In this chapter the proces of scheduling an appointment by a customer will be presented step by step.

The following parts will be described:

Vehicle data

First step for the appointment scheduling is to enter vehicle data.

If the customer has an user account – vehicle data can be loaded based on selected vehicle.

OAS - Vehicle data

Service

Next step is to choose the needed services. This functionality allows the user to choose the jobs defined in the job catalog on the backend.

Screen contains following areas:

Select scheduled maintenance

OAS - Select scheduled maintenance

List of individual services (based on job catalog defined in back-end):

OAS - Individual services

Select code from decision tree

Decision tree (1)

Example selection (step by step/ question by question):

Decision tree (2)

Final selected item is saved at the bottom, can be deactivated anytime.

Decision tree (3)

Long text can be added as description to each selected demand.

It possible to add remarks on demand level what allows customers to post a note to a single demand. It is perfect solution for customers who are not sure about kind of car’s failure details and for those who want to write something additional about damage/ fault.

OAS- Add remarks button

OAS- long text field

Location

Next functionality and the step in the process is the location selection. This can be done in two ways:

Workshop can be selected from the list

Select location (1)

In case it is possible to select multiple workshops, user can use the button “select all”.

Select workshop - select all

Workshop can be selected from the map

Select location (2)

Date

The following functionality is searching for available appointments.
User can select the preferred date, service advisor, time ranges, and other wishes, like the request for calling back.

After that, the system runs the planning engine and checks for the availability of requited resources.

A list of possible appointments is presented as tiles.

Screen contains following areas:

Select type of drop-off / pick up

OAS - Drop-off type

Drop-off/pick up parameters are now dynamically handled and displayed in the proper section based on the configuration. Additionally, the “TimeSlot” field is applied dynamically for all planning-relevant parameters. The new field “Sequence” is used to determine the order of parameters in drop-off/pick up sections.

OAS- Parameters, TimeSlot and Sequence

OAS- Data, TimeSlots

Select preferred service advisor

If either the «Meeting with service advisor » or « Pick-up with service advisor » or both parameters are selected, the user can choose their preferred service advisor from the drop-down list.

For the recurring customer, the preferred service advisor would be prefilled based on the allocated service advisor of their previous appointment and can be changed.

The preferred service advisor would be saved in the OAS user’s parameters to be populated automatically with their subsequent upcoming appointments and can be overwritten by the customer at any time.

The SRS configuration- general parameters determine the preferred service advisor resource role.

The check box for "relevant for Service Advisor" must be selected via t-code /DBME/WMA_LCM_PARAMT-Additional parameter determination to populate the preferred service advisor option with the corresponding OAS parameter.

If the customer’s preferred service advisor is no longer available (resigned, moved to a different workshop …etc.), it will be blanked out, and the customer must choose a new preferred one.

The preferred service advisor would be allocated to the customer’s appointment (SRS order).

The VSS order generated from the SRS order would be created with the same preferred service advisor; if the SRS resource ID is the same as the HR personnel number, in case they are different, then BADI(/DBME/WD8_WP2DBM) should be implemented to map the SRS resource ID to the HR personnel number.

Note

The allocation level for demand types assigned to the corresponding service advisor parameters (e.g., SAD1, SAD2) must be configured as a single resource.

Select preferred date and time

OAS - Select date

OAS - Find appointments

Note:

In case of appointment scheduling without allocation of resources (No Planning) we can specify:

The resolution per Workshop,
The resolution per the whole SRS (globally)

Backend - No planning

We maintain the value here (master data)

Backend - No planning 2

If we do not maintain the value, then the resolution is 60 min by default.

Determination of the value set of the dropdown

We specify the Working Model on the Workshop level:

Backend - No planning 3

Then, out of the SRS Working Model, the possible proposed visit times are determined.

Features implemented:

If the date is a current date, then the times proposed are generated since current time (no visit possible in the past),
The working hours from the working model are considered,
The holidays from the factory calendar are considered,
The days-off (Saturdays, Sundays) from the working model are considered,
The new BADI for the determination of holidays is considered,
The working model breaks are considered.

Examples:

Executed for KAM_D1 on 2019.10.22 – we get the values starting from 13:00 (it is now 11:54, but there is a break 12:00 – 13:00), every 30 min, because the resolution 30 min is configured for KAM_D1,
Executed for KAM_D1 on 2019.10.23 – nothing is returned, there is a Proaxia Day on 2019.10.23 (determined using a BADI),
Executed for KAM_D1 on 2019.10.24 – we get the values starting from 08:00, every 30 min, considering a break 12:00 – 13:00,
Executed for KAM_D1 on 2019.10.26 – nothing is returned, Saturday is a day-off, according to the Working Model KAM_STD_WK,

Backend - No planning 4

No planning - Demonstration

Free days like weekends from working plan or holidays from general calendar are presented with no available hours:

No planning - Holidays

Customer data

Next step for the user is to enter end-customer data.
In case the user has created the account before, the customer data will be filled automatically.

OAS - Customer data

Under other wishes it is possible to add options like SMS reminder or SMS confirmation.

There is also a possibility to select a location from the map- reverse geocoding (OAS).

A user has now the possibility to select his location from the map. The address data, determined based on the latitude and longitude of the point selected on the map, will be automatically filled in the form.

This new feature is disabled by default and it can be enabled in the file extension.js by setting the following property to true.

Confirmation

Last screen in the appointment scheduling flow is the confirmation screen.

You can see here:

Your data – End-customer data
Your services – Selected services that will be performed in the workshop. Long texts can be edited.
Your vehicle – Vehicle data
Your appointment – Date and location of selected appointment

Additionally the agreements can be selected/ if mandatory then have to be selected.

It is possible to open an URL (link) to general terms and conditions (freely defined by customer).

OAS – Confirmation

Additional remarks to the service, which will be stored as notes attached to the order:

OAS - Additional remarks

Notes entered in this text field will be saved within SRS Order as “customer notes”.

It is possible to add attachments like scan of vehicle documents, picture of damage on the car etc.

Maximum size of all attached files cannot exceed 15MB.

OAS - Attachments

Last step is to confirm the appointment.

New screen with final confirmation will appear:

OAS - Final confirmation

Summary

Summary grows with every step

OAS - Summary (1)

OAS - Summary (2)

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