Task Details page

The Task Details page shows customer and vehicle information for the task and captures the outcome of the Appointment Coordinator's contact with the customer. The page is displayed when the Appointment Coordinator selects a task from the Tasks page.

The page contains the following information:

  1. Campaign: The name of the campaign and the dealer associated with the task.
    • Appointment-type campaigns show the appointment date and time, booking date and scheduled-by user name.

  2. Customer Details: The current customer contact information.
    • indicates the customer's preferred correspondence choice.
    • Click to update the customer details (if enabled). See Updating customer details.
    • Click to add a note about the customer for other users. This can be used to capture information that another Appointment Coordinator should know before making contact. They can also be viewed and updated from the Search page.

The following points apply when working with Customer Notes:

  • = There are no Customer Notes.
    = There are Customer Notes for review.
  • Notes can be added to or updated by any user.
  • Customer Notes can be captured in and shared across Customer Connect, , Workspace or Service Dashboard and Appointment Manager. Customer Notes entered in any of these wiADVISOR applications can be read, added and updated in the other listed applications.
  • There is only one note (i.e. set of text) per customer although it may contain information entered by multiple users from multiple applications.
  • Customer Note text is free-form and un-edited, to a maximum of 1000 characters.
  • A user can update or delete the text in existing Customer Notes using any application, regardless of the original entry point or author.
  • Notes are not specific to an appointment or service visit.
  • Customer Notes belong to the customer and not the vehicle. They are not transferred when the vehicle is transferred to another customer.
  • If a customer has multiple vehicles, the same Customer Notes will appear for all vehicles. Tip: In the case of multiple vehicles, make it clear in the Customer Note which vehicle a specific comment refers to, such as the location of seasonal tires.
  • Customer Notes include the user name and timestamp of the most recent update.
  • New/updated text will appear the next time a user opens the notes for that customer from any of the applications for any of the customer's vehicles.
  • Customer Notes are not pulled from the DMS nor do they update the DMS.

 

  1. Vitals flag: Refer to Customer vitals.

  2. Vehicle details: e.g. VIN and odometer. The VIN can be removed from the customer record using "Remove Vehicle" if appropriate.

  3. : Appears if there is a scheduled appointment.
    • Click to show a summary of the appointment details such as appointment date, customer contact information, vehicle comments and concerns, transportation choice and appointment source. Before calling a customer, the Appointment Coordinator should always check to see if there is an existing appointment.

  4. Call Script: To be used when talking to the customer.

  5. Select Action: Select a call disposition at the end of the call, for example 'Appointment Scheduled'. Refer to the Call dispositions for a complete list.

  6. Follow Up: (optional) Set a date to try contacting the customer again.
    • If a follow-up date is provided and the task is NOT closed, the task is removed from the Appointment Coordinator's task list until the follow-up date. The task remains on the task list after the follow-up date until a new follow-up date is assigned or the task is closed.

  7. Communication Type: (optional) Select the follow-up phone number to use from the list of available phone numbers. Alternatively, to text or email the customer directly from this page, refer to Messaging directly from Task Details.

  8. Add notes: (optional) Use to document any notes from the call.

  9. Communication Log sub-tab lists all interactions with the customer for this vehicle, including -
    • Actions logged on the Task Details page for this or any previous phone campaign, including contact date and activity details.
    • System-generated campaign messages sent as part of an email or text campaign.
    • Emails or text messages sent directly from the Task Details page for a phone campaign using the Task Details page messaging feature.
    • Inbound calls captured in the Inbound Call List campaign.
    • Text messages sent from Customer Connect's Messenger page are not included.

  10. Service History sub-tab lists the service history of this vehicle. Details are available by clicking "i" beside a service line.

  11. Refer to Additional History tabs for additional tabs that may appear in the History section.

 

Once the page has been completed, select:

  1. "Cancel" to return to the Tasks page without saving any information.

  2. "Skip Task" to manually advance to the next task in the list without saving any updates. If there are no tasks left in the list, you will be returned to the Tasks page.

  3. "Save" to save any entered information and advance to the next task in the list. If there are no tasks left in the list, you will be returned to the Tasks page. If the call disposition was set to a closing status, for example 'Appointment Scheduled', the task will be removed from the task list.

  4. "Schedule Appointment" to launch Appointment Manager for this VIN in a new browser tab. You will not be required to log in again. Refer to Scheduling an appointment for more information.

Note: If Appointment Manager does not open, check that your pop-up blockers are disabled.

 

The VIN can be removed from the customer record using the "Remove Vehicle" button. This prevents the customer from being included in future campaigns about vehicles they no longer own. You will be prompted to confirm the change before the VIN is removed:

  • Click “Remove & Close” to close the task. A disposition code of ‘Customer no longer has vehicle’ is automatically assigned. No additional tasks are closed at this point.

 

If there are call campaign tasks still open for this customer/vehicle, the following message appears when the task is opened next:

  • Select “Close Task” to close the task.

Once a VIN is removed, it no longer appears with this customer when performing searches in other DFX applications.

 

The following tabs appear for specific campaigns.

 

Deferred Recommendations tab:

For Deferred MPI Recommendations campaigns, there is a Deferred Recommendations tab listing all recommendations that the customer declined at a previous service appointment. Note the severity indicator (red, yellow). Scroll to the right to see additional information.

  • The deferred services that still need to be addressed by the customer are listed under Outstanding Deferred Recommendations.
  • Deferred services that have been completed (included in a pre-write) since the campaign was run are listed under Recommendations Already Resolved. This only applies to deferred services which have OP Codes defined in the DMS or Admin Settings.
  • In the phone script or export data, the 'Deferred MPI Recommendations' variable only returns outstanding services (if the variable is used).

Note: The campaign may be configured to only show deferred recommendations that meet the campaign's OP Code and Deferred Recommendation Condition criteria. Refer to Additional option for OP Code campaigns: for more information.

 

Recalls tab:

For Recall campaigns, you see a 'Recalls' tab showing the Update Number, Description, Start Date and End Date and Status of all recalls that apply to this vehicle:

Click the information icon to open a pop-up window with OEM information about the recall such as the NHTSA recall number and remedy.

 

Declined Services tab:

For Declined Services campaigns, a Declined Services tab shows the OP Code, Description and Service Price of the declined services:

 

Note: The campaign may be configured to only show declined recommendations that meet the campaign's OP Code criteria. Refer to Additional option for OP Code campaigns: for more information.

 

Appointment Confirmation and Missed Appointment campaigns:

  • If the customer rescheduled their appointment, cancelled or arrived before the Appointment Coordinator opens the task to call them, a message appears as the Appointment Coordinator may not want to continue:

  • In the example above, a customer cancelled their appointment before the Appointment Coordinator opened the task details to initiate the call. In the message:
    • Click "Yes" to close the task. The disposition code is automatically assigned (in this example, to Appointment Cancelled by Validation) and the task is removed from the campaign.
    • Click "No" to continue working on the task. The page stays open and the task disposition does not change.

 

Deferred MPI Recommendations campaigns:

  • If all deferred services have been completed since the campaign was run, a message appears when the page is opened indicating this to the Appointment Coordinator and allowing them to decide whether or not to continue with contacting the customer:

  • Clicking "Yes" closes the task and the disposition code is automatically set to Service Already Completed by Validation.

 

Customer Retention campaigns:

  • If the customer has already booked an appointment or had recent service, a warning message appears as the Appointment Coordinator may not want to follow-up further.

  • Clicking "Yes" closes the task and the disposition code is automatically assigned to Service Already Completed by Validation.

Note: Refer to Disposition Codes for a complete list of 'by validation' close codes.

 

The Appointment Coordinator can send a text or email to the customer directly from this page:

  • In the Actions area under Communication Type, select a cell phone number () or email address () from the list of available options.
  • Click to open the corresponding window for composing your message:

  • Pre-defined scripts may be available if configured by the Dealer Administrator for this campaign and communication type (using the Scripts page).
  • If script variables (e.g. {Dealership Name}) are used in the selected pre-defined script, the draft message shows the actual data. The Appointment Coordinator can then verify or modify the message before sending.
  • The task is closed with a disposition code of Text Message Sent or Email Sent as applicable.
  • If the customer has not authorized the selected communication type, an error message appears: