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      ServiceLink - Work Order Communications Including Cat Interact

      Learn how to manage phone, email, and text communications for Work Orders in ServiceLink, including integrating and responding via Cat Interact.

      In This Article

      Introduction

      This guide explains how to use ServiceLink's communication features to keep customers informed about their Work Orders. You'll learn how to use both the Communications Tab and ServiceLink’s Cat Interact integration to effectively manage customer communications.

      Using the Communications Tab

      Getting Started

      The Communications Tab is located on the ServiceLink landing page. This is your central hub for managing all customer communications related to Work Orders. It reminds you of who to contact, when to contact and by what method.

      Setting Up Communications When Creating Work Orders

      Before you can use the Communications Tab effectively, you need to properly set up contact information when creating Tickets and Work Orders:

      1. In the Ticket Overview Tab: Scroll down to the Contact section, which is populated from the influencer information in DBS for that particular customer.
      2. Phone Number: Enter the customer's primary phone number (this field is required).
        • This is typically a landline number in your ERP/DBS system.
        • Many customers use this number for cell phones as well. If it is used as a cell number, be sure to copy and paste in the Cell Number field just to the right of it to enable texting from ServiceLink.
      3. Cell Phone: Fill in the actual cell phone number if different from the main number.
        • This field may be left blank in your system but should be populated for text messaging.
      4. Email: Enter the customer's email address.
      5. Communication Frequency: Select how often the customer wants updates: Daily; When work is completed; Monthly; Etc.
      6. Communication Method: Choose the customer's preferred method: Phone; Email; Text.

      Once the Ticket/Overview tab is updated with the contact information, it will start to populate the Communications tab. You cannot immediately add to the Communications tab. If an ad-hoc communication is needed to the customer, consider the Cat Interact Tab.

      Navigating the Communications Tab

      Once you have Work Orders with communication preferences set up, the Communications Tab will display a list of all communications that need to be processed as they come due.

      Filter Options

      You can filter by different statuses (pending, processed without changes, processed modified, cancelled, missed, send failure, process pending) to focus on specific types of communications.

      Column Information

      • Hyperlinks to the original ticket and Work Order
      • Status of the communication record
      • Work Order status
      • Customer name and contact person
      • Equipment details (make, model, serial number, unit number)
      • Communication frequency and type

      Processing Phone Communications

      When you need to make a phone call to a customer:

      1. Click the Process button on a phone communication record.
      2. Review the information: The system displays customer details and phone number.
      3. Make the call: Use your phone to call the customer (ServiceLink cannot make calls directly).
      4. Document the call: In the text field, type what you discussed.
        1. Example: "Contacted customer and gave update on status - unit to be completed tomorrow."
        2. Include who you spoke with: "Spoke to John Smith - informed him parts will arrive tomorrow."
      5. Complete the record: Click "Completed".
      6. Status update: The record changes to "Processed Modified" status.

      Processing Email Communications

      To send an email through ServiceLink:

      1. Click the Process button on an email communication record.
      2. Review the setup: The customer's email address appears in the "To" field.
      3. Customize the message: Modify the default text as needed.
        • Example: Change generic text to "Darren, your parts are backordered - unit to be ready Saturday."
      4. Send the email: Click the "Send" button.
      5. Confirmation: ServiceLink sends the email directly to the customer.
      6. Status update: The record shows "Process Modified" if you customized the message.

      Processing Text Messages

      To send a text message through ServiceLink:

      1. Click the Process button on a text communication record.
      2. Review the phone number: The customer's phone number is displayed.
      3. Customize the message: Modify the default text.
        • Example: "Parts were installed. Unit is ready for pickup."
      4. Send the text: Click the "Send" button.
      5. Direct delivery: ServiceLink sends the text message directly to the customer's phone.
      6. Status update: The record shows "Process Modified" if you customized the message.

      Using Cat Interact Integration

      Understanding Cat Interact Access

      Within any Work Order, you'll find a "Cat Connect" tab that provides two ways to use Cat Interact:

      The Cat Interact Tab is independent of the Communications Tab. If needed, you can use a combination of the Communications Tab in conjunction with the Cat Interact Tab by letting the Communications Tab be your daily reminder for who to contact and how often, THEN use the Cat Interact tab for the actual communication. When doing this, you may want to “log” the contact by processing it as a “text” within the Communications Tab indicating “Update sent via Cat Interact”. This will then show as Processed on the Communications Tab.

      Method 1: Direct Cat Interact Access

      1. Click "Go to Cat Interact" button.
      2. Sign in: You'll be redirected to Cat Interact and need to enter your CWS ID.
      3. Access dealer portal: Once signed in, you can manage communications through the Cat Interact dealer interface.

      Method 2: Send Cat Interact Messages Via ServiceLink

      This method allows you to send Cat Interact messages directly to the customer without leaving ServiceLink:

      1. Click "Send New Message" button.
      2. Review the message: A dialog box appears with default message content.
      3. Customize the message: Modify the text as needed.
        1. Example: Change the message to "This repair is complete."
        2. You can delete default text and write your own message.
      4. Send the message: Click "Send Message".
      5. Customer receives: The customer gets the message on their phone through Cat Interact.

      Managing Customer Responses

      When customers respond to your Cat Interact messages:

      1. Check for notifications: Look for the communication conversations icon at the top of your screen.
      2. View message count: The icon shows a number indicating unread messages.
      3. Open conversations: Click the icon to see customer responses.
      4. Read messages: Review what customers have sent back.
      5. Respond directly: Type your response in the message field.
        1. Example: "Your unit is ready."
      6. Send response: Click "Submit" to send your reply.
      7. Customer notification: The customer receives your response on their phone via Cat Interact.

      Daily Communication Workflow

      1. Start your day: Check the Communications Tab for pending communications.
      2. Filter by status: Use filters to focus on "Pending" communications first.
      3. Process systematically: Work through each communication based on customer preferences.
      4. Check for responses: Monitor the communication conversations icon throughout the day.

      Troubleshooting

      Communication Not Showing Up

      • Verify contact information was entered when creating the Work Order.
      • Check that communication frequency and method were selected.

      Customer Not Receiving Messages

      • Verify that customer phone numbers and email addresses are correct.
      • Check that the cell phone field on the Work Order Overview Tab is populated for text messages.
      • Confirm that the customer's communication preferences are set correctly.

      Integration Tips

      • Sync with your ERP/DBS: Ensure customer contact information is current in your main system (DBS). If not, use the Gatekeeper icon within the Overview tab at the end of the Contact row to get the new/updated information back into ERP/DBS.
      • Update preferences: Modify communication settings when customers request changes.
      • Use both methods: Combine Communications Tab and Cat Interact based on customer needs.
      • Document everything: Use the communication records as a complete communication audit trail.

      Summary

      Effective use of ServiceLink communications requires understanding both the Communications Tab for structured communication management and Cat Interact based on dealer desire. By following these procedures and best practices, you can maintain consistent, professional communication with customers throughout the service process.

      The key to success is proper setup during Work Order creation, systematic processing of communications, and prompt responses to customer messages. This approach ensures customers stay informed and satisfied with your service.