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Smashburger Store Dashboard Overview

NOKIA | ServiceChannel Store Dashboard Overview

INTRODUCTION

• Following is an overview of how restaurants can utilize the Dashboard to place

Repairs and Maintenance service requests as well as to view existing requests,

schedules and leave feedback regarding the work being done in the restaurant.

• The stores will go to http://smashburger.servicechannel.com/.

http://toryburch.servicechannel.com/




LOGIN

• Enter your login and password, then click “Submit”:

• Username = ******

• Password = ******


DASHBOARD SUMMARY

• When you log into the dashboard the “SUMMARY” page will come up first. The summary includes

information regarding the work orders for your restaurant. You may click on any of the links in the

summary to view the respective work orders

• The user can also click on any of the menu links under the word “SUMMARY” at any time

• The numbers in RED or BLUE next to the dates on the calendar indicate that work orders

are SCHEDULED to be performed that day.

RED = Scheduled Services/PM’s (i.e., cleaning, HVAC filters, ect)

BLUE = Requested Repairs (i.e., too cold in the store)

Click here to create a NEW work order

Click to view any Open & In Progress

requested repair

work orders for

your store


VIEW OPEN TICKETS

The default report is to show ALL open and in progress work orders by tracking number.

The user can choose how to sort the report by clicking on the drop down box as well as choose what types of work orders to review (Scheduled Services/PM’s versus Requested Repairs).

Please note that there may be multiple Scheduled Services work orders issued for a given month for certain trades (i.e., HVAC, Pest Control).

By moving your mouse over the tracking number, the user

can see additional details

regarding this request

All Notes can be viewed

and notes can be

entered using this link

Click to

change the

report sort

Legend indicates

status of request

Click here to

VIEW OPEN

TICKETS


REQUEST SERVICE: CHOOSE PROBLEM

Step 1: Enter your name and title into the “Caller” field.

Step 2: Choose the “Area” that the issue is located (i.e., Sales Floor or Rest Room).

Step 3: Choose the most appropriate “Problem Type”.

Step 4: Choose the “Equipment”; if it is not applicable, “None” will auto-populate.

Step 5: The list under “Problem” will automatically populate based on your choices in

Steps 3 and 4. Choose the most appropriate problem.

Step 6: Click “Next” to continue or “Cancel” to stop the request before submitting.

Your store information will automatically populate.


REQUEST SERVICE: REVIEW HISTORY

Before proceeding with creating a new service request, the existing requests for this trade will show for review

The Legend explains the colors and icons on the work orders.

Repeated Issue – this issue has occurred within the last 30 days. Click the link to flag the new work

order as a “repeat” (possible recall).

Open – the request is a Scheduled Service/PM work order or has not yet been “accepted” by the

vendor.

In Progress – the request has been “accepted” by the vendor and will be responded to accordingly.

The user can view the notes and progress of the request.

Pending Confirmation – the request has been closed out the vendor and is awaiting store feedback.

Completed – the request has been closed out by the vendor; store feedback was received/work at

the store should be done.

Invoiced – the work at the store is done and the vendor has submitted the invoice for payment.

Click the appropriate button to continue:

Previous – go back a

screen

Cancel – closes out of

this screen without submitting the request

Next – continues with

this request


REQUEST SERVICE: TROUBLESHOOTING

• If troubleshooting scripts exist for this Problem Type and/or Problem, they will come

up after you clicked “Next”.

• If the troubleshooting works and you do not need to issue a service request,

click “CANCEL”.

• The Dashboard can also show a “Message” to advise the store to call another

department, etc. When the “Message” comes up instead of the troubleshooting, the

user will NOT have the option to click next – just “Cancel”.

• If you still need to place a service request, enter a complete problem description and

click “NEXT”.


REQUEST SERVICE: SUBMIT REQUEST

Click the appropriate button to continue:

Previous – go back a screen

Cancel – closes out of this screen without submitting the request

Submit request – continues with this request

The data in these

fields will

automatically

populate based on

your choices on

the previous page

Update

description of

the issue here as

needed

The user may upload

attachments as

applicable


REQUEST SERVICE: CONFIRMATION

Once “Submit Request” is clicked, the work order will automatically be dispatched and the user will receive a TRACKING NUMBER for reference purposes.

Important Note: The vendor should be asking to use the restaurant PHONE to call in

to an automated system when they get to your store and again when they leave. THIS

IS FOR ALL SERVICES.

These calls will help to ensure real-time information regarding your requests and the

service provided.


VIEW WORK HISTORY

All Notes can be

viewed and notes

can be entered

using this link.

By moving your mouse over

the Tracking Number, the

user can see additional

details regarding this

request.

The Legend explains

the colors on the work

orders. Each color

denotes a different

STATUS.

Click to change the report Sort and/or Period (3 month,

6 month 12 month)

Click which types of requests to view (All, Scheduled Services, Requested

Repairs)


VIEW/ADD NOTES

All Notes can be viewed and

notes can be entered using this

link

If notes exist for a work order, the date of the LAST note will show as a link under the “Notes” column.

• If there are no notes yet for a work order, the link “Add Note” will show under the “Notes” column

• Click the link to view the existing notes or add a new note

Highlighting the tracking number brings up a ‘speech bubble’ with additional

information regarding the work order

for reference purposes


VIEW/ADD NOTES

The notes contain a diary or log of all the actions/communications regarding a specific work order. They track WHO entered the note, the DATE/TIME the note was entered, who it was E-MAILED TO, and if the

SCHEDULED DATE/TIME was updated.

• Many actions that are taken by the client automatically generate a note. These help to track the

progress of the work order

• The notes show in order of newest to oldest

Who entered the note

Click on of the buttons to

add a note or cancel out

of this screen

Date/time the

note was entered


VIEW/ADD NOTES

The note will show immediately after clicking “Submit”.

Step 1: Enter your name

Step 2: Enter note

Step 3: Choose the

recipient to e-mail the

note

Step 4: Click “Submit” or “Back to Report”

Step 3.5: Upload

attachment and enter

description, if applicable


LEAVE FEEDBACK

The restaurant has an opportunity to provide feedback for five (5) days after a work order

has been closed out by the vendor/service provider.

• Click on the “Leave Feedback” link on the Menu or the respective link on the Summary

to review these items

• Work orders will appear on this page to review once they have been closed out by the

provider/contractor

A summary of the

service request will

show here for

reference purposes


LEAVE FEEDBACK

Step 4: Click one of the “Submit Feedback” buttons to post this

information to the service request

You will receive confirmation immediately after clicking “Submit”. If unsatisfactory feedback is left, the vendor and Facilities will be notified immediately so they can take the appropriate action.

Step 2: Choose the most appropriate rating for the service performed

Step 1: Enter your full name

Step 3: Enter comments/supporting information regarding your choice in Step

2 (required if Unsatisfactory is chosen)


HOW TO CANCEL A REQUEST

If the need arises to CANCEL a service request, from the SUMMARY page follow the steps below. The restaurants are also directed to call the appropriate representative to cancel an emergency

request.

Step 1: Click “View Open

Tickets”

Step 2: Review

the report and

locate the request

to cancel

Step 3: Click the

“Notes” link


HOW TO CANCEL A REQUEST

The note will show immediately after clicking “Submit”. Click the appropriate link to continue.

Click “Add Note”

Step 3: Choose the Vendor to e-

mail the note to


Step 2: Enter note – be very

specific that you need the request

cancelled and why. If this request

is an EMERGENCY, also call the VENDOR to notify them

Step 4: Click “Submit”


HOW TO APPROVE INVOICES

You will first need to APPROVE or DECLINE any open invoices. Once APPROVED you will need to print them and process to your Accounting Department as normal.

Step 1: Click “Approve

Invoices” or one of the links on

the Summary Page

Step 2: Review the report and locate the

invoice you would like

to Approve or Reject

Step 3: Click

the “GO” link


HOW TO APPROVE INVOICES

The invoice status will change immediately after clicking “Submit”. Click the appropriate link to

continue.


Step 4: Enter Comment (if

necessary

Step 5: Click “Submit”

Step 2: Enter Approval/GL Code

(if needed and available)

Step 3: Select Approve or Reject


HOW TO PRINT INVOICES

Once the invoice(s) is APPROVED you will need to print them and process to your Accounting Department as normal.

Step 1: Click

“View Invoice

History” Step 2: Review the

report and locate

the invoice you

would like to print


HOW TO PRINT INVOICES

Once the invoice(s) is APPROVED you will need to print them and process to your Accounting Department as normal.

Step 1: Click “Print

Invoice”

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