Manage appointment

On some pages in VIDA, lists of customers have an Appointment ID column. Clicking an Appointment ID opens a new window where you can manage the selected workshop appointment.

Fig. 284: Manage appointment

1. Select action

Depending on the appointment status, at least one of the actions presented in the tables below are available in the drop-down menu on top of the page.

Actions that can be performed:

Drop-down menu item	Use when
Provide proposal	You have created a proposal to the customer. When providing a proposal, it is sent to the customer's vehicle, My Volvo ownership website and email. You need to fill in the Proposal to customer field. The time and the price with currency must be included.
Request additional information	You have received a request from a customer but has additional questions regarding the workshop visit. You can fill in the question in one of the two Reply to customer chat fields to the left. When requesting additional information, an inquiry is sent to the customer's vehicle, My Volvo ownership website and email. The customer is able to send written responses via My Volvo ownership website. When a customer has answered an inquiry, the customer/vehicle will appear in the Actions list with status REQUESTED.
Schedule appointment	You have received a request from a customer verbally or by email and have confirmed the time, content and price of the workshop booking together with the customer. Therefore you do not need to send a proposal and you can create a confirmed appointment directly.
Confirm appointment	A customer has accepted a proposal from you. You need to secure resources, plan the work and then confirm the appointment. The customer will not be notified when you confirm the appointment. This is only for internal workshop handling, e.g. in order to help remembering that you have managed the appointment in your planning system.
Update appointment	A proposal is accepted or confirmed and you want to update the appointment without sending a new proposal to the customer. The customer is not notified when you update the appointment.
Finalize appointment	A workshop appointment has been performed. The appointment is removed from the Planned list, but the information will still be available in the overview of appointments on this page. The customer/vehicle will still be available on the All Workshop Customers list if the customer is set as primary driver and has selected your dealership as preferred.
Remove appointment	A customer has canceled an appointment, request, pre-booking, inquiry or proposal. By using this action, you remove the appointment. The appointment information is available in the overview of appointments on this page. The customer/vehicle will still be available on the All Workshop Customers list.
Update pre-booking	You update a pre-booking to a proposal to a customer.

Actions that can be performed on behalf of a customer:

Drop-down menu item	Use when
Accept proposal	The customer has received a proposal and asks you to accept the proposal on behalf of him/her.
Decline proposal	The customer has received a proposal and asks you to decline the proposal on behalf of him/her.
Cancel appointment	The customer asks you to cancel an appointment, request, pre-booking, inquiry or proposal on behalf of him/her.
Update request	The customer has sent a request or received an inquiry and asks you to update the request or inquiry on behalf of him/her.
Withdraw request	The customer has sent a request and asks you to withdraw the request on behalf of him/her.

2. Fields

The following fields are available. Some of them are filled by the customer via My Volvo ownership website or by the vehicle's State Of Health data. The other fields are filled by you. Different fields are editable, depending on selected action from the drop-down menu at the top of the page.

Field name	Description
Type of service	The type of request from the customer that is to be performed. The following are available: Service Repair Service and repair Other
Required service distance	This information could be generated via the SPI (service price indicator) in My Volvo ownership website or manually by the customer. This information will only be updated when the customer sends the request the first time. All coming updates of the request from the customer are provided via the Reply to customer chat fields.
Last service mileage	This information is fetched from My Volvo ownership website, in case the customer has entered at what mileage the vehicle was serviced last time. This information will only be updated when the customer sends the request the first time. All coming updates of the request from the customer are provided via the Reply to customer chat fields.
Current mileage	The vehicle's current mileage at the time of the request. This information is sent by the vehicle (State Of Health data) or is manually entered by the customer at My Volvo ownership website. This information will only be updated when the customer sends the request the first time. All coming updates of the request from the customer are provided via the Reply to customer chat fields.
Last service date	This information is fetched from My Volvo ownership website where the customer has entered the vehicle's last service date. This information will only be updated when the customer sends the request the first time. All coming updates of the request from the customer are provided via the Reply to customer chat fields.
Customer preferred dates	By customer defined preferred dates for the workshop appointment. This information will only be updated when the customer sends the request the first time. All coming updates of the request from the customer are provided via the Reply to customer chat fields.
Notifications	Active notifications on the vehicle ( and ). This information is only available if the workshop booking request was initiated from vehicle and there is State Of Health data available. For further information about notifications, see Appointments. This information will only be updated when the customer sends the request the first time. All coming updates of the request from the customer are provided via the Reply to customer chat fields.
View connected vehicle data	Click to view connected vehicle data (State Of Health in VIDA). This information is only available if the workshop booking request was initiated from vehicle and there is State Of Health data available. This will only be updated when the customer sends the request the first time. All coming updates of the request from the customer are provided via the Reply to customer chat fields.
Service reply on request to customer	Dialog about the vehicle's service and repair need at this workshop visit. The customer can only handle this dialog via My Volvo ownership website, not via the vehicle.
Car drop-off and pick-up preferences	Dialog about the drop-off and pick-up of the customer's vehicle as well as the customer's need of alternative transport. The customer can only handle this dialog via My Volvo ownership website, not via the vehicle.
Proposal to customer	Describe the content and price of each operation that will be performed during the service visit. The information will be displayed in the customer's vehicle* and My Volvo ownership website. On multilingual markets, use the customer's preferred language. * This feature will be introduced at a later stage.
Appointment	Date and time when the job at the workshop is started.
Drop-off	Date and time when the customer should leave the vehicle at the workshop.
Pick-up	Date and time when the customer should pick up the vehicle at the workshop.
Total price	Total price of workshop visit. Include the currency.
Status of appointment	The status of the customer's appointment. For further information about statuses, see Appointments.
Appointment ID	The appointment's unique ID.
Originating from	Indicates what was generating the booking, i.e. how it was triggered. The possibilities are; Manual, Service, Warning or Pre-booking. See the Workshop Appointment Management how-to's for additional information.
Customer request initiated via	Indicates from where the request was initiated, i.e. in what channel. The possibilities are; Customer portal (My Volvo ownership website), VIDA or Vehicle.
Expiry date	The date on which the customer must have answered the workshop appointment proposal.
Reference to workshop system	Use this field to enter a reference to the work order in the DMS. Before sending a proposal or inquiry, make sure that the expiry date is before the date of the appointment.
Customer ID	The customer's unique ID in Volvo Central Database.
First name	The customer's first name.
Last name	The customer's surname.
Phone number	The customer's phone number.
Preferred language	The customer's preferred language. On multilingual markets, the preferred language will be used in the email communication with the customer. Make sure to write your proposal in the customer's preferred language.
VIN	The VIN of the customer's vehicle.
Model	The model of the customer's vehicle.
Model year	The model year of the customer's vehicle.

When all fields are filled, confirm by clicking the SUBMIT button. The page is closed by clicking the CLOSE button.

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Workshop Appointment Management

Workshop Appointment Management how-to's

The Appointments tab