NEX2U Plus Manual (Full) - Dealer

User Manual for NEX2U PLUS of Doosan Infracore
Doosan Infracore Co.
NEX2U PLUS
(Service Knowledge Management System)
<http://nex2uplus.doosan.com>
User Manual
for
Dealers
February, 2013
DICE AP/E Product Support Team
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[TABLE OF CONTENTS]
1. Quick Search Index ……………………………………………………………………….. 3
2. System Log in/ Main Home

2.1 ID Authentication ………………………………………………………………………4
2.2 Home ……………………………………………………………………………………5
3. Account Management
3.1 Accounts ……………………………………………………………………………….. 8
3.2 Contacts ………………………………………………………………………………. 10
4. Article Management
4.1 Article …………………………………………………………………………………..13
4.2 Bulletins ………………………………………………………………………………. 14
4.3 Library ………………………………………………………………………………… 17
4.4 Contents ……………………………………………………………………………… 20
5. Case Management
5.1 Cases ……………..………………………………………………………………….. 22
6. Equipment Management
6.1 Equipment Management …………………………………………………………… 34
6.2 Models ……………………………………………………………………………...... 36
6.3 Part No. ………………………………………………………………………………. 36
7. Analytics
7.1 Reports ………………………………………………………………………………. 38
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1. Quick Search Index
Tab Functionality Page

Account View Accounts
- All Accounts, My Accounts, etc.
8
-All Account information are updated from SAP ERP
* Account equals to Dealer in NEX2U PLUS
Edit Account Information
9
- Modify dealers’ information
Contact View Contacts
11
* Contact equals to Dealer User (person in charge)
Create New Contact Information
- Add in New User Information which is not provided from 11~12
SAP
Edit/Delete Contact Information
11
- Modify User’s information
Article Search Article
13
- Search Articles, View by status, etc.
View Article Detail 13
Bulletin Search Bulletin 14
View Bulletin Detail 14~16
Library Search Contents in Library
* Library store Contents by purpose, subject, etc. in each 19
folder.
Contents Search Contents
21
- Search, view, download Contents from NEX2U PLUS Portal
Case Create/Search Edit Case
22~29
* Case equals to Issue Tracking in NEX2U PLUS
Case related Info. > Comments
30
- Add Comments to case among PSM, DSM, Dealers
Case related Info. > Solutions
30
- Find solution to close case
Case related Info. > Articles
31
- View All the Articles related to the case
Case related Info. > Return parts
32
- View return parts related to the case
Case related Info. > FIR
32
- View FIR related to the case
Case related Info. > Attachments
32
- View all the attachments related to the case
Case related Info. > Activity history
33
- Track Activity history related to the case
Close Case
29
* Case can be closed by the person who created the case
Equipment View Equipment List
34
- View Equipment List & Equipment details
View Equipment Detail 35
View Model List & Detail 36
View Parts No.& Detail 36~37
Reports Run Report
- Customer Case Report 38
- Equipment Report
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2. System Log in
2.1 Reset Password

Dealers have to reset Password after receiving Password confirmation email from Salesforce.com.
An email message for password setting looks as below.
If a user clicks the link in the email, a window for password change will pop up.
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2.2 Home
In NEX2U PLUS Home, a user can manage a functional tab, a menu bar, an index and a schedule.
2.2.1 System Log In

1) Go to <http://nex2uplus.doosan.com> then register a user name (email address) and a
password and click ‘Login’.
http://nex2uplus.doosan.com
2.2.2 Privacy Agreement

In case Dealer user login Nex2UPlus at first time, Dealer user have to agree with Privacy
Agreement. If Dealer user do not agree with Privacy Agreement, Dealer user cannot register Case.
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If you do not agree with Privacy Agreement, You cannot register Case
2.2.3. Main functions of Home

① Tab: Main Contents of DICE Partner Portal
② Menu Bar consists of following items;
- Search: Select Tab in Search dropdown menu
- Find Article: Type Keyword
- Recent Item: Displays recent item that user viewed
- Message& alert: Announcement from DICE P/S Team
- Custom Links: Useful Link
③ Updated Case, Latest Bulletin
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③
②
* Information Search Logic
- It is a place where a user input search words.

- More than two characters are required to be input for a search.
-A search word in English does not distinguish upper and lower character.
- *is used for a search of multiple words with various ending characters.
Ex) bob jo* <Search>
 Bob Jones
 Bob Johnson
 etc.
- ?is used for a search for multiple words with one word variation.
Ex) jo?n <Search>
 John
 Joan
 Etc.
- “” is used for a search for an exact word.
Ex) “John” <Search>
 John
- A user can set various equations for a search.
Ex) AND, OR, AND NOT, ()
- Searching phone number can be varied as below.
Ex) 4159993434 <search>
 (415) 999-3434
999 <search>
 (415) 999-3434
3434 <search>
 (415) 999-3434
999-3434 <search>
 (415) 999-3434
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2.3 Personal Information

Set Time Zone and Locale of user profile. User can set various languages depending on region but
some Contents and Field are only in English now.
2.3.1 Profile View
2.3.2 Profile Edit

- Time Zone : Set Time Zone of User
- Locale : Set Locale of User.
- Language : Set system language of User. Some contents and fields are in English.
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2.3.3 Change Password

User can change the password
2.4 Activation
When user accesses the system first time, the system checks the IP address range for security.
Therefore, when user tries to access the system in different places, the system requires “Activation
code” for validation. After user inputs the validation code, user can access the system without
validation in that place as well.
1) Validation for User
2) Request for Activation code

- In order to request validation, the system sends email to the user email address.
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3) Confirm Activation code

- Check user email whether the user receives the activation code from the system (5 digits
numbers)
4) Input the Activation code received from the system
5) Login again
3. Account Management
3.1 Accounts
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3.1.1 Account Home

The page after clicking ‘Account’ Tab page is as below.
①
②
① View
- A selected list displays according to a user’s setting.
- Each list can be display in detail by clicking a title.
② Search Account Name in Alphabetical order
- Clone: A view can be duplicated.
- Create New View: A user can customize contents of each view whether which contents can be
shown or hidden.
③ Click Account Name
- View Account Details.
3.1.2. View Account Details
1) Edit Account Information
① Edit
- Modify Account Detail
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② Modify Account Name/ Main Biz Type

- Red side bar is mandatory field that dealer must input.
- Dealer may change Main Biz Type in Additional Information field.
③ Click ‘Save’ button
2) Google Map Information

- Inform Account Location automatically interface with Google Map Search
3) Other Account Details

①
① Warranty Conditions
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- View warranty condition

- In Detail Page, Dealer Agreement is attached
② Contacts
- View or add new contact
③ Equipments
- Show all the Equipments that Dealer possess
④ Cases
- It is a list of case information that a dealer is related.
3.2 Contacts
It searches and manages user information in a dealer.
3.2.1 Contact Home Tab

Clicking ‘Contact’ menu shows a page as below.
①
② ③
④
① View
- A selected list displays according to a user’s setting.
- View option is classified by;
All Contacts
New this week
Recently viewed contacts
② New
- Add new contacts
③ Select contact list display option
④ Display contact list
3.2.2 View Contact

- All Contacts: All dealer information that a user can see.
- New This Week : A dealer information that is updated a latest week.
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- Recently Viewed Contacts: A list of dealer information that a user recently searched.
3.2.3 Contact Detail Information

It shows detailed dealer user information.
① Edit | Clone
- Edit: Edit contact information.
- Clone: Copy and make a clone of contact information.
② Account Name | Email
- Account Name : Display a dealer’s Name
If user clicks the Account Name, the page moves to Account Detail
- Email: Email information. If user clicks the email address, then user can directly send email
to the contact
3.2.4 Create Contact

Create a new contact
1) Click New Button in Contacts Tab
2) Fill in information about new contact.

- Red side bar means mandatory field to fill in.
- User can search Accounts name by using Lookup icon
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3) Save | Save & New | Cancel

- After filling in the information, click ‘Save’ button
-If user wants to create another new contact, click ‘Save & New’
- Search an account with Look up icon;
4. Article Management
4.1 Articles
4.1.1 Search Articles

① Click ‘Go’ after inputting a search word in ‘Search Text Box’, and selecting an article type
(General, Technical).
② Filtering Articles by data category (Failure Group, Series)
③ A list of search result.
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4.1.2 View Article Detail

-Click each Article Title to view the details
4.2 Bulletins
4.2.1 Bulletins Home Tab

- Click ‘Go!’ Button to activate all Bulletins
-All Bulletins will be displayed
4.2.2 Search Bulletin

- Dealer can view all related Service Bulletin list in Bulletins Tab.
- The list contains Document No., Record Type, Subject, and Bulletin Owner.
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4.2.3 View Bulletin Detail

1) Click a Document No. to see details of Bulletin.
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2) Dealer may add new notes or attach files in the Bulletin detail.
3) Click ‘Preview’ to see DICE official format of the Service Bulletin
4.2.4 Email notification for Published Bulletin

- When bulletin is published, an email will be sent to related Dealer.
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4.3 Library
4.3.1 Library Home Tab
② ③
① Contents Search
- Select Library option in dropdown menu
- Type in keyword and click ‘Search’ Button
② Recent Items
- Displays contents that user recently searched
③ My Library
- Displays all the Libraries
4.3.2 Search contents in Library

- Click Library name to search contents loaded in the library (e.g. Click ‘Manual’)
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①
②
① Category drop down menu

- Select Contents view options by;
Publication Date
Number of Downloads
Rating
Number of Comments
② View Contents Detail
- Click content title to view detail information (e.g. 3TNV and 4TNV engine Manual)
③ ④
③ Download
- User can open or download the contents and the contents open image is as follows;
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④ Subscribe
- If you subscribe to a file, you are notified when a viewer adds comments to the file or when a new
version of the file is published.
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4.4 Contents
4.4.1 Contents Tab
② ③
① Search In
- Select Library in dropdown menu
- Type in keyword in text box and click ‘Go!’
② Download
- Download a zip file of the selected contents
③ Display option
- User can modify display order, subjects, etc.
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4.4.2 Search Contents

① Select ‘Library’ to search, select a library, input a search word and click ‘Go
② Check the search result.
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5. Case Management
Case is the route that Dealer communicates with PSM/DSMs for every issue, and monitors the
issues. User can create case, edit, and view cases through the Cases Tab.
①
②
① Select View option in View dropdown menu and Click ‘Go!’ Button to activate all cases
- All Cases
-All Closed Cases
-All Open Cases
-Recently Modified Cases (7days)
-Recently Viewed Cases
② Display the result.
5.1 Cases
Case can be classified by Technical & General. Technical case is the issue related with dealers’
specific Equipment, while General case is a common questionnaire or requirements to PSM/DSM.
- Technical: Serial No and Part No is mandatory.

- General: Common request/ inquiry to PSM/DSM
. Warranty & Others: Warranty & other questions about products.
. System: System related issue such as Doobiz, NEX2U PLUS
. Manual: Manual related inquiry
. Market Sensing: Product Market Trend, etc.
5.1.1 Register New Case

1) Click ‘Create New Case’ in Case Home Tab.
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2) Select either’ Technical ‘or ‘General’ Record type according to a case type.
3) Technical
Dealer can register a case regarding a technical issue.
②
③
④
① Submit | Save & Close | Submit & Attachment | Save & New | Cancel
- Submit : Save a case.
- Save & Close : It leads to a page for saving and closing a case.
- Submit & Attachment: Submit Case and attach information
- Save & New : It leads to a page for saving and registering new case.
- Cancel : Cancel off a case.
② Parent Case
- Set up a relatinship between cases according to its relevance.
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③ Level
- Normal : a non-urgent issues
- Urgent : an urgent issues that should be processed urgently.
④ Contact Name
- Contact name means the User name and is registered automatically.
⑤ Production Information
- Model : Input a model by search it.
- Serial No : Input ‘ Serial No’ for the model by search it.
Both can be searched through using lookup icon.
⑥ Optional Information
- Input ‘ Optional Information’.
⑦
⑦ Failure Information
- Causal Part No : Search ‘Part No’ for a malfunction and select the one.
- Failure Group : Input a Cause of Failure. Select in dropdown menu
- Work Type : Select a work process type. If it is not specified, fill in ‘Work Type Others’
- Material : Select ‘Working Material’. If it is not specified, input ‘Material Others’.
 Subject Information
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- Subject: It categorizes a subject that causes a case. Once it is saved, it can be

searched by ‘Subject’ in ‘Article’.
- Description of the Problem
- Trouble shooting Performed: Describe what dealer has done to solve issue
- Probable Root Cause of Failure & Comment
- Specify the exact request
- Select ‘Image’ in order to input a photo file.
⑨ Optional
- If user wants to save the Case as a draft, then take off Pick Mark from the check box and save.
⑩ Click ‘Submit’ button
2) General
Register Cases that does not related to Equipments.
If a case is not a technical issue, it should be registered in ‘General Case’.
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③
④
① Submit | Save & Close | Submit & Attachment | Save & New | Cancel
- Submit : Save a case.
- Save & Close : It leads to a page for saving and closing a case.
- Submit & Attachment: Submit Case and attach information
- Save & New : It leads to a page for saving and registering new case.
- Cancel : Cancel off a case.
② Parent Case
- Set up a relatinship between cases according to its relevance.
③ Contact Name
- Select a dealer user who requests a case.
④ Production Information
- Type : Select a case type presented in ‘General’
. Warranty & Others
. System
. Manual
. Market Sensing
- Product : Select ‘Product Group’
. Crawler Excavator
. Wheel Excavator
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. Wheel Loader
. ADT
. Breaker
⑤ Subject Information
- Subject: It categorized a subject that causes an error of a case. Once it is saved, it can be
searched by ‘Subject’ in ‘Article’.
-Select ‘Image’ in order to input a photo file.
⑥ Optional
- If user wants to save the Case as a draft, then take off Pick Mark from the check box and save.
5.1.2 Search Case

1) Select View type in dropdown and click ‘Go!’ button
2) Click Case Number to view Case Detail
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- Case Owner
- Dealer Information
- Production Information
. User can see the machine information such as Delivery date, Warranty expired date and etc.
- Model Manual
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. User can get various manual files through “Model name” such as Operation Manual, Shop
manual, Labor Time Guide, Spec Sheet, Circuit, Performance and etc
- Optional Information
- Failure Information
- Subject Information
- Related Serial No
- Comments
- Solutions
- Articles
- Return Parts
When Doosan requests to return back the defective parts for investigation, User can monitor
the status of the parts return process by Invoice no. Parts shipping date and etc.
- Attachments
User can attach any type of files related to the Case.
- Activity History
User can keep the telephone history about Case.
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5.1.4 Edit Case

Click Edit Button and modify information and save the case
5.1.5 Close Case

A case can be closed only by a user who generated the case. When a case is closed, dealer/DSM
rates satisfactory Level in survey field.
1) Select ‘Closed’ status

2) Rate Survey
- Very Dissatisfied
- Dissatisfied
- Normal
- Satisfied
- Very Dissatisfied
3) Add Comments if necessary
4) Click ‘Submit’ Button
5.1.6 Related Serial No

In case that there are more machines related to the Case, User can add more machine serial
numbers through “New Related Serial No”.
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5.1.7 Comments
Input contents for a case to ask additional inquiry.
User can see the comments of Doosan and respond about additional requests of Doosan.
Basically, Doosan and User communicate through “Comments” function
5.1.8 Solutions
Input a solution for a case. Multiple solutions can be input.
When Doosan provides “Solution” to the Case, User can see the solution though “Solution”
function. In “Solution” section, Doosan and User can attach images and it is the difference between
“Comment” and “Solution” functions.
5.1.9 Articles
A solution can be input by a user directly. It also can be found through a search of ‘Article’ and
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added as a solution to a case.
1) Click ‘Find Article’
2) Article Results for the case will be displayed

①
②
③
① Search Contects and click ‘Go!’(e.g. Wheel Loader)

② Search results display in Article Result
③ Attach to Case | Attach & Go to Case
- If use selects Article and click ‘Attach to Case’, user can find Attached Article in Case Detail
④ Click Article Title to vew detail of the Article
5.1.10 Return Parts

Add return parts information in Case Detail.
It is used for a request of returning defected components of equipment in order to solve a case.
1) Click the ‘Doc No’ Link or Edit Link
2) Below Return part Edit screen will be displayed
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3) Input Invoice No, Shipping information, Arriving schedule, etc.

- User should attach Invoice file when they register return parts.
5.1.11 Activity History

Track Case change history (Case assignee or status change happens, etc)
1) It displays a timeline, history of modification, provide user to select edit/delete function for the
each subjects.
2) Log a Call
Create an activity information including assignee, task information, priority, due date, etc..
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6. Equipment Management
6.1 Equipments
It shows information of all equipments of a dealer has.
6.1.1 Equipment Home Tab

A page by clicking ‘Equipment’ Tab is as below.
6.1.2 View Equipment option

User may select view option by product group
- All : All equipment information displays.
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- Crawler Excavator : Information of ‘Crawler Excavator’ equipment only displays.

- Wheel Excavator : Information of ‘Wheel Excavator’equipment only displays.
- Wheel Loader : Information of ‘Wheel Loader’equipment only displays.
- ADT : Information of ‘ADT’equipment only displays.
- Breaker : Information of ‘Breaker’equipment only displays.
6.1.3 Equipment Detail Information

View Warranty, Claim history, Case history, Main component information, Option, Test Results
information of related Equipment
1) Click Model No. to see the detail information
2) Equipment information in detail

User may find model detail information such as Manual, Specsheet, Circuit, etc..
3) Click each item to get the attached information.

For example, if user clicks S470LC Manaul shop in above screen, related manual will be displayed.
So, user can download the file or subscribe it
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User can cast a vote on the Contents.
6.3 Part Search.
6.3.1 Part Search.

In order to find Part information, User can use Part Search by Part no. Part description and Model.
1) Part No. in detail

It shows detail information of the part such as Claim report.
Also it linked to Doosan GPES system to find out related information.
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7. Analytics
Dealer can create or run reports in NEX2U PLUS Partner portal.
7.1 Reports
7.1.1 Reports Home Tab

User may view reports about Equipments & Case.
③ ④
① Enter keyword and click ‘Find Report’

② Folders
Select Folder and Click ‘Go!’ Button
- Customer Case: Reports about Case
- Equipment: Reports about Equipment
③ All Reports
Displays all reports
④ Recent Reports
It shows report recently created
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7.1.2 Report detail
① ②
① Run Report
Run a report about Equipment & Cases
② Hide Details
Hide report details
END OF DOCUMENT
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User Manual for NEX2U PLUS of Doosan Infracore

Doosan Infracore Co.

DICE AP/E Product Support Team

1. Quick Search Index ……………………………………………………………………….. 3

2. System Log in/ Main Home

1. Quick Search Index

Tab Functionality Page

2.1 Reset Password

An email message for password setting looks as below.

2.2.1 System Log In

2.2.2 Privacy Agreement

2.2.3. Main functions of Home

* Information Search Logic

- It is a place where a user input search words.

2.3 Personal Information

2.3.1 Profile View

2.3.2 Profile Edit

2.3.3 Change Password

1) Validation for User

2) Request for Activation code

3) Confirm Activation code

4) Input the Activation code received from the system

3.1.1 Account Home

3.1.2. View Account Details

1) Edit Account Information

② Modify Account Name/ Main Biz Type

③ Click ‘Save’ button

2) Google Map Information

3) Other Account Details

- View warranty condition

3.2.1 Contact Home Tab

3.2.2 View Contact

3.2.3 Contact Detail Information

3.2.4 Create Contact

1) Click New Button in Contacts Tab

2) Fill in information about new contact.

3) Save | Save & New | Cancel

4.1.1 Search Articles

4.1.2 View Article Detail

4.2.1 Bulletins Home Tab

4.2.2 Search Bulletin

4.2.3 View Bulletin Detail

4.2.4 Email notification for Published Bulletin

4.3.1 Library Home Tab

4.3.2 Search contents in Library

① Category drop down menu

4.4.1 Contents Tab

4.4.2 Search Contents

② Display the result.

- Technical: Serial No and Part No is mandatory.

5.1.1 Register New Case

- Subject: It categorizes a subject that causes a case. Once it is saved, it can be

5.1.2 Search Case

2) Click Case Number to view Case Detail

5.1.4 Edit Case

5.1.5 Close Case

1) Select ‘Closed’ status

5.1.6 Related Serial No

added as a solution to a case.

1) Click ‘Find Article’

2) Article Results for the case will be displayed

① Search Contects and click ‘Go!’(e.g. Wheel Loader)