Moment-Sets


In a Nutshell

The Moment-sets screen is used to create and manage the dialog options that are displayed in a given Service Assistant scenario.

The following is an example of a Moment-set that could be used to support a Service Assistant scenario:

1. A piece of equipment could have an Equipment Details moment, with which customers could view important information related to the equipment.
2. A Call Number moment could then be used to prompt the customer to call a specific number if, for example, the issue is urgent.
3. An Open URL moment could be used to direct the customer to another resource, such as an FAQ page for the equipment.
4. And a Request Service moment could be used to obtain important time, location, contact, and problem description information from the customer which would then be used in the response dispatched from the Planning & Dispatching app.
Note: If no moment/moment-set is created, QR-code pairings will use the default.

Chat vs. Portal Moment-sets



Moment-sets and moments can be created for both the chat feature and for the Self-Service Portal. By End customers can view equipment details and request services using both the QR/OCR-based chat feature or directly using the Self-Service Portal.

Please Note the following:

  Chat Portal
Equipment Details X X
Call Number X  
Open URL X  
Request Service X X

Note: If the new portal Moment-Set is not used, the old functionality is kept and settings from Default Equipment Moment-Set for the chat will apply.


Creating Moment-Sets

Create New Moment-Set
Moment-sets consist of one or more moments that are used for a specific item or equipment scenario (such as when a customer reports an issue or requests a service).
Create Moments
Next, you will create the moment/s that will occur in this specific item/equipment scenario, such as displaying the equipment details.
Connect Moment-Set to Equipment/Item
Once complete, you can then associate the moment-set with an equipment record in the QR-Codes tab.

Moment Types

The following moment types are supported:

Note: Moment/MomentSets cannot be paired to items or equipment if they have NOT been configured.


Equipment Details




Field Description
Version If there are multiple versions of the Moment, you can select the applicable version here.
Display Text The name used for the moment in the moment-set (example: View Equipment Details).

Call Number


This moment type can be used to prompt customers to call a number.



Field Description
Version If there are multiple versions of the Moment, you can select the applicable version here.
Display Text The name used for the moment in the moment-set (example: Urgent? Make Phone Call).
Phone Number The phone number associated with the Call Number prompt.

Open URL


This moment type can be used to prompt customers to navigate to URL.



Field Description
Version If there are multiple versions of the Moment, you can select the applicable version here.
Display Text The name used for the moment in the moment-set (example: View the FAQ page).
URL The URL associated with the prompt.

Request a Service


This moment type can be used to prompt users to enter problem description, time, location, and contact information used to fulfill the service request.



When requesting a service, the application uses the following address resolution logic:

  1. Equipment address
  2. Default ship-to address of the business partner
Field Description
Version If there are multiple versions of the Moment, you can select the applicable version here.
Display text Here you can enter the text displayed in the Service Assistant to the customer (example: Request a Service).
Show out of order (priority) Selection When enabled, the Out of Order priority will be displayed in the Service Assistant.
Show service type selection When enabled, the service type selection will be displayed in the Service Assistant.
Show problem type selection When enabled, the problem type selection will be displayed in the Service Assistant.
Allow to show equipment address When enabled, the equipment location will be displayed in the Service Assistant without a login.
Choose from different time slots When enabled, the customer will be able to select a service time from multiple time slots.
Allow to override equipment address When enabled, the customer will be able to enter a new equipment address and update the address stored in the application master data.
Prevent account invitation email When enabled, account invitation emails for portal account creation will not be sent.
Job duration (hours) If applicable, the default number in hours for the service.

Create a Moment-Set

Moment-sets can be associated with equipment or item records in the QR-Codes screen.

A moment-set with multiple moments will appear as follows:



These options would then be available to the customer when an equipment QR-code is scanned, the serial number is entered or read using the OCR feature.




Moment-set Actions

The following actions are supported for moment sets by selecting the ⋮ in the right-hand corner of a defined moment-set:

Translation

By selecting the Translation option, you can create custom translations for the moment-set:



When you have completed entering the custom translation for the moment, select the Save option.


Configuration

By selecting the Configuration option, you can set the version of the moment to be used in the moment-set (if multiple versions exist).


Disable

By selecting the Disable option the moment will be disabled for the given moment-set.



Disabled Moments/Moment-sets will be grayed out.




Enable

To re-enable a moment, you can select the Enable option:




Moment Access by Role

It’s now possible to define which role can access a specific Moment. With this functionality, technicians can check the configuration using their own credentials.