JDLink & CCMS Integrations
Table of Contents
Once a dealership's account is connected to JDLink, advisors have the ability to search for JDLink information inside of an ExpertConnect ticket and, when needed, escalate a ticket to a CCMS case. These integrations are available on both the web dashboard and mobile app.
To Search JDLink
- Click on the Get JDLink Info button inside of a ticket on web or mobile.
- Search and find the organization of the customer on the ticket.
- Search through connected equipment and select the equipment to tie to the ticket.
- If the selected piece of equipment has any DTC codes, you will see them listed in a dropdown to select.
- Click Submit to the tie the equipment information to the ExpertConnect ticket. This will auto-populate the Product, Serial # and Machine Hours fields in the ticket.
If the JDLink button is not visible in your ExpertConnect tickets, please visit our help article on how to Connect to your Org's Operation Center.
To Escalate to CCMS
- Click on the Escalate to CCMS button inside of a ticket on web or mobile.
- Type in your RACF ID. This will auto-populate when you add your RACF ID to your User Profile.
- If you previously connected equipment in the ticket via JDLink, the equipment information will auto-populate in the CCMS fields. If needed, you can update the equipment information.
- Use the free-form paragraph box to type information about the case (complaint, symptoms, questions).
- Choose the priority level of the case. Options available are Urgent, Tech in Field, Urgent, Tech in Shop, Normal, and Report Only.
Once submitted, the CCMS case will be automatically created with a dedicated field for 'ExpertConnect Ticket'.
If you are unable to escalate to CCMS, first check to see if you are able to create a CCMS case using ccms.deere.com. If you are unable to create a case using the link, you will need to request access using the “Click here for CCMS Assistance” button in CCMS.
When the CCMS advisor clicks on the hyperlink, it will open a view-only browser page of the ExpertConnect ticket. The link that the CCMS advisor receives is the same link found in the Share Ticket URL feature in a ticket.
- The ticket link includes customer information, ticket details, public notes, customer voicemails and tracked time.
- The ticket link does not include call recordings or private notes.
CCMS advisors will reply via normal CCMS channels. CCMS advisors do not have access into your dealership's ExpertConnect account and will not reply via the ExpertConnect ticket. This integration is intended to make it simply and efficient to share all the details of a customer issue without duplicating information.