Knowledge Based

Understanding Knowledge Base

Knowledge base allows users to upload extra documentation, Video links or video related to a specific problem and product. It’s integrated into the Service ticket page and is accessible in the portal and mobile app. The Users Add materials like guides, manuals, Video links, or videos, which become part of a shared knowledge base for that Product and problem. This helps the engineer or the technician if they face any challenges while attending the service call. Overall, it enriches support resources and improves user experience.

 

Adding a New Knowledge Based

Adding a New Knowledge Base in AntMyERP is simple! Below is the step-by-step process for creating a Knowledge Base List:

Navigate to Settings > Masters > Service > Knowledge Base.

This action opens the list of existing Knowledge Base items

Click on the ‘+’ sign at the page’s top right-hand corner.

This action will open the new Knowledge Base page.

Select the Product and Problem for which you want to add the knowledge base.

Fill in the topic name.

Enter the knowledge detail of the product or problem in the description field.

Upload any video or any video link if available related to the product/problem.

Please note all red mark Fields are mandatory and need to be filled.

Click on ‘Save and Exit‘ to save the Knowledge Base.

 

Editing Knowledge Base

• Go to Settings > Masters > Service > Knowledge Base.
• You will land on the Knowledge Base Listing Page
• Search the Knowledge Base which you want to Edit
• Click on the action button located on the far right of the page.
• Select “Edit.”
• Make the necessary changes to the Knowledge Base details
• Click on “Save and Exit“

 

Deleting Knowledge Base

• Go to Settings > Masters > Service > Knowledge Base.
• You will land on the Knowledge Base Listing Page
• Search the Knowledge Base list that you want to Delete
• Click on the action button located on the far right of the page.
• Select “Delete”
• As a message will appear Are you sure you want to delete?
• You will not be able to recover this after delete.
• Click on “Yes”

 

The appearance of Knowledge Base in the Service ticket 

Whenever a problem in a ticket is linked to a Knowledge Base list, the details added will appear on the Ticket Detail page in the portal and mobile App alongside other tabs. Clicking on the Knowledge Base tab will display the manual, Guide, Video or video link .

 

Device Mapping

Understanding Device Mapping

Device mapping in the context of service calls involves linking a customer’s device to a specific engineer or vendor who will handle any service requests or issues related to that device. When a service call is logged, it’s automatically assigned to the engineer or vendor associated with that device. This ensures efficient handling of service requests by directing them to the right person or team responsible for that device.

 

Device mapping to an Engineer or Vendor

 

Below is the step-by-step process for creating a Device Mapping for an Engineer or vendor:

Navigate to the Left menu>CRM Sales > Customer

You will land on the Customer Listing page

Locate the Customer in the Customer list .

 Click on the Contract option from the Action dropdown menu. Alternatively you can Right Click on the customer whose device you want to map and Click on Contract.

Contract page will open.On the Contract page, click on the three-dot menu at the top.

Navigate to the “All Products” section.

Locate the product using its SERIAL Number.

Click on the “Auto“ option at Right end of the page 

Add the name of the vendor or engineer in the provided field if necessary.

Save the changes made.

Note: You can Map an employee to a device only if he is active in Team and Users and role of AntMyERP.

You can Map the Vendor to a device if a Visit charge Purchase order is Provided to the vendor and the Contract for that Purchase order is active

 

Editing Device Mapping

Navigate to the Left menu>CRM Sales > Customer

You will land on the Customer Listing page

Locate the Customer in the Customer list and click on the Contract option from the Action dropdown menu. 

Alternatively you can Right Click on the customer whose device you want to map and Click on Contract.

Contract page will open.On the Contract page, click on the three-dot menu at the top.

Navigate to the All Products section.

Locate the product and its serial number whom you want to map.

Click on the “name of Vendor or Engineer” option next to the vendor or engineer

Add the name of the new  vendor or engineer in the provided field if necessary.

Save the changes made.

 

Preventive Maintenance Management

Understanding Preventive Maintenance

Preventive maintenance is the act of performing regularly scheduled maintenance activities to help prevent unexpected failures in the future. Put simply, it’s about fixing things before they break.

 

Enable Preventive Maintenance

Left Menu > Settings > Third Menu Service > Service Settings Preferences

Service Settings Preferences Enable Preventive Maintenance by clicking the check mark.

Click on Update to Save this Setting.

Now Preventive Maintenance will be displayed under Service Reports of Future PM Report.

 

Adding Preventive Maintenance

Adding Preventive Maintenance to AntMyERP is easy! You just need to put their important information into one place. Here’s what you do.

You can add PM in two ways.

• Preventive Maintenance – From Contract Date

Creation Proposal > update to Contract.

In the updated contract, we added the contract date, which is the start date of the contract. From this date forward, the first PM is created based on the duration selected in the proposal, which can be monthly, quarterly, half-yearly, or annually.

Auto PM Call will get created as per Start date of contract from …it will be created automatically as per the duration mentioned in the proposal till contract to date.

• Preventive Maintenance – Timed Based PM.

In this type of PM, while creating a Proposal we can select individual product PM types as added in Masters. 

Proposal> Contract . Add Products.

Auto PM call gets created by adding the start PM date for this individual product in the Active Product page by manual entry or import file. 

This type of auto PM call is called the Future PM report – Timed Based and Average.

 

Creating PM from the Active Product Page.

Navigate to the Left Menu > CRM Sales > Customers.

Select Customer Name, Right Click > Contract.

On the Top Right Menu, navigate to the Three Dot Icon > Active Products.

Page Lands on the Contracted Product List.

Left Side Checkbox – Click the check mark option displayed as create PM Now.

For this particular serial number, PM call get log and reflected in 

Open Service > PM tab.

Productivity Tool: You can add PM from the Quick Add service ticket directly.

 

Importing PM Date 

Navigate to the Left Menu > CRM Sales > Customers.

Select Customer Name, Right Click > Contract.

On the Top Right Menu, navigate to Three Dot Icon > Active Products.

Page Lands on Contracted Product List.

On the Top Right Menu navigate to Three Dot Icon > Import.

Read the instructions and then click Download Sample File (CSV) for future reference.

Ensure that all the fields are mapped and filled correctly while adding PM Date.

Now go to the Top Right Menu and navigate to Three Dot Icon > Import PM Date for Products

Click on Save.

All your Products with PM Date are imported into your AntMyERP to transact.

Note: You can upload 50 numbers of Products at a time in one CSV File. Only CSVs. files are supported.

 

Exporting / Downloading Product with PM Date.

Navigate to the Left Menu > CRM Sales > Customers.

Select Customer Name, Right Click > Contract.

On the Top Right Menu navigate to the Three Dot Icon > Active Products.

Filter from the LIVE Search / Filter. Now you have filtered data which needs to be exported 

Now go to the Top Right Menu and navigate to Three Dot Icon> Download > Save

All your Product with PM data will be downloaded as per the Search or Filter

All your Products with PM are Exported from your AntMyERP to CSV. file

Note : Export / download can be done only by the users who have permission from the admin.

 

Manage Column: Create your own Customer Listing View 

Navigate to the Left Menu > CRM Sales > Customers.

Select Customer Name, Right Click > Contract.

On the Top Right Menu navigate to theThree Dot Icon > Active Products.

Now go to the Top Right Menu and navigate to Three Dot Icon> Manage Column

If you want to create your preferred column view and make it the default, click on Own.

Check Mark which field you want to be visible when you open the Products Listing Page.

You can define the placement of the column with Drag and Drop.

Click on Save.

Your default Product Listing Column View is now available whenever you go to this page. You can Edit the same by following the same above process.

Note : If you are the administrator, you can define custom column view of this page and even the user can make the changes as per their requirements

Permission: This feature is user permission defined. If you have permission, you can use this or else ask the administrator of your office to activate the permission for you.

 

Settings and Preferences for Customer 

This feature is not available for PMs.

 

View PM

1st Option –

Navigate to the Left Menu > Service > Open Service > PM Tab.

2nd Option –

Navigate to the Left Menu > Service > Reports > Preventive Maintenance 

You will land on the PM Calls Listing Page.

 

Deleting PM.

PM Call deletion is not possible, but you can cancel calls.

By Updating the call status as Canceled.

 

Service Level Agreement ( SLA )

Understanding Service Level Agreement (SLA)

SLA stands for service level agreement. It refers to a document that outlines a commitment between a service provider and a client, including details of the service, the standards the provider must adhere to, and the metrics to measure the performance.

 

Enable SLA in Portal

Left Menu > Settings > Third Menu Service > Service Settings Preferences

Service Settings Preferences Enable SLA by clicking the check mark.

SLA Type Selection – Here Option select.

1. RCA – Remote Call Assistance-  Set the Time Duration within this time service call RCA Completed then SLA is achieved, if beyond this time duration RCA is done then its RCA status will be breached.

2. Response Time – Ticket physical response time.

Set the Time Duration within this time service call Response Time is called get attended SLA is achieved,  if beyond this time duration Response is done then its status will be breached.

3. Down Time – Product actually Down  time /non-working condition.

Set the Time Duration within this time service call Down Time is called get attended SLA is achieved,  if beyond this time duration Down time is gone then its status will be breached.

 

Select SLA Type – Here Option,

1. 24*7 Timing – SLA is ON Forever.
2. Call logged in support Timings.
3. Only with Support Timings – In Organization added Support Timings only applicable for SLA. 

Note: Organization only use one SLA Type

Click on Update to apply changes for SLA.

 

Adding SLA

Adding a SLA in AntMyERP is easy! You just need to put in their important info into one place. Here’s what you do.

You can add SLA by following steps.

 

Creating SLA from the Creation Page

Navigate to the Left Menu > Settings > Masters.

Click the Service > SLA

On the Top Right Menu navigate to + Button  > Add SLA.

Begin by adding SLA in the future we can use this SLA in Contract Product, Contract.

(Please note SLA will appear in Contract, Contract product)

Enter all mandatory fields along with all the details of SLA.

After entering all the details, click Save & Exit.

Productivity Tool: You can connect SLA from the contract Product directly.

Note: Duplicate SLA entries are not permitted within AntMyERP to maintain data integrity.

 

Mass Update SLA.

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

Here,the Listing page of Active Product.

On Top Left Menu navigate to Mass Update > Connect SLA.

Open Pop-up SLA > Master data displayed here By Dropdown select SLA Name.

Click on Save.

Products connected to SLA  with Mass Update.

Note: You can Mass update products at SLA at a time.

 

Exporting / Downloading SLA in Products.

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

Filter from the LIVE Search / Filter. Now you have filtered data which need to be exported 

Now go to the Top Right Menu navigate to Three Dot Icon > Download > Save

All your Products SLA data will be downloaded as per the Search or Filter

All your Products SLA  are Exported from your AntMyERP to CSV. file

Note : Export / download can be done only by the users who have the permission from admin.

 

Manage Column: Create your own Customer Listing View 

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

Now go to the Top Right Menu navigate to Three Dot Icon > Manage Column

If you want to create your preferred column view and make it default , click on Own.

Check Mark which field you want to be visible when you open the Listing Page.

You can define the placement of the column with Drag and Drop.

Click on Save.

Your default Product Listing Column View is now available whenever you will go to this page. You can Edit the same by following the same above process.

Note : If you are the administrator, you can define custom column view of this page and even the user can make the changes as per their requirements

Permission: This feature is user permission defined. If you have permission, you can use this or else ask the administrator of your office to activate the permission for you.

 

View SLA Products.

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

Locate the SLA in the customer list with the help of Live Search.

 

Editing SLA Products.

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

Locate the Product SLA with the help of Live Search.

Alternatively you can Right Click on the Product SLA whom you want to Edit.

Make the necessary changes to the edit of Product to connect SLA.

Save the updated information.

 

Deleting SLA Products.

Pls note – You can not delete SLA Product but you can change Product SLA.

 

Creating SLA Products.

Create or Connect SLA to products in the Customer All product page.

As well, Inside the Customer Contract creation time we also connect SLA to contract.

Make the necessary changes to the customer details and click Save.

SLA Reports 

SLA related reports will be displayed in Service > Reports

Here is the name of the Reports.

Open Service

Total Service

Total Nutshell Report

Detail Service Report

DFT Report

 

Return Merchandise Authorization ( RMA )

Understanding Return Merchandise Authorization ( RMA )

A return merchandise authorization, return authorization or return goods authorization is a part of the process of returning a product to receive a refund, replacement, or repair to which buyer and seller agree during the product’s warranty period. 

Enable RMA in Portal

To enable RMA (Return Merchandise Authorization) in the portal following the steps you provided:

Look for the left menu. Under it, locate the “Settings” option.

Within the settings menu, you should see a Service under it submenu labeled “Service Settings Preferences“. Click on it.

There should be a checkbox associated with enabling RMA.

Checkmark this box.

Update the changes.

Now you can view the RMA feature under service Menu.

 

Adding a RMA

Adding a RMA in AntMyERP is easy! You just need to put in their important info into one place. Here’s what you do.

You can add customer in two ways

 

Creating RMA from the Creation Page

Navigate to the Left Menu > Service > RMA.

Lands on the Listing page of RMA.

Click the + Icon button on the top right corner of the page.

Begin by adding a New RMA Ticket.

Enter all mandatory fields along with all the details of RMA Product.

After entering all the details, click Save.

Productivity Tool: You can add RMA from the Quick Add directly.

Note: Duplicate RMA entries for the same Product serial number still RMA ticket status is Open, are not permitted within AntMyERP to maintain data integrity.

 

Importing/Upload RMA Add Warranty

Navigate to Left Menu > Service > RMA.

Top Line RMA click arrow go to Add RMA.

You will lands in RMA Listing Page

On the Top Right Menu navigate to + Button to add RMA.

Here, find the listing page of RMA add warranty Product name with category.

Import for RMA warranty is the same as Import Opening Stock data.

Read Instructions and Click Download Sample File (CSV.) for your reference by clicking sample file.

Ensure that all the fields are mapped and  filled correctly while adding your RMA Warranty data.

Now search Product name navigate to Click + button to View or Add RMA Warranty.

Click on Import RMA Warranty and select the file to be imported. 

Click on Save.

All your RMA Warranty are imported in your AntMyERP to transact.

Note: You can upload 500 numbers of RMA Warranty at a time in one CSV File.. Only CSV. file is supported

 

Exporting / Downloading RMA Warranty

Navigate to Left Menu > Service > RMA.

You will land in the Add RMA Listing Page.

Filter from the LIVE Search / Filter.

You can see data which you want to download Now you have filtered data which need to be exported. 

Now go to the Top Right Menu navigate to Three Dot Icon > Download Option > Save

Here is the data of all RMA created in Portal download in Excel. 

All your Add RMA are Exported from your AntMyERP to CSV. file

Note : Export / download can be done only by the users who have the permission from admin.

 

Manage Column: Create your own Customer Listing View 

Navigate to Left Menu > Service > RMA.

You will land in the Add RMA Listing Page.

Now go to the Top Right Menu navigate to Three Dot Icon > Manage Column

If you want to create your preferred column view and make it default , click on Own.

Check Mark which field you want to be visible when you open the RMA Listing Page.

You can define the placement of the column with Drag and Drop.

Click on Save.

Your default RMA Listing Column View is now available whenever you will go to this page. You can Edit the same by following the same above process.

Note : If you are the administrator, you can define custom column view of this page and even the user can make the changes as per their requirements

Permission: This feature is user permission defined. If you have permission, you can use this or else ask the administrator of your office to activate the permission for you.

 

Settings and Preferences for RMA 

Navigate to Left Menu > Service > RMA.

You will land in the Add RMA Listing Page.

Now go to the Top Right Menu navigate to Three Dot Icon > Settings.

Select the Settings you want to Enable.

Click on Updates.

 

View RMA Warranty

Navigate to Left Menu > Service > RMA.

You will land in the Add RMA Listing Page.

Locate the RMA list with the help of Live Search and click on the View option from the Action dropdown menu. 

Alternatively you can Right Click on the customer whom you want to View.

If you want to make any changes to this customer, click on the Edit icon.

 

Editing RMA Warranty

Navigate to Left Menu > Service > RMA.

You will land in the Add RMA Listing Page.

Locate the RMA list with the help of Live Search and click on the View option from the Action dropdown menu. 

Alternatively you can Right Click on the RMA whom you want to Edit.

Make the necessary changes to the customer details.

Save the updated information.

 

Deleting RMA Warranty

Note: Delete RMA Warranty is not possible in AntMyERP Portal.

 

Request Update Warranty

Navigate to Left Menu > Service > RMA.

You will land in the Add RMA Listing Page.

Locate the RMA list with the help of Live Search and click on the Request update warranty option from the Action dropdown menu. 

Alternatively you can Right Click on the RMA whom you want to edit.

Make the necessary changes to the RMA ticket details and click Save.

Productivity Tool: You can add RMA Update warranty from the Right Click directly from the RMA Listing Page

Note: Duplicate RMA Warranty entries are not permitted within AntMyERP to maintain data integrity.

 

Warranty Extension Approval

Navigate to Left Menu > Service > RMA.

You will land in Warranty Extension approval.

Warranty Request update displayed in Listing.

Locate the Warranty Request update list with the help of Live Search and click on the Request update warranty option from the Action dropdown menu. 

Edit and update warranty date with necessary information.

Click on Save and exit.