Customer concerns and recalls from the pre-write, along with any associated recommendations, are listed under the Concerns page.

1. The diagnostic fee for each concern (the total price quoted for the concern at the time of the write-up in wiADVISOR Dashboard) appears with the concern.
   • If updates are enabled for the dealership, the Service Advisor can edit it here or on the Summary page (Refer to Review Summary). The Service Advisor may wish to waive the fee, for example, once the service work is approved.
   • The fee also updates the 'Previously Approved Services' total on the right.
     
2. The condition code from Technician Inspection (green/red/yellow/gray) appears beside each recommendation.

Note: If allowed by the dealership settings, the Technician may not have selected a condition code for a concern. In this case, the concern still appears here but defaults to 'gray'.

3. If the Technician did not make a recommendation to address the customer's concern, regardless of condition code, it still appears but with a message indicating that there are no recommendations. This may be appropriate, for example, if the concern is already being addressed as part of another service item or if the Service Advisor wants to highlight the issue for a future service visit but not reflect the cost in the current service's estimate.
• In this case, the Service Advisor must include a comment for the customer before sending the message. This ensures that the customer can clearly see how their concern is being addressed by the dealership.

4. Since recalls are added to the pre-write, they also appear on this page. As generally there will be no specific recommendations for recalls, they should be marked 'gray'. The Service Advisor should de-select this item (i.e. not send it to the customer) since the recall is included as part of the services included in the write-up and already approved by the customer. This is also recommended for other service items from the pre-write that are configured as concerns.

Note: If the recommendation is not being sent/presented to the customer, or if the Service Advisor is confirming recommendations on behalf of the customer, a comment is not mandatory

Refer to Prepare MPI results for information about the other fields on this page. Prepare the concern recommendations as described for inspection recommendations.

When preparing inspection results for the customer, review the items on the Inspection page.

1. Inspection results are grouped by category.
2. Inspection results are pre-selected (checked) by default. You can de-select an item, if enabled at your dealership.
3. The "Parts Status" button appears beside each recommendation needing parts. It indicates the parts overall status as indicated in the table below. Click it to see the individual parts, quantity and status.

4. Add/update comments to support each inspection result. Suggested text, describing the reason for the service, is shown by default.
5. Click the "Notes" icon to review any comments from the Technician or Parts Advisor.
6. If the Technician did not make a recommendation to address an inspection item but still marked it red or yellow, it still appears but with a message indicating that there are no recommendations. This may be appropriate, for example, if the Service Advisor and/or Technician want to highlight an issue for a future service visit but not reflect the cost in the current service's estimate.

NOTE: The Service Advisor should carefully review any red or yellow items that do not have recommendations prior to sharing the MPI results with the customer.

In some cases these red or yellow items will be related to another recommendation (for example both front brakes are marked red, but the recommendation is only on one of the brakes). However, if there are red and yellow items without recommendations that are not related to another recommendation, this should be treated as an alert to the Service Advisor to review the MPI with the Technician and make sure that a recommendation is provided where appropriate that can be communicated to the customer.

7. Update Labor and/or Parts prices if needed as described in Update pricing data (Price is automatically calculated).
8. Any photo or video of the Technician associates with an inspection result appears as a thumbnail. It is selected by default. Click to deselect (un-check) it so it is not sent to the customer. In this case, the customer sees the default image for the item in DMPI.
• In this case, the Service Advisor must include a comment for the customer before sending the message.

9. Review items inspected but OK.
10. Any updates are automatically saved. Changes are reflected immediately in Technician Inspection and Service Dashboard.
11. The totals can be reviewed on the Estimate & Promise Time tab.
12. Select the Status Log tab to see the full list of actions associated with the DMPI message.

The Summary page lists the Factory Required Services and Recommended Services as well as concerns and recalls that were approved by the customer from the pre-write. Pricing is shown along with customer comments.

This page gives the Service Advisor the opportunity to review the pre-approved services and their pricing prior to communicating with the customer. Any of the pricing fields can be updated for any item as described in Update pricing data. For example, the Service Advisor may decide to waive or reduce the diagnostic fee for a concern where they are making a recommendation for a repair.

Note: Pricing for concerns on this page is the diagnostic fee not the pricing of associated recommendations. To update the diagnostic fee here for a concern, update the Labor field. Changes are reflected on the Concerns page (in the 'Diag. Fee' field) and vice versa.

To update prices for a recommendation or pre-approved service on any of the three tabs:

1. Update Hours and/or Labor Rate to automatically calculate the Labor price.
2. If enabled for the dealership, select a Labor Type to automatically populate the Labor Rate.
   1. If labor grid pricing is also enabled for this Labor Type, the Labor Rate field is disabled and cannot be updated.
   2. The other fields can be overwritten if needed.
3. Update Labor and/or Parts as needed to re-calculate the Price. Price is a calculated field only (= Labor + Parts)

Note: If the Labor amount is manually updated and the Labor Rate field is not disabled for grid pricing it is automatically recalculated so that Hours x Labor Rate = Labor (Labor Type is not changed.)

Pricing changes are reflected in the other wiADVISOR applications: the Pre-write PDF, MPI PDF etc.

If the recommendations have already been sent to the customer, any subsequent pricing changes are considered a revision. The change will be flagged in the DMPI app as with any change. Refer to New and revised Inspection results.

At the side of the page:

1. The 'If answered by’ and ‘Deliver by’ times are calculated automatically based on your dealership settings. The Deliver by time indicates when the vehicle will be ready if the customer responds by the indicated time. Adjust as needed.

2. To text or email the inspection results, click "Send for Approval". A pop-up window appears for specifying the address:

3. Select the delivery method(s), SMS and/or Email, then select the cell phone number and/or email from the available options associated with the customer (i.e. the contact information captured in Appointment Manager). Alternatively, enter a new cell phone number and/or email (It will not be saved with the customer profile).
4. Click "Send" to send the message. The sent time can be seen in the Status Log. If the message has been re-sent the new timestamp is shown.
   
   
   
   Once the customer opens the link and completes their response, the associated times can also be seen in the log:
   
   

Note: If inspection items are all OK, you can still send the results to the customer for their information but only the Deliver by time is required prior to sending. This includes the situation where there are red or yellow inspection items or concerns without recommendations. The status changes immediately to Work in Progress indicating that no further approval is required.

If the customer is a 'Waiter' the inspection results can be shown using the Service Advisor's tablet:

• Click "Present to Customer". The inspection results open in a separate browser tab so you can review with the customer from your own tablet. Refer to DMPI Reference Guide for information about using the app to complete the customer response.
• The associated times can be seen in the log:
  
  
  

If the customer calls the dealership to discuss the inspection results sent by Digital MPI, the Service Advisor can manually complete the response on their behalf on the Recommendations page. This can also be useful if the customer has opted out of text or email communications.

• For each recommendation, select Approve or Defer and the associated reason from the drop-down list.
• Click . The associated time can be seen in the log:
  
  
• The "Confirm" button is disabled (grayed-out) once it has been clicked. It is enabled again if changes are made i.e. the items need to be re-confirmed.

Note: If the customer responds and the Recommendations page is still open, refresh the page to see the responses.

Once the customer response has been received:

• The vehicle status changes to Work in Progress and the Technician is notified via Technician Inspection that they can start work on the vehicle.
• The results can be reviewed on the Recommendations page: approvals, deferrals along with the reason.
• Approved services appear as 'confirmed' under the Services tab in the service lane.
• The customer's signature and date from the Digital MPI electronic approval appears on the last page of the MPI PDF.

Note: If the customer does not respond by the requested time, the Service Advisor is sent a reminder message in Service Dashboard Messenger. The customer can still respond but they are not given a revised promise time. The Service Advisor must call when the vehicle is ready. The link automatically expires after two days.

The message can be re-sent to the customer at any point. This is useful if they have lost or deleted their link. It can also be used if the customer wants to change their response.

Inspection results that have been changed are flagged on the Recommendations page to alert the Service Advisor that action is required.

A recommendation is flagged as updated if:

• It is new recommendation added to the MPI in Technician Inspection (while 'In Revision' then Completed).
• A new part was added to the recommendation in Technician Inspection (while 'In Revision' then Completed) that changes the recommendation's price.
• The Service Advisor modified the recommendation's price in Service Dashboard or Technician Inspection.

Note: As the Recommendations page may open initially to the Concerns tab, an update indicator appears on the Inspection tab to clearly flag if there are updates to review on that page:

While the inspection is 'In Revision' in Technician Inspection:

• The inspection results cannot be sent for approval, presented to the customer or manually confirmed.
• An 'In Revision' message is displayed, including the name of the Technician or Parts Advisor currently updating (claiming) the inspection:

Note: Updates, such as price changes, should not be made to the recommendations in Service Dashboard while the inspection is 'In Revision' as they will be overwritten when the Technician marks it complete.

When the revisions are completed in Technician Inspection (i.e. the MPI is marked completed again) the Service Advisor automatically sees the flags and changes.

• If the customer previously deferred a recommendation, it remains deferred on the page unless it is updated by the Technician via DMPI or is manually updated by the Service Advisor on their behalf.
• Any previously approved recommendations, or newly added recommendations, are not marked approved or deferred (i.e. the decision is re-set) until a new response is received.

The Service Advisor can now review and re-send the information to their customer. The flags on the Recommendations page are removed.

Note: Revisions are also flagged in the DMPI app for the customer when the inspection results are re-sent. These include new and revised recommendations accepted by the Service Advisor or changes made to prices. Refer to DMPI Reference Guide.