Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Click to edit Master title style 
• Click to edit Master text styles 
– Second level 
• Third level 
– Fourth level 
» Fif...
Navigating Pivot: Mechdyne’s Online Service Database 
Click to edit Master title style 
To continue to provide excellent c...
A/V Support Portal 
This Click page gives to you edit access Master to all methods title required style 
to contact a Mech...
Initial Pivot Account Setup 
When Click accessing to edit the new Master system for title the first style 
time, you need ...
Home screen 
Using Click the navigational to edit bar, Master customers title and service style 
engineers can access all ...
Entering a service request 
Click to edit Master title style 
Enter a new service request from 
the Log a Case tab. 
To in...
Ongoing communication 
Every time a service engineer adds a comment to the case log, you will receive an email. To 
respon...
Viewing case list 
   
Click to edit Master title style 
To view your open 
cases, click on the 
View Cases tab. 
To vi...
Viewing case details 
Click to edit Master title style 
Case details are visible on the View 
Cases page. 
• Click to edit...
Adding information to case log 
Using Click the buttons to edit at the bottom Master of the case title details style 
page...
Communicating case closed 
You will receive an email notification when a case has been closed. Example below. 
Click to ed...
Upcoming SlideShare
Loading in …5
×

Pivot basic account instructions

7,935 views

Published on

Published in: Services
  • Be the first to comment

  • Be the first to like this

Pivot basic account instructions

  1. 1. Click to edit Master title style • Click to edit Master text styles – Second level • Third level – Fourth level » Fifth level Navigating the Mechdyne Support Portal: Using a Pivot Account PRESENTATION TITLE DATE GOES HERE
  2. 2. Navigating Pivot: Mechdyne’s Online Service Database Click to edit Master title style To continue to provide excellent customer service, the Technical Service Department at Mechdyne has adopted a new database. • Click to edit Master text styles – Second level • Faster • Third response level times • Better communication – Fourth level » Fifth level • Enhanced tracking capabilities The following Slideshare will walk you through some simple navigational changes in the system interface. PRESENTATION TITLE DATE GOES HERE
  3. 3. A/V Support Portal This Click page gives to you edit access Master to all methods title required style to contact a Mechdyne On-Site Technician. Request Assistance • You have the ability on this page enter an  • Click to edit Master text styles incident directly • This incident information gets delivered directly – Second level to the Mechdyne onsite technicians • Third level • You can expect a response with in 1 hour – Fourth level Pivot & Pivot+ Log-» in Fifth level • If you were assigned a Pivot account please log in here • You have all of the same capabilities as the Web-form but you are able to see prior requests Alternative Contact Information • US 1-800 Number • A/V Support Email Address • Both the phone number and the email address are setup to route to multiple technicians at once      PRESENTATION TITLE DATE GOES HERE
  4. 4. Initial Pivot Account Setup When Click accessing to edit the new Master system for title the first style time, you need to log in using your username and password received via email. The system will immediately prompt you to change your password. To change your password after this initial setup, please email service@mechdyne.com or create a case requesting that your password be reset. • Click to edit Master text styles • Customers received a – Second level new login and password • Third level via email. – Fourth level » Fifth level • Log in using the system generated information received via email. • You will be automatically routed to this page. • Follow screen directions to change password. PRESENTATION TITLE DATE GOES HERE
  5. 5. Home screen Using Click the navigational to edit bar, Master customers title and service style engineers can access all case-critical information. Home • Initial screen you  • Click to edit Master text styles see at login – Second level Log a Case • Enter new service • Third level – Fourth level » Fifth level request View Cases • Track open service requests • Add information to open service requests • Review service tech comments • Review closed cases      PRESENTATION TITLE DATE GOES HERE
  6. 6. Entering a service request Click to edit Master title style Enter a new service request from the Log a Case tab. To initiate a service request • Click to edit Master text styles • Fill in the name of the room or – Second level location that the incident is occurring • in, Third the more level precise the better – Fourth level • Select the type if incident being » Fifth level reported • Give a quick summary of the issue in the Subject line. • Describe any additional notes or requests. • Submit the request. You will immediately receive a confirmation email assigning the request a number. PRESENTATION TITLE DATE GOES HERE      
  7. 7. Ongoing communication Every time a service engineer adds a comment to the case log, you will receive an email. To respond Click to the to email, edit use Master the link provided title (see arrow). style These email communications are logged in the case file and available for your review. If the link doesn’t seem to work going to www.mechdyne.com/service and logging in will show you your cases and you can then go to the case number referenced in this email. • Click to edit Master text styles – Second level • Third level – Fourth level » Fifth level PRESENTATION TITLE DATE GOES HERE
  8. 8. Viewing case list    Click to edit Master title style To view your open cases, click on the View Cases tab. To view closed cases, click on the View Closed Cases button. • Click to edit Master text styles – Second level • Third level – Fourth level » Fifth level To view all open cases at your location, click on the View All Cases button.  To view case details, click on the subject description of a specific case.     PRESENTATION TITLE DATE GOES HERE
  9. 9. Viewing case details Click to edit Master title style Case details are visible on the View Cases page. • Click to edit Master text styles From this screen, you can review for an individual – Second case the level status and all past updates. • Third level – Fourth level Using the buttons at bottom of the case status page, you can » Fifth add level comments and attachments into the case history (photos, screenshots, etc). PRESENTATION TITLE DATE GOES HERE    
  10. 10. Adding information to case log Using Click the buttons to edit at the bottom Master of the case title details style page, you can add comments and attachments into the case history (photos, screenshots, etc.). • Click to edit Master text styles Comments Type – comments Second into level text box provided. Submit request • Third level – Fourth level » Fifth level Attachments Directions for adding an attachment are provided on screen. When you are done uploading files, click done to return to the previous page.     PRESENTATION TITLE DATE GOES HERE
  11. 11. Communicating case closed You will receive an email notification when a case has been closed. Example below. Click to edit Master title style • Click to edit Master text styles – Second level • Third level – Fourth level » Fifth level PRESENTATION TITLE DATE GOES HERE

×