SUPPORT FOR DIGITAL MARKETING SOLUTIONS

GETTING STARTED GUIDE

SERVICE CONNECT

TABLE OF

CONTENTS

GETTING STARTED WITH SERVICE CONNECT

03Start with Dealer Command Center

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04Using Service Connect

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07Configuration

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05Need Assistance?

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3

Service Connect is easy to access through

Dealer Command Center.

To get started, follow these steps:

1. Log in to Dealer Command Center.

2. Click the Service Connect icon in the upper right corner.

3. Click “Need Assistance” and follow the prompts.

GETTING STARTED WITH SERVICE CONNECT

START WITH

DEALER COMMAND CENTER

4

GETTING STARTED WITH SERVICE CONNECT

USING

SERVICE CONNECTThe first time that you access Service Connect, your location

should prepopulate, but you will be asked for your Name,

Work Phone, Email and Job Title before you continue.

Once you have completed this form, an email will be sent to the

address specified with a validation code. The validation code

must be entered into Service Connect to proceed.

Once the validation code has been accepted, you will see the

main Service Connect landing page.

From the main page, you can search Online Help articles for

answers, start the guided process to get help, and see/work

with your open cases with your website support team.

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5

GETTING STARTED WITH SERVICE CONNECT

NEED

ASSISTANCE?The “Need Assistance?” button is where to start with questions

or concerns that your users are having.

Clicking Need Assistance? takes you to the “How many people are

affected?” screen where we ask how many people are affected by the

issue that you are experiencing.

Service Connect guides you to select Area of Impact.

The icons that show on this screen are customizable by function and

minimizing these buttons simplifies your options, but there is always

the Show All button at the bottom to bring in all the applications.

Once you have made your Area of Impact selection, you will be

asked subsequent questions to narrow down your issue.

Finally, you will be asked for some very specific details that will

be recorded in your support case, should one be necessary.

You can see the bread crumbs at the top of this screen, showing

you where you are in the process.

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GETTING STARTED WITH SERVICE CONNECT

NEED

ASSISTANCE?(CONTINUED)

Enter the required information in the more information section.

Complete as much detail as possible, taking specific care with the Case Title field,

as this is the field used to perform an Online Help and Knowledge Base search on

the following screen. You can add file attachments (screen shots, reports, scans,

etc.) up to 10 MB.

Once you click Next, a Knowledge Base search is performed, based on what

options you chose to get you to this point and the key words used in the Case Title.

Two types of information are returned by a Knowledge Search:

1. Featured Articles include content that is most relevant to your issue.

2. Online Help articles are retrieved based on a keyword

search from your case/topic title.

If any of these articles answer your questions, you’re done!

If none, you can hit the Next button where you can send your question

to CDK Technical Support.

7

GETTING STARTED WITH SERVICE CONNECT

At the bottom of the side panel, there are several icons

that you will see, depending on your configuration:

Case Search

Admin users click here to see/search all cases.

Basic users will only see their own cases.

• Search by status and date range

• Create a report of all cases that you have with CDK support

My Settings

This icon controls your user level settings.

• Add/change phone numbers or email addresses

• Select which applications you see when you first

start to request assistance

• See your CMF# or web ID

• Register for Service Connect Mobile

CONFIGURATION

8

GETTING STARTED WITH SERVICE CONNECT

The Service Connect mobile app provides a quick and easy

way to view and update existing cases when you are busy

and on the run. Simply download the CDK Service Connect app

from iTunes or the Google Play store.

Follow these steps to sign up through My Settings:

1. Go to Dealer Command Center and log in.

2. Click the Service Connect icon in the top right corner.

3. Click the My Settings icon ( ) at the bottom of the

Service Connect pane.

4. Click the Service Connect Anywhere button.

5. Enter a new password and confirm.

6. Download the CDK Service Connect app from iTunes or the

Google Play store. Use the email and password from step 5 to log in.

STEP 3:

STEP 4:

STEP 5:

CONFIGURATION

FOR MOBILE

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