Concern catalog provides a decision tree data model supporting decision making. It has been designed for vehicle service to effectively guide potential user to indicate and report the failure. From quite generic observations trough set of questions down to specific problem, using descriptive hierarchy nodes, user is able to identify and pick a complaint. Along with a concrete complaint, a concern code is selected, which, with its description serves as a base for job creation in Service Order. Using a flexible lean condition engine, packages or additional attributes can be assigned to a concern code.

Functional details

In Mobile Service Advisor Concern Catalog can be used in two ways:

Separate screen in the guided procedure

A screen with screen type DECTRE must be assigned in the customizing of the visit scenarios

Concern Catalog as a screen in Guided Procedure

Pop-over available on the Navigation Sidebar

To enable Concern Catalog as a pop-over, parameter ENABLE_DEC_TREE_JOB must be set to true.

Concern Catalog as Pop Over

Although there is no technical limitation, it is highly recommended to use only one of the approaches.

Both screens offer the same functionality. Tile sequence follows the sequence of the hierarchy defined in the backend.

Navigation trough the hierarchy nodes

When navigating through the hierarchy nodes following actions are available:

1 – Navigates to the previous node

2 – Navigates back to the root node, when pressed on the root node closes the pop-over

3 – Drills down into the next level of the hierarchy

5 – Question / Inquiry defined for hierarchy node (parameter TEXT_ID_CC_NODE_TEXT needs to be set for the text to be transferred to the screen)

When the path is completed – last hierarchy node with Concern Code has been reached following options are shown to the user:

Job Creation out of Concern Code

1 – Navigates to the previous node

2 - Navigates back to the root node

3 – Creates a Job out of Concern Code and returns to the root node

4 – Job description used to create a job

5 – Job long text

6 – Initiates devices photo camera. Photo documentation can be attached to a job

Functional aspects:

Job can be only created out of concern code. User needs to complete the path of a decision tree to be able to create a job within service order.
Error will be raised by application when user tries to complete a path without at least one concern code attached.
It is possible to attach more than one package to a concern code. Please bear in mind complexity of the data model if attempting to assign multiple attributes to a concern code.
Job description is built by joining individual hierarchy node descriptions that led to the selected concern code

Functional details

Concern Catalog as a screen in Guided Procedure

Concern Catalog as Pop Over

Navigation - Hierarchy nodes

Job Creation out of Concern Code

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