FSMA: Calling Into Technical Help Desk

Topic

This process is completed by Field Service and Service Partners using the Field Service Mobile App (FSMA).

 

This article reviews the steps to call into the Daktronics Technical Support Helpdesk.

 

This knowledge base article guides technicians on identifying the critical number and locating it within the service appointment to efficiently contact the help desk.

 

The Case# for the Service Appointment is a new identifier that technicians will enter into the keypad to accurately determine who is calling and from where. This ensures your call is routed correctly while minimizing manual data entry at the start of the call.

Environment

  • Product: Mobile Device
  • Component: Apple iOS or Android OS
  • Control System: Salesforce Field Service Mobile App

Steps

Step 1: With the Field Service Mobile App open, tap on the Service Appointment you are working on.

Step 2: Next, Navigate to the Details tab towards the top of your screen.

Step 3: In Details, you will see your Case Number. When calling into the Help Desk, enter this number in the keypad when prompted to be routed to either TechOps, Dispatch, or Service Coordination.

1) TechOps

2) Dispatch

3) Service Coordination

 

Note: Do not enter the zeroes at the beginning of the Case#

 

Ex.

Case#00101010

Enter into keypad:101010

 

 

KB ID: 000029927

DISCLAIMER: Use of this content may void the equipment warranty, please read the disclaimer prior to performing any service of the equipment.

DAKTRONICS DOES NOT PROMISE THAT THE CONTENT PROVIDED HEREIN IS ERROR-FREE OR THAT ANY DEFECTS WILL BE CORRECTED, OR THAT YOUR USE OF THE CONTENT WILL PROVIDE SPECIFIC RESULTS. THE CONTENT IS DELIVERED ON AN "AS-IS" AND "AS-AVAILABLE" BASIS. ALL INFORMATION PROVIDED IN THIS ARTICLE IS SUBJECT TO CHANGE WITHOUT NOTICE. DAKTRONICS DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY WARRANTIES OF ACCURACY, NON-INFRINGEMENT, MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. DAKTRONICS DISCLAIMS ANY AND ALL LIABILITY FOR THE ACTS, OMISSIONS AND CONDUCT OF YOU OR ANY THIRD PARTIES IN CONNECTION WITH OR RELATED TO YOUR USE OF THE CONTENT. ADJUSTMENT, REPAIR, OR SERVICE OF THE EQUIPMENT BY ANYONE OTHER THAN DAKTRONICS OR ITS AUTHORIZED REPAIR AGENTS MAY VOID THE EQUIPMENT WARRANTY. YOU ASSUME TOTAL RESPONSIBILITY FOR YOUR USE OF THE CONTENT AND ANY LINKED CONTENT. YOUR SOLE REMEDY AGAINST DAKTRONICS FOR DISSATISFACTION WITH THE CONTENT IS TO STOP USING THE CONTENT. THIS LIMITATION OF RELIEF IS A PART OF THE BARGAIN BETWEEN THE PARTIES.

The above disclaimer applies to any property damage, equipment failure, liability, infringement, or personal injury claim arising out of or in any way related to your use or application of the content, whether such claim is for breach of contract, tort, negligence or any other cause of action.