user s manual technical support and FAQ

Transcription

1 access I browse Complete and detailed instructions for accessing and browsing through Sacmi s technical support service and dedicated database - and it s all online! user s manual technical support and FAQ

2 Page 2 esupport001_01

3 TABLE OF CONTENTS 1. INTRODUCTION HOW TO ACCESS THE E-SERVICES PAGE ACCESS FROM THE SACMI WEBSITE ACCESSING THE SERVICE DIRECTLY MAIN SACMI IMOLA eservices PAGE REGISTERING WITH SACMI IMOLA eservices REGISTERED USERS REQUESTING SERVICE AND FAQ NEW REQUEST LIST OF REQUESTS F.A.Q (FREQUENTLY ASKED QUESTIONS)...15 Page 3

4 1. INTRODUCTION This user s manual is part of Sacmi s Customer Relationship Management program and has been compiled in order to help you use our eservices system. A specific area dedicated to eservices has been created within Sacmi s website This manual aims to guide the user on how to use the eservices as well as providing information on how deal with technical problems by communicating directly with our experts or referring to the F.A.Q. (Frequently Asked Questions) section. We believe we have succeeded in setting up a service which should prove to be extremely useful for all our customers. Enjoy browsing through our web-pages! 2. HOW TO ACCESS THE E-SERVICES PAGE 2.1 ACCESS FROM THE SACMI WEBSITE - Type in the address click on the E-SERVICES link in the middle - Fig.1): Fig.1 Page 4

5 2.2 ACCESSING THE SERVICE DIRECTLY Type in the address to gain direct access to Sacmi s e-services without having to pass through the home page. The following display will appear (Fig. 2): Fig. 2 The https address displayed indicates that the user is operating within a secure and protected environment (from the user s end this can be seen by means of the padlock icon at the bottom-right of the video-page). Https indicates that the website it protected by a 128 bit security protocol which means that all the information and data exchanged via the site is encrypted. Page 5

6 3. MAIN SACMI IMOLA eservices PAGE The first video-page in the E-Services application provides two different options: 1. The user can request to be registered with a particular eservice; 2. The user can access the services that it he is enabled for. A check procedure for the User Name and Password (assigned exclusively to the users who requested them) is performed. 3.1 REGISTERING WITH SACMI IMOLA eservices The display which appears (see Fig.3) gives a brief description of each service available. Click on one of the services to open the corresponding page explaining how that service operates. From this page the user can access the relevant registration form. The services which are currently available are the following: edocs&espares - spare parts catalogues, operation & maintenance manuals, layout and engineering diagrams, on-line spare parts sales. esupport - customer service/technical support and on-line access to FAQ epay - on-line payment by credit card. Fig. 3 Page 6

7 3.2 REGISTERED USERS Once you have been authorised to use the service and have received your User Name and Password, type in the login data in the spaces provided as shown in Fig. 4. Fig. 4 Page 7

8 The following information is given at the bottom-right of the screen below the Login data (Fig.5): The name of the Company/Group The last time the user was connected to the service The various companies belonging to the group } Fig. 5 The services the user can access are listed on the left-hand side of the screen (Fig.6): { Fig. 6 Page 8

9 4. REQUESTING SERVICE AND FAQ Select the link Online management of Customer After-sales Service and Technical Support (FAQs) to open the main page of this service (Fig. 7). Fig. 7 This window indicates the name of the customer as well as the relevant department. If the name displayed is not yours, go back to the Log-in page by selecting the button provided Back To Login. This page provides three options: The user can make a new request The user can bring up a list of the requests The user can refer to the FAQ (Frequently Asked Questions) Page 9

10 4.1 NEW REQUEST Select the New Request button to open a new window (Fig. 8). Fig. 8 Three folders are shown at the top which allow the user to choose between the different services offered (New Request, Requests List, F.A.Q.). Pull-down menus are provided on this page to help the user better identify the problem and machine in question. The following data needs to be entered: First of all, the system prompts the user to select the type of machine needing service as well as the serial number. At this point, it is extremely important to clearly identify the type of service operation that needs to be performed. Select the right option from the menu: Electrical/electronic Mechanical/Hydraulic Production process Page 10

11 The customer can also enter more specific technical details in the text area provided and headed Description. Finally, the user is asked to indicate who is making the request and the corresponding e- mail address (or several addresses separated by ;) as a reference. Once all the data has been entered, simply press the OK button. A summary is then displayed confirming the data entered by the user (Fig. 9). Fig. 9 To send the request for service press SEND. To interrupt the operation or start again press BACK. If there is any information relevant to the problem in question contained in the F.A.Q. archive, the following link will be displayed: Faq on this topic. If there is no information in the archive the display will show: No Faq on this topic. Page 11

12 When the request has been confirmed, a page will appear that can be printed out and kept by the customer for reference (Fig. 10) The user can then choose to go back to the main menu if required. Fig. 10 A summary is given again of the customer s data (account) and the machine requiring service (serial number, machine type, type of service operation to be performed, description) with reference to the data previously entered (Customer Reference, Mail Reference). Finally the user can print out the data given in the summary or go back to the Main Menu. Page 12

13 4.2 LIST OF REQUESTS Select the Requests List button to display a page showing a list of all the requests for service so far made (Fig. 11). Fig. 11 The list is fairly detailed. In fact, in addition to showing the request ID, the serial number, machine type and customer it also contains the date the request was recorded and the current status of the request (indicated, being processed, closed). Page 13

14 The icon headed Message board and shown next to each description is particularly useful. The user simply needs to identify the request he/she made and select the corresponding icon. At this point he/she will be put in direct contact with a Sacmi technician (Fig. 12). Fig. 12 The dialog that takes place between the technician and the customer allows an archive to be built up containing all the various problems which can arise with a particular machine. The technician and customer communicate by sending s. A button has also been provided in the reserved area which allows attachments to be sent back and forth. For example, it might be necessary to send video-clips indicating the operations to be performed on the machinery or detailed drawings to help solve the problem. Page 14

15 4.3 F.A.Q. (Frequently asked questions) Select the F.A.Q. button to open a new page (Fig. 13) which allows the user to search through the frequently asked questions stored in the archive. The user should enter specific details in order to find the questions relating to the problem in question. Fig. 13 The user is prompted to specify the period of time (optional field), the machine (Sacmi), the machine type (choose from those given in the pull-down menu), the type of service operation required (electrical, mechanical or production process) and the topic (optional field). At this point the search procedure can be activated by selecting the Search F.A.Q. button. If the search produces results, these will be indicated in the box beneath the FAQ link. If this is not the case, a link entitled No Faq will appear. To perform a new search simply press Cancel Search and select the required search criteria again. Page 15