If you are a Dealer type Sentinel team, you will have a Customers page. On this page, you will see all the customers managed by your team and specific details about each customer on the All Customers tab.  You can view the Customer’s Name, Info, Customer Number, City/State, Phone, Requests, and Number of Assets, send a request to a customer, enable the assets for a customer, view Assets associated with a Customer, enable or disable an Asset associated with a Customer, assign Team Member(s) to a Customer, and mark/unmark a Customer as a Favorite.  On the Customer Groups Tab, you can create and Edit Customer Groups, Mark/Unmark a Customer Group as a Favorite, Assign/Unassign Team Member(s) to the group, and delete a group. 

 

Customers and Customer Groups can be filtered in any combination of the following statuses by clicking the box labeled with that action. The number of customers that are in that status will be displayed next to the status name. If there are no customers in a particular status, the box will be disabled.

• Needs Action: If the customer is a registered Fleet Customer that has not granted permission, the action will be to Send Request. If the customer is a local customer, the action will be to Enable Assets.
• Pending Request: A request has been sent to the customer to grant permission to that customer’s assets.
• Request Accepted: If the customer has accepted the request, but has not yet enabled assets.
• With Assets Enabled: The customer has enabled assets and does not currently have any outstanding actions.
• Request Denied: The Fleet Customer has denied the request to manage their assets.

 

You can also filter Customers and Customer Groups to show only your favorite Customers/Groups by clicking Only Favorites and/or show Customers/Groups only assigned to the user logged in by clicking Only Assigned to Me.

Adding Customers

To add a customer, click the ADD CUSTOMER button. This will display the Select Customer modal. You can search for customers in the Dealer Group associated with your Dealer Account.  Start by typing at least three characters in the Customer Name field and click SEARCH. A list of customers matching what was typed will be displayed showing customers that are available to be added and customers that have already been selected. To select a customer, click the SELECT button beside the customer name.  When done, click the CLOSE button on the modal. If the customer is a Registered Fleet Customer, you can then request access from them to manage their assets. If it's a Local Customer, you can enable those assets.

Requesting Customer Permission

If the customer is a Registered Fleet Customer, you can request access from them to manage their assets. On the Customers page, a SEND REQUEST button will appear in the last column. Clicking this button will display the Send Request modal. If there is more than one contact for the customer, click the drop down in the Contact field and select the customer contact to send the request. If only one customer contact is available, it will automatically be selected. In the notes field, you can write up to 200 characters of information to send to the customer.  To send the request, click SEND REQUEST. To cancel the request, click CANCEL.

 

View Details & Assets

To view the details and assets of a Customer, click the three dots to the far right of a Customer and select View Details & Assets. This will display the name, status, location, phone, and Customer # for the customer as well as all the Assets associated with that customer. You have the ability to search and filter assets as follows:

• Search: Type in at least three characters to search for an asset by its Model, VIN, Serial, Chassis ID, or Unit Number.
• Asset Status: All, Enabled, or Disabled.
• Filters: Asset Type, Make, Model, and Year. Note that the values will be populated based on the Customer’s assets.

This page also has a REMOVE CUSTOMER button, allowing you to remove the customer from Sentinel. If clicked, a warning modal will appear letting you know any draft service events for the customer will be canceled. If the customer has service events in progress, an option to keep or cancel active appointments will be presented. Once selected, press REMOVE CUSTOMER to remove the customer. To keep the customer, click KEEP CUSTOMER.

 

Quick Links

There are five Quick Links available from the Customer Detail page. They are as follows:

• View Alerts: If clicked, will display the Assets page with the active units of the Customer displayed.
• View Service Events: If clicked, will display the Service Events page with all service events for the active units of the Customer displayed.
• View Reports: If clicked, will display the Reports page with all report data based on the active units for the Customer.
• View Customer in Case: If you have access to the case portal for the Customer, this link will be enabled and if clicked will take you to the Customer page in Case.
• View Asset in Case: This link appears as a link icon beside each local Customer’s assets. If you have access to Case for the unit, this link will be enabled and if clicked will take you to the Asset page in the Portal. 

Note: If the customer is a registered Fleet, this link will not be present.

 

Enabling and Disabling Assets (Local Customers)

For local customers only, all assets assigned to the Customer are Enabled. To disable an Asset, click the drop down beside Enabled and select Disabled. A warning modal will be displayed that disabling this Asset will remove it from the Team and cancel any draft service events for that Asset. To proceed, click DISABLE ASSET or to cancel, click KEEP ASSET. To enable a disabled Asset, click the drop down beside Disabled and select Enabled. This will re-enable the Asset for the team. 

Note: Fleet customers will enable and disable assets and the Enable/Disable buttons will not be available for their assets.

 

Activity

In this section, all activity related to enabling and disabling assets as well as Customer status changes will be listed giving the date, time, the user making the change, the change made, and if a unit, the unit information.

 

Managing Customer Assignees

To manage assignees of a Customer, click the three dots to the far right of a Customer and select Manage Assignees. This will display the Assign Team Member modal. If there are already team members assigned, they will show below Assignees. The Team Member field can be used to add team members. To add a team member, click in the Team Member field. A list of available team members will be displayed. Click on a name to add it to the Assignees list. To remove an assignee, click the X beside the team member’s name. To save the additions and/or removals, click ASSIGN TEAM MEMBER. To cancel all changes, click CANCEL.

View Alerts

To view Alerts for a specific Customer, click the three dots to the far right of a Customer and select View Alerts. This will display the Assets page with the active units of the selected Customer displayed.

 

View Service Events

To view Service Events for a specific Customer, click the three dots to the far right of a Customer and select View Service Events. This will display the Service Events page with all service events based on the active units of the selected Customer displayed.

 

View Reports

To view Reports for a specific Customer, click the three dots to the far right of a Customer and select View Reports. This will display the Reports page with all report data based on the active units of the selected Customer displayed.

 

View Customer in Case

 Click the three dots to the far right of a Customer and select View Customer in Case. If you have access to the case portal for the Customer, this link will be enabled and if clicked will take you to the Customer page in Case.

 

Remove Customer

 Click the three dots to the far right of a Customer and select Remove Customer. If clicked, a warning modal will appear letting you know any draft service events for the customer will be canceled. If the customer has service events in progress, an option to keep or cancel active appointments will be presented. Once selected, press REMOVE CUSTOMER to remove the customer. To keep the customer, click KEEP CUSTOMER.

 

Customer Groups

A Customer Group gives the ability for admin users to group Customers by region, account, terminals, or any other data point important to your business. On the Customer Groups tab, you will see the Customer Group name and for each Customer in the group the Customer’s Name, status, Info, Customer Number, City/State, Phone, Requests, and Number of Assets.

Creating a Customer Group

To create a new Customer Group, click the CREATE CUSTOMER GROUP button in the top right corner of the Customers page. This will provide the Create Customer Group modal. Enter a name for the group of up to 40 characters and then select Customers by clicking the down arrow in the Customer Name field. You must select at least two Customers to create a group. When you select a Customer, it will show under the Customers list and you can select the next Customer. If you want to remove a selected Customer, click the X beside the Customer name to remove it. Once two or more Customers are selected, click CREATE CUSTOMER GROUP to create the new Group. To cancel the creation of a group, click CANCEL.

Editing a Customer Group

To edit an existing Customer Group, click the three dots on the right side of the Customer Group header and select Edit Group. The Edit Customer Group modal will appear. You can change the group name, add additional Customers, or remove Customers by clicking the X beside a Customer. Once all changes are made, click SAVE CHANGES. To cancel changes, click CANCEL.

 

Managing Customer Group Assignees

To manage the team members assigned to a Customer Group, click the three dots on the right side of the Customer Group header and select Manage Assignees. This will display the Assign Team Member modal. This form will display the Customers in the Group as well as any assignees. The Team Member field can be used to add team members. To add a team member, click in the Team Member field. A list of available team members will be displayed. Click on a name to add it to the Assignees list. To remove an assignee, click the X beside the user’s name. To save the additions or removals, click ASSIGN TEAM MEMBER. To cancel all changes, click CANCEL.  

 

Customer Group Favorite Management

A Customer Group can be favored to identify a group that is preferred or needs more attention. You can make a Customer Group a favorite by clicking the Star beside the Customer Group header and turning the star blue. If you want to remove a Customer Group as a favorite, click a blue star on a favorite Customer Group header to turn the star white. The Customer Group will no longer be a favorite.

Note: This change will only apply to the logged in team member. 

Deleting a Customer Group

To delete a Customer Group, click the three dots on the right side of the Customer Group header and select Delete Group. A delete modal will appear warning that deleting the group will disassociate all Customers, assets, and service events from the Customer group. Click DELETE CUSTOMER GROUP to delete the group. To cancel the deletion, click KEEP CUSTOMER GROUP.