DTAC - Dealer
Technical
Assistance Center
Goal Statement: Develop a working
understanding of the DTAC system and available
DTAC resources.
Objective - At conclusion of the training you will be able to:
• Search DTAC solutions based on current DTAC Search Engine
design
• Understand why Clear and Complete DTAC cases are
important.
• Understand what is required to submit a Clear and Complete
DTAC case.
• Understand how to “Close” a DTAC case correctly.
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How to Accomplish the task of - Searching for DTAC
solutions related to Well Prepared DTAC cases
• Log into DTAC at:
http://dtac.deere.com/
• Click on the “General DTAC Search” link.
• Type “Creating Clear and Complete DTAC case” in “Search For” field
– click Search.
• Click on desired DTAC solution to view.
Note: Some solutions have (I) in the title. Dealers will see solutions with (I). (I) indicates
the solution has internal comments viewable to company personnel only.
Returned solutions of importance:
• 83498 (I) A Guide to - Creating a clear and complete (Well Prepared) Dealer DTAC Case
• 86256 Factory Response to DTAC Cases
This information is also available by clicking the Help link within DTAC system.
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Creating a Clear and Complete case
Why is it important to create and submit a Clear and
Complete DTAC case?
How do Not Well Prepared DTAC cases impact the customer?
How do Not Well Prepared DTAC cases impact the dealer?
How do Not Well Prepared DTAC cases impact the company?
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Creating a Clear and Complete case
Well Prepared DTAC case classifications – Any with “ - *”.
Example:
1 - Well Prepared - *
Not Well Prepared DTAC case classifications – Any without “ *”
Ag & Turf and JDPS Products – Not Well Prepared
Classes
2a - Not a DTAC Issue
3a - Machine Not Yet Visited
3b - Available Info Not Used
3c - Incomplete Diagnosis
3d - Insufficient Case Text
9b - False Urgent
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Creating a Clear and Complete case
C&F Products (Skid Steer loaders) – Not Well Prepared
Classes
2 - Dealer Product Expertise
3 - Dealer Preparedness
4a - Not a DTAC issue
5 - False Urgent
12 - None of the Above
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What is required to submit a truly “Clear and
Complete DTAC Case”
1.
Discuss with customer / machine operator what is the real nature
of the complaint. Document all information provided.
2.
Search for and follow recommendations in DTAC solutions for
known resolutions, additional diagnostic procedures, or solutions
related to the condition with no current known final
resolution.
3.
If no relevant DTAC solutions were found follow all diagnostic,
repair, and machine adjustment procedures found in diagnostic,
repair, and operational manuals.
4.
If problem was not resolved following published DTAC solutions or
manual procedures - Create a new DTAC case.
5.
Determine correct Case type (Marketing, Parts, Service, or
Warranty).
6.
Determine correct Case Priority - Tech in field – Urgent ,
(Technician is at the unit, machine is down, and customer has
time based need for unit) Normal, or Report Only
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What is required to submit a truly “Clear and
Complete DTAC Case”
7. Enter a clear and concise Problem Statement to include all DTC’s
and key part numbers.
8. Provide the correct PIN. Enter the Component SN if component has
SN plate. (Engine, transmission, controller, etc.).
9. Enter “Legacy Contact” information if not same as “Contact”.
10. Enter contact phone number if different then the system default
phone number. (Enter technicians cell number for all Tech in Field
Urgent DTAC cases.)
11. Enter all relevant data in the DTAC case text template – follow the
template. See Solution 83498 (quick reference card)
12. Link Attachments to the case when they are necessary – (limit 10
meg combined total) See Solution 82388
Important: The better prepared the case the better the chance
of successful first pass recommendation by the supporting
DTAC workgroup.
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Determine Correct Case Type
Examples:
• Marketing
•
I’m not sure what kits/attachments/bundles/parts I need to field
install a loader on a 6M tractor
• Parts
•
I need a promise date for P/N TCA20895 Order Number
DY00816973
• Service
•
Customer complains the park brake randomly engages while
operating his 323D skid steer.
• Warranty
•
2520 CUT out of basic warranty, but within Limited Basic
Warranty with a leaking hydraulic pump (P/N m810115)
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What is a Factory DTAC - Parts case?
• Technical questions on parts should be directed to the factory
using the DTAC system and selecting a case type of
"Parts". The following are some examples of parts questions
that should be submitted to the factory product parts group:
•
The part needed is not shown in the parts catalog.
•
How to order a part not available in the parts system?
•
Is this parts substitution correct?
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Parts DTAC/DPAC Cases
• Machine Down Parts Escalation
•
DTAC Solution 66241
•
As the TSCM I get calls about needing a part that currently isn’t
available. I can assist, but only after a DTAC case is entered.
11 TCSM Fundamentals
Searching DTAC Solutions to Find Improved Parts
• In certain situations customers may have a performance
complaint and think it may involve a faulty part.
• Search DTAC Solutions to see if a new and improved part is
available
• For Example:
•
DTAC Solution 92992 - 1 Series Pallet Forks Lower Before
Raising When Trying to Feather the SCV
Solution :
To ensure correct hydraulic flow to the scv valve, instruct the
operator to set the engine to rated speed (3200 rpm).
If the issue still occurs with the engine at rated speed order and
install scv valve LVA19131.
12 TCSM Fundamentals
Parts Case “Urgent”
• What conditions should exist before entering a Parts
case as “Urgent”?
•
The customer must have an immediate, time critical need to be
using the machine.
•
The parts person should have already attempted to resolve
the parts issue using all available resources.
•
The customer should be at the parts counter waiting for
resolution.
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Service Case “Urgent”
Tech in field – Urgent
• Technician must be in the field
• Callback must be set to “phone”
• Technician must provide cell number
• If callback is set to web DTAC there is a good chance the
DTAC analyst will mark the case false urgent
• If the DTAC analyst calls the only provided number and that
number is for the store, there is a good chance the case will
be marked false urgent.
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DTAC Training and Reference Material
15 TCSM Fundamentals
Callback
• If callback is set to email or web DTAC, the likelihood of
receiving a phone call is almost 0%.
• If callback is set to phone, and no phone call is received,
please inform me.
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Creating a Clear and Complete case
1.
Enter and validate “Model”
2.
Click “New”
3.
Select desired “Priority”
4.
Select desired “Case Type”
5.
Enter “Problem Statement”
6.
Enter relevant “Part Number”
7.
Enter “Legacy Contact” if different than “Contact”
8.
Select desired “Callback” type
9.
Enter “Usage” and “Units”
10.
Change “Email” and “Phone” if different than default
11.
Enter “Pin” and “Component SN”
12.
Enter text in all “Problem Details” template areas
Writing technical data in paragraph style is difficult for
most. Simplify case text by use of bullets or numbers to
describe issues, diagnostics steps completed, outcomes of
diagnostics, etc.
13.
Click “Save as ‘Draft’” to save changes and complete / submit case
later OR Click “Submit” to submit the case now.
14.
Click “Submit Now” to submit the case at that time. Click “Submit
7:00 A.M.” to delay submission of the case until the next
occurrence of 7:00 A.M.
15.
Add Attachments (not illustrated)
Important:
Any field name preceded by “**” is a required field. Failure
to fill the field will result in an error message when
attempting to Submit the case.
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Submit 7:00 A.M.
• How does this benefit the dealer?
• Example
•
Case submitted at 5:15 PM EST
•
Callback is set to phone
•
Technician leaves the shop at 5:30 PM EST
•
The DTAC Analyst calls the store number at 4:50 PM CST and
gets no answer.
•
DTAC Analyst puts in the case, “called the store, no answer” here
is my recommendation on what to try next…
•
If the technician would have used Submit at 7AM the technician
would have received a phone call from DTAC between 8 AM and
9 AM EST while in the shop and would have had the opportunity
to talk through the problem with DTAC on the phone.
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Closing the DTAC case
1.
Why is it important to close the DTAC case?
2.
How does closing the case impact the customer?
3.
How does closing the case impact the dealer?
4.
How does closing the case impact the company?
5.
What cases need to be closed by the Dealer?
Reference DTAC solution 91821
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Closing the DTAC case
Creating a “Saved Search”
1.
Select Status of “Need More Info”
and Recommendation Provided”
using the “Or” option.
2.
Enter account number in
“Account Numbers” field and
validate using “bino”.
3.
Enter partial name in “Contact”
field and validate using “bino”.
4.
Click “Last Search Option”
dropdown icon.
5.
Click “Save Current Search”
6.
Enter a name for the search
7.
Click “OK”
8.
The data entered in steps 1, 2,
and 3 are now saved for later
user searches.
20 TCSM Fundamentals
Closing the DTAC case
Identifying Cases to Close
1.
Click “Last Search Option”
dropdown icon.
2.
Click “Load Saved Search”
3.
Click desired search to load
4.
Click “OK”
5.
Search data will now be
loaded in the “Case” screen
6.
Click “Search”
7.
Select case to close
8.
Click “Close”
Continued on next slide
21 TCSM Fundamentals
Closing the DTAC case
9.
Check the desired response
for all five questions.
10. Enter comments
Important:
An error message will
appears listing questions not
answered or if comments
have not been entered for a
No response to question 5.
11. Click Submit
22 TCSM Fundamentals
Tips and Tricks to use DTAC Search Engine
Start in Case screen (Reference 82385)
1.
Select “Model”
2.
Enter search phrase in “Problem” field
–
Search for complaint
–
Use few words
–
Use simple words
–
Use Deere words
3.
Click “Solutions Search” button
4.
Review search results
5.
If you do not find solutions you are looking
for
–
Check spelling of search words
–
Change search words
–
Remove Model, or Sub – Category, or
Category to expand search
•Do not use Drop-down dictionary
•Do not attempt to enter Sub Category or
Category manually
25 TCSM Fundamentals
Search Engine Changes Coming Soon
• Reference DTAC Solution 82385
• DTAC Solution 82385 will have a link to a FAQ
• When changes are available there will be a bulletin posted
to “What’s New”
26 TCSM Fundamentals
“What’s New”
• Service and Parts personal should frequently monitor “What’s New”
• Examples:
•
25Feb14 6 Series Tractor Product Support Hot Solution: 97667 - Parts
Catalog Error Reporting Process
•
05Feb14 6 Series Tractor Product Support 6M / 6R Tractor, Access to
Engine Oil Dipstick
•
20Feb14 DTAC Application DTAC Web Based Training (English) Now
Available on JDU
27 TCSM Fundamentals
Set “Time zone”
Set “Timezone” for proper display of time in
the DTAC screen and to submit cases
correctly when “Submit 7 A.M.” option is
used. Default time zone is GMT when field
is blank.
1.
Click “My QueWeb”
2.
Click “Change”
3.
Click dropdown icon for “Timezone”
4.
Select desired time zone
Note:
Make sure correct time zone is
selected. Those shown with
(US/Canada) contain an automated
component to reset the clock for
Daylight / Summer time.
5.
Click “Save”
Reference DTAC solution 90424
28 TCSM Fundamentals
What to do when DTAC does not seem to work
correctly.
1. Close all programs on your
computer by using the Log Off
option.
2. Shut down your computer –
Start / Shut Down / Shut
Down.
3. Start your computer
4. Open an internet session –
Internet Explorer and Firefox
are supported.
5. Open Tools / Internet Options /
Clear cached files, cookies,
history, forms. See DTAC
solution 92572
6. Open DTAC
29 TCSM Fundamentals
7. To report a DTAC system issue,
suggest enhancement, etc.
submit a Feedback through the
DTAC
DTAC Training and Reference Material
DTAC training and reference material can be found at:
• DTAC Help – links to DTAC solution 91804
• DTAC “General DTAC Search” or “Solution Search”
• John Deere University – DLM - DTAC (Dealer Technical Assistance Center)
3.2 Overview CSP-17-DLMTC169 – 4 Credits – Fee charged
• “What’s New?”
30 TCSM Fundamentals
Finch Service’s A&T DTAC Metrics (Rolling 12 –
2/3/2014) – Critical Few
31 TCSM Fundamentals
Finch Service’s A&T DTAC Metrics (Rolling 12 –
2/3/2014) – Detailed Report
32 TCSM Fundamentals
Definition of individual
rows within the report
Total Cases – Represents total number of cases, with Origin of Customer Portal or Service Advisor,
with Original Priority of Tech in field – Urgent, and Normal. Includes cases with Class Well
Prepared, Not Well Prepared, and with no assigned Class.
Total Cases with Case Class - The number of the cases extracted as stated above with a case Class.
# Well Prepared – The number of cases extracted as stated above with a case Class of Well
Prepared (any class with “*”)
% Well Prepared – The percentage of # Well Prepared cases compared to the Total Cases with
Case Class
% Well Prepared Not Reopened – The percentage of the Well Prepared cases that have not been
reopened by the dealer.
# Urgent - Represents total number of cases, with Origin of Customer Portal or Service Advisor,
and Original Priority of Tech in field – Urgent. Includes cases with Class Well Prepared and those
Not Well Prepared and with not assigned Class.
# Urgent with Case Class - The number of Urgent cases extracted as stated above with a case
Class.
# Urgent Well Prepared - The number of Urgent cases extracted as stated above with a case Class
of Well Prepared (any class with “*”)
% Urgent Well Prepared – The percentage of # Well Prepared Urgent cases compared to the Total
Urgent Cases with Case Class
% Urgent Response < 20 m – Percentage of Urgent cases that were accepted / owned within 20
minutes. Initial contact with the dealer contact / technician to occur moments after the case is
accepted / owned.
% Urgent Recommend < 2 h – Percentage of Urgent cases that were routed back to the dealer in
Status – Recommendation Provided within two hours.
• Continued on next page
Definition of individual
rows within the report
continued from previous page
# Report Only – Total number of Original Priority - Report Only cases submitted. Report Only
count is provided as reference only. They are not included in any count or percentage
calculations.
# Need More Info – The number of cases routed back to the dealer in status Need More Info.
Need More Info case count is provided as reference only. These cases need dealer attention to
close if resolved or reopen / resubmit if issue is not resolved. These cases are not included in any
count or percentage calculations.
# Rec Provided – The number of cases routed back to the dealer in Status Recommendation
Provided. These cases need dealer attention to close if resolved or reopen / resubmit if issue is
not resolved.
% Closed – Not Report Only – Percentage of Well and Not Well Prepared cases with Original
Priority of Tech in Field – Urgent or Normal that have been Closed using the Close action button.
% Closed – All Classes & Priorities - Percentage of Well and Not Well Prepared cases with
Original Priority of Tech in Field – Urgent, Normal, and Report Only the dealer has Closed using
the Close action button.
% from Service Advisor – The percentage of the Total Cases the dealer is submitting using Service
Advisor. Provided as reference only.
Questions
35 TCSM Fundamentals
|System School Recommendations |
3