User Guide

November 2023

Introduction

Geotab Authorized Installers use the Partner Community site to manage Work Orders (WO) assigned to them by Geotab. This document provides an introduction to the Partner Community and how to use it.

To access the Partner Community, visit the Salesforce portal. Login with your Username (email address) and Password.

All Partner Community credentials for Authorized Installers are created by the Geotab Field Services team. If you need more information or have any questions about accessing the Partner Community, contact fieldservicecoordinators@geotab.com.

Home page overview

When you log into the Partner Community, you are landed directly on the Home page.

This page gives you access to the following:

1. Installation Documentation – Brings you to the Geotab Support webpage, where you can find all the installation documents and installation guides.
2. Installed Vehicle Search – Allows you to search for any installed vehicle that you have completed. You can search by Serial Number, Vehicle name or VIN. This function is also available from the Work Order page.
3. Pending Work Orders – Directs you to the page with Work Orders (WO) that you have not accepted yet. Pending WOs are also displayed on the Home page.
4. In Progress Work Orders – Directs you to the page with WOs that are in Accepted, Customer Contacted, Scheduled, or In Progress status.
5. Completed Work Orders – Directs you to the page with WOs that are in Completed, Canceled, Invoiced, or Paid status.
6. Invoices – Displays all your invoices.
7. The side menu icon in the toolbar displays all Partner Community pages and allows you to navigate between the pages.

1. Reports – Displays reports that are Recent, Created by Me, Private Reports, and All Reports.

Pending Work Orders

Accepting and rejecting a Work Order

When a Work Order (WO) is assigned, you will receive an email notification with the job information. You can see the pending work orders by navigating to the Home page or by clicking on Pending Work Orders.

! IMPORTANT: You have 24 working hours to accept a WO. If a WO is not accepted within 24 hours, Geotab considers the job unacceptable and the WO will be removed from your Partner Community. It will then be assigned to another Installer.

To accept or reject the WO, click the Work Order Number and review the WO details. Then click the Accept Work or Reject Work button.

If the WO is accepted, it is moved from the Pending Work Orders page to the In Progress page.

If the WO is rejected, you are required to provide a reason for the rejection. The WO is then removed from your Partner Community.

In Progress Work Orders

Click the In Progress Work Orders tab to open the page with the list of all Work Orders (WO) that have not been completed yet.

The Installed Vehicle Search button allows you to search for any installed vehicle that you have completed. You can search by Serial Number, Vehicle name, or VIN. For more information, see the Installed Vehicle Search section.

Work Order details

To see the WO details, click the desired Work Order Number. Under the Details tab, view all necessary information about the WO.

Address

This section of the Details tab displays the following:

1. Customer Account Name – Indicates the Customer account name for the Work Order.
2. Word Order Number – Indicates the unique Work Order Number.
3. Customer Contact – Displays the name of the Customer contact.
4. Status – Indicates the Work Order status.
5. Contact Phone – Displays the Customer contact’s phone number.
6. Address – Indicates the shipping address.
7. Contact Email – Displays the Customer contact’s email address.
8. Shipping Date – Indicates the shipping date for the Work Order.
9. Vehicle Availability Window – Indicates Customer or vehicle availability to schedule an appointment.
10. Tracking Number – Displays the tracking number for the Work Order.

Assignment & Key Dates

This section of the Details tab displays the following:

1. FS Coordinator –Displays the name of the Field Services Coordinator.
2. FS Coordinator Email – Displays the Field Services Coordinator’s email address.

3. ✱ NOTE: Any questions about the assigned WO should be directed to this person.

3. Date Assigned – Displays the date when the WO was assigned to your company.
4. Date Accepted – Displays the date when you accepted the WO.
5. Contact Customer By - Displays the date Geotab expects you to contact the Customer.

! IMPORTANT: Contact the Customer within three business days from when the WO is accepted. If the Customer is not contacted and this date field is not updated, you and FS Coordinator will receive a notification.

1. Date of First Contact – Displays the date you contacted the Customer.

2. ✱ NOTE: This date is set automatically according to the appointment entry you create in the Appointment section.

2. Installation Comments – displays important information related to installations, vehicles, and the Customer.
3. Case – Displays the Geotab Support case / ticket number associated with this installation.
4. PO Number – Displays the Customer PO number associated with ordering this installation.
5. Contact Details from MyAdmin – Displays additional information about the Customer.

Sales Order Details

Click the Sales Order Details tab to view order details such as hardware or harness information.

Click the View All button to open the Sales Order Details in a more readable format.

Vehicle Details

Click the Vehicle Details tab to see the list of vehicles the Customer wants the installation services to be performed on.

Click the View All button to open all vehicle details in a more readable format.

Work Order Lines

The Work Order Lines (WOLI) section of the WO allows you to access and update the details of installation services.

Click the View All button to open the WOLI details.

Updating WOLI

All Authorized Installers should use the full version of MyInstall (not MyInstall Public) to perform installation checks. Using MyInstall and selecting the appropriate Work Order transfers the installation information to the Partner Community. WOLI is then populated automatically with the vehicle information captured in MyInstall.

To access MyInstall, click here. Use the MyInstall User Guide for more information on how to use MyInstall.

In exceptional cases when MyInstall cannot be used to perform installation checks or if there are system issues and MyInstall results cannot be submitted to Partner Community, Installer Administrators can update Work Order Line Items (WOLIs) manually. For more information on the WO and WOLI update process, refer to the Work Order Update Installer Partner Community User Guide.

! IMPORTANT: WOLIs can be modified manually until the WOLI status is changed to Invoiced or Paid.

Appointments

When a WO is accepted, the Installer should contact the Customer within three business days to schedule installations. The Installer has to update the WO with the contact and scheduling information. If this is not done, an email notification is sent to the installation company and Geotab.

Customer Contacted

When the Customer is contacted, but the installation is not scheduled, navigate to the Appointment section and create a New Appointment with the Subject as Customer Contacted.

Update the Start Date to the date the Customer was contacted. The End Date is then updated automatically to display an hour after the Start Date. Add any relevant information to the Description field. Click Next and then Done.

✱ NOTE: The WO Status will automatically be changed to Customer Contacted, and the Date of First Contact will be updated to the date the record was created.

Service Scheduled

When you schedule an installation appointment with the Customer, navigate to the Appointment section and create a New Appointment with the Subject as Service Scheduled.

Update the Start Date to the date when the installation is scheduled. The End Date is then updated automatically to display an hour after the Start Date. Enter the Amount of Vehicles Scheduled and installation Location. Add any relevant information to the Description field. Click Next and then Done.

✱ NOTE:The WO Status will automatically be changed to Scheduled. The Date of First Contact will be updated to the date the record was created, if it did not have a date before.

! IMPORTANT: If the installation appointment was scheduled when the Customer was first contacted, you are not required to create both the Customer Contacted and Service Scheduled records. You can choose to create the Service Scheduled record only.

All created appointments are recorded in the Activity History section of the Appointment tab.

Invoices

The Invoices function in the Partner Community allows you to create and submit your invoices for completed installation services.

To learn more about the invoicing process in the Community, go to Installer Partner Community - Invoicing document.

✱ NOTE: Invoices can also be accessed from the Home page.

Chatter

Salesforce Chatter is a collaborative social network for users that have access to Salesforce and Partner Community. Use Chatter to communicate with a Field Services team member.

Three groups of users have access to Work Orders: Geotab Field Services Coordinators, Installers, and Partners. Field Services Coordinators can view all Work Orders, Installers can view Work Orders assigned to them, and Partners can view Work Orders created by them.

! IMPORTANT: When you post messages to Chatter, be aware that these messages are visible to all three groups of users.

Using Chatter

Installed Vehicle Search

To search for installed vehicle information, use the Installed Vehicle Search button. This function allows you to search for a vehicle by Serial Number, Vehicle, name or VIN.

Reports

To create reports that include Work Order and vehicle information, use the Reports function. You can access Reports by clicking the side menu icon displayed in the Home page toolbar.

To learn how to create reports in the Partner Community, refer to the Installer Partner Community - Creating Reports document.