2. Anatomy of the SRO
1 Customer Entry
In a new SRO, you can begin typing the customer name in the “Search Customers…” field at top left, and press [RETURN]. If the name matches an existing entry, CheckIn will either select the appropriate entry or offer you a list of entries to select from.
To add a new customer, click the [PLUS (+)] icon next to the “Search Customers…” field.
2 Product Entry
Type in the Serial Number for the device in the “Serial Number” field, and press [RETURN]. CheckIn will fetch information from GSX, including details of AppleCare+ coverage. There are two small icons on the right side of the “Product Description” field — if you click on the small ‘spyglass’ icon, CheckIn will open the device in GSX; and if you click on the small ‘radar’ icon, CheckIn will fetch Eligibility Details from GSX, and warn if “Find My Device” is active, or indicate if an existing repair is open.
3 Intake Information
Click in the “Problem Description” field under the “Intake Info” tab. This will bring up a window for gathering information about the unit to be checked in and the issues reported, including the status of any backup. Passwords can be captured at this time, and that information will be encrypted.
Additional items left by the customer, such as an external Hard Drive or Power Adapter, can be recorded in the “Items left by customer” section. If you click on the 'pencil' icon, you can select from a pop-up list of common items.
4 Work Information
This field can be used for Work and Internal Notes, including information provided to Apple as part of a GSX Repair.
These entries will be added to the “Timeline.”
“Work Comments” is a flexible, editable field for information that you may want to keep here and outside of the other notes sections.
“Work Performed/Printed Notes” is a field for information intended for customers. That information will be included with the Invoice.
5 Deposits
Payment can be taken on the SRO in this section. When the SRO is invoiced the payment will automatically be applied to the invoice.
6 Visual Inspection
Information on the condition of a unit at drop off can be recorded here. In addition, photos to document specific issues can be added by dragging them into the square field in this section.
7 Timeline
The “Timeline” is an ongoing date-stamped record of all work related to the SRO, including customer emails and status updates. Click on any entry for a pop-up window to reveal the full text.
8 GSX ID
When a GSX Repair has been submitted, this field will be added to the SRO. Clicking on the button at the right will open the repair in the GSX web view.
You also have the ability to manually add a GSX Repair ID -- click on the small "gear" icon in the bottom right of the SRO Window, select "Manually Enter GSX Repair ID," and enter the information. Once that's been added, you'll be able to open the GSX Ticket as though the repair had been submitted through CheckIn — where possible, you can update the Status and send KBB and KGB information, and view updates in the "Device Details" window.
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