Customer Responses from Online Documents

Article Status Update: This article has been recently updated and is currently under review. Please check back later.
The Online Document is designed to communicate proposed vehicle work to a customer, enabling them to authorise jobs remotely. When the customer takes action, the system notifies the service advisor. There are three possible customer responses, as explained below:

When a Customer Approves Work

This is the process when a customer reviews the online document and authorises specific jobs.
What the Customer Does:
    Opens the online document and uses the sliders to approve individual line items.
    Clicks Next to review a summary of their selections.
    Clicks Approve to confirm and submit their authorisation.
System Notification:
The system automatically adds a comment to the jobsheet and flags it for Attention.
    From the Role Centre, select the Attention tile.
    Open the relevant document from the list.
    On the document, scroll down to the Group Items FastTab. The approved items will be ticked in the Customer Authorised column.
    After reviewing the authorisations, scroll up to the Comments FastTab and untick the Attention checkbox for the "Online Doc" comment. This removes the document from your Attention tile.

When No Additional Work is Approved

A customer may review the document and decide not to authorise any additional work.
What the Customer Does:
    Clicks Next without selecting any items.
    Then, they get a notification and select Yes, Proceed Without Selection to confirm that they are not authorising further work.
System Notification:
This action still generates an Attention comment, confirming that the customer has reviewed the document but has not approved anything. The comment will indicate that nothing was approved.

When a Customer Requests a Callback

If the customer needs more information, they can request to be contacted directly.
What the Customer Does:
Clicks the Request a Callback button on the online document.
System Notification:
    The system immediately creates an Attention comment on the document, stating that the customer has requested a callback.
    Open the document from the Attention tile. View the comment requesting the callback.
    Contact the customer as requested.


Globe with Meridians English (UK, IE, IM and IZ). To find documentation in other regions where Garage Hive operates, click  here.