Service Connect Guidebook. ALWAYS Start with Service Connect for CDK Support.

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1 Service Connect Guidebook ALWAYS Start with Service Connect for CDK Support.

2 Service Connect Same People. Better Support. Service Connect is your direct connection to the support solutions you need when you need them. Helping you get the fastest response possible for your most critical issues. Directing you to the right resource and the right expertise every time you contact us. Significantly reducing the effort required for you to get support.

3 Table of Contents 04 Get Started 05 Easy to Use Need Assistance 07 Let s Chat A Faster Fix for Printer Issues A Finely Tuned Serach 10 Community Get Learning Support With a Click Your Direct Connection to Your CAM 13 Enhanced Case Search 14 Stay Informed, with Alerts 15 Stay Connected from Anywhere 16 Go Mobile

4 Get Started Always start with Service Connect for CDK Support. Opening a support case with Service Connect is the fastest way for you to get support. Calling on the phone and waiting on hold is a thing of the past. An entire universe of support awaits on Service Connect. To get started, simply click the Service Connect icon on your desktop we already know who you are and what your CMF number is. Just like that help is on the way. 04

5 Easy to Use Simple Navigation The features you use most are more prominent. All of your open cases and alerts are available from the homepage. You can easily track and manage everything in one place. Knowledge in No Time Color-coded indicators and icons help you quickly find different types of cases, get status updates and find answers. No Guesswork Your support options are clearly defined by large, context-sensitive navigational buttons. Breadcrumb reminders ensure you never get lost looking for assistance. Easy Access To access Service Connect, simply click the Service Connect icon on your CDK desktop. 05

6 Need Assistance? Faster than the phone, the Need Assistance button on the Service Connect desktop helps deliver the answers you need, when you need them. Built Smart Need Assistance helps you get the fastest response possible for your most critical issues. Your case is directed to the right resource and the right expertise every time. More Knowledge, Quick Results You have direct access to a goldmine of helpful content, including how-to videos and featured tips and tricks. Customize Your Contacts What if you create a case at one dealership but need CDK to contact you at another? No problem. Highly customizable contact options let you meet virtually any scenario in today s highly mobile dealership environment. 06

7 Let s Chat Get Help Now Web chat puts you in direct contact with a CDK Support Associate in real time helping you find the answers you need as fast as possible. And, we ll already know who you are and what your client number is, so you won't have to answer any annoying questions. Pretty great, right? We ll Call You Web chat is the best place to start your conversation with CDK. If needed, we can turn the chat into a phone conversation and continue working on your issue right where your chat left off. We ll call you at the number you provide. Save Time Web chat provides you with convenient access to a live person to help answer your questions right from your desktop. 07

8 A Faster Fix for Printer Issues No More Middle Man When you enter a qualifying printer issue in Need Assistance, Direct Dispatch routes your case straight to CDK Field Service, bypassing standard support channels. You'll be printing again in no time. To Start Simply start with Need Assistance and click Printer to begin. Your qualifying printer issue will be directly dispatched to CDK Field Service for quick resolution. All Together Track Direct Dispatch cases alongside your other support cases. 08

9 A Finely Tuned Search Robust search features make it fast and easy to find solutions. 1 Top Picks Starred listings are hand-picked by CDK to help resolve your problem Related Queries Refocus your search by selecting a related topic. Did You Mean? Receive similar topics when you mistype a query Search Tips Find new ways to fine tune your search. Dynamic Filters Narrow your results to specific applications or content types. 2 09

10 Service Connect Community Share, Learn, Collaborate Join the conversation in the Service Connect Community. You ll be part of an online forum where you can get help solving your daily business challenges and share tips with other dealerships. It s users helping users. The Service Connect Community... allowed me to reach out to fellow CDK users and get some great feedback. Sydney Sparrow CDK Administrator, Earnhardt Auto Group There are times when you need a user s perspective to resolve operational issues, and the Community provides that. Dennis Duncan CDK DMS Specialist, Fletcher Jones Management Group Feedback from other dealerships through the Community can sometimes be the best way to answer questions based on real-world situations. Jason Wilhelm IT Manager, Alaska Sales & Service 10

11 Get Learning Support With a Click Need help with learning? With just a click, a CDK Learning Coordinator can assist you with: Logging into CDK University Finding a course Registering for a course Running reports Adding or removing users Training is important to your success and we want to make it as easy as possible. Just click the Training apple icon and a CDK Learning Coordinator will be there to help. Start your learning now. Get direct access to cdkuniversity.com by clicking this CDK U icon. 11

12 Your Direct Connection For your non-technical questions, your Client Account Manager (CAM) is just a few clicks away on your desktop. Cut to the Chase Exchanges with your CAM now require less back and forth. Simply select from lists of detailed issues when creating your request. Your CAM will know exactly what you need. For technical questions, please use Need Assistance. 12

13 Enhanced Case Search Case history is displayed front and center, making it easy to review and search open and closed cases. Customize Case Search Start by clicking the Case Search icon with the magnifying glass at the bottom of the screen. Use the filters to narrow your search as needed choose Case Status, Case Type, Location or Case Create Date. Then export search results to Excel and drill down into case details for even more information. Color-Coded Case Statuses Case status is color-coded for quick identification. 13

14 Stay Informed, the Easy Way Service Connect Alerts keep you ahead of the curve on upcoming software deliveries, updates, system monitoring status and other important announcements. Got the Message? All standard alerts can quickly be viewed by clicking the Alerts tab on the main Service Connect panel. Need to Know Some alerts will automatically pop open on your desktop. These announce important new product features or updates. Simply click to close. 14

15 Stay Connected from Anywhere Wherever there s an Internet connection, there s Service Connect ANYWHERE. You already have Service Connect. Now you can access Service Connect from anywhere you have an Internet connection. It s just what you need when you re away from the dealership, or without access to CDK Drive. Once you ve registered, access Service Connect Anywhere from cdkglobal.com/scanywhere. Be sure to save this link to your favorites! Registration pick one of these two ways: 1. From Service Connect (within CDK Drive) Click My Settings Click the Service Connect Anywhere button Create a password Click enter and you are ready to go 2. From Service Connect Anywhere Enter your dealership CMF/client number or search Complete the required fields Validate the registration by clicking the link in the that you receive 15

16 Go Mobile Get CDK Support on your Android, iphone, ipad or other Apple/iOS device. With features, navigation and push notifications optimized for your mobile device, you can now stay connected to all the time-saving features of Service Connect from wherever you are. Download the Free App in Three Easy Steps Step 1 Download the app from the itunes or Google Play stores. Look for CDK Service Connect. Step 2 Use your Service Connect Anywhere account credentials to log in to the mobile app. Step 3 Go mobile! 16

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