Terex Management System (TMS)

Transcription

1 Terex Management System (TMS) Instructor Manual

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3 Instructor Manual TMS is the technology foundation that enables and supports the business capabilities we need to serve our customers, leverage our supply chain, optimize our financial management, and improve our decision making.

4 COPYRIGHT 2009 Terex Corporation. All rights reserved. No part of this manual may be reproduced, transmitted, transcribed, stored in a retrieval system or in electronic format, or translated into any other language in any form or by any means without the written permission of Terex Corporation. TRADEMARKS AND ACKNOWLEDGMENTS Oracle and UPK are registered trademarks of Oracle. Other products mentioned are trademarks or registered trademarks of their respective companies.

5 Table of Contents Course Overview...1 Introduction to TMS...3 How to Use this Guide...4 Course Objectives...5 Lesson 1: Access and Navigation...7 Overview and Objectives...9 Access TMS isupport...10 Navigating through TMS isupport...17 Lesson 2: Home Page Display Functions...29 Overview and Objectives...31 Change the Home Page Display...32 Enabling Home Page Subscriptions...36 Change Home Page Bins: Service Request...44 Change Home Page Bins: KM Solution Quick Links...55 Lesson 3: Service Request Management...61 Overview and Objectives...63 Search for Service Requests using the Quick Find...64 Search for Service Requests using the Service Requests Bin...67 Search for Service Requests using the Support Tab...71 Define a Service Request Search View...82 Create a Service Request...96 Update a Service Request Close a Service Request Lesson 4: Knowledge Base Overview and Objectives Search for a Solution using Categories Search for a Solution using the Search Functionality Search for a Solution using Top Solutions Add a Solution to the KM Solution Quick Links Table of Contents Page i

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7 Course Overview Course Overview Course Overview Page 1 of 154

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9 Course Overview Introduction to TMS The Terex Management System is the technology foundation that enables and supports the business capabilities we need to serve our customers, leverage our supply chain, optimize our financial management, and improve our decision making. The software that runs TMS is called the Oracle E Business Suite. This software is an integrated family of application products that share a common look and feel. Using the menus and windows of this application, users have access to all the functions needed to manage business information. This system is responsive to users, supporting a multiwindow graphical user interface (GUI) that provides a point-and-click capability. Users can rely on their mouse or keyboard to operate graphical controls such as pull-down menus, buttons, poplists and checkboxes. In addition, the system offers many other features such as field-to-field validation and list of values to help you simplify data entry and maintain the integrity of the data you enter. It is important to remember that while TMS does include the implementation of the Oracle suite of Enterprise Resource Planning software, it is not just Oracle technology. In fact, while it is technically accurate to refer to the application software as Oracle, the best way to think about TMS is that it is a tool that Terex will use to help us pull our company together so we can serve our customers, shareholders and each other more effectively and efficiently. For this reason, we have replaced the use of the term Oracle, except where it refers to the company itself, with Terex Management System (TMS) or the acronym TMS. Course Overview Page 3 of 154

10 Course Overview How to Use this Guide This participant guide is intended to help Terex Management System (TMS) users to become familiar with TMS isupport, both in and out of the classroom. Each lesson includes the detailed steps necessary to complete a function. Icons The following icons are used throughout this guide: Course Overview Page 4 of 154

11 Course Overview Course Objectives This course demonstrates how to use TMS isupport. TMS isupport is an internet based customer support application that allows Terex to provide support online. This training course is a prerequisite for all Terex Dealers and end customers who will use TMS isupport to raise Service Requests and Issues and to browse through the Terex Knowledge Base to search for solutions 24x7. After completing this course, Terex Dealers and end customers will be able to: Access and navigate TMS isupport Personalize the TMS isupport homepage Search for solutions in Knowledge Base Create, update, monitor, and close service requests Course Overview Page 5 of 154

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13 Lesson 1: Access and Navigation Lesson 1: Access and Navigation Lesson 1: Access and Navigation Page 7 of 154

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15 Lesson 1: Access and Navigation Overview and Objectives This lesson demonstrates how to access and navigate TMS isupport. After completing this lesson, Terex Dealers and end customers will be able to: Access TMS isupport Navigate through TMS isupport Lesson 1: Access and Navigation Page 9 of 154

16 Lesson 1: Access and Navigation Access TMS isupport The following procedure demonstrates how to access TMS isupport. For a user to have access to TMS isupport, a request should be made to your Aftermarket representative. Personal Information and company name are the minimum requirements to access TMS isupport. All users will require a login username and password to access the application and no guest users are allowed. After completing this procedure, Terex Dealers and end customers will be able to: Access TMS isupport Access TMS isupport profile information Procedure The following frames introduce how to access areas of TMS isupport, and the TMS isupport profile page. Lesson 1: Access and Navigation Page 10 of 154

17 Lesson 1: Access and Navigation 1. For a user to have access to TMS isupport, a request should be made to your Aftermarket representative. Personal Information and company name are the minimum requirements to access TMS isupport. All users will require a login username and password to access the application and no guest users are allowed. Access the TMS isupport system through the URL: 2. TMS isupport is available in several languages. The desired language may be chosen from the drop down menu at the top of the window, if applicable. Once at the login screen, enter the desired information into the User Name field. For the purposes of this training simulation, enter "peter.parker". Lesson 1: Access and Navigation Page 11 of 154

18 Lesson 1: Access and Navigation A username and password will be provided to you as part of the access request process. 3. Enter the desired information into the Password field. For the purposes of this training simulation, enter "welcome2". The access for TMS isupport is the same as the one for TMS e- commerce. Even if you have access to TMS e-commerce, you will need to request a different access to TMS isupport. 4. After the proper credentials have been entered, click the Login button to access TMS isupport. If login credentials have been forgotten, use the Forgot your Username/Password information link for assistance. 5. The Product Line Selection Page appears. Click the Choose Your Product Line drop-down arrow. 6. Select the desired entry from the list provided. For the purposes of this training simulation, click the isupport entry in the list. Lesson 1: Access and Navigation Page 12 of 154

19 Lesson 1: Access and Navigation 7. The Welcome to Terex TMS isupport Portal page appears which displays two bins that will give you access to various isupport functions. Quick Links: isupport Home: This link allows for quick access to TMS isupport home page. Find solutions to your problems: This link allows for quick access to the isupport Knowledge Base home page. Frequently used solutions: This link allows for direct access to the Top Solutions page in isupport. Create service request: This link opens the Open the Creation of Service Request page. Solve a Problem: This bin allows for direct access to TMS isupport Knowledge base solutions based on the text typed in the text box. Lesson 1: Access and Navigation Page 13 of 154

20 Lesson 1: Access and Navigation 8. The training simulation will now demonstrate how to use the Solve a Problem bin. Enter the desired information into the Enter problem description field. For the purpose of this training simulation, enter "sample". 9. Once the search criteria has been input, click the Go button to locate possible solutions. Lesson 1: Access and Navigation Page 14 of 154

21 Lesson 1: Access and Navigation 10. The Knowledge Base page with possible solutions and solution categories matching your search criteria is displayed. All solutions in the Knowledge Base are assigned a score. The score helps define the possible relevance of the solutions. The search and Knowledge Base functions are explained in greater detail in the Service Request Management and Knowledge Base lessons within this course. 11. The training simulation will now demonstrate how to access and review your personal TMS isupport profile Click the Profile link. Lesson 1: Access and Navigation Page 15 of 154

22 Lesson 1: Access and Navigation The profile link is accessible from any TMS isupport page. 12. The personal Profile page displays which allows for the review and/or modification of several items including: - User Profile information (name, address, phone number, accounts, password reset, etc.) - Company Profile Information (name, address, phone, language, time zone, etc.) These links are available on the left side of the TMS isupport profile page. If any changes are made to the profile, please be sure to click the update button to save changes. 13. This completes the lesson on how to login and access areas of TMS isupport. Lesson 1: Access and Navigation Page 16 of 154

23 Navigating through TMS isupport Lesson 1: Access and Navigation The following procedure demonstrates how to navigate through TMS isupport and understand links, menus and tabs. After completing this procedure, Terex Dealers and end customers will be able to navigate TMS isupport. Procedure The following frames introduce how to locate and navigate through various areas of TMS isupport. This lesson starts from the TMS isupport home page. Lesson 1: Access and Navigation Page 17 of 154

24 Lesson 1: Access and Navigation 1. The main section of the TMS isupport home page is divided into three bins. Support Resources: This bin provides links to locate TMS isupport Knowledge Base Solutions and create Service Requests. KM Solution Quick Links: This bin displays links to Knowledge Base Solutions specifically chosen by the dealer or end customer. Service Requests: This bin displays a list the Service Requests submitted by the Dealer or end customer. How to personalize the layouts and views, as well as how to utilize each of these bins is discussed in greater detail within the lessons contained in the TMS isupport course. Lesson 1: Access and Navigation Page 18 of 154

25 Lesson 1: Access and Navigation 2. TMS isupport has a Quick Find area located at the top of all TMS isupport pages. To use Quick Find, select the appropriate item from the drop-down list provided, enter the desired search criteria into the text field, and click the Go button. Quick Find can help you locate such items as: Service Requests: Use the exact Service Request number; partial numerical values are not supported. Solutions: Enter partial or complete search criteria to find solutions in the knowledge base. For example, if you know the number of a solution, enter it in the text box. Or, enter a partial alphabetical value, using the % sign as a wildcard to find text entries. Solution Categories: Enter a partial alphabetical value, using the % sign as a wildcard to find text entries. Lesson 1: Access and Navigation Page 19 of 154

26 Lesson 1: Access and Navigation Lesson 1: Access and Navigation Page 20 of 154

27 Lesson 1: Access and Navigation 3. Located in the upper right corner of the TMS isupport home page are a set of base links and tabs. These base links and tabs are accessible from any page within TMS isupport and allow you perform such actions as: Home (link and tab): Allows you to quickly access the TMS isupport home page. Support tab: Allows you to access the TMS isupport Knowledge Base. Return to Portal: Allows you to quickly access the TMS isupport portal page. Profile: Allows you to access your TMS isupport profile. Sign Out: Allows you to sign out of TMS isupport. Help: Allows you to access help topics related to TMS isupport. The training simulation will now proceed to show the items available under the Support tab. Lesson 1: Access and Navigation Page 21 of 154

28 Lesson 1: Access and Navigation 4. Click the Support tab. Lesson 1: Access and Navigation Page 22 of 154

29 Lesson 1: Access and Navigation 5. The Support tab consists of three sub-tabs labeled Ask Me, Top Solutions, and Service Requests. The functionality of each of these sub-tabs is detailed throughout the other lessons contained within the TMS isupport course. The default sub-tab, Ask Me, allows Dealers and end customers to search the TMS isupport knowledge Base for Solutions. You may also locate solutions using the available Solution Categories. Lesson 1: Access and Navigation Page 23 of 154

30 Lesson 1: Access and Navigation 6. Click the Top Solutions sub-tab. Lesson 1: Access and Navigation Page 24 of 154

31 Lesson 1: Access and Navigation 7. The Top Solutions sub-tab allows Dealers and end customers to view frequently used solutions, as well as solutions recommended by Terex. The drop-down menu may also be used to view solutions from a specific period of time. Use the previous and next buttons to navigate to additional pages. Lesson 1: Access and Navigation Page 25 of 154

32 Lesson 1: Access and Navigation 8. Click the Service Requests sub-tab. Lesson 1: Access and Navigation Page 26 of 154

33 Lesson 1: Access and Navigation 9. The Service Requests sub-tab displays a list the Service Requests submitted by the Dealer or end customer. This is the same list that appears on the TMS isupport home page; however, from this page, you are also able to: - Easily view and manage your personalized Service Request views using the View drop-down menu and personalize button. - Manage Service Request templates using the Manage Templates button - Search for service requests using the Search Service Requests button - Search the Knowledge Base for possible solutions using the Solve a Problem box. Use the previous and next buttons to navigate to additional pages. Lesson 1: Access and Navigation Page 27 of 154

34 Lesson 1: Access and Navigation 10. This completes the lesson on how to locate and navigate through various areas of TMS isupport. Lesson 1: Access and Navigation Page 28 of 154

35 Lesson 2: Home Page Display Functions Lesson 2: Home Page Display Functions Lesson 2: Home Page Display Functions Page 29 of 154

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37 Lesson 2: Home Page Display Functions Overview and Objectives This lesson demonstrates how to personalize the TMS isupport home page.. After completing this lesson, Terex Dealers and end customers will be able to: Change the home page display Enable home page subscriptions Change the Service Request home page bin Change the KM Solution Quick Links home page bin Lesson 2: Home Page Display Functions Page 31 of 154

38 Lesson 2: Home Page Display Functions Change the Home Page Display The following procedure demonstrates how to change the home page display within TMS isupport. Information on your home page appears in content areas which are organized in a 2 column layout by default. After completing this procedure, Terex Dealers and end customers will be able to change the home page display within TMS isupport. Procedure The following frames introduce how to change the layout of the TMS isupport home page. This lesson starts from the TMS isupport home page. Lesson 2: Home Page Display Functions Page 32 of 154

39 Lesson 2: Home Page Display Functions 1. By default, information on the home page appears in content areas which are organized in a 2 column layout. To change this layout, Click the Layout link. 2. To switch the home page layout from the default two column layout to a three column layout, click the Switch 3 Column Layout link. Lesson 2: Home Page Display Functions Page 33 of 154

40 Lesson 2: Home Page Display Functions 3. An additional Narrow Column section appears. To move items between columns, select the desired topic, and use the left to right arrows displayed in Red. To change the order of items within a column, select the desired topic, and use the up and down arrows displayed in Blue. Note: Mandatory Items marked with an asterisk (*) cannot be moved. 4. For the purposes of this training simulation. The two column layout will be used. Click the Switch 2 Column Layout link to return to the default layout. Lesson 2: Home Page Display Functions Page 34 of 154

41 Lesson 2: Home Page Display Functions 5. If changes are made to the layout of the TMS isupport home page, click the Update button to save the changes and return the TMS isupport home page. Since no changes were made during this training simulation, click the Cancel button to discard changes and return to the main menu. 6. This completes the lesson on how to change the home page display within TMS isupport. Lesson 2: Home Page Display Functions Page 35 of 154

42 Lesson 2: Home Page Display Functions Enabling Home Page Subscriptions The following procedure demonstrates how to enable home page subscriptions within TMS isupport. TMS isupport allows users to receive the contents of their home page in an . If you are not able to log in for whatever reason this feature can become very useful. After completing this procedure, Terex Dealers and end customers will be able to enable home page subscriptions within TMS isupport. Procedure The following frames introduce how to enable home page subscriptions within TMS isupport. TMS isupport allows users to receive the contents of their home page in an . If you are not able to log in for whatever reason this feature can become very useful. This lesson starts from the TMS isupport home page. Lesson 2: Home Page Display Functions Page 36 of 154

43 Lesson 2: Home Page Display Functions 1. To begin, click the Profile link. 2. The Personal Profile page displays. Click the Support link. Lesson 2: Home Page Display Functions Page 37 of 154

44 Lesson 2: Home Page Display Functions 3. To enable home page subscriptions, select the desired checkboxes under the Content section. For the purposes of this training simulation, click the Service Requests checkbox. To easily select all available items, click the Select All link. To easily deselect all selected items, click the Select None link. 4. After selecting the desired notifications, the next step is to select the frequency in which they are delivered to your inbox. Click the Delivery Frequency drop-down arrow. Lesson 2: Home Page Display Functions Page 38 of 154

45 Lesson 2: Home Page Display Functions 5. Select the desired entry from the list provided. For the purposes of this training simulation, click the Once everyday list item. Lesson 2: Home Page Display Functions Page 39 of 154

46 Lesson 2: Home Page Display Functions 6. You may also choose the language in which you would like to receive the notifications. Click the Delivery Language drop-down arrow. Lesson 2: Home Page Display Functions Page 40 of 154

47 Lesson 2: Home Page Display Functions 7. Select the desired entry from the list provided. For the purposes of this training simulation, click the American English list item. Lesson 2: Home Page Display Functions Page 41 of 154

48 Lesson 2: Home Page Display Functions 8. After reviewing the modifications, the final step is to save the changes. Click the Save button. Lesson 2: Home Page Display Functions Page 42 of 154

49 Lesson 2: Home Page Display Functions 9. A confirmation page appears to confirm the changes have been saved. 10. This completes the lesson on how to enable home page subscriptions within TMS isupport. Lesson 2: Home Page Display Functions Page 43 of 154

50 Lesson 2: Home Page Display Functions Change Home Page Bins: Service Request The following procedure demonstrates how to change the view of the Service Request Bin on the TMS isupport home page. You can setup the Service Request bin to track your service request activity. After completing this procedure, Terex Dealers and end customers will be able to change view of the Service Request Bin on the TMS isupport home page. Procedure The following frames introduce how to change the layout of the Service Requests bin on the TMS isupport home page to track service request activity. This lesson starts from the TMS isupport home page. Lesson 2: Home Page Display Functions Page 44 of 154

51 Lesson 2: Home Page Display Functions 1. To begin editing the Service Request bin layout, click the Edit link. 2. The Edit Service Requests Content page displays. Click the Create View button to define a custom view for the Service Request bin. Lesson 2: Home Page Display Functions Page 45 of 154

52 Lesson 2: Home Page Display Functions 3. The first step in defining a custom Service Request view is to enter a View Name. Enter the desired information into the View Name field. For the purposes of this training simulation, enter "All Items". Within TMS isupport it is possible to define multiple views. For example, you can have a view for all Closed Service requests, a view for all open service requests (that include the following request status: In Process, Information Provided, Information Required and Open) and a mixed view. Lesson 2: Home Page Display Functions Page 46 of 154

53 Lesson 2: Home Page Display Functions 4. If you would like to make the view the default Service Request view, place a check in the Default Service Request View checkbox. If you would like to change the number of Service Requests that appear per page, enter the desired number into the Rows Per Page textbox. For the purposes of this training simulation, these fields will not be modified. Lesson 2: Home Page Display Functions Page 47 of 154

54 Lesson 2: Home Page Display Functions 5. When defining a Service Request view, several filtering criteria are available. In a production environment, define the filtering criteria, as appropriate, to ensure the customized view displays as desired. You may input applicable text into the available text fields, and select the appropriate entry from drop-down menus and combo boxes. Note: Use the flashlight icon to assist you in locating specific information for a field. For the purposes of this training simulation, none of the filtering criteria will be modified. 6. Click the scrollbar. Lesson 2: Home Page Display Functions Page 48 of 154

55 Lesson 2: Home Page Display Functions 7. After defining the filtering criteria for the customized view, you may also customize which columns are shown in the view, how the fields are ordered, and how the date is sorted by modifying the available Display and Sort Options. The training simulation will proceed to demonstrate how to modify these options. Click the Last Updated On list item. 8. Click the Remove link. This will remove the column from being displayed in the customized view. 9. Click the Urgency list item. 10. Click the Move link. This will add this column to the Selected Options, and it will be shown in the customized view. 11. Click the Request Type list item. 12. Click the Move selected item up one in list button. This will move the Request Type column ahead of the Problem Summary column in the customized view. 13. Click the Status list item. 14. Click the Move selected item up one in list button. This will move the Status column ahead of the Problem Summary column in the customized view. 15. Click the Problem Summary list item. Lesson 2: Home Page Display Functions Page 49 of 154

56 Lesson 2: Home Page Display Functions 16. Click the Move selected item to bottom of list button. This will move the Problem Summary column to the bottom of the list, and it will be seen last in the customized view. 17. Click the Sort By drop-down arrow. 18. Select a desired entry from the list provided. For the purposes of this training simulation, click the Request Number list item. Lesson 2: Home Page Display Functions Page 50 of 154

57 Lesson 2: Home Page Display Functions 19. In a production environment, you may set the display options and Sort options to fit the view being defined. Also, when working with Sort Options, you may sort by multiple items and order the list in ascending or descending order. Lesson 2: Home Page Display Functions Page 51 of 154

58 Lesson 2: Home Page Display Functions 20. After reviewing the modifications, the final step is to save the changes. Click the Save button. Lesson 2: Home Page Display Functions Page 52 of 154

59 Lesson 2: Home Page Display Functions 21. Click the Save Selection button. This will return you to the TMS isupport home page. Note: Since only one view has been defined, it is automatically selected as the default view. Lesson 2: Home Page Display Functions Page 53 of 154

60 Lesson 2: Home Page Display Functions 22. Notice: The Service Requests on the home page are now shown in ascending order by Request Number. The columns have also been reorganized according to the view defined during the training simulation. 23. This completes the lesson on how to change the layout of the Service Requests bin on the TMS isupport home page to track service request activity. Lesson 2: Home Page Display Functions Page 54 of 154

61 Lesson 2: Home Page Display Functions Change Home Page Bins: KM Solution Quick Links The following procedure demonstrates how to change the view of the KM Solution Quick Links Bin on the TMS isupport home page. Knowledge Base results can be bookmarked and organized into a bin utilizing the Add to Quick Links button on applicable pages. After completing this procedure, Terex Dealers and end customers will be able to change view of the KM Solution Quick Links Bin on the TMS isupport home page. Procedure The following frames introduce how to change the layout of the KM Solutions Quick Links bin on the TMS isupport home page. This lesson starts from the TMS isupport home page. Lesson 2: Home Page Display Functions Page 55 of 154

62 Lesson 2: Home Page Display Functions 1. To begin editing the KM Solution Quick Links bin layout, click the Edit link. 2. The Edit KM Solution Quick Links Content page displays. Available columns are displayed under the Display options. Columns currently displayed under the KM Solution Quick Links bin are checked. Check/uncheck the desired display checkboxes to customize the view of the KM Solution Quick Links bin on the TMS isupport home page. For the purposes of this training simulation, click the Quick Link Description checkbox to remove the check. Lesson 2: Home Page Display Functions Page 56 of 154

63 Lesson 2: Home Page Display Functions 3. You may also customize how links shown under the KM Solution Quick Links bin are sorted. Click the Sorted By drop-down arrow. 4. Select the desired entry from the list provided. For the purposes of this training simulation, click the Name list item. Note: You may also customize the sort order using the Ascending/Descending drop-down. Lesson 2: Home Page Display Functions Page 57 of 154

64 Lesson 2: Home Page Display Functions 5. You may also customize the number of rows displayed under the KM Solution Quick Links bin. The default is 15. Enter the desired information into the Number Of Rows Displayed field. For the purposes of this training simulation, enter "5". 6. After reviewing the modifications, the final step is to save the changes. Click the Save button. Lesson 2: Home Page Display Functions Page 58 of 154

65 Lesson 2: Home Page Display Functions 7. Notice: The KM Solution Quick Link bin has been modified and no longer displays the Description column on the home page. How to add items to this bin is demonstrated in the "Add a Solution to the KM Solution Quick Links" topic under the Knowledge Base lesson of the TMS isupport course. 8. This completes the lesson on how to change the layout of the KM Solutions Quick Links bin on the TMS isupport home page. Lesson 2: Home Page Display Functions Page 59 of 154

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67 Lesson 3: Service Request Management Lesson 3: Service Request Management Lesson 3: Service Request Management Page 61 of 154

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69 Lesson 3: Service Request Management Overview and Objectives This lesson demonstrates how to locate and work with service requests within TMS isupport. After completing this lesson, Terex Dealers and end customers will be able to: Search for service requests Define a service request search view Create, update, and close service requests Lesson 3: Service Request Management Page 63 of 154

70 Lesson 3: Service Request Management Search for Service Requests using the Quick Find The following procedure demonstrates how to search for service requests using Quick Find within TMS isupport. After completing this procedure, Terex Dealers and end customers will be able to search for service requests using Quick Find within TMS isupport. Procedure There are several ways to locate Service Requests within TMS isupport. The following frames introduce how to locate Service Requests using the Quick Find function. This lesson starts from the TMS isupport home page. Lesson 3: Service Request Management Page 64 of 154

71 Lesson 3: Service Request Management 1. Be default, Service Requests is selected from the Quick Find drop-down. To locate a Service Request using the Quick Find text box, enter the desired information into the Quick Find field. For the purposes of this training simulation, enter "59602". Important: The entire Service Request number must be entered. Please see the note icon below for additional details. Use the exact Service Request number; partial numerical values are not supported. 2. Click the Go button to locate the Service Request entered. Lesson 3: Service Request Management Page 65 of 154

72 Lesson 3: Service Request Management 3. Service Request is displayed. How to update a Service Request is demonstrated in the "Update a Service Request" topic under the Service Request Management lesson of the TMS isupport course. 4. This completes the lesson on how to locate Service Requests using the Quick Find function. Lesson 3: Service Request Management Page 66 of 154

73 Lesson 3: Service Request Management Search for Service Requests using the Service Requests Bin The following procedure demonstrates how to search for service requests using Service Requests Bin within TMS isupport. After completing this procedure, Terex Dealers and end customers will be able to search for service requests using Service Request Bin within TMS isupport. Procedure There are several ways to locate Service Requests within TMS isupport. The following frames introduce how to locate Service Requests using the Service Requests bin. This lesson starts from the TMS isupport home page. Lesson 3: Service Request Management Page 67 of 154

74 Lesson 3: Service Request Management 1. This training simulation will demonstrate how to locate Service Request using the Service Requests bin located on the TMS isupport home page. 2. The Service Requests bin in this training simulation is listed in ascending order by Request Number. To locate Service Request 59602, click the Scrollbar. 3. Service Request is not located on the first page. To view additional Service Requests, click the More link. Lesson 3: Service Request Management Page 68 of 154

75 Lesson 3: Service Request Management 4. The Service Request Page displays which allows you to navigate through all available Services Requests to locate the desired Service Request Number. The desired Service Request is not located on the first page. To view additional Service Requests, click the Next object. 5. Once the Service Request has been located, click the link to display the request information. For the purposes of this training simulation, click the link. Lesson 3: Service Request Management Page 69 of 154

76 Lesson 3: Service Request Management 6. Service Request is displayed. How to update a Service Request is demonstrated in the "Update a Service Request" topic under the Service Request Management lesson of the TMS isupport course. 7. This completes the lesson on how to locate Service Requests using the Service Requests bin. Lesson 3: Service Request Management Page 70 of 154

77 Lesson 3: Service Request Management Search for Service Requests using the Support Tab The following procedure demonstrates how to search for service requests using Support Tab within TMS isupport. After completing this procedure, Terex Dealers and end customers will be able to search for service requests using Support Tab within TMS isupport. Procedure There are several ways to locate Service Requests within TMS isupport. The following frames introduce how to locate Service Requests using the Support tab. This lesson starts from the TMS isupport home page. Lesson 3: Service Request Management Page 71 of 154

78 Lesson 3: Service Request Management 1. To begin, click the Support tab. 2. Click the Service Requests sub-tab. This will display a list of available Service Requests. Lesson 3: Service Request Management Page 72 of 154

79 Lesson 3: Service Request Management 3. To begin a search for a Service Request, click the Search Service Requests button. Alternatively, you may also locate the desired Service Request by paging through the list displayed on the Service Requests page. Lesson 3: Service Request Management Page 73 of 154

80 Lesson 3: Service Request Management 4. The Search Service Request page appears. When searching for a Service Requests, several filtering criteria are available. In a production environment, define the filtering criteria, as appropriate, to ensure the desired Service Request is located. You may input applicable text into the available text fields, and select the appropriate entry from drop-down menus and combo boxes. Note: Use the flashlight icon to assist you in locating specific information for a field. Lesson 3: Service Request Management Page 74 of 154

81 Lesson 3: Service Request Management 5. Click the Last Updated On drop-down arrow. Lesson 3: Service Request Management Page 75 of 154

82 Lesson 3: Service Request Management 6. Click the Within Last 1 Month list item. Lesson 3: Service Request Management Page 76 of 154

83 Lesson 3: Service Request Management 7. Click the Product Flashlight icon to search for a specific Product. Lesson 3: Service Request Management Page 77 of 154

84 Lesson 3: Service Request Management 8. The Search and Select page appears which contains two areas: Search and Results. In a production environment, you may use the search area to locate a desired item or simply select a product from the Results area. For the purposes of this training simulation, we will select a product from the Results area. Note: The Search function is used to narrow down the items shown in the Results area. Lesson 3: Service Request Management Page 78 of 154

85 Lesson 3: Service Request Management 9. Click the CHIEFTAIN1400*LEGACY option. 10. Click the Select button. Lesson 3: Service Request Management Page 79 of 154

86 Lesson 3: Service Request Management 11. Click the Scrollbar to view the Display and Sort options at the end of the page. 12. For the purposes of this training simulation, no Display and Sort options will be modified. After reviewing the search criteria chosen, click the Search button to locate Service Requests that match the criteria. Lesson 3: Service Request Management Page 80 of 154

87 Lesson 3: Service Request Management 13. The Service Requests that match the search criteria are displayed. For the purposes of this training simulation, click the link. 14. Service Request is displayed. How to update a Service Request is demonstrated in the "Update a Service Request" topic under the Service Request Management lesson of the TMS isupport course. 15. This completes the lesson on how to locate Service Requests using the Support tab. Lesson 3: Service Request Management Page 81 of 154

88 Lesson 3: Service Request Management Define a Service Request Search View The following procedure demonstrates how to define search views for service requests within TMS isupport. After completing this procedure, Terex Dealers and end customers will be able to define search views for service requests within TMS isupport. Procedure The following frames introduce how to define a Service Request search view. This lesson starts from the TMS isupport home page. 1. To begin defining a Service Request search view, click the Support tab. Lesson 3: Service Request Management Page 82 of 154

89 Lesson 3: Service Request Management 2. Click the Service Requests sub-tab. Lesson 3: Service Request Management Page 83 of 154

90 Lesson 3: Service Request Management 3. To define a Service Request search view, click the Personalize button. Lesson 3: Service Request Management Page 84 of 154

91 Lesson 3: Service Request Management 4. The Personalize Service Requests Views page displays. This page displays a list of currently available views. To create a new view, click the Create View button. Lesson 3: Service Request Management Page 85 of 154

92 Lesson 3: Service Request Management 5. The first step in defining a custom Service Request view is to enter a View Name. Enter the desired information into the View Name field. For the purposes of this training simulation, enter "Open Status View". Within TMS isupport it is possible to define multiple views. For example, you can have a view for all Closed Service requests, a view for all open service requests (that include the following request status: In Process, Information Provided, Information Required and Open) and a mixed view. Lesson 3: Service Request Management Page 86 of 154

93 Lesson 3: Service Request Management 6. If you would like to make the view the default Service Request view, place a check in the Default Service Request View checkbox. For the purposes of this training simulation, this field will not be modified. 7. You may also customize the number of rows displayed on the custom view. The default is 15. Enter the desired information into the Rows Per Page field. For the purposes of this training simulation, enter "30". Lesson 3: Service Request Management Page 87 of 154

94 Lesson 3: Service Request Management 8. When defining a Service Request view, several filtering criteria are available. In a production environment, define the filtering criteria, as appropriate, to ensure the customized view displays as desired. You may input applicable text into the available text fields, and select the appropriate entry from drop-down menus and combo boxes. Note: Use the flashlight icon to assist you in locating specific information for a field. The training simulation will demonstrate how to modify certain areas of the filter criteria. 9. Click the Status scrollbar. 10. Click the Open - Open list item. 11. Click the scrollbar to view additional view options. Lesson 3: Service Request Management Page 88 of 154

95 Lesson 3: Service Request Management 12. After defining the filtering criteria for the customized view, you may also customize which columns are shown in the view, how the fields are ordered, and how the date is sorted by modifying the available Display and Sort Options. The training simulation will proceed to demonstrate how to modify these options. Click the Product list item. 13. Click the Move link. This will add the column to the customized view. 14. Click the Move selected items to top of list button. This will make the Product column the first column in the customized view. 15. Click the Sort By drop-down arrow. Lesson 3: Service Request Management Page 89 of 154

96 Lesson 3: Service Request Management 16. Select a desired entry from the list provided. For the purposes of this training simulation, click the Product list item. Lesson 3: Service Request Management Page 90 of 154

97 Lesson 3: Service Request Management 17. Click the Then By drop-down arrow. Lesson 3: Service Request Management Page 91 of 154

98 Lesson 3: Service Request Management 18. Select a desired entry from the list provided. For the purposes of this training simulation, click the Request Number list item. Lesson 3: Service Request Management Page 92 of 154

99 Lesson 3: Service Request Management 19. In a production environment, you may set the display options and Sort options to fit the view being defined. Also, when working with Sort Options, you may sort by multiple items and order the list in ascending or descending order. Lesson 3: Service Request Management Page 93 of 154

100 Lesson 3: Service Request Management 20. After reviewing the modifications, the final step is to save the changes. Click the Save and Search button to save the new view and search for the desired items. Lesson 3: Service Request Management Page 94 of 154

101 Lesson 3: Service Request Management 21. Notice: The Service Requests page displays. Only requests with the status type of open are shown. Columns are listed in the order defined, and the results are listed by Product then by Request Number in ascending order 22. This completes the lesson on how to define a Service Request search view. Lesson 3: Service Request Management Page 95 of 154

102 Lesson 3: Service Request Management Create a Service Request The following procedure demonstrates how to create a service request within TMS isupport. After completing this procedure, Terex Dealers and end customers will be able to create a service request within TMS isupport. Procedure The following frames introduce how to create a Service Request within TMS isupport. This lesson starts from the TMS isupport home page. 1. To begin creating a Service Request, click the Create Service Request link under the Support Resources bin on the TMS isupport home page. Lesson 3: Service Request Management Page 96 of 154

103 Lesson 3: Service Request Management 2. The Create Service Request page appears. This page allows for the submission of several types of Service Requests. Concerns: Use this request type to register complaints and concerns Service Query: Use this request type to register questions related to Customer Service Service Visit: Use this request type to request for a field technician field visit Training: Use this request type to request for training For the purposes of this training simulation, we will demonstrate how to submit a concern. In a production environment, please select the request type that most closely identifies the issue. Lesson 3: Service Request Management Page 97 of 154

104 Lesson 3: Service Request Management 3. Click the Concerns link. Lesson 3: Service Request Management Page 98 of 154

105 Lesson 3: Service Request Management 4. Submitting a Service Request is a two step process. 1 is to identify the problem. 2 is to record the problem details The progress of the service request creation process is shown via a timeline at the top of the screen. The training simulation will proceed to demonstrate both steps. Warning: Prior to submitting a Service Request, you must have valid account information defined in your TMS isupport profile. For assistance, please see your e-commerce for Aftermarket representative, and for additional information, please see the icons below. Lesson 3: Service Request Management Page 99 of 154

106 Lesson 3: Service Request Management Lesson 3: Service Request Management Page 100 of 154

107 Lesson 3: Service Request Management 5. Prior to defining the Service Request information, an account number must be chosen. Click the Account Number drop-down arrow. Lesson 3: Service Request Management Page 101 of 154

108 Lesson 3: Service Request Management 6. Select the desired entry from the list provided. For the purposes of this training simulation, click the AFTERMARKET list item. The simulation will now proceed to demonstrate how to complete the Service Request information. You need to select an Account number to be able to validate your own serial number. Either you select the account number on each Service Request or navigate to link Profile Accounts and set the default account. Lesson 3: Service Request Management Page 102 of 154

109 Lesson 3: Service Request Management 7. Click the Serial Number Flashlight icon to search for a specific Serial Number. Lesson 3: Service Request Management Page 103 of 154

110 Lesson 3: Service Request Management 8. The Search and Select page appears which contains two areas: Search and Results. In a production environment, you may use the search area to locate a desired item or simply select a product from the Results area. For the purposes of this training simulation, we will select a product from the Results area. Note: The Search function is used to narrow down the items shown in the Results area. Lesson 3: Service Request Management Page 104 of 154

111 Lesson 3: Service Request Management 9. Click the CHIEFTAIN1400*LEGACY option. 10. Click the Select button. Lesson 3: Service Request Management Page 105 of 154

112 Lesson 3: Service Request Management 11. Click the Urgency drop-down arrow. Lesson 3: Service Request Management Page 106 of 154

113 Lesson 3: Service Request Management 12. Select the desired entry from the list provided. In a production environment, select the entry that most closely matches the level of urgency for your request. For the purposes of this training simulation, click the High - Urgent Request - Respond as soon as possible list item. Lesson 3: Service Request Management Page 107 of 154

114 Lesson 3: Service Request Management 13. Click the Problem Type Flashlight icon to search for a specific problem type. Lesson 3: Service Request Management Page 108 of 154

115 Lesson 3: Service Request Management 14. Enter the desired information into the Problem Type field to narrow down the results listed below. For the purposes of this training simulation, enter "P%" to return all of the Problem Types that begin with P. 15. Click the Go button to narrow the results. 16. Results matching the search criteria are displayed. Click the P PAINT WORK option. 17. Click the Select button to add the selection as the Problem Type for the Service Request. Lesson 3: Service Request Management Page 109 of 154

116 Lesson 3: Service Request Management 18. Enter a brief but meaningful description of the issue into the Problem Summary field. For the purposes of this training simulation, enter "Paint chips found upon arrival of unit". 19. When submitting a Service Request, there is also the option to add attachments for review by Terex. Click the Add Attachment button. Lesson 3: Service Request Management Page 110 of 154

117 Lesson 3: Service Request Management 20. Click the Browse button to locate the file you wish to attach to the Service Request. Lesson 3: Service Request Management Page 111 of 154

118 Lesson 3: Service Request Management 21. For the purposes of this training simulation, a file will be chosen from the Desktop. Click the Service Request Image file. 22. Click the Open button. Lesson 3: Service Request Management Page 112 of 154

119 Lesson 3: Service Request Management 23. Enter a brief but meaningful description of the issue into the Description field. For the purposes of this training simulation, enter "Image showing paint issue". 24. Click the Attach button to add the file to the Service Request. Lesson 3: Service Request Management Page 113 of 154

120 Lesson 3: Service Request Management 25. The file has been added under the Attachment section of the Service Request. The Service Request page also has a Primary Contact area, which in a production environment, may be modified as necessary. For the purposes of this training simulation, the Primary Contact area will be left as is. Lesson 3: Service Request Management Page 114 of 154

121 Lesson 3: Service Request Management 26. After reviewing the modifications, click the Next button to proceed to step two of the process. Lesson 3: Service Request Management Page 115 of 154

122 Lesson 3: Service Request Management 27. In step two of the Service Request creation process, you are able to provide any additional details about the issue in the Problem Details section Enter the desired information into the Note field. For the purposes of this training simulation, enter "Enter additional information about the problem here". 28. After reviewing the modifications, the final step is to submit the Service Request. Click the Submit button. The submission of the Service Request may take several minutes to complete. Lesson 3: Service Request Management Page 116 of 154

123 Lesson 3: Service Request Management 29. After a successful submission, a confirmation page appears. The confirmation displays the Service Request number, in this case Please note this information for future reference. Lesson 3: Service Request Management Page 117 of 154

124 Lesson 3: Service Request Management 30. After submitting a Service Request, you have the option to receive an with the Service Request details. To receive an , click the to Me button. 31. A confirmation page appears stating that the has been send successfully. Another option available is to save the Service Request has a template to use during future submissions. To do this, click the Save As Template button. Lesson 3: Service Request Management Page 118 of 154

125 Lesson 3: Service Request Management 32. The Create Service Request Template page appears. Enter the desired information into the Template Name field. For the purposes of this training simulation, enter "Concerns Template". 33. The additional fields on the page are pre-populated with information from the Service Request, and this can be modified, if desired. For the purposes of this training simulation no fields will be modified. Click the Save button to save the template for future use. Lesson 3: Service Request Management Page 119 of 154

126 Lesson 3: Service Request Management 34. A confirmation page appears stating that the template has been created successfully. You may create as many templates as desired to assist in quickly submitting Service Requests. Templates may also be edited and removed from TMS isupport as desired. 35. This completes the lesson on how to create a Service Request within TMS isupport. Lesson 3: Service Request Management Page 120 of 154

127 Update a Service Request Lesson 3: Service Request Management The following procedure demonstrates how to update a service request within TMS isupport. After completing this procedure, Terex Dealers and end customers will be able to update a service request within TMS isupport. Procedure The following frames introduce how to update a Service Request within TMS isupport. This lesson starts from the TMS isupport home page. 1. This training simulation will demonstrate how to update Service Request The Service Request will be located using the Quick Find area at the top of the TMS isupport home page. However, a Service Request may be located using any of the methods shown previously within this course. Lesson 3: Service Request Management Page 121 of 154

128 Lesson 3: Service Request Management 2. Be default, Service Requests is selected from the Quick Find drop-down. To locate a Service Request using the Quick Find text box, enter the desired information into the Quick Find field. For the purposes of this training simulation, enter "60204". Important: The entire Service Request number must be entered. Please see the note icon below for additional details. Use the exact Service Request number; partial numerical values are not supported. 3. Click the Go button to locate the Service Request entered. Lesson 3: Service Request Management Page 122 of 154

129 Lesson 3: Service Request Management 4. Service Request is displayed. Within TMS isupport, you may perform the following actions when updating a Service Request: - Add and edit contacts - Add additional attachments - Add additional notes For the purposes of this training simulation, an additional note will be added to the current service request. Lesson 3: Service Request Management Page 123 of 154

130 Lesson 3: Service Request Management 5. Click the Scrollbar to navigate to the Notes section. 6. Enter the desired information into the Note field. For the purposes of this training simulation, enter "Enter update information here". 7. Click the Update button. This will add the new note to the Service Request. 8. This completes the lesson on how to update a Service Request within TMS isupport. Lesson 3: Service Request Management Page 124 of 154

131 Close a Service Request Lesson 3: Service Request Management The following procedure demonstrates how to close a service request within TMS isupport. After completing this procedure, Terex Dealers and end customers will be able to close a service request within TMS isupport. Procedure The following frames introduce how to close a Service Request within TMS isupport. This lesson starts from the TMS isupport home page. 1. This training simulation will demonstrate how to close Service Request The Service Request will be located using the Quick Find area at the top of the TMS isupport home page. However, a Service Request may be located using any of the methods shown previously within this course. Lesson 3: Service Request Management Page 125 of 154

132 Lesson 3: Service Request Management 2. Be default, Service Requests is selected from the Quick Find drop-down. To locate a Service Request using the Quick Find text box, enter the desired information into the Quick Find field. For the purposes of this training simulation, enter "60204". Important: The entire Service Request number must be entered. Please see the note icon below for additional details. Use the exact Service Request number; partial numerical values are not supported. 3. Click the Go button to locate the Service Request entered. Lesson 3: Service Request Management Page 126 of 154

133 4. Service Request is displayed. Lesson 3: Service Request Management To close a Service Request within TMS isupport, a final note needs to be added requesting that the request be closed. The training simulation will proceed to demonstrate how to request that a Service Request be closed. 5. Click the Scrollbar to navigate to the Notes section. 6. Enter the desired information into the Note field. For the purposes of this training simulation, enter "Please close Service Request The issue has been resolved.". This indicates that the request may be closed. Lesson 3: Service Request Management Page 127 of 154

134 Lesson 3: Service Request Management 7. This will add the new note to the Service Request. 8. This completes the lesson on how to close a Service Request within TMS isupport. Lesson 3: Service Request Management Page 128 of 154

135 Lesson 4: Knowledge Base Lesson 4: Knowledge Base Lesson 4: Knowledge Base Page 129 of 154

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137 Lesson 4: Knowledge Base Overview and Objectives This lesson demonstrates how to work with the knowledge base within TMS isupport. After completing this lesson, Terex Dealers and end customers will be able to: Search for solutions within the knowledge base Add a solution to the KM Solution Quick Links bin Lesson 4: Knowledge Base Page 131 of 154

138 Lesson 4: Knowledge Base Search for a Solution using Categories The following procedure demonstrates how to search for Knowledge Base Solutions using Categories within TMS isupport. After completing this procedure, Terex Dealers and end customers will be able to locate Knowledge Base Solutions using Categories within TMS isupport. Procedure The following frames introduce how to search for Knowledge Base Solutions using Categories within TMS isupport. This lesson starts from the TMS isupport home page. Lesson 4: Knowledge Base Page 132 of 154

139 1. To begin, click the Support tab. Lesson 4: Knowledge Base 2. The Solution Categories appear on the Ask Me sub-tab and allow the user to manually drill down into the Knowledge Base. To begin locating a solution, select the desired link from the list provided. For the purposes of this training simulation, click the New Dealer Info Pack link. 3. Continue to drill down through the categories by selecting the desired link from the list provided until solutions are displayed Click the C1. Dealer Development link. Lesson 4: Knowledge Base Page 133 of 154

140 Lesson 4: Knowledge Base 4. After clicking the link, the Solutions Category area displays a "No Category" message and only solutions are available. Select a solution from the list provided. For the purposes of this training simulation, click the Sample Scorecard 2009 link. 5. The solution displays. Review the information provided including any attachments. At the top of the page breadcrumbs are available that can assist you in navigating to previous pages. When you are finished reviewing the solution, please provide feedback as to the usefulness. This feedback will improve the relevance of the article and will improve Knowledge Base search results. Lesson 4: Knowledge Base Page 134 of 154

141 Lesson 4: Knowledge Base If you are unable to locate a solution or the solutions found are not useful, use the Create Service Request button to begin the process of submitting a Service Request. 6. Click the Yes button to provide feedback that the solution was useful in resolving the problem. 7. A confirmation page appears stating that the feedback has been recorded. This completes the lesson on how to search for Knowledge Base Solutions using Categories within TMS isupport. Lesson 4: Knowledge Base Page 135 of 154

142 Lesson 4: Knowledge Base Search for a Solution using the Search Functionality The following procedure demonstrates how to search for Knowledge Base Solutions using the built-in search functionality within TMS isupport. After completing this procedure, Terex Dealers and end customers will be able to locate Knowledge Base Solutions using the built-in search functionality within TMS isupport. Procedure The following frames introduce how to search for Knowledge Base Solutions using the built-in search functionality within TMS isupport. This lesson starts from the TMS isupport home page. Lesson 4: Knowledge Base Page 136 of 154

143 1. To begin, click the Support tab. Lesson 4: Knowledge Base 2. The Knowledge Base search functionality is located under the Ask Me subtab. Click the Search drop-down arrow. Lesson 4: Knowledge Base Page 137 of 154

144 Lesson 4: Knowledge Base 3. The Knowledge Base search function allows you to search by Solution, Solution Category or Both. The percent sign (%) wildcard may also be used to conduct searches for partial terms. You may also search the Knowledge Base by a specific product. Use the flash light icon to assist you in locating product names. For the purposes of this training simulation, we will be search for all items that contain the word sample. 4. Enter the desired information into the Search Text field. For the purposes of this training simulation, enter "sample%". 5. Click the Go button to locate any entry in the Knowledge Base containing the word sample. Lesson 4: Knowledge Base Page 138 of 154

145 Lesson 4: Knowledge Base 6. After the results are displayed, selected your desired entry from the list provided. For the purposes of this training simulation, click the Sample Scorecard 2009 link. If you are unable to locate a solution or the solutions found are not useful, use the Create Service Request button to begin the process of submitting a Service Request. 7. The solution displays. Review the information provided including any attachments. At the top of the page breadcrumbs are available that can assist you in navigating to previous pages. When you are finished reviewing the solution, please provide feedback as to the usefulness. This feedback will improve the relevance of the article and will improve Knowledge Base search results. If you are unable to locate a solution or the solutions found are not useful, use the Create Service Request button to begin the process of submitting a Service Request. Lesson 4: Knowledge Base Page 139 of 154

146 Lesson 4: Knowledge Base 8. Click the Yes button to provide feedback that the solution was useful in resolving the problem. 9. A confirmation page appears stating that the feedback has been recorded. This completes the lesson on how to search for Knowledge Base Solutions using the built-in search functionality within TMS isupport. Lesson 4: Knowledge Base Page 140 of 154

147 Lesson 4: Knowledge Base Search for a Solution using Top Solutions The following procedure demonstrates how to search for Knowledge Base Solutions using the Top Solutions within TMS isupport. After completing this procedure, Terex Dealers and end customers will be able to locate Knowledge Base Solutions using the Top Solutions within TMS isupport. Procedure The following frames introduce how to search for Knowledge Base Solutions using Top Solutions within TMS isupport. This lesson starts from the TMS isupport home page. Lesson 4: Knowledge Base Page 141 of 154

148 Lesson 4: Knowledge Base 1. To begin, click the Support tab. 2. Click the Top Solutions sub-tab. Lesson 4: Knowledge Base Page 142 of 154

149 Lesson 4: Knowledge Base 3. The Top Solutions page has 2 main areas: Frequently Used Solutions: This is where the solutions most frequently viewed by the user are added. Recommended Solutions: These are solutions recommended by Terex. Lesson 4: Knowledge Base Page 143 of 154

150 Lesson 4: Knowledge Base 4. Within Top Solutions, you have the ability to view solutions from a specific time frame. To do this, begin by clicking the View Solutions Used drop-down arrow. Lesson 4: Knowledge Base Page 144 of 154

151 Lesson 4: Knowledge Base 5. Select the desired entry from the list provided. For the purposes of this training simulation, click the this year list item. Lesson 4: Knowledge Base Page 145 of 154

152 Lesson 4: Knowledge Base 6. The page refreshes and the solutions are displayed. You may select the desired solution from either of the solution areas. For the purposes of this training simulation, click the Sample Scorecard 2009 link under Recommended Solutions. Lesson 4: Knowledge Base Page 146 of 154

153 Lesson 4: Knowledge Base 7. The solution displays. Review the information provided including any attachments. At the top of the page breadcrumbs are available that can assist you in navigating to previous pages. When you are finished reviewing the solution, please provide feedback as to the usefulness. This feedback will improve the relevance of the article and will improve Knowledge Base search results. If you are unable to locate a solution or the solutions found are not useful, use the Create Service Request button to begin the process of submitting a Service Request. Lesson 4: Knowledge Base Page 147 of 154

154 Lesson 4: Knowledge Base 8. Click the Yes button to provide feedback that the solution was useful in resolving the problem. 9. A confirmation page appears stating that the feedback has been recorded. This completes the lesson on how to search for Knowledge Base Solutions using Top Solutions within TMS isupport. Lesson 4: Knowledge Base Page 148 of 154

155 Lesson 4: Knowledge Base Add a Solution to the KM Solution Quick Links The following procedure demonstrates how to add Knowledge Base Solutions to the KM Solution Quick Links bin located on the home page within TMS isupport. After completing this procedure, Terex Dealers and end customers will be able to add Knowledge Base Solutions to the KM Solution Quick Links bin located on the home page within TMS isupport. Procedure The following frames introduce how to add a Knowledge Base Solution to the KM Solution Quick Links bin on the TMS isupport home page. This lesson starts from the TMS isupport home page. Lesson 4: Knowledge Base Page 149 of 154

156 Lesson 4: Knowledge Base 1. This training simulation will demonstrate how to add a Knowledge Base solution to the KM Solution Quick Links bin on the TMS isupport home page. The solution will be located using the built-in Knowledge Base search functionality. However, a solution may be located using any of the methods shown previously within this course. 2. To begin, click the Support tab. Lesson 4: Knowledge Base Page 150 of 154

157 Lesson 4: Knowledge Base 3. The Knowledge Base search function allows you to search by Solution, Solution Category or Both. The percent sign (%) wildcard may also be used to conduct searches for partial terms. You may also search the Knowledge Base by a specific product. Use the flash light icon to assist you in locating product names. For the purposes of this training simulation, we will be search for all items that contain the word sample. Lesson 4: Knowledge Base Page 151 of 154

158 Lesson 4: Knowledge Base 4. Enter the desired information into the Search Text field. For the purposes of this training simulation, enter "sample%". 5. Click the Go button to locate any entry in the Knowledge Base containing the word sample. 6. After the results are displayed, selected your desired entry from the list provided. For the purposes of this training simulation, click the Sample Scorecard 2009 link. Lesson 4: Knowledge Base Page 152 of 154

159 Lesson 4: Knowledge Base 7. The solution displays. If after reviewing the solution you would like to add it to the TMS isupport home page for future viewing, click the Add To Quick Links button. 8. The Add to Quick Links button changes to Remove From Quick Links. Use this button to remove a solution from the Quick Links bin on the TMS isupport home page. Click the Home tab. Lesson 4: Knowledge Base Page 153 of 154

160 Lesson 4: Knowledge Base 9. The solution now appears on the TMS isupport home page. 10. This completes the lesson on how to add a Knowledge Base Solution to the KM Solution Quick Links bin on the TMS isupport home page. Lesson 4: Knowledge Base Page 154 of 154