SmartCare Plus™ Tutorial

Requesting Assistance

 

    Overview

    This function allows you to log a Support Incident with CBM. This input is stored in our database and will be retreivable only by you and the CBM support personnel. Additionlly, your request is send via Pager and E-mail to the appropriate personnel within CBM (based on equipment type and personnel expertise).

    Also, during this process you have the availablity of searching CBM's database. Your part searches will return the exact part number, part description, and all applicable pricing (purchase, repair, and exchange). You may add this part information to your Request for Assistance with the simple click of a button.

    Emergency Part Request Form

    Filling Out the Form

    The Request Assistance form, as seen at the right, allows you to enter the equipment category (and sub-category), relative severity (Informational, Minor, Major, and Critical), a short one line trouble/request synopsis, and a detailed trouble report description. Additionally, since you may not be at your listed telephone number, we request your current callback and the service location that is encountering the problem.

    Upon submission it will return a Ticket number to you to allow you to track the progress of your request (See Open Reports)

    If you need to update the status of the ticket, add additional trouble information, or review the current work done on your trouble, you may select "Review/Change Open Tickets" from the SmartCare Plus™ Tools pop-up menu.

    Searching for Parts

    You may dynamically search for parts and part information by using the input selections in the gray box labeled "Part Lookup". In the "Search for:" input field, you enter the textual info you are looking for. This text may by partial part numbers or partial descriptions as noted in the associated dropdown.

    Part Lookup - Popup Window As an example, if you were to search for "tn" as a part of a part number, the system will open a pop-up window, like the one shown at the left.

    It shows the first of the 49 parts in the database that have the letters "tn" in the part number. The part description along with purchase, exchange, and repair pricing are also shown. The window provides the NEXT and PREV linkages to allow you to browse through the 49 matching parts.

    Upon finding the part you require, you may adjust the quantity required, Transaction Type (purchase, exchange, repair), and type of shipping (Emergency is counter-to-counter and Standard is Overnight/Next Day). Then by clicking on the button Add to Iicket, the system will automatically make the part entry for you in your original window in the "You Need:" input box. (You will be notified by an alert box that this was successful.)

    You may do multiple searches and multiple part additions as you require.

    Submitting your Request

    When you click the button Submit Request (back in your main window), you will be presented with a confirmation screen with your inputs listed. On the confirmation screen, click the button Generate Ticket and Contact CBM SME.

    What Happens Next?

    You will be presented with the Ticket Tracking number for your request to allow you to review its progress and the appropriate personnel within the CBM organization will be both paged and e-mailed.

    You can view your ticket using the Review/Change Open Tickets selection on the SmartCare Plus™ Tools pop-up menu.