s·o·ssm services web - concessionnaire caterpillar · 2 customer services support caterpillar...

Caterpillar Confidential YellowCustomer Services Support

Version 2 – Released October 2013

S·O·SSM Services Web

Caterpillar Confidential Yellow2 Customer Services Support

S·O·SSM Services Web

• Customer Landing Page

• Sample Details

• Sample Actions

• Component History

• Equipment History

• Data Comparison

• Sample Label

• Maintenance

• Advanced Search

• Reports

• Administration


Home

Selecting HOME will

redirect based on

user type

– Customer users

will access the

landing page

shown at right

– Dealer users will

access the

Advanced Search

page


Customer Landing Page

The Customer

Landing Page has

two sections:

– Sample Summary

– Sample Results

Caterpillar Confidential Yellow

Sample Summary

Sample counts for the customer fleet based on:

– Alert Level (Action Required, Monitor, No Action Required)

• Indicates overall evaluation assigned by the lab during sample interpretation

– Status (New, In Progress, Closed)

• Indicates status of the sample after interpretation

– Activity (Action Taken, Email Sent, Dealer Consult, None)

• Indicates activities performed on In Progress samples in SOS Services Web

5 Customer Services Support

Clicking a box or bar in the Sample Summary

section will populate all samples meeting that

criteria in the Sample Results section located at

the bottom of the Customer Landing Page


Sample Results

Sections & Functions:

– Sample Results

– Search, Sort &

Filter


– Print Reports

– Acknowledge & Close Samples

– Access Sample Details

– Access Equipment History


Sample Results

Results are displayed in four sections:


– Equipment Information

– Ownership & Location Information

– Sample Information

– Recommendation

(Interpretation Text)


Search & Filter

Users can search or filter the sample results in five ways:


– Search Within Results

– Saved Groups

– Filters

– Saved Filters

– Date


Search Within Results

Search sample results by:

– Equipment Serial Number

– Unit Number

– Label Number

– Work Order Number

– Manufacturer & Model


Note: All searches require a 3 character minimum

except Unit Number which requires only 2

characters


Saved Groups

• Sample Results can be

filtered by Groups

• Groups are subsets of the

equipment fleet based on

customer and/or jobsite

• Groups are set-up by the

user on the Admin tab



Filters

General Filters

– Alert Level

– Status

– Indicator

– Activity

– Dealer

– Customer

– Jobsite


Additional Filters

– Region

– Area

– Family

– Model

– Manufacturer

– Component

– Fluid Type


Saved Filters

• Users can save common

filter sets using the “Save

Filters” button in the

Applied Criteria section

• Saved Filters can combine

any combination of filters

applied in the General

and/or Additional filters

sections



Applied Criteria


• The Applied Criteria

section will display all

filters that are being

applied

• These filters are applied

from selections made in

– Saved Groups

– Saved Filters

– General Filters

– Additional Filters

• The default criteria applied for the customer

landing page are Action Required, Monitor

Compartment, and New.

• This means the page will automatically load

any samples in the new status with alert levels

of Action Required or Monitor Compartment.

• Additionally if a default group has been applied

by the user, the group filters will also be applied

automatically when the page is loaded.


Date Filters


– Last 30 Days

– Last 7 Days

– Yesterday

– Today

• Users can also filter sample results by date:

• Date filters do not appear in the Applied Criteria section

• Additional date ranges can be applied on the Advanced Search


Sort Results

• Users can sort sample results by:


– Newest to Oldest

– Oldest to Newest

– Unit #

– Serial #

– Customer Name

– Jobsite

– Area

– Region

– Sample Type

– Lab Number

– Status

– Activity


Sample Details


• Clicking the Lab Number (ex. CCFV-42286-0014) anywhere in

the application will bring the user to the Sample Details page


Sample Details


Equipment Details are displayed in the upper left

including:

- Serial Number

- Unit Number

- Manufacturer & Model

- Ownership & Location

- Component

- Meter Reading

- Work Order Number


Sample Details


Sample Information is displayed in the upper center section including:

- Sample Date - Lab Number

- Alert Level - Label Number

- Status - Ship Time

- Activity - Barcode (Yes or No)

- Attachments


Sample Details


Fluid Information is displayed in the upper right

section including:

- Calculated Meter on Fluid

- Meter on Fluid

- Fluid Brand

- Fluid Weight

- Fluid Change (Yes, No, or Unknown)

- Filter Change (Yes, No, or Unknown)

- Makeup Fluid

- Kidney Loop (Yes, No, or Unknown)


Sample Details


Recommendations and Sample Data are available

in the bottom two sections of the page.


Sample Data


Data is divided into four sections:

- Wear - Oil Condition

- Additives - Contamination


Sample Details


On the Sample Details page, users can perform several

activities including:

- Acknowledge & Close a Sample

- Acknowledge & Consult the Dealer on a Sample

- Acknowledge & Start a Sample

- Send Message

- Print Report

- Escalate Sample

These activities are explained in the next few slides.


Acknowledge & Close a Sample

• Selecting Acknowledge & Close will move a sample from

the “New” status to “Closed”

• Samples can be Acknowledged & Closed on the Sample

Details page and the Customer Landing Page

• Samples with an alert level of Action Required require the

user to provide additional information that is described in

the Sample Actions section



Acknowledge & Consult the Dealer

• Selecting Acknowledge & Consult will move a sample from

the “New” status to “In Progress”

• Users will be allowed to enter a message asking the dealer

a question regarding the sample

• Dealers designate the default recipient of Consult emails,

but users can add additional recipients

• Consult emails contain the following information:

– Link to Sample Details

– User Message

– User Contact Information



Acknowledge & Start a Sample• Selecting Acknowledge & Start will move a sample from the

“New” status to “In Progress”

• This activity is intended for samples that require

maintenance to be scheduled and performed before they

can be closed.

• “Starting” samples will remove them from the default list of

sample results on the Customer Landing page since their

status will no longer be “New”. This allows users to

continually be prompted with the newest samples that

require immediate attention.

• “In Progress” samples are similar to a “Pending” list



Send Message• Users can add one or several recipients

• Users will assign a priority to the email:

– Information

– Urgent

– Warning

• Emails contain the following information:


– Sample Recommendation

– User Message




Print Report• Sample reports can be requested from:

– Sample Details Page

– Customer Landing Page

• Sample reports will be emailed to the user



Escalate Sample• Escalation is intended to be used notify another party that a

sample required attention. The subject line of the email will

contain the words “Escalation”

• Users can add one or several recipients

• Emails contain the following information:


– Sample Recommendation

– User Message




Sample Actions


Users can access the Sample Actions page from the Sample

Details page


Sample Actions


Several sections on the Actions Page are

identical to the Sample Details page including:

- Equipment Information

- Sample Information

- Sample Activity Buttons

- Recommendation


Sample Actions


New sections on the Actions Page include:

- Sample Log

- Action Taken


Sample Log

The sample log contains

information on all activities

performed on a sample in SOS

Services Web including:

– Close a Sample

– Consult the Dealer on a Sample

– Start a Sample

– Send Message

– Escalate Sample

– Add Attachment

– Reported Actions



Sample Actions


In order to close an Action Required Sample, users must report the Actions

Taken.

Users have the option to report that no action was taken by selecting “No”

in the area circled below.

The user is then prompted to enter comments regarding why no action was

taken. These comments are available to the lab and will be reviewed

during future sample interpretations.


Sample Actions


• Choosing “Yes” will prompt

users to enter the following

information:

– Action from a list of options

– Cost (optional)

– Results

– Problem Solved – Yes or No

(optional)

Reported actions are available to the lab and will be

reviewed during future sample interpretations

Choosing “Submit” will report the actions, but will leave the sample in

the In Progress Status

Choosing “Submit & Close” will report the actions and move the sample

to the Closed Status


Component History


Users can access the Component History page from the Sample

Details page


Component History


Users can export historical data in PSV (text file) format by

selecting the Export History button.

The PSV file will be emailed to the user and can be opened in

Excel.


Component History


A summary of historical samples for the component is

displayed at the bottom of the screen. This summary

includes:

- Sample Date

- Alert Level

- Status

- Indicators

- Attachments

- Meter on Fluid

- Fluid Change (Yes, No or Unknown)

- Filter Change (Yes, No or Unknown)

- Makeup Fluid


Component History


Sample Data can be review by selecting the “View Data” link

for each sample.

Alternatively, users can user the “Data Comparison” section to

review multiple samples simultaneously in tables and graphs.


Data Comparison

• Ability to compare

data from:

– Single

Component on

one Serial #

– Multiple

Components on

one Serial #

– Single

Component on

Multiple Serial #’s



Data Comparison

Graph Options• Sample Set

– Selected Samples

– Date Range

• Axis Scaling

– Y-Axis (Raw, Wear Rate, Normalized)

– X-Axis (Meter Reading or Date)

• Chart Type

– Line

– Vertical Bar

– Horizontal Bar

• User selects from two Y-axis to group elements with

similar values and avoid scaling issues



Equipment History


• Equipment History can be accessed by clicking the Unit

# on several pages within the application including:

– Customer Landing Page

– Advanced Search

– Component History

– Analysis


Equipment History


Users can export historical data in PSV (text file) format by

selecting the Export History button.

The PSV file will be emailed to the user and can be opened in

Excel.


Equipment History


A list of all sampled components and a sample count for each

component is provided.

Expanding a component will display a summary of historical

samples which includes:

- Sample Date

- Alert Level

- Status

- Indicators

- Attachments

- Meter on Fluid

- Fluid Change (Yes, No or Unknown)

- Filter Change (Yes, No or Unknown)

- Makeup Fluid


Equipment History


Sample Data can be review by selecting the “View Data” link

for each sample.

Alternatively, users can user the “Data Comparison” section to

review multiple samples simultaneously in tables and graphs.


Sample Label


Users can access the Sample Label page from the main toolbar

Users can create labels for existing equipment by entering a

minimum of 3 characters of the Serial Number and Unit

Number


Sample Label


For equipment

that does not exist

in the system,

users can register

the equipment

and then proceed

with sample label

creation.


Sample Label


Users can select components from a preloaded list or add

additional components as needed.


Sample Label


To create sample labels, the user first enters information that

applies to all samples for the selected equipment including:

- Equipment Meter Hours (required)

- Sample Date (required)

- PM Interval

- Work Order


Sample Label ``````````````````````


Next, the user first enters label

information for each component.

Information from previous samples

is preloaded to assist in label

creation.


Sample Label


The user selects the desired label size for printing. Options include:

- 2” x 4” inch (10 per sheet – fits Avery 5163 template)

- 2” x 4” inch Roll (works with many “label guns”)

- 1-1/3” x 4” inch (14 per sheet – fits Avery 5163 template)

- Large (3 labels per 8” x 11” inch page)


Sample Label


The final step is to choose “Create Label” or “Save to Queue”.

Selecting “Create Label” will pre-register the sample at the laboratory and create

a barcoded sample label to be printed.

Selecting “Save to Queue” will save the labels in a queue to be pre-registered

and printed at a later date.

Users can access labels in the queue by selecting the “Label Queue” in the

upper right corner of the Sample Label page.


Maintenance


Users can access the Maintenance page from the main toolbar

On the Maintenance Page, users can:

- Register New Equipment

- Update Existing Equipment

- Report Fluid Maintenance


Equipment Maintenance

Register New Equipment

• Users provide:

– Serial Number - Manufacturer & Model

– Unit Number - Components (optional)


Selecting “Register” will send the new

equipment information to laboratory to be

set-up in the system.



Update Existing Equipment

• Users can update:

– Ownership & Location Information

– Sample & Change Intervals

– Component Rebuild Information





All fields are populated with the equipment information

currently in the laboratory software. Users can edit all fields

with the new information.

Selecting “Update” will send the new equipment information to

laboratory to be changed in the system.


Fluid Maintenance

Fluid Maintenance allows users to report fluid activities that

occur without a sample being submitted to the laboratory

including:

– Fluid Change - Fluid Brand/Weight

– Filter Change - General Notes



Fluid Maintenance• Users enter the appropriate

fluid activities and select

“Update”

– Activities are logged in

laboratory software to

maintain accurate fluid

hours

– Activities are available to

interpreters for review during

future interpretations

• Maintenance Log available

to all users with access to

equipment to avoid

duplicate reporting



Advanced Search


Users can access the Advanced Search page from the main

toolbar


Advanced Search

Sections & Functions:

– Search

– Filter


– Sort

– Model Comparison

– Access Equipment History

EXAMPLE CUSTOMER

EXAMPLE JOBSITE

EXAMPLE AREA

EXAMPLE REGION

EXAMPLE CUSTOMER

EXAMPLE JOBSITE

EXAMPLE AREA

EXAMPLE REGION

EXAMPLE CUSTOMER

EXAMPLE JOBSITE

EXAMPLE AREA

EXAMPLE REGION


Advanced Search


Search for equipment by:

– Equipment Serial Number

– Unit Number

– Work Order Number

– Customer

– Jobsite

– Manufacturer & Model

• Note: Advanced Search

returns Equipment Results

not individual samples.

• Samples can be accessed

through the Equipment

History links on this page.


Advanced Search Filters

Users can filter results by:


– Saved Groups

– Filters

– Saved Filters


Saved Groups

• Sample Results can be

filtered by Groups

• Groups are subsets of the

equipment fleet based on

customer and/or jobsite

• Groups are set-up by the

user on the Admin tab



Filters

General Filters

– Alert Level

– Status

– Indicator

– Activity

– Dealer

– Customer

– Jobsite


Additional Filters

– Region

– Area

– Family

– Model

– Manufacturer

– Component

– Fluid Type


Saved Filters

• Users can save common

filter sets using the “Save

Filters” button in the

Applied Criteria section

• Saved Filters can combine

any combination of filters

applied in the General

and/or Additional filters

sections



Applied Criteria


• The Applied Criteria

section will display all

filters that are being

applied

• These filters are applied

from selections made in

– Saved Groups

– Saved Filters

– General Filters

– Additional Filters

• There are no default criteria for the Advanced

Search page as the user must execute a search

on each initial visit.

• Search parameters and filters applied will be

maintained and reloaded on each subsequent

visit to the Advanced Search page until the user

logs out.


Sort Results

Users can sort results by:


– Serial #

– Unit #

– Customer Name

– Jobsite

– Area

– Region


Model Comparison


Users can select up to 10 pieces of equipment

on which to perform data comparison. Data

comparison functionality is as described for

Component and Equipment History.


Reports


There are seven reports available for users.

For each report, users enter the desired criteria for

the report.

Fields marked with a red asterisk are required. All

other fields are optional and will limit the results

displayed in the report.

For each report, users have choose the report

distribution method:

- Email to Requester or Alternate Email(s)

- Displayed in application in

“Available Reports” section


Participation Report

• Details provided for single or multiple customers

• Details can be provided for jobsites

• Details include:

– Total # Samples & # Samples per Alert Level

– % Samples Confirmed for all Alert Levels

– % Samples with Documented Actions Taken for Action Required and

Monitor Compartment samples


% Samples Confirmed indicates all samples that are

not in the “New” status. Samples in the “In Progress”

or “Closed” status are considered Confirmed.

% Samples with Documented Actions Taken

indicates all samples for which a user has entered

information on the Actions page. A user reporting

that no action was taken is counted.


Service Support Report

Provides summary information for samples including:

– Alert Level - Compartment - Process Date

– Serial Number - Jobsite - Interp Date

– Unit Number - Text ID - Meter Reading

– Manufacturer & Model - Sample Date - Fluid Hours

– Interpretation Text



Equipment Inventory Report

Provides fleet information including:

- Serial Number - Model - Warranty

- Equipment Number - Jobsite



Sample Turnaround Summary Report

Provides Lab Metrics including:

- Sample Ship Time - Sample Interpretation Time

- Sample Process Time - Report Distribution Time



Last Sample Report


The meter reading and sample date for the most

recent sample from every compartment is listed.

Compartments with no samples are displayed as

blank lines.

This report can be filtered to show equipment

under warranty.


Late Sample Report


Based on the estimated daily usage and the reported sample

interval, a sample due date is calculated for each sample.

This report displays all samples that were due in a selected date

range and the number of days overdue.

Estimated Daily Usage is calculated by the

laboratory software each time a sample is

submitted by dividing the number of hours by the

number of days since the last sample.

Sample Interval can be updated on the

Maintenance Page in this application.


Sample Extract Report


• This report allows users to request an extract of all sample

data for a given date range.

• The data is provided in PSV (text file) format which can be

opened in Excel by:

– Open file in Excel and if not prompted, highlight all data and select

“Text to Columns”

– Select “Delimited”, Check “Other” and put the “|” value in the box ( “|”

is located above the Enter key on most keyboards and can be

selected using the shift button)

– Select Finish


Administration

• Users have administrative ability to:

– Create and Edit Graph Templates

– Create and Edit Groups

– View Select Dealer Information

– Create, View and Collaborate on Ideas for system enhancements



Graph Templates


There are six graph preloaded graph templates.

These templates display analysis data seen in

common fluid problems including:

- Bronze Component Wear

- Coolant Entry

- Dirt Entry

- Fuel Dilution

- Natural Gas Engine Wear

- Soot Contamination

Standard graph templates are available to all

users and cannot be edited.


Graph Templates


Users also have the ability to create their own

graph templates which can be viewed, edited, and

deleted on this page.


Groups


Users can create groups which can be used as filters on

the Customer Landing and Advanced Search Pages.

The type of groups that can be created depends on the

user.

- Customers can create groups of jobsites.

- Dealers can create groups of customer and/or jobsites.

- Cat Employees can create groups based on dealers,

customers, and/or jobsites.

The group selected as the Default Group will be preloaded

on the Customer Landing page. It is not required to select

a default group.


Groups


To create a new group the user selects “Add Group”.


Groups


To update an existing group the user selects “Update”.


Groups


• Users can add

one or multiple

filters to their

groups.

• Each filter lookup

requires a

minimum of 3

characters.


Dealers


Users can view dealer contact information.


Ideas


The Ideas page allows users to provide

feedback on the application by:

- Creating new ideas

- Commenting on other user’s ideas

- Promoting another user’s idea if it is a

suggestion they are likely to use

- Demoting another user’s idea if it is a

suggestion which they are unlikely to use


• For any questions or problems, please contact:

Sarah Todd

Cat S·O·S Services

Email: [email protected]

(309)494-0323


s·o·ssm services web - concessionnaire caterpillar · 2 customer services support caterpillar...

Documents