Check-in
Servo includes a built-in check-in interface which can be used to allow your customers to create service orders, check the warranty status of their device or check the status of existing service orders. This interface can also be used as a streamlined check-in interface by your staff.
The interface is optimized for both desktop and mobile terminals.
The check-in system has two basic modes of operation:
- As a completely public self-service system for customers. This mode is enabled by visiting /checkin from a browser window that is not currently logged in to Servo. (sc "public mode")
- As a simplified check-in interface for your staff. This mode can be accessed by visiting /checkin while being logged in to Servo ("private mode")
System Requirements
To use the check-in interface the user's browser must have JavaScript enabled and must allow cookies. All modern browsers are supported.
Getting started
To use the check-in interface, some preliminary steps need to be taken:
- Make sure you have filled out your Terms of Service in System Settings
- Create a new user to be used as the default user in the check-in system. Assign this user to the locations which you'd like to provide online check-in.
- Create a group for other users you would like to have access to the check-in interface. Members of this group will be available as choices in the user-dropdown menu in private mode.
- Create a queue into which orders from the check-in system should be assigned.
- Optionally, create a descriptive initial status for the queue (e.g. "Checked in") and set that as the default status for new orders.
- Optionally, create a checklist that you would like to run on every check-in order. The tasks should be written as a series of yes/no questions that will be presented to the user. Use the Description-field in the task list to provide a helpful explanation of the question.
- Activate the newly created configurations under System Settings > Check-in
The public check-in procedure
When using the system to create an order, the user can either use the serial number or IMEI code of their device or select a device type from a pre-determined list which includes all Apple's major product lines with some additional general-purpose categories.
In the next step the user can specify further details about their device as well as upload a proof of purchase. None of the fields are mandatory.
After filling out the device details, the user is prompted for a description of the problem. The minimum length is 10 characters. Addional documents (like the EUCL) can also be attached in this step.
If you have configured any checklist steps for your check-in procedure, those will be presented next.
In the last step the user is prompted for their contact information. All the fields in this form, except company name are mandatory. Note that the Submit-button is only enabled after the user has agreed to the terms of service you have specified in configuration step 1.
Finally, the user is presented with the option to print out the confirmation for their service order. A timer will automatically reset the check-in session after 20 seconds. This is done to ensure that customer data is not shared on a public terminal.
The private check-in procedure
The procedure is identical to the public version, except that the user also has the possibility to select the current service location and user account. The latter is particularly useful in situations where the same check-in terminal is shared between several of you staff members.
Checking the status
Users can check the status of a given service order by entering it's 8-digit service order number in the text field. This presents the current status of the order along with an explanation which is taken from the status description field.