Welcome! [learningcenter.dealertrack.com]learningcenter.dealertrack.com/Courses/10478/44668/84556/179309/5_16... · Open Repair Order 1. Search for customer. 2. Verify customer and

Revised: June 4, 2015

©2014 Dealertrack Technologies, Inc. All rights reserved. Do not reproduce or distribute without permission of Dealertrack Technologies, Inc

Welcome!Over the next few weeks, your dealership will be implementing the Dealertrack DMS as your new dealership management software. Learning a new software system can be demanding and stressful – especially if you’ve been using your legacy system for many years. Dealertrack is committed to help you through this transition. You have an expert Implementation Team to support and help you over the next few weeks and access to a knowledgeable technical services team after they leave. So sit back, ask questions, and see for yourself why the Dealertrack DMS is revolutionizing the industry!

Sincerely,

Dealertrack DMS Implementation Team

Using this WorkbookThis workbook is a resource to help you learn the Dealertrack DMS. It will be used in your formal classroom training and should be kept and referred to while you are working on the new system. To help ensure the success of your training, please keep in mind:

◊ Follow Along with the training. The following icons will be helpful for you:

○ Helpful Hints

○ Practice Exercise

◊ Keep this workbook handy! It contains valuable information on how to use the system.

◊ Write down your questions on the “Questions” page. Your Implementation Team is prepared to answer any question you may have.

◊ Sign and Submit your Training Acknowledgment Form once you feel comfortable performing each of the listed tasks. This tells the Implementation Team you’ve been trained and can perform your job duties on the new system and helps ensure success long after they leave.

Customer Support Center: 877-357-8725 Dealertrack ID:

Revised: June 4, 2015


Table of ContentsSign In to Dealertrack DMS .................................................................................................................................................. 1Service Screens Overview .................................................................................................................................................... 1

• Service Application Menu .............................................................................................................................................. 1• Work in Process Screen: Options and Functions .......................................................................................................... 2• Work in Process Screen: Appointments and Repair Orders .......................................................................................... 3

Repair Orders ....................................................................................................................................................................... 4• Repair Order Process .................................................................................................................................................... 4• Open Repair Order ........................................................................................................................................................ 5• Work with Repair Order ............................................................................................................................................... 12• Close Repair Order ...................................................................................................................................................... 18

Service Appointments ......................................................................................................................................................... 24• Open Appointment ....................................................................................................................................................... 24• Convert Appointment to Repair Order .......................................................................................................................... 28• Other Appointment Options .......................................................................................................................................... 29

Attendance (Time Clock) .................................................................................................................................................... 31• Clock In ........................................................................................................................................................................ 31• Clock Out .................................................................................................................................................................... 32• Record Vacation / PTO (Paid Time Off) ....................................................................................................................... 33• Review / Print Time Card ............................................................................................................................................. 34

DMS Online Support (Wiki) ................................................................................................................................................. 35• Access DMS Wiki ......................................................................................................................................................... 35• DMS Wiki Resources ................................................................................................................................................... 36

Notes and Questions .......................................................................................................................................................... 37Repair Order Shortcuts ...................................................................................................................................................... 41

Revised: June 4, 2015 Page 1 of 43


Sign In to Dealertrack DMSTwo logins are needed.

• Access Dealertrack DMS User ID: _________________________• Access Repair Orders Service Writer ID: _________________

Login through dealertrack.com using your User ID and temporary password. 1. Open your web browser and go to http://www.dealertrack.com.

2. In the upper right corner of the page, enter your Login ID and Password and select the Login button. Follow the prompts to create a more permanent password.

3. In the upper right corner of the main page, select DMS to launch DMS 2.0.

Service Screens OverviewService Application Menu

Page 2 of 43 Revised: June 4, 2015

©2014 Dealertrack Technologies, Inc. All rights reserved. Do not reproduce or distribute without permission of Dealertrack Technologies, Inc.

Work in Process Screen: Options and Functions• Main screen for working with Repair Orders.• To access, select Repair Orders from Service menu and enter Service Writer Password.

Many common tasks can be done right from this screen – no need to even enter the Repair Order! To view options, select the appointment or repair order.



Work in Process Screen: Appointments and Repair OrdersUse as an electronic Route Sheet (lists the status of each vehicle in shop).

Dealertrack DMS stores data forever. You can search for ANY repair order from this screen, whether it is open or closed!



Repair OrdersRepair Order Process

Open Repair Order

1. Search for customer.

2. Verify customer and vehicle information. Update odometer.

3. Add job lines. Print hard cards.

Work with Repair Order

4. Flag (book) technician time.

Close Repair Order

5. Pre-Invoice repair order.

6. Cashier repair order.



Open Repair Order1. From Service Department menu select Repair Orders. Enter Service Writer Password and select OK.

2. Select Add.

3. Search for customer using one of following methods.• Enter vehicle License plate number.• Enter customer’s Phone number without dashes, parenthesis, or spaces. Area code is recommended but not

required. Any phone number can be entered (home, work, cell, other).• Enter customer’s last Name, a comma, a space, then customer’s first name. Keep in mind alternate spellings.

Enter as much or as little of customer’s name as desired. • Enter last six digits of VIN in VIN6 field.• Enter vehicle Stock # for inventory vehicles. For example, if opening repair order for predelivery inspection. • Enter A/R Cust # or account number.



4. Select customer using one of the following methods.• If customer and vehicle listed, select dropdown next to vehicle, choose Select, then select OK. • If customer’s vehicle not listed, select dropdown next to customer’s name, choose Add Vehicle, then select

OK. Enter new vehicle VIN. • If customer and vehicle listed but another person brought in (for example, spouse or child), select dropdown

next to customer’s name, choose Add Driver, then select OK. Enter additional driver’s name and contact information.

• If customer and vehicle are not in database, select Add. Enter contact information then select OK. Select Function, choose Add Vehicle if VIN is known or choose Unassigned VIN if VIN is unknown, then select OK.

The Customer List is shared between Parts, Service, and Sales. Once a customer is entered in your database, you can access their information from any department! Each customer has just one record, reducing duplicate entries.



5. Select Function and use following options as needed.• Update Customer Information and name spelling. • Record Service Contract customer will use to pay for work.

If Service Contract purchased at your dealership, it will automatically be linked. No further steps are necessary!

• Update Vehicle Information. • View vehicle Service History at your dealership. • Select Unassigned VIN to open repair order for vehicle if VIN unknown at time of write-up. The VIN must be

entered before closing RO. 6. Update Odometer field.

7. Select Open RO.

8. Repair Order opens and Repair Order Number generates.



9. Enter labor operation code or select Function, then choose Select Labor Operation and choose labor operation from the list.

10. If prompted, enter Line Payment Method, then select OK. • C = Customer Pay• I = Internal (Dealership) Pay• S = Service Contract• W = Warranty

11. Service Type (department performing the work) displays on job line. To change, enter Service Type code in Op* column next to job.

• MR = Mechanical Repair• QL = Quick Lane• BS = Body Shop

12. Continue entering job lines as needed.

Multiple line payment methods and service types can be used on a single RO.



13. Select Print at bottom of screen to print hard cards.

14. Record Date Promised (date repairs will be complete).

15. Record Promised/Waiting time (time repairs will be complete). Enter time in military format without colon. If customer is waiting at dealership, remove time completely.

16. Enter key Tag Number assigned to the vehicle.

17. Modify Customer Printer ID and number of Copies for customer hard card, if needed.

18. Modify Technician Printer ID and number of Copies for technician hard card, if needed.

19. Modify Parts Printer ID and number of Copies for hard card for parts department (can use for Parts Picking), if needed. Modify if needed.

20. Select OK.

21. The Customer and/or Technician Hard Card will now print.

22. Dispatch Repair Order to Technician using regular process.



Customer Hard Card • Lists all scheduled job lines.• Give to Customer to make aware of work being done.• Signature line available.



Technician Hard Card (Technician Work Order) • Lists all scheduled job lines. • Give to technician.• Vehicle Service History can be included on this form.

Practice► Open a Repair Order for an existing customer to have their oil changed. ► Open a Repair Order for a new customer (Last name: Training, First Name: your name) and new vehicle

(VIN is unknown) to have their tires rotated. ► Search for yourself in the Customer Database (If you don’t find yourself, then add yourself). Then add a

second driver to your record (for example, a spouse or child). ► Recreate any Repair Orders you brought to the class for practice.



Work with Repair OrderSublet Entry

On Dealertrack DMS, service advisors can enter and manage their own sublets and purchase orders. Add sublets to individual job lines any time before closing repair order.

1. Display RO. Select job line and choose Enter/Change Sublet.

2. Select Add to enter new sublet.

3. Add Sublet Repairs using one of the following methods. • Create new purchase order. Select PO and create purchase order per Open Purchase Order for Sublet

instructions in following section.• Purchase order already created. Select Select Open PO and choose applicable purchase order from the Open

Purchase Orders list. Vendor, Cost, and PO Number transfer from purchase order. Retail amount calculates based on setups. Enter vendor’s Invoice number and update Status and Correction codes as needed.



• Purchase order not needed. If you are NOT going to associate a purchase order with the sublet work, enter Vendor, invoice Cost, and vendor’s Invoice number. Retail amount calculates based on setups. Update Status and Correction codes as needed.

4. Select OK.

5. Sublet Repairs list screen re-displays, listing sublet just entered. Select Add to enter additional sublets, or select OK then Cancel to return to Repair Order.

6. Repair Order re-displays. Note that sublet(s) vendor name, purchase order number, and retail amount are listed below job line. Continue processing repair order as usual.



Open Purchase Order for Sublet

1. Display RO. Select job line and choose Enter/Change Sublet.

2. Sublet Repairs screen displays, listing all sublets created for job line. Select Add or select dropdown next to existing sublet, choose Change, then select OK.

3. Select PO.

4. Enter Vendor Number or select Vendor Number, select dropdown next to vendor, choose Select, then select OK. Select OK to confirm. PO Number automatically generates after Vendor selected and confirmed.

5. Enter Invoice Number / Invoice Amount if vendor’s invoice already received.

6. Enter Quantity purchased.

7. Enter Amount of service.

8. Enter Description of service.

9. Select OK. Item detail falls into purchase order body. Continue itemizing.



10. When all items added, select Cancel to return to sublet.

11. Sublet displays and is linked to PO.• Vendor, Cost, PO Number, and Invoice number (if entered) transfer from PO.• Retail amount calculates based on markups in setup.

12. Update Status and Correction codes as needed. Select OK to save.

Flag (Book) Technician Time

1. Display Repair Order. Select job line and choose Enter Technician.



2. Leave Line Status at C if work complete. If work incomplete, change to I. If flagging multiple technicians, change to I then change back to C for final technician.

3. Select Technician and choose technician who performed work.

4. Enter or update flag time Hours. Hours may default based on setups.

5. Actual (punch time) time pulls automatically if using Tech Terminal for logging time. Update as needed.

6. Enter warranty Correction Code (Warranty Labor Op Code). Optional.

7. Enter technician story in Cause / Correction. If more space needed, select Extended Cause/Correction.

8. Select OK to save.

9. Repair Order re-displays and includes flagged technician time.



10. As needed, work with the flag time by selecting the job line and choosing from the menu.

11. Continue flagging time as needed. When all job lines completed, enter final odometer reading if prompted.

Practice► Sort Work in Process screen to show just your repair orders. ► Enter sublet for a $45.00 tow bill on existing repair order line ► Flag any technician for 0.50 hours on existing repair order line.



Close Repair OrderPre-invoice Repair Order

• Record final details, verify all job lines accurate and complete.• Review charges with customer prior to payment.

1. Display Repair Order

The tasks listed below can be performed at any time after opening the Repair Order.

2. Select Function and choose Discounts to enter discounts or coupons. Select applicable coupon or discount to apply. (Must have security to perform function.)

3. Enter Mnn, where nn is the line number to move part to different job line. Part moves as directed.

4. Select Function and choose Feedback to enter notes (observations, declined services, etc.). Text entered prints on invoice.

5. Select Function and choose Notify Customer to record date and notes from notification call. Select Send Text Message box to notify customer via text message.



6. Select Function and choose Display Totals to review charges.

7. Select Shop Supplies and enter dollar amount to override calculated shop supplies for each line payment method.

8. Select OK when done.

9. Select Print.

10. Update Printer ID and Copies as needed. Select OK.

11. Pre-invoice copy prints. Review charges with customer.



Repair Order Pre-Invoice FormStatus = Pre-invoice prior to customer payment.



Cashier Repair Order

Repair Orders can be cashiered from within the Repair Order or from the Cashier screen. The method to follow is based on your preference and dealership process. Both methods are demonstrated here.

From Within Repair Order1. Display Repair Order. Select Function and scroll down to choose Close and Print Invoice .

2. Display Totals screen displays. Review charges for final time then select OK.

From Cashier Screen1. On Service Department main menu select Cashier.

2. Select dropdown next to RO to close, choose Select, then select OK.



3. Select Payment Method, choose how customer is paying and select OK or enter associated code. Payment method and amount move to lines above. This allows splitting the payment methods, if needed.

• If credit card selected, enter Approval Number. • If check selected, enter Check Number.

4. When Amount field shows 0.00, select OK again to close repair order. (Based on setups, just customer-pay lines close and warranty-pay lines remain open until credit received.)

Need to look at the repair order? No need to navigate away. Just select Repair Order to display the Repair Order from within the Payments screen! Need to backdate the Repair Order close date? Just select Close Date and change to desired date!

4. Final copy of invoice prints.

Practice► Cashier any repair orders created during class.



Repair Order Final Invoice (Receipt)After customer paid: Status = Final, customer’s payment details listed.



Service AppointmentsOpen Appointment

1. From Service Department menu select Repair Orders. Enter Service Writer Password and select OK.

2. Select Add.

3. Search for customer using one of following methods.• Enter vehicle License plate number.• Enter customer’s Phone number without dashes, parenthesis, or spaces. Area code is recommended but not

required. Any phone number can be entered (home, work, cell, other).• Enter customer’s last Name, a comma, a space, then customer’s first name. Keep in mind alternate spellings.

Enter as much or as little of customer’s name as desired. • Enter last six digits of VIN in VIN6 field.• Enter vehicle Stock # for inventory vehicles. For example, if opening repair order for predelivery inspection. • Enter A/R Cust # or account number.

4. Select customer using one of the following methods.• If customer and vehicle listed, select dropdown next to vehicle, choose Select, then select OK. • If customer’s vehicle not listed, select dropdown next to customer’s name, choose Add Vehicle, then select

OK. Enter new vehicle VIN. • If customer and vehicle listed but another person brought in (for example, spouse or child), select dropdown

next to customer’s name, choose Add Driver, then select OK. Enter additional driver’s name and contact information.

• If customer and vehicle are not in database, select Add. Enter contact information then select OK. Select Function, choose Add Vehicle if VIN is known or choose Unassigned VIN if VIN is unknown, then select OK.



5. Select Appt.



6. Select Function, choose Select Labor Operation, then choose labor operation code or enter codes directly into Function box if known.

7. Select Cancel to schedule appointment.

8. Weekly Appointment Schedule screen may display (based on setups), listing the total Scheduled Hours and total Available Hours. Select Appointment Date then select OK.

9. Date pulls from Weekly Appointment Schedule. Adjust if needed.

10. Update Type if appointment is Body Shop or First Visit.

11. Enter Comments if needed. For example, May need a ride.

12. If customer needs Loaner vehicle, enter Y.

13. Choose appropriate appointment Time. • Appointment for your customer – Select dropdown next to time, choose Select, then select OK. • Appointment for another service writer’s customer – Select dropdown next to time, choose Assign, select OK,

choose service writer to assign to, select OK, then select OK again. • Appointment without time – Select Select w/o Time.



14. If Loaner selected, the Loaner screen displays. Select Date/Time Return and loaner vehicle to assign, then select OK to save.

15. Appointment now created.



Convert Appointment to Repair Order1. On Service Department menu select Repair Orders. Enter Service Writer Password.

2. Select Appointments.

3. Select appointment line and choose Change Appointment to Open Repair Order.

4. All open appointments and repair orders for customer display. Select dropdown next to appointment, choose Change Appointment to RO, then select OK.



5. Update Odometer and select Open RO.

6. Repair Order displays. Work with as usual.

Other Appointment OptionsAdditional options available by selecting appointment line on Work in Process screen.



View and Print Appointment ScheduleTo view Appointment Schedule, select Appointments on Work in Process screen.

Practice► Open appointment for existing customer for oil change. Appointment should be for tomorrow’s date at any

time. ► Open appointment for existing customer with a new vehicle (VIN is unknown) to have filter changed.

Appointment should be for this upcoming Friday at any time. ► Open appointment for a new customer (Last name: Training, First Name: your name) and new vehicle (VIN is

unknown) to have their tires rotated. Appointment should be for tomorrow’s date at any time. ► Print appointment schedule for remainder of week.► Preprint Technician Hard Cards for tomorrow.► Convert each appointment to a Repair Order.



Attendance (Time Clock)Attendance is an electronic time clock. When you arrive at work and log in to Dealertrack DMS, you can easily clock in. Before leaving for a break, lunch, or for the day, you can clock out. You can print your time card to review your hours.

Clock In1. Select Attendance from any application menu.

2. Attendance Entry password box displays. Enter your password and select OK.

3. Clock in using one of the following methods. • Select the line for your name, choose In, then select OK.• Enter I next to your name and select OK.

4. You are now clocked in. Note that your status displays as IN.



Clock Out 1. Select Attendance from any application menu.


3. Clock out using one of the following methods. • Select the line for your name, choose Out, then select OK. • Enter O next to your name and select OK.

4. Employee Check Out Status box displays. Select one of the following options. • Out for the Day. • Will return in 30 min – Used for breaks. Informational only. You will not be automatically clocked back in. • Will return in 1 Hour – Used for breaks. Informational only. You will not be automatically clocked back in. • Will Return At – Enter time you are returning. Informational only. You will not be automatically clocked back in. • Will Return in __ Min – Enter how many minutes you will be gone. Informational only. You will not be

automatically clocked back in.

5. Select OK. You are now logged out.



Record Vacation / PTO (Paid Time Off)1. Select Attendance from any application menu.


3. Select the line for your name, choose View Detail, then select OK.

4. Employee Correction box displays. Select Add.

5. Select Date In (starting date) of Vacation or PTO.

6. Select Date Out (ending date) of Vacation or PTO.

7. Select the Code based on the type of pay/time: Vacation, Holiday, or Personal.

8. Select OK to save.



Review / Print Time Card1. Select Attendance from any application menu.


3. Select dropdown next to your name, choose Print, then select OK.

4. Enter Report Start and Report End for punches you want to review.

5. Choose Detail Time Sheet and select OK.

6. Select OK and OK again to print or select Output Type and select Send to email the report.



DMS Online Support (Wiki)The DMS Online Support (Wiki) is a repository of DMS information. Here you will find User Guides, QuickStart Guides, Frequently Asked Questions, and more!

Access DMS WikiSelect Support from any DMS page.

Use your Dealertrack User ID and Password. Enterprise Code is NOT needed. Pop-ups must be enabled for the login box to display.



DMS Wiki ResourcesSelect Service Department in the left-side navigation panel to display the main Service Department page. From here you can access:

• User Guides – Matches menu options available in Dealertrack DMS. Select on any menu option for a description of each field, option, and function.

• QuickStart Guides – Walk through, step-by-step, common tasks performed in the system.• Frequently Asked Questions – Answers to our most common questions.



Notes and QuestionsJot down your questions about using Dealertrack DMS. Your trainer will answer these questions during class as time permits, but will also be prepared to help you outside of the formal classroom training window. Keep in mind that next week, an installer will be on site assigned specifically to your department to give you individualized attention. You can write down questions on this page for that installer as well!

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Notes and QuestionsJot down your questions about using Dealertrack DMS. Your trainer will answer these questions during class as time permits, but will also be prepared to help you outside of the formal classroom training window. Keep in mind that next week, an installer will be on site assigned specifically to your department to give you individualized attention. You can write down questions on this page for that installer as well!

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Repair Order Shortcuts Use these shortcuts on the Repair Order screen. Photocopy this page, cut out the table, and attach to your computer monitor for quick reference.

Repair Order FunctionsJob Lines

40 Select Op Code

42 Display Recommended Service

44 Change Internal Account

45 Change Line Payment Method

50 Print Customer Hard Card

51 Print Tech Hard Card

52 Print Cust & Tech Hard Card

55 Change Appointment to RO

65 Display Line Totals

Customer/Vehicle

81 Display Customer Vehicle Info

83 Review Vehicle Service History

84 Display Customer Phone List

Charges

41 Apply Discounts

43 Apply Paint and Materials Charge

60 Display Totals

67 Exclude Shop Supplies

68 Override Deductible

71 Apply Service Fees

Pre-invoice & Close

46 Flag Tech/Display Tech Time

56 Change Mileage

75 Enter Feedback for Customer

76 Notify Customer (Text or Call)

77 Display Gross Profit

80 Print Pre-invoice

85 Unlock RO for Changes

88 Select Pre-invoice

90 Close and Print Invoice

95 Display G/L Transactions

Parts

61 Review Special Orders

63 Review SOs by Part #

64 Review SOs by Customer

99 Enter Parts Counter Ticket

Misc.

57 Enter Customer’s Incoming PO #

70 Open Additional RO

74 Add/Change Promo Messages

82 Change Service Writer

X Explode all RO Lines

Dealertrack Tech Support877.357.8725

www.dealertrack.com/dmswiki

Repair Order Options1 Flag Technician

2 Change Tech Time & Story

3 Change Estimate

4 Delete Line

5 Change Labor Op Description

46 Tech Actual Time - Add/Change

50 Sublet - Enter/Change

68 Override Deductible

69 Override Dispatching

SC Set Line Status to Complete

SI Set Line Status to Incomplete

F Mark Failed Part

TL Tax Labor On/Off

Px Policy Adjustment - Code x

Mn Move part to line n

C Set Ln Pymt Meth to Cust Pay

W Set Ln Pymt Meth to Warranty

I Set Ln Pymt Meth to Internal

S Set Ln Pymt Meth to Serv Con

MR Set Service Type to Mech Rep

BS Set Service Type to Bdy Shop

QL Set Service Type to Qck Ln

Zn Set Service Type to n

R Resume Work

71 Service Fees

Dealertrack Tech Support877.357.8725

www.dealertrack.com/dmswiki






Week 1 Training Acknowledgment – Service Writers

Please confirm you feel confident completing each task listed below by initialing on the provided line. When ready, photocopy this page and return it to your Week 1 Installer.

Name: ___________________________________________ Date: __________________________

Initials Task Description

______ I can log into the Dealertrack DMS. I know my Dealertrack DMS User ID and Password.

______ I can work with simple Repair Orders on the Dealertrack DMS. This includes:1. Searching for the customer. (Page 5.)

2. Verifying the customer and vehicle information. (Page 6.)

3. Adding job lines to the Repair Order. (Page 8.)

4. Printing the applicable hard cards. (Page 9.)

5. Flagging the technician time. (Page 15.)

6. Pre-invoicing the Repair Order. (Page 18.)

7. Cashiering the Repair Order. (Page 21.)

______ N/A I can work with Appointments on the Dealertrack DMS. This includes: searching for the customer, adding job lines, selecting the appointment date and time, and converting the appointment to a repair order. (Page 24.)

______ N/A I can sign into Attendance and clock in and out. (Page 31.)

______ I can sign into the DMS Support Wiki and find the main Service Department Resources page. (Page 35.)

Documents

Welcome! [learningcenter.dealertrack.com]learningcenter.dealertrack.com/Courses/10478/44668/84556/179309/5_16... · Open Repair Order 1. Search for customer. 2. Verify customer and