New iKNow 4.
0
iKNow Home - Resources and features in one location
Tabbed Resources
iKNow Home accessible from ISIS left menu
iKNow Home
•My Cases / Case Results
•Case Filtering
•Key Metrics
•News
iKNow Search
•My Bookmarks
•iKNow Knowledge Base
Search
What’s New
•20 Newest Knowledge
Documents
•Top 20 Documents
•Browse by Category
•Browse all documents
My Profile
•Personal Contact Information
/ Language Profile
•Notification Event Contact
Email or SMS address
•Notification Events
New iKNow 4.0
Case Filtering / Results (Formerly My Cases)
Case Filtering
Filter Case Files by Case File
Types:
Tech Services – Technical
Repair and Diagnostics
iApprove –Diagnostics and
warranty pre- approval
Customer Service- At risk
customers – cases assigned to
Service Manager NEW!
Parts Inquiry- Technical Parts
Support submitted through
parts catalog
EZ-Tech – EZ-Tech and
Software Support
Managed Repair- Formerly
“Uptime” Case Files
Status – Open and /or Closed
Case Files
List Type – My Cases or My
Dealers Cases
Dealer Name- Other Dealers if
you are assigned to more than
one primary dealer.
New iKNow 4.0
Case Results (Formerly My Cases)
•Double Click the record to view the Case File Case File Color Coding Key
•Case File will open as a Tab in iKNow Home Action Required Note From Tech Services
Case Requires Action from Tech Service has updated the
•Click on column header to sort records Technician case file with a not or details
•Enter a case file number in “Find a Record” to open that iKNow Document Attached Request For Closure
specific record
Tech Service has attached an Tech Service has requested that
iKNow document to the case file you agree to the case file
for your viewing resolution for closing
New iKNow 4.0
Key Metric and News
Key Metrics News
•Metrics for case file management •New information related to iKNow
•Colors change based on preset thresholds •New Information related to Technical or Parts
•Yellow = Warning •SupportTechnical Service Hours of operation
•Red = Needs attention immediately •iKNow System Status
New iKNow 4.0
iKNow Search
My Bookmarks
•Bookmark favorite iKNow Documents
for easy access
•From the iKNow document you want to
Bookmark click the Bookmark Button
•Bookmarks are saved by your User ID
•Click the document title to view the
bookmarked iKNow Document
•Select the bookmarks you want to
delete and click the delete button
New iKNow 4.0
iKNow Search Continued
iKNow Open Search – Not VIN
Filtered
Same search as before with
refreshed look.
New iKNow 4.0
iKNow Search from Vehicle Information
iKNow Open Search – VIN After Searching Click on Submit
Filtered Case to submit a case file to
Technical Service
Same search as before with
refreshed look.
New iKNow 4.0
New Case Submission Form
New iKNow Case
Submission Form
•Prompts for further details and
diagnostics based on selected
system
•Allows you to choose your
other dealer locations
•More required fields so that we
can get constant information
from the technician.
New iKNow 4.0
New Case Submission Form Continued
New iKNow Case
Submission Form
•Provide a detailed
description of the issue.
Include customer complaint
•Have any Parts been
replaced
•Issue Frequency
•Provide Diagnostic Trouble
Code Present and select the
controller
•Any other communication
with Technical Service
•Provide case number if
applicable
New iKNow 4.0
New Case Submission Form Continued
New iKNow Case
Submission Form
•Provide any steps or
diagnostics already
performed
•Attach Service Assistant
Snap Shots, photos or other
relate information
•Case Submit Button
Case Submit
Confirmation
•After clicking the Submit
button you will have a pop
up confirmation.
•This will provide a case file
number.
•Group assignment
•After hours notice or
calculated response time
New iKNow 4.0
New Case File
New Case File
Case Information
Provides details about the
case file
Vehicle Details
Provides details about the
vehicle
Dealers Information
Provides Dealer and
assigned technician
information
Allows you to reassign to
another technician at your
dealership and choose an
alternate phone number
New iKNow 4.0
New Case File Continued
New Case File
Issue Information
Provides Select System
Issue (Major System)
Description of Issue
Steps Taken
Notes
Two way communication with
Technical Service
Double Click on notes to
expand the note and reply
Send Tech service an update
or Note
Color Coded Actions
Request Case Closure
Attachments
Case Submission Form is
attached as completed
double click to view (can not
be updated)
Browse to add addition
Attachments
Print the Case File
New iKNow 4.0
Notes Color Coding
This will prompt the dealer to either except the resolution or reject it with opportunity to provide
Request for closure
feedback in that response.
Request Closure
Tech Services Action Tech Service request to the Technician for more information. If you need more information, diagnostics
Request performed or other details use this Action indicating an immediate action is required.
Action Requested
Note from Tech
Tech Service message to the dealer that does not need a immediate response use this action. Items
Services to
like additional information relating to the case or suggested tools are a good use of this action.
Technician
New Note
An iKNow Document Tech Service attached an iKNow document in the notes section for the Technician's review. This may
is attached. include notes or an action. Double click the note and the document will open
Document
Indicates the
Technician
has viewed or Changes colors when a technician double clicks a note or replaies to a note
replied to an
note
Viewed Action
New iKNow 4.0
Additional Information
Additional Information
Additional features and updates will be implemented soon
If you are having issues with the latest version of iKNow please call Technical Service
at 1-800-336-4500 option 4 or use ISIS Feedback.
We will update this presentation when addition updates are installed.
