down the page, the new buttons expand to show each section at the top of the page.
  • Edit Shop Supplies and Hazardous Waste
    The Adjust Shop Supplies, Hazardous Waste, Freight and Tax screen provides LINQ users with ability to edit multiple estimate charges from one single screen. Charges such as Taxes and Hazardous Waste are automatically calculated at first as users add each operation during the creation of the estimate. Upon editing the charges such as Supplies, Waste, Freight, and Taxes from the Adjust screen the charges will no longer automatically update on the event.
  • Editing Customer and Vehicle from All Cases
    Has the time come to update or edit an existing customer or vehicle profile? By clicking on the customers name or vehicle listed on the All Estimates Screen, WheelTime Users can update/edit either the customers profile or the vehicle profile. When clicking on the customers name from the all estimates screen the user will be placed on the screen where the customer’s attributes can be edited or updated. If the vehicle is selected from the All Estimates screen the user will be placed on the Edit Vehicle Screen where the vehicles attributes can be updated.
  • Estimate Versions
    Users may need to create more than one estimate for a particular job.  With the Estimate Version feature, new estimate versions are generated each time the estimate is updated and shared with the fleet/customer.  Watch this short video to learn how to create multiple estimate versions.
  • Fleet Communication
    Starting from the All Cases Screen a step by step process on how to communicate and update your customers through LINQ. Using this process will keep your customer updated on the status of their vehicles, provide them with a precise estimate, and allow them to track down time.
  • Fleet Defined Operations
    LINQ users can now build estimates for participating Fleet customers using Fleet Defined Operations. Using the Fleet Defined Operations will provide users with consistent fleet operations times and titles. All Fleet Defined Operations can be identified by the Fleet Defined Icon located just to the left of the operation title on the Add Operations Screen.
  • Fleet Downloads
    From the editing case screen, on the left hand panel, if a fleet has uploaded any specific file to their profile a download link will be available.  This is used for PDFs or other specific instructions they would like to share with the dealer.  Click the play button on the video to learn how to access fleet downloads.
  • Fleet Service Requests
    When a participating fleet sends your WheelTime location a request for service on LINQ users can communicate within the event with the fleet customer, as well as build and share estimate event information through the requested service event. Upon the fleet sending the request for service to your locations LINQ platform an email notification will be sent to let users know that a fleet has sent your location a request for service, and the request itself automatically creates a service event.
  • Follow-Up Time and ETR Email Notifications
    When setting the Follow-Up Times or ETR fields within a case you now have the ability to receive an email notification when the time expires. To enable this feature you will need to select this from your notification preferences on the My Profile page. Enabling this feature will allow you to always stay current on your cases by following up with your customer when these notifications come due. Watch this short video to learn how to enable this feature.
  • Follow-Up Times
    Is your Service Department phone ringing off the hook with customers looking for an update on their repair? Using Follow Up Times on the Open Estimates Screen, you can manage customer updates proactively. Whether the customer prefers an update through LINQ or a phone call, using the Follow Up Times enables you to take control of updating your customers—and will keep your phone from ringing off the hook……
    On the Open Estimates Screen, event Follow up Times will change colors from White (Not Due), to Green (Due soon), then Red (Overdue). This sort-able view gives you the ability stay on top of updating customers. Send them a note through LINQ or call them before they call you!
  • Greyhound Back-Order Parts
    In the complaint field on the editing case screen you will need to capture the source of the parts back order for Geyhound. Using the abbreviations GLI for Greyhound Lines Incorporated, WLT for Wheeltime Exchange, and OE for the original equipment vendor. Open the complaint field and capture the abbreviations in front of the complaint.
  • Improved Parts Price Interface
    In a fast paced service environment like yours inventory levels are constantly changing. We have updated the parts pricing interface to allow you to recheck inventory levels at the time of sale. Utilizing this feature will allow you to determine if the required parts are available for the repair, so you can plan the workflow at your location more effectively minimizing downtime for your customer.
  • In-Progress Cases Feature
    When creating a new case for your customer a quick check for an In-Progress case will prevent duplicate work and reduce miscommunication on a case. When performing a search for an Asset if there is an existing case you will find the In-Progress case link on the Search screen as well as an In-Progress case indicator within a case. Creating cases from the Editing Asset screen will allow you to quickly check for an In-Progress case and provide you a link to create a new one if needed. Watch this short video to learn how.
  • Interactive Inspection
    If your Service location performs inspections for your customers you could be using LINQ to provide them a clear precise inspection list with outcomes. When an inspection operation is added to a case you can perform that inspection by clicking the do inspection link. On the inspection page you will find a list of inspection items, there location and a drop down box with outcomes.
  • Job Title Field
    Entering ones job title within their user profile helps others outside of your location to better identify whom they are sending case notes to. Often when participating fleets go to send a note within the case notes area to your location they don’t know whom to select and send the note to. Populating ones Job title field will help to reduce the amount of communication taking place outside of LINQ cases.
  • Line Item Status
    Looking for a better way to keep track of each line item operation listed on an estimate? Using the Line Item Status Feature enables LINQ users to attribute statuses to each line item operation helping them to better stay on top of what has been approved, completed, or even declined. Users who have administrative permissions can add or edit line item statuses available through the Line Item Status list. (See below)
    To add a status to a line item place a check make icon in the left box associated with the operation, then select a status from the drop down menu and click the set status button.
  • LINQ Service Event
    A short demonstration video on the WheelTime LINQ solution powered by Decisiv.  This video will illustrate best practice use of LINQ to manage a service event, from the vehicle arriving for service through repair completion and the unit is picked up by the customer.
  • Messages Tab for Dashboard Notifications
    The Messages tab displays all notifications enabled from the user’s profile in a consolidated view, as well as all messages for the location. The Messages feature can be enabled by contacting Decisiv Support.
  • Mileage and Engine Hours
    Utilizing the Mileage and Engine Hours data fields is vital in keeping track of warranty coverage and maintenance schedules. When capturing the Mileage and Engine Hours of the equipment being serviced, that information is stored within the assets profile on LINQ. To capture or update the Mileage and Engine Hours on a LINQ event click on the Mileage or Engine Hours field, enter the mileage or hours and click the save button located to the right of the field. If the Asset is due for scheduled service those items will appear in the form of a recommended operation. Watch this short video to learn how.
  • Mobile Inspections
    Utilizing the Mobile Application technicians can perform inspections; recording outcomes, documenting inspection items with specific notes and pictures of failed items. Seamlessly documenting the case, for easy reference and viewing by your customer. Watch this short video to learn how.
  • Motor Times Operations
    Motor Labor Times are available on the LINQ Platform for you to use when preparing an estimate for your customer. Using the Motor Labor Times not only allows you to quote your customer consistent labor times but provides them VMRS coded operations so they can monitor repairs and implement scheduled maintenance to prevent costly downtime. Watch this short video to learn how.
  • New Cummins Recall Campaigns
    Cummins Recall Campaigns are now available on the WheelTime Customer Service Platform, when you create a case on a unit with a Cummins engine active recall campaigns are now listed on the Recommended Operations screen. This feature will allow you to proactively address these campaigns for your customer while allowing you to quickly add them to a case.
  • Operation Search – Wheeltime Operations and MOTOR Labor Times
    As well as finding operations defined by Decisiv, fleets, and service locations, the LINQ Operation Search feature can also find specific WheelTime Operations and MOTOR Labor Times, which enables service locations to utilize standard repair times.
  • Parts – Adding, Updating, Setting Status, Workflow and Additional Information
    From within the ‘Edit Operation’ screen, the parts section is used to add, update, and remove parts from an estimate.  The Workflow feature enables users to assign specific operations to various technicians while the ‘Additional Notes’ section conveys additional information related to those operations. From the ‘Editing Case’ screen, the line item statuses help discern the status of a specific operation or group of operations.
  • PDF Estimate Enhancements
    When providing your customers estimates from LINQ nothing is more important than identifying the reason for the repair or service. With the latest release to LINQ 7.14.02 the PDF Estimate was enhanced to display the 3 C’s more clearly to your customer. Watch this short video to learn about these enhancements and other features implemented during this release.
  • Portal Screen Training News and Videos
    The Portal screen provides users with a link to available training sessions, fixes and enhancements, and other WheelTime resources.
  • Post to Fleet Button
    When working with a fleet service request on LINQ it is extremely important to make a habit of clicking the Post to Fleet Button when the information within the fleets LINQ case is ready to be shared with the customer. Clicking the Post to Fleet Button will provide the fleet customer with the most up to date version of the estimate, as well as attachments, and any other additional case information that has been entered on the fleet’s side of the Platform.
  • 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.
  • QR Codes and Mobile Check-In
    On the Edit Asset screen, users will find a unique Quick Read code otherwise known as a QR code. Each QR code contains an embedded link to the asset information. Upon scanning the QR code with a mobile device, the user is brought into the mobile web site allowing rapid check-in, replacing the traditional write-up process. Watch this short video to learn how.
  • Quick Action Button Enhancement – The Check-In Button
    The ‘Check-In’ quick action button has replaced the ‘Request Authorization’ button on the Editing Case screen.  This new Quick Action button improves the check-in process by automatically notifying customers, updating statuses, displaying reminders and capturing process information.  Watch this short video to learn how.
  • Quick Action Buttons
    The Quick Actions buttons are a new feature found on the Editing Case screen that will improve your service process by automatically notifying customers, updating statuses, displaying reminders and capturing process information. Watch this short video to learn how.
  • Refine Your Search Feature
    When performing searches for assets the user may have multiple results returned if a partial serial number, unit number or engine serial number is used.  With the new Refine Your Search feature the user has the ability to refine the results for exact matches or by customer’s name. Watch this short video to learn how.
  • Reply by Email with Attachments Feature
    WheelTime users and their customers 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 Editing Estimate Screen and the replying message in the Notes area.
  • Reset Password Feature
    If you have forgotten your password you can use the Forgot Password feature to have a new one automatically created. Once logged in to the platform you can reset your password to one of your choice.
  • Saved Responses Feature
    Typing the same response over and over can be very time consuming. Using the saved response feature will allow you to save a commonly used response and insert it into the notes section or complaint fields with just a couple clicks of your mouse. Watch this short video to learn how.
  • Scheduled Maintenance Feature
    Scheduled Service intervals for routine and periodic service elements can be loaded into LINQ using the scheduled maintenance feature available on the fleet side of LINQ.  From the recommended operations screen service users can apply any of the set up recommended operations that appear on that screen and it will apply towards the estimate.
  • Search Screen
    Using the Search Screen you have the ability to search for a customer’s profile, vehicles and existing cases. To get started, click on the search tab or the search link under My Customers from the All Cases Screen.
  • Sending Emails Directly to a LINQ Case
    When using the case@replies.decisiv.net email address, and entering the case number into the subject line of the email users can send notes as well as attached documents directly to the LINQ Case.  All emailed notes are placed within the notes area of the case, and are date and time stamped showing who the emailed note is from and whom it is to.  If the emailing party attaches any documents such as an inspection form, pictures, or even a parts list it will be placed within the attachments area of the LINQ Case and be date stamped.
  • Shared History
    LINQ provides a Shared History section within the Edit Asset Screen. This section displays complete case service history for events taking place outside of your service location.
  • Show Estimate Button
    When performing repairs to a customer’s Asset it is possible to have several versions of an estimate be presented to your customer and alterations be made to the case before repairs are agreed upon. With the new show estimate button you can track those versions of the estimate presented providing more clarity on the approved repairs. Watch this short video to learn how.
  • Sort by Date
    Users can sort events on the All Estimates screen to show most recent to lest recent or vise versa. Taking advantage of the sort by date feature will help LINQ users to stay on top of the most recent service events.
  • Sorting Line Item Operations
    When preparing an estimate for your customer you have the ability to move operations on a case and indicate the status of operations. Using this feature will allow you to directly relate the items that need to be performed to correct for the customers complaint. When combined with the Line Item Status’s this will allow everyone viewing the case to see the actual status of each operation. Watch this short video to learn how.
  • Status Column
    Do you need to remove or add information to the Open Estimates 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.
  • The Additional Information Section
    The Additional Information section is located on the Editing Case screen just above the operations area.  This section allows the user to add repair order number, invoice number and amount as well as populate a tag number.
  • The All Search Option
    From the Search screen, when searching by Customer or Vehicle, the “All” search option is available. Simply click the drop down box on the Search screen to select the “All” field. When searching for Customers, the “All” option will search for Name, City, State and Number inclusively. When searching for Vehicles, the “All” option will search for Serial, Unit and Engine inclusively. This is ideal for providing the user a broad view of information at one time in the WheelTime Customer Service Platform.
  • The Attachments Feature
    Utilizing the attachment feature allows the service provider the ability to capture the entire contents of a repair in one place. By adding pictures of failed parts, dyno reports, alignment print outs and final invoices your customer can be completely informed on every case and maintain a complete repair history of the asset. Watch this short video to learn how.
  • The Bill-To Feature
    The bill to feature provides users the ability to select a different customer within the case that will be handling the financial portion of the repair.  If the customer who owns the vehicle will not be responsible for the cost of the repair use the bill to option to define another party that will be paying for the repair.
  • The Case Information Screen
    Keeping additional case information such as Driver, Breakdown location, and Primary Contact information within the same place as LINQ case information is important. Capturing and saving this information on the Case Info screen will update the Editing Case Screen keeping all pieces of needed information centrally located. The Complaint/Fault as well as the Correction notes can also be imputed and updated from the Case Info Screen.
  • The Cause Field
    With the increasing complexity of today’s repairs it has never been more important for complete documentation of a repair event. With the newest version of LINQ we have provided a new field for you to capture additional information in the Cause field. The Cause field is located in the Breakdown Info section on the Editing Case screen between the Complaint and Correction field and can also be found on each Operation. Watch this short video to learn more about the Cause Field.
  • The Change VIN Feature
    If you mistakenly enter an incorrect VIN number for your customer or select the wrong unit from your customers asset list you can use the change VIN feature to replace the VIN number on the case. Start by verifying the correct asset exists under your customers asset list, then use the change VIN button on the Editing Asset screen to select the correct VIN for the case. Watch this short video to learn how.
  • The Contact Fleet Button
    When searching for a unit you may find it still associated with the previous owner. Using the contact fleet button found on the editing case screen will notify all parties, allowing the release to occur more promptly so you can create a case for your customer.
  • The Extended Vehicle Properties Section
    When searching for a repair operation and finding that there are no search results returned it is always best to first check the Extended Properties of the vehicles profile. If the engine information within the Extended Properties section is entered users will find more repair operations and variations. When searching for an operation on the WheelTime Customer Service Platform the application will check vehicle information such as engine family, size, and type. To check and update the Extended Properties associated with a Vehicles profile users will fist need to enter the vehicles profile. To enter and update the vehicles profile users will need to click on the vehicles information within the Vehicle Information section of the Editing Estimate screen.
  • The Follow Feature
    Entering a LINQ case and clicking the new Follow Button will allow users to receive both emails and text message notifications when the desired case has been updated. The types of notifications generated can be selected and edited from within individual user profiles. LINQ notifications include new note notifications, change in status notifications, as well as when the estimate has been posted to a fleet customer.
  • The Info Column
    Located on the all cases screen is the Info Column.  It contains icons that will provide the user a quick idea as to the type of repair event.
  • The Intake Form
    The Case Information screen is designed as an Intake Form for the early stages of a repair event. It can be utilized to capture initial contact information that will be used for communication throughout the repair. In addition, the user can quickly record Related Assets, VMRS coding, and Complaint that will carry through to the corresponding fields on the Editing Case screen.
  • The Messages Tab
    Looking for a way to view all your messages for every case, with the messages feature enabled at your location you can get a consolidated list of case messages that were sent to you or your entire location. This will allow you to quickly review all your case updates and if you need to reply or update the cases status click on the message and you will be taken directly into the case. Watch this short video to learn how.
  • The Toggle Sold Status and Toggle Warranty Status Features
    Do you find yourself consistently changing individual line item charges to zero in order to indicate that a listed line item is covered by warranty? Using the Toggle Warranty Status feature allows the user to take an existing line item operation and indicate that it is covered by warranty. In addition to identifying the line item operation as being covered by warranty, using the Toggle Warranty Status Feature also enables users to take applied charges and toggle them to a zero dollar amount. This not only updates the overall estimate shown on the Editing Estimate Screen, but it also updates the printable estimate. To toggle the Warranty Status of a line item place a check mark icon in the left box associated with the operation, then click the Toggle Warranty Status Button.
  • Training Options
    Add a new team member or has it been a while since you attended one of our training sessions? Learn the latest features in LINQ with one of our many online training options. Our online training sessions are less than an hour long and will provide you the essential skills you will need to manage a case at your location for your customer. Watch this short video to learn how to access our Training Options.
  • Transferring a Vehicle or Asset
    In situations where an asset’s ownership has changed it may be time to move the asset from one customer’s profile on the LINQ Platform to the new owner’s customer profile. LINQ users have the ability to do this on the Edit Asset Screen where the Transfer Vehicle Button is located. Upon clicking the Transfer Vehicle Button the new customer profile will need to be search for and selected.
  • Updating a Fleet Profile
    Having your correct customer number associated with a fleet profile will allow you to quickly reference their history in LINQ by customer number and allow any integration with your business system to work correctly. Watch this short demonstration video to learn how.
  • Updating Skill Levels and Labor Rates
    Did you know … You can associate different Labor Rates with Skill Levels?
    Setting up your Skill Levels and Labor Rates in the Service Customization section will allow you to have multiple labor rates established so they can quickly be applied to an operation during the Estimate Creation process. Watch this short video to learn how?
  • Updating Tax Rates
    There are five different tax types that can be updated within your locations Platform. Administrative users can access and update Parts, Labor, Shop Supplies, Hazardous Waste, and Freight Taxes from the Edit Sales Tax Screen. It is important to note that any Tax updates made on the Edit Sales Tax Screen will only be applied to newly created estimates.
  • Updating the Email Template
    When notifications are sent from the LINQ Platform let your customer know who sent them. Notifications are defaulted with Decisiv as the sender however you do have the ability to customize the Email Template to display your company’s name. Updating this information only takes a minute and users with administrative privileges have the ability to do so, watch this short video to learn how.
  • VMRS Codes
    VMRS is a structured coding system developed by ATA to provide a standardized reporting system on equipment maintenance.  When VMRS codes are utilized they will allow your customer to classify the types of services being performed on their assets as well as monitor any reoccurring vehicle failures. Watch this short video to learn how.
  • WheelTime Signature Process
    Basic steps to navigate through the LINQ process to authorize WheelTime Signature payment.
  • WheelTime Signature Settlement Application
    Basic steps to navigate through the WheelTime Signature Settlement Application.
  • Work in Progress Report
    Do you use an Excel spreadsheet (or some other manually created form) to track ‘Work In Process’ in your shop? Creating and distributing reports like this can be time-consuming and often outdated as soon as the report is completed. There is a quicker and easier way to give others an up-to-date view of all the ‘Work In Process’ in your shop!!!
    Using the LINQ Platform, you can:
    1. Give anyone with web access a customizable view of everything going on in your shop.
    2. Download all of the ‘Dashboard’ information into Excel for email distribution.