Keep your customers informed and reduce the number of calls and inquiries you receive about status updates with our automated work order messages. To get started today, follow the steps listed below. 

1. Enable Data feed in EQUIP 
   1. Go to Support, Equip Utilities, and System Configuration. 
   2. Enable ExpertConnect... Change to Y
2. Set up locations in ExpertConnect
   1. Go to Work Order Notifications in the Manage tab. 
      1. Select “New Location”. NOTE – You may see locations already present on the page. After you enable the data feed, if we will identify known location IDs, then we offer these up as way to expedite the process. 
      2. Fill in the following information:  
         1. Name – Name of Location 
         2. Location ID - 6-digit John Deere Location ID 
         3. Team for Work Orders – Select the ExpertConnect team and it's corresponding phone number which you want these automated notifications to come from. 
         4. Create Tickets for New Work Orders – If enabled then a ticket will be created every time a new work order is created.
         5. Enable automated messages by default – If enabled then the messages you set up for status changes will automatically go out. If disabled, then you would need to enable this functionality on a per ticket basis.  
         6. Work Order Types to Include – Select the work order types/segments that the system will recognize.
3. Create Messaging Templates  
   1. Go to the Templates section.  
   2. Select “New Template”
   3. Fill in the following information:  
      1. Title – Usually this will be the status of the Work Order you will be sending a notification for (IE: Booked In, Work Commenced, T-Complete, etc.) 
      2. Message Template – Enter the message you want your customers to receive. We offer parameters that can be included in these messages which will pull in information dynamically such as Customer.Name, Team.Name, Work Order.Number, Company.Name, and more.
      3. 
4. Set up Messaging Rules 
   1. Go to Messaging Rules Tab.  
   2. Select “Add New Rule”
   3. Fill in the following information:  
      1. Service Delivery Status – This will be the work order status that will trigger a message to be sent.  
      2. Template – This will be the template that will be sent when a work order moves to the status you specify. 
      3. Delay - Allows you to delay the message from being sent out for a specified amount of time.  
5. Opt-out – Allows you to manually enter a customer’s phone number who does not want to receive automated work order messages. This will NOT opt them out of all messages, only work order notifications. This will also work on a go-forward basis so if there's an existing work order/ticket then that customer will still receive messages for that particular one unless you go into the specific ticket and turn off notifications.

 

 

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