USER MANUAL - mwarranty (Dealer User)

Transcription

1 USER MANUAL - mwarranty (Dealer User) Project Name : mwarranty Product Version : 1.0 Document Version : 1.0 Prepared By & Date : MUSA Dec 01, 2016 Last Updated By : MUSA Last Update Date : Dec 01, 2016 This document of Mahindra USA Inc. is for restricted circulation. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means without prior written permission from Mahindra USA Inc.

2 Table of Contents Dashboard... 3 Menu Quick Search Warranty Claim Create New Warranty Claim Warranty Claim Template Warranty Claim through Campaign Warranty Claim Creation through Pre-Approval Request Warranty Claim Creation through Reconsideration Request Search Audit Trail Pre-Approval Request Create Search Campaigns RMA Repair Order Quick Access Report A. Campaign Report B. Claim Details Report Service Request Labor Rate Revision Transfer of Ownership Reconsideration of Claim Training Request Support/Help Product Status Change Request Flat Rate Revision Support Page 2 of 83

3 Dashboard A dashboard is a data visualization that displays the metrics of important info in mwarranty application. Dashboard in mwarranty consists of To Do List, Graphs & News Sections When Dealer login to mwarranty, there are 4 To Do List and Interactive graphs are available on the home page A. Dashboard To Do List Below are the description of 4 tiles available on dashboard. 1. Drafts- This shows number of drafts created for login dealer from all users and are in Draft status. On clicking it, user will be directed to Claim search page list, wherein it will show all claims in Draft status. 2. Correction Needed- Whenever any claim is submitted, it goes to approver for approval. Approver view the claim and if he thinks that data entered in the claim is not correct, he can send back the claim to dealer by changing the status to Correction Needed. This tile shows count of claims which are in correction needed status and need further action by dealer on clicking this, user will be redirected to Claim Search page with filters on claims that are in Correction Needed status. 3. Parts Return Requests-There are instances wherein MUSA needs the failed parts back from the dealer for further analysis. Against every such request, application generates RMA - Return Material Authorization number RMA#. Parts Return Request tile on dashboard show count of RMA generated for the dealer. On clicking it, application will route the user to RMA page. 4. Campaigns- This tile shows count of Product serial # from all the open campaigns which are billed to the dealer. User will be redirected to campaign details page on clicking this tile. Apart from above tiles, there are certain other features available to make application more user friendly- Page 3 of 83

4 5. Screen Widening - User can reduce the menu to make main screen wide. Click on Navigation button Point 5 to reduce the menu. This will reduce the menu and user can see main screen more wide. On clicking the same button, main can be brought back to original screen. Page 4 of 83

5 6. Jumper This option is provided so that dealer can directly jump on other modules like Service Information, Electronic Parts Catalog. Once user click on any module, application will open that module in new tab without disturbing current module. 7. Mahindra Rise Dealer can navigate to main menu by clicking on Mahindra Rise at the top left hand side. On clicking, Dealer will be redirected to below page for selecting different module. Page 5 of 83

6 8. User Id Dealer can see the user id details by clicking on Right hand top icon next to Jumper. Icon shows two characters. First character is the first character of logged in user s first name and second character is the first character of his last name. Also, dealer can click on logout button to logout from the application. 9. Parent dealer login- When Parent dealer log in to application, he will be able to see details of all his child dealer. On Dashboard, he can see a drop-down next to Jumper. By default, it is set to All means all tiles and graph on dashboard shows data for all child dealer of logged in Parent child. Page 6 of 83

7 Parent dealer can select Child dealer from drop-down. Once selected, dashboard will show data with respect to that child dealer. In above dashboard, dealer is selected as bob16 which is a child dealer. Hence dashboard is showing data for bob16. B. Graphs There are three types of Graph available on Dashboard for admin. a. Warranty Claim Status- User needs to select Warranty Claim Status from drop-down of graph. This graph shows status of Total number of claims for 4 months for dealer. Page 7 of 83

8 On Mouse hover, it shows status of claim along with month and total number of claim for that status. Bars on graph are color coded indicating the status of claims. User can export the graph. Once user click on export icon, user can see different format to export the graph. Page 8 of 83

9 Click the desired option. Graph will be downloaded in that format. Page 9 of 83

10 b. Return Requests- This graph shows total number of Part Return request raised against claims and are in open status. In above graph, there are 23 return request with age more than 28 days and request is still open. These are highlighted in Yellow color. Blue color arc indicates there is 1 return request with age 8-14 days. On clicking on graph, user is re-directed to RMA page. c. Campaigns- This graph shows percentage of Campaign completed after 0-3, 6,9,12, > 12 months of launch date for all active campaigns. Page 10 of 83

11 Above graph shows that there are 48% campaigns that are completed in 3-5 months of launch date. Page 11 of 83

12 On clicking, user can see graph in terms of number. Above graph shows that there are 19 campaigns that are completed in 3-5 months of launch date. On clicking on graph, user will be redirected to campaign search page where he can see corresponding records of campaigns which are still open. Page 12 of 83

13 Menu Menu helps Dealer in using different functionality available. Below is the list of Menu with description- 1. Quick Search box Quick search box helps user in searching claim quickly without navigating on other pages. 2. Warranty Claim This menu helps user to Create and Search claim. It also helps in viewing changes done via Audit trail. Page 13 of 83

14 3. Pre-Approval Request Dealer can create and search Pre-approval request using this functionality. 4. Campaigns Shows detail of active Campaign. 5. RMA This functionality helps dealer in tracking part return request. 6. Repair Order Provides info about Repair order. 7. Quick Access As the name suggest, it gives quick view to the dealer about Product serial#. 8. Reports- There are two reports available to Dealer which he can view with this functionality. 9. Service Request- With this functionality, dealer can submit different service request. 10. Support- This functionality provides support to dealer. Below is the detail description of each Menu. 1. Quick Search - To search claim quickly without navigating to claim page, Dealer can search claim# from Quick Search functionality. Dealer can select Claim#/Product serial#/causal Part#/Repair Order#/Customer name and Standard Template from drop down next to box and search claim #. Steps involved are a. Enter either of Claim#/Product serial#/causal Part#/Repair Order#/Customer name/ Standard Template in Box. b. Click on drop-down and select appropriate check box. c. Click on search icon. d. Based on search criteria, application will display claim. In case there is one claim found, it will open the form but in case it found more than one claim, it shows entire list of claim and user can then select and view the required claim. 2. Warranty Claim Dealer can create claim for the Part that has failed and is not working properly. He can also search the claim which he has created earlier by using Search functionality. To view the changes made on claim, dealer can view Audit trail. Create - In order to create a claim, dealer needs to navigate to Home >>Warranty Claim >> Create. 1. New Warranty Claim In-order to create a new claim, dealer needs to follow below steps- Step 1 On clicking Create, a window will pop-up. Step 2 In-order to create a new claim, Select New Warranty Claim Page 14 of 83

15 Step 3 Once User select New Warranty Claim, below page opens where User can create Claim. Some details are prefilled based on Dealer Login like Dealer Code, Dealer Name & Location, Parent Code, Parent Name & Location and Currency. User needs to fill rest of the details on this page. Page 15 of 83

16 Note: User can click on List/Grid to change the view of Claim Creation page. On List, user will be able to see all the tabs as list. On Grid view, user can see different tabs in grid form. Once user has saved the draft, if he again open claim page, he will be able to see the form in the same format as it was earlier during same session. Step 4- Enter Product Serial#. User can select Product serial# using search icon next to this field. Once user enters Product serial #, Model, Category, Customer name and Retail date will get populated automatically. Page 16 of 83

17 Step 5 Enter the Failure date by selecting Calendar and enter Hour Meter reading. Step 6 Select the Claim Type from Drop-down. Page 17 of 83

18 Dealer can see different type of Claims based on business logic. In case there is any campaign open for logged in dealer which is applicable for Product serial # against selected, then dealer can see claim type as Campaign. In case there is any approved Pre-approval request for claim type Goodwill, then user can see Goodwill as claim type while creating claim against same product serial # as in pre-approval request. Step 7 On selecting Claim Type, application will automatically fill Warranty Expiration date, Hours limit, Coverage. Page 18 of 83

19 Step 8 Dealer can Save the Claim in Draft status anytime during claim creation and can fill rest of the details later on. Click on Save as Draft. Initially the status is blank. User will get confirmation message. Click on Ok. On Save as Draft, status of claim changes to Draft and Claim number gets generated. In this example, Claim # generated is 343. Step 9 User needs to enter details on different tabs. Details to be filled on each tab are describe below- 1. Claim Tab Below fields are required to be filled in Claim Tab- Page 19 of 83

20 SR#. Field Type Description Mandatory (Yes/No) 1 Dealer Code Pre-filled Dealer code of the User Logged in Yes Dealer Name & 2 Location Pre-filled Name and location of the dealer Yes 3 Coverage Pre-filled Coverage of the Claim selected Yes 4 Claim Creation Date Pre-filled Date on which Claim is created. Yes 5 First Submit Date Pre-filled Date on which claim is submitted for approval. Yes 6 Final Submit Date Pre-filled Date on which claim is submitted for final approval. 7 Created By Pre-filled Name of user who creates the claim. Yes 8 Responsible Processor Pre-filled 9 Processor Phone # Pre-filled 10 Service Manager Pre-filled 11 Final Approver Pre-filled Name of Processor responsible. Comes automatically once claim is submitted for approval. Phone # of Processor responsible. Comes automatically once claim is submitted for approval. Name of Service Manager. Comes automatically once claim is submitted for approval. Name of Approver who finally approves the Claim. Comes automatically once claim is Approved. Yes No No No No Page 20 of 83

21 12 Comments User needs to enter If user wants to write any comments, he can do so in this field. No 2. Failure Tab Below fields are required to be filled in Failure Tab- SR# Field Type Description Mandatory (Yes/No) 1 Repair Start Date User needs to enter Start date of Repair. It should be equal to or more than Failure Date but can t be more than current date. Yes 2 Repair End Date User needs to enter End date of Repair. It should be equal to or more than Start Date but can t be more than current date. 3 Repair Order # User needs to enter Enter Repair order number Yes 4 Customer Complaint User needs to enter 5 Dealer Observation & Corrective Action User needs to enter Need to describe complaint of customer. Minimum 10 characters. Need to describe dealer observation and corrective action taken by him. Minimum 10 characters. 6 Probable Cause User needs to enter Possible cause of failure No 7 Application During Failure User needs to enter Need to select from drop-down application during failure 8 Other User needs to enter In case above field is "Other", User needs to fill this field. Page 21 of 83 Yes Yes Yes Yes Yes

22 9 10 Implements / Attachments Usage Conditions Related to Complaint User needs to enter Any Implements/attachments needs to write here. Yes User needs to enter Dealer needs to write Usage Conditions Related to Complaint Yes 3. Causal Part Below fields are required to be filled in Causal Tab- SR# Field Type Description Mandatory (Yes/No) 1 Part# User needs to enter Causal Part# needs to enter in this field. Part because of which failure has occurred. User needs to click on search icon. A pop-up will open and user needs to select Part #. Yes 2 Description Pre-filled Description of part. No 3 Causal part replaced? User needs to enter In case, it is Yes Part details will be filled automatically in next tab - Part. Also, Return rule will be attached based on Yes/No in this field. 4 Qty. User needs to enter Quantity of Causal Part No 5 Aggregate User needs to enter Aggregate needs to select from drop-down Yes 6 Sub aggregate User needs to enter Sub aggregate needs to select from drop-down. Values in drop-down are based on Aggregate field selected. Yes No Page 22 of 83

23 7 Defect User needs to enter 8 Diagnostic Trouble Shooting Code - DTC Defect need to select from drop-down. Values in dropdown are based on Aggregate and Sub-aggregate field selected. User needs to enter Code needs to enter. No Yes Once all the required info is entered, user needs to click on ADD button to transfer the data in the lower grid. Note: User can edit the info by clicking on Edit button. In case he wants to delete the record, he can do so by clicking on Delete button. Page 23 of 83

24 4. Part- Below fields are required to be filled in Part Tab- SR# Field Type Description 1 Part# User needs to enter Part# which has defect needs to enter Yes 2 Description Pre-filled Description of part appears automatically Yes 3 Part Type Pre-filled Fill automatically Yes 4 Qty. User needs to enter Quantity of defective part Yes 5 U/M Pre-filled Unit of measurement. It comes automatically. Yes 6 Part Requested Amount Pre-filled 7 Part Approved Amount Pre-filled This field is a calculative field based on Qty. and Price of Part. Dealer can't enter this field. Claim once approved will reflect Part approved amount 8 Defective Part Serial # User needs to enter Serial # of defective part Yes 9 New Part Serial # User needs to enter Serial # of new part Yes 10 Part Return User needs to enter This is a check box. In case part needs to return, user needs to click on this check-box. Mandatory (Yes/No) Yes Yes No Once all the required info is entered, user needs to click on ADD button to transfer the data in the lower grid. Page 24 of 83

25 Note: 1. In case user has selected Causal Part replaced? in Causal part tab as Yes, application will fill all the info in part tab automatically. User can however edit the info. 2. Dealer can write comments in comments section in order to provide additional detail/info. 3. User can edit the info by clicking on Edit button. In case he wants to delete the record, he can do so by clicking on Delete button. 4. Once claim is sent for approval and it gets approved, Part Approved amount field will then show the approved amount. 5. Part Incentive % and Part Incentive amount is a calculative field and will populate in case claim is approved. 6. Calculation of Part Requested amount is based on Reimbursement Terms on warranty coverage. Dealer needs to click on button next to Part Incentive amount field to details. Page 25 of 83

26 Application will first check Part type. In this case it is Custom hence calculation will be based on Custom. Quantity is 10 and Part price is 100 hence total price is But as Payment percent is 1, application will calculate Payment amount which will be 1% of 1000 = 10. Now as Max Amount is 1$, application will again check minimum of Payment amount and Max amount which is 1$ hence Part requested amount is 1$ which user can see in Part Requested Amount field in Part tab. 5. Labor - Below fields are required to be filled in Labor Tab- Page 26 of 83

27 SR# Field Type Description 1 Labor Code User needs to enter 2 Labor Description Pre-filled 3 labor Hours Pre-filled User needs to select Labor code from search icon. A pop-up will open and user needs to select labor code as required Description of labor code selected. Comes automatically Labors hours comes automatically and is noneditable 4 Actual Hours Pre-filled It comes based on labor hours but is editable Yes 5 Approved Hours Pre-filled 6 Requested Amount Pre-filled 7 Approved Amount Pre-filled Dealer can't enter this field. Claim once approved will reflect approved hours This field is a calculative field based on Actual hours and labor rate. Dealer can't enter this field. Claim once approved will reflect approved amount 8 Remarks User needs to enter Dealer can enter any remarks as required No Mandatory (Yes/No) Yes Yes Yes Yes Yes Yes Once all the required info is entered, user needs to click on ADD button to transfer the data in the lower grid. Page 27 of 83

28 Note: 1. Dealer can write comments in comments section in order to provide additional detail/info. 2. User can edit the info by clicking on Edit button. In case he wants to delete the record, he can do so by clicking on Delete button. 3. Once claim is sent for approval and it gets approved, Labor Approved amount field will then show the approved amount. 4. Labor Incentive % and Labor Incentive amount is a calculative field and will populate in case claim is approved. 6. Miscellaneous- Below fields are required to be filled in Miscellaneous Tab- SR# Field Type Description 1 Expense Type User needs to enter User needs to select Expense Type from drop-down. Yes 2 Description Pre-filled Description of expense type selected. No 3 Invoice User needs to enter Invoice number of expense type selected No 4 Requested Amount User needs to enter User needs to enter requested amount. No 5 Approved Amount Pre-filled Dealer can't enter this field. Claim once approved will reflect approved amount Mandatory (Yes/No) Yes Page 28 of 83

29 6 Supporting Document User needs to enter 7 Attachment User needs to enter User can attach document in support of expense type selected. He needs to select type of supporting document to be attached from drop-down. User needs to click this field to browse the file and can attach. No No Once all the required info is entered, user needs to click on ADD button to transfer the data in the lower grid. Note: 1. Dealer can write comments in comments section in order to provide additional detail/info. 2. User can edit the info by clicking on Edit button. In case he wants to delete the record, he can do so by clicking on Delete button. 3. Once claim is sent for approval and it gets approved, Misc. Approved amount field will then show the approved amount. 4. Calculation of Misc. Requested amount is based on Reimbursement Terms on warranty coverage. Dealer needs to click on button next to Labor Incentive amount field to details. Page 29 of 83

30 Application will first check Misc. type. In this case it is Additional Labor Req. hence calculation will be based on Additional Labor Req. Requested amount is 200. But as Payment percent is 2, application will calculate Payment amount which will be 2% of 100 = 4. Now as Max Amount is 2$, application will again check minimum of Payment amount and Max amount which is 2$ hence Additional Labor Req. amount is 2$ which user can see in Additional Labor Req. Amount field in Misc. tab. 7. File Attachment Dealer can attach as many documents as he wants to. Steps involved are Step 1 Select the document type from drop-down. Step 2 Write the description of document in Picture/Document Description field. Step 3 Click on File Upload field to attach the document. Once any file is attached, count next to this field will reflect total number of attachment. User can see the image below. As one image is attached, user can see count as 1 Page 30 of 83

31 Step 4 - In case user wants to attach one more file, again select document type and enter description. Step 5 Click on File upload field again and browse file location to attach. Once attached, count will increase to 2 and user can see both images. On mouse hover on image, user can see the description. Step 6 Click on image to view it. Page 31 of 83

32 Step 7 User can zoom-out or zoom-in the image. He can also edit the description from here as well. Alternatively, user needs to click on edit button to edit the description. One pop-up will open and he can edit the description. Click on X button to delete the image. 8. Customer- This tab shows details of customer. Dealer can t edit any of these fields and are populated automatically. Page 32 of 83

33 9. Payment This tab shows details of Payment made. Info in this tab is populated once the claim is in Paid status and can t be edited. Details are - SR# Field Description 1 Currency Currency of Payment made 2 Payment Reference # Reference # of Payment 3 Payment Type Type of Payment 4 Payment Date Date of Payment 5 Credited Amount Amount Credited/paid 6 Part Incentive % Value comes from Part Incentive % field in Parts Tab 7 Labor Incentive % Value comes from Labor Incentive % field in Labor Tab 8 Dealer Excellence Incentive % Incentives given to Dealer for excellence 9 Shared Responsibility It Indicates responsibility to be shared by Dealer against the claim amount. Dealer will contribute % define in these fields and rest will be claimed to MUSA. 10 Payment Details Shows break-up of amount paid Step 10 Once Dealer enters all the details on claim page, he can either save the claim as draft or he can submit the claim for approval. Page 33 of 83

34 To save the claim as draft, dealer needs to click on Save button. This will save all the data entered by dealer and status of claim will be Draft. Dealer can search this claim and can either edit the details or can submit the claim for approval. To submit the claim for approval, click on Submit button at the top of page. Step 11 On clicking Submit button, Alert pop-up comes where in dealer needs to provide his input. Step 12- Click ok after entering message. Following confirmation message appear. Page 34 of 83

35 Step 13 - Click Ok. Page refreshes itself and Claim load again. Dealer can see the status of claim as Waiting for Approval. This claim is now sent for Approval as per Work Queue. Claim once submitted is available to dealer in view mode only and he can t edit any claim once submitted. Dealer can take the print of the claim by clicking on Print icon, download in excel/ PDF or can view summary by using menu on top on right side. Dealer can see all the claims on Claim listing page and can search any claim by using search functionality. Page 35 of 83

36 2. Warranty Claim Template Dealer can create Claim using template created by Admin. Navigation - Home >>Warranty Claim >> Create >> Standard Template Below are the steps Step 1 Go to Warranty Claim>> Create and select Standard Template. Page 36 of 83

37 Step 2 Below screen opens. User can search any template or he can create claim by using Create Claim button. Step 3 Once clicked, claim form open with pre-filled info based on template. Dealer can edit the required information and can create claim by following same steps as in Create Claim discussed above. 3. Warranty Claim through Campaign Dealer can create Claim through campaign which is launched by MUSA on timely bases. Claim can be created against campaigns which are open. Navigation - Home >>Warranty Claim >> Create >> Campaign Below are the required steps- Step 1 Go to Warranty Claim>> Create and select Campaign. Page 37 of 83

38 Step 2 User will be routed to below page. He can search Campaign which is applicable to him through search functionality. Step 3 Click on Create Claim button to create Claim. Claim created with this option will have Campaign as Claim type and can t be changed. Page 38 of 83

39 Step 4 Dealer can edit the data as required and can now follow the step same as Claim discussed above. 4. Warranty Claim Creation through Pre-Approval Request There are cases wherein Dealer needs to take pre-approval for claims. For such claims, dealer needs to raise Pre-Approval request. Once Pre approval request is approved, dealer can create Claim using the approved pre approval request. Navigation - Home >>Warranty Claim >> Create >> Pre-Approval Request Dealer needs to follow below steps to create claim through pre approval request- Step 1 Go to Warranty Claim>> Create and select Pre Approval Request. Page 39 of 83

40 Step 2 User will be routed to below page. He can search Pre Approval Request submitted and approved earlier through search functionality. Step 3 On listing, dealer can see all the approved pre approval request and he can create claim by clicking Create Claim button. Once clicked, below screen open. Page 40 of 83

41 Step 4 Dealer can edit the data as required and can now follow the step same as Claim discussed above. Page 41 of 83

42 5. Warranty Claim Creation through Reconsideration Request There are times when a claim submitted earlier is rejected by approver. In such cases, dealer can raise Reconsideration Request against the rejected claim and once such request is approved, dealer can create claim against that request. Navigation - Home >>Warranty Claim >> Create >> Reconsideration Request Dealer needs to follow below steps to create claim through Reconsideration request- Step 1 Go to Warranty Claim>> Create and select Reconsideration Request. Step 2 User will be routed to below page. He can search Reconsideration Request submitted and approved earlier through search functionality. Page 42 of 83

43 Step 3 On listing, dealer can see all the approved Reconsideration request and he can create claim by clicking Load Claim button. Once clicked, below screen open. Step 4 Status will change to Draft. Dealer can edit the data as required and can now follow the step same as Claim discussed above. Search Dealer can search any claim created by him by using search functionality. Dealer need to follow below steps to search claim by using different parameters- Navigation - Home >>Warranty Claim >> Search Page 43 of 83

44 Step 1 Go to Warranty Claim >> Search. Below page open. Step 2 Dealer can enter one or multiple parameter as required to search the claim. Once parameters are entered, user needs to click on search button to search. Application will display List of claims based on search parameters in the lower grid. Page 44 of 83

45 Step 3 User can click on action button and can view/edit the claims based on claim status. Audit Trail- Dealer can view the changes made on claim with the help of Audit Trail. He can use this functionality in two ways 1. Audit Trail via Claim Dealer can view audit trail of any claim directly from the claim. Steps are Step1 On Claim search page, search any claim and click on View/Edit. Step 2 Go to Warranty Claim>> Audit Trail. Based on claim# and Product serial#, below page will open- This page will display various actions performed on this claim. Page 45 of 83

46 2. Audit Trail by Search Dealer can search any claim# and view the audit trail directly. Steps are Step 1 - Go to Warranty Claim>> Audit Trail. Below page will open- Step 2 Enter Claim# and Product serial# and click on search. Below page will open- Dealer can see various actions performed on this claim. 3. Pre-Approval Request Dealer can submit Pre-approval request to create claims in future. He can take prior approval of approver before actually submitting the claim. Once Pre-approval request is approved, dealer can create claim using this request. Page 46 of 83

47 Create - Steps involved for creating Pre-Approval Request are - Step 1- Go to Pre-approval request >> create. Following page open. Step 2 Just like Claim, dealer needs to enter all the required info and need to submit the Pre-Approval Request for approval. Dealer can follow steps to create Pre-approval request same as Claim. Step 3 Once request is approved, he can create Claim using functionality Warranty Claim through Pre-Approval request Dealer needs to follow steps described in functionality Warranty Claim through Pre-Approval request. Search Dealer can search any pre-approval request by navigating to Pre-Approval Request >> Search. Below are the steps to search any request Step 1 Enter the search criteria and click on Search button. Based on entered parameter, application will display pre-approval request on listing page Page 47 of 83

48 Step 3 User can click on action button to view the request. 4. Campaigns Time and again, MUSA use to announce Campaign. Such campaign is dealer specific and can be view only if the campaign is announced for that dealer. Dealer can create Claims against those campaigns using Campaign menu. Steps involved are Step 1 Go to Home>> Campaign. Following page will open the search page- Step 2 Dealer needs to enter Search criteria and need to click on search button. Once clicked, all related campaigns will appear in listing. Application will list only those campaigns applicable for the logged in dealer and is not yet ended. Page 48 of 83

49 Step 3 Scroll to the right side of screen. Dealer can see count of Product. Means there are three Product serial# applicable for this campaign. Page 49 of 83

50 Step 4 Click on number. Following page will open- Step 5 Dealer can take two actions. He can either create claim for a particular serial number or he can submit service request for Product Status change. Step Create Claim- Dealer needs to click on Create Claim button. Once clicked, following window open- Step Dealer can edit the data and can create the claim using steps as of Claim described above. Step 5.2 Update Status Page 50 of 83

51 Dealer can request to update Product Status. Click on Update Status icon. Step Following page opens up- Step Dealer can update the info and can submit Product Campaign Status change request. We will discuss this in detail in Service Request Module. Page 51 of 83

52 5. RMA - RMA means Return Material Authorization. Whenever MUSA wants dealer to return the part, admin can create Return rule and based on return rule, whenever any claim is approved RR is attached and RMA# is generated. Based on that RMA#, dealer needs to return the part to MUSA. Dealer can return the Part using RMA functionality available on application. Dealer needs to follow below steps Step 1 Go to Home>> RMA. Following page open- Step 2 Dealer can search RMA by entering different parameters. Click on search and based on parameters, Listing will show list of RMA. Page 52 of 83

53 Step 3 On Clicking on Claim#, user will be routed to Claim page and will details of Claim. On Clicking Claim# 296, following screen open- Step 4 On clicking on RMA# on listing screen, RMA creation page will open- Step 5 RMA page shows details of RMA. On Parts Information, dealer can see the progress. This field gets updated automatically based on real time status. There can be three statuses which dealer can see- 1. Requested it means that Part return is requested. 2. Dispatched It means call tag has been generated, and part has been sent to desired location per RMA. 3. Received Once Part is received at Ship to location, status changed to Received. Page 53 of 83

54 Step 6 Initial status is Requested. Step 7- On Listing screen, dealer needs to click on FedEx Icon (Call Tag) to generate call tag. Once call tag is generated, Dealer can see Call Tag number. Dealer needs to click on Download Packing List which needs to be attached with part that needs to be return. Click on Download Packing list. Page 54 of 83

55 Following PDF is downloaded that needs to be sent. Based on details, FedEx person will come and pick the part. FedEx will update the status of RMA to Dispatched at his end and the same can be seen by Dealer. Dealer needs to select RMA number and click on Update Tracking. To get updated status. Page 55 of 83

56 Status changes to Dispatched. Once Part reaches to Ship to location, FedEx change the status of RMA to Received which dealer can see on RMA page. Page 56 of 83

57 Once RMA is processed, Status changes to Closed. 6. Repair Order This functionality helps Dealer in getting details about Repair Order against Particular Product serial number. Below are the steps- Step 1 Go to Home>> Repair Order. Following screen open. Page 57 of 83

58 Step 2 Click on search icon against Product serial number and enter Product serial #. It will list all Repair order against Product serial number with status of associated claim. 7. Quick Access As the name suggest, this functionality provide dealer to quickly access Product information like Product Details, Dealer details, Customer details, Configuration, History, repair Order detail, Campaign detail, Warranty Policy and Coverage. Steps are Step 1 Go to Home>> Quick Access. Following page will open- Page 58 of 83

59 Step 2 Click on Product Serial # Search icon. A page will open. Search the required Product serial # and click on Select. Page 59 of 83

60 Select Product serial#. Once selected, application will show details of Product serial # which dealer can view. Step 3 Dealer can download details in PDF form by clicking on PDF icon and can take print as well by clicking on Print button. 8. Report There are two reports available to Dealer A. Campaign Report This report gives details to dealer about the Campaign applicable for him with status Closed/Active or Expired. Below are the steps required to follow to generate Campaign report- Step 1 Go to Home>> Report>> Campaign Details. On clicking, below screen will open- Page 60 of 83

61 Step 2 Dealer can select different parameters available on Report page. There are two Output format- Excel and PDF. Select required Output format from drop-down and click on View. Step 3 Based on entered parameters, report will be downloaded and dealer can view the report. Following is the example in PDF- B. Claim Details Report This report gives details to dealer about the Claims created by him and are in Paid Status. Below are the steps required to follow to generate Claim details report- Step 1 Go to Home>>Report>>Claim Details. Following page will open- Step 2- Dealer can select different parameters available on Report page. There are two Output format- Excel and PDF. Select required Output format from drop-down and click on View. Page 61 of 83

62 Step 3 Based on entered parameters, report will be downloaded and dealer can view the report. Following is the example in PDF- 9. Service Request This functionality helps dealer in raising service request for different type of request. There are 7 type of service request that can be created by Dealer- 1. Labor Rate Revision. 2. Transfer of Ownership. 3. Reconsideration of Claim. 4. Training Request. 5. Support/Help. 6. Product Status change request. 7. Flat rate Revision. Go to Home>>Service Request. Following page open- Page 62 of 83

63 Dealer can search service request submitted earlier and on listing can export to excel as well. He can create new Service request by clicking on Create. Below are the details of each Service request- 1. Labor Rate Revision- Labor rate are decided by MUSA. In case dealer thinks that labor rate should be revised, he can submit Labor Rate revision request. Steps are Step 1 Click on Create button on Service Request search page. One window will open. Select Labor Rate Revision - Page 63 of 83

64 Step 2 Following page will open. Dealer need to fill complete details. Step 3 For labor rate increase request, Dealer has to comply by all 6 conditions as per notes on the left hand side of form. For ex- At-least 5 paid customer retail labor repair invoices needs to attach. Once dealer comply with all the points on notes, he has to check I accept all the terms are true check box for the terms on left hand side of page. Page 64 of 83

65 Step 3 Fill all the required details and click on Save. On save, dealer will get confirmation message. Page 65 of 83

66 Step 4 Click on Ok. User will get below message- Step 5 Press Ok. User will be redirected to listing screen where he can see Latest SR on the top with request #. Status of new request is Open. Once approved, status changes to closed. 2. Transfer of Ownership This request is raised by Dealer to transfer the ownership of Product. Dealer needs to follow below steps- Page 66 of 83

67 Step 1 Click on Create button on Service Request search page. One window will open. Select Transfer of Ownership - Step 2 - Following page will open. Dealer need to fill complete details. Select Product Serial# from search icon next to this field. Model will appear automatically. Select transfer date and enter rest of fields. Dealer can also upload file. Status of request is Open. Click on Save. Step 3 Dealer will get confirmation message. Click on ok. Page 67 of 83

68 Step 4 Dealer will be redirected to listing screen of all request. Dealer can see this new request at the top with request #. 3. Reconsideration of Claim There are cases wherein approver rejects claims. Dealer can request approver to reconsider Rejected claims by submitting Reconsideration of Claim request. Note that only Rejected claims can be submitted to reconsider if there is any valid reason and same is requested in allowed timelines. Below steps are required to follow- Step 1 - Click on Create button on Service Request search page. One window will open. Select Reconsideration of Claim - Page 68 of 83

69 Step 2 - Following page will open. Step 3 Select Type as Rejected from drop-down. In Claim# field, application will show all the claims for that dealer which are in Rejected status. Select claim#. Enter comments if required. Page 69 of 83

70 Step 4 - Click on Add button. Dealer can edit or delete the claim#. As the dealer is submitting a new request, status will be Open. Step 5 Click on Save. Once saved, dealer will get confirmation message. Click on ok. Page 70 of 83

71 Once saved, dealer will be redirected to listing page. Dealer can see this new request at the top with request #. 4. Training Request Dealer can raise request for training. These trainings help them in doing their work efficiently. Below are the steps to create this request- Step 1 - Click on Create button on Service Request search page. One window will open. Select Training Request - Page 71 of 83

72 Step 2 - Following page will open. Step 3 Dealer needs to enter Training area name from drop-down, name of person who requires training needs to enter in Training Request name field along with its designation in Designation field. Dealer needs to enter suitable date from and to. Page 72 of 83

73 Step 4 - Click on Add button. Dealer can edit or delete the details. As the dealer is submitting a new request, status will be Open. Step 5 Click on Save. Once saved, dealer will get confirmation message. Click on ok. Page 73 of 83

74 Once saved, dealer will be redirected to listing page. Dealer can see this new request at the top with request #. 5. Support/Help Dealer may require support or help from MUSA regarding application or on other area. For such support, he can raise Support/Help service request. Below steps are required to follow- Step 1 - Click on Create button on Service Request search page. One window will open. Select Support/Help - Page 74 of 83

75 Step 2 - Following page will open. Step 3 Select Area from drop-down and enter comments as required. Dealer can enter comments as required. Page 75 of 83

76 Step 4 Dealer can upload file as well. Click on Add button once file is uploaded. Dealer can edit or delete the file. Step 5 Click on Save. Once saved, dealer will get confirmation message. Click on ok. Page 76 of 83

77 Once saved, dealer will be redirected to listing page. Dealer can see this new request at the top with request #. 6. Product Status Change Request Dealer may raise service request to change Product status. In event of disposal or theft of complete unit or discovery of the same. There are two type of statusa. Back in Service In case any product which was out of service earlier, dealer can request MUSA to change the status to Back in Service. b. Out of Service In case any product which was in service earlier, dealer can request MUSA to change the status to Out of Service. Below steps are required to follow- Page 77 of 83

78 Step 1 - Click on Create button on Service Request search page. One window will open. Select Product Status Change Request - Step 2 - Following page will open. Dealer need to fill complete details. Select Product Serial# from search icon next to this field. Model will appear automatically. Select type of change, back date/out date and enter rest of fields. Dealer can also upload file. Status of request is Open. Click on Save. Step 3 Click on Save. Once saved, dealer will get confirmation message. Click on ok. Page 78 of 83

79 Once saved, dealer will be redirected to listing page. Dealer can see this new request at the top with request #. 7. Flat Rate Revision- In case dealer wants to request for Labor Hour change, he can do so by submitting Flat Rate revision request. Below steps are required to follow- Step 1 - Click on Create button on Service Request search page. One window will open. Select Flat Rate Revision - Page 79 of 83

80 Step 2 Following page will open- Step 3- Select Series, Model and Labor Code. It will populate Operation description and Standard Labor Hour. Enter Requested Labor Hour. Dealer can enter comments and can upload file. Page 80 of 83

81 Step 4 Click on Add button. Dealer can edit or delete the claim#. As the dealer is submitting a new request, status will be Open. Step 5 Click on Save. Once saved, dealer will get confirmation message. Click on ok. Page 81 of 83

82 Once saved, dealer will be redirected to listing page. Dealer can see this new request at the top with request #. NOTE: - Dealer can edit any service request raised till the time it is approved. Once approved, dealer can view the request but can t edit it. 10. Support Dealer can seek support from MUSA by using this functionality. There are three type of support available to Dealer- Page 82 of 83

83 1. User Manual- User Manual is a step by step guide that will help user to use mwarranty application. This Manual shows steps that needs to be followed to use the application. 2. Contact Us- Dealer can contact MUSA who can assist dealer with different functionality. On clicking Contact Us, below page will open having details of ids based on State/Province Coverage. Page 83 of 83