1. Click to edit Master title style
• Click to edit Master text styles
– Second level
• Third level
– Fourth level
» Fifth level
Navigating the Mechdyne Support Portal:
Using a Pivot Account
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2. Navigating Pivot: Mechdyne’s Online Service Database
Click to edit Master title style
To continue to provide excellent customer service, the Technical
Service Department at Mechdyne has adopted a new database.
• Click to edit Master text styles
– Second level
• Faster • Third response level
times
• Better communication
– Fourth level
» Fifth level
• Enhanced tracking capabilities
The following Slideshare will walk you through some simple
navigational changes in the system interface.
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3. A/V Support Portal
This Click page gives to you edit access Master to all methods title required style
to contact a Mechdyne On-Site
Technician.
Request Assistance
• You have the ability on this page enter an
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• Click to edit Master text styles
incident directly
• This incident information gets delivered directly
– Second level
to the Mechdyne onsite technicians
• Third level
• You can expect a response with in 1 hour
– Fourth level
Pivot & Pivot+ Log-» in
Fifth level
• If you were assigned a Pivot account please log in
here
• You have all of the same capabilities as the Web-form
but you are able to see prior requests
Alternative Contact Information
• US 1-800 Number
• A/V Support Email Address
• Both the phone number and the email address
are setup to route to multiple technicians at once
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4. Initial Pivot Account Setup
When Click accessing to edit the new Master system for title the first style
time, you need to log in using your
username and password received via email. The system will immediately prompt you
to change your password. To change your password after this initial setup, please email
service@mechdyne.com or create a case requesting that your password be reset.
• Click to edit Master text styles
• Customers received a
– Second level
new login and password
• Third level
via email.
– Fourth level
» Fifth level
• Log in using the system
generated information
received via email.
• You will be
automatically routed to
this page.
• Follow screen directions
to change password.
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5. Home screen
Using Click the navigational to edit bar, Master customers title and service style
engineers can access all case-critical
information.
Home
• Initial screen you

• Click to edit Master text styles
see at login
– Second level
Log a Case
• Enter new service
• Third level
– Fourth level
» Fifth level
request
View Cases
• Track open service
requests
• Add information to
open service
requests
• Review service tech
comments
• Review closed cases
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6. Entering a service request
Click to edit Master title style
Enter a new service request from
the Log a Case tab.
To initiate a service request
• Click to edit Master text styles
• Fill in the name of the room or
– Second level
location that the incident is
occurring • in, Third the more level
precise the
better
– Fourth level
• Select the type if incident being
» Fifth level
reported
• Give a quick summary of the issue
in the Subject line.
• Describe any additional notes or
requests.
• Submit the request.
You will immediately receive a
confirmation email assigning the
request a number.
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7. Ongoing communication
Every time a service engineer adds a comment to the case log, you will receive an email. To
respond Click to the to email, edit use Master the link provided title (see arrow). style
These email communications are logged in
the case file and available for your review. If the link doesn’t seem to work going to
www.mechdyne.com/service and logging in will show you your cases and you can then go to the
case number referenced in this email.
• Click to edit Master text styles
– Second level
• Third level
– Fourth level
» Fifth level
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8. Viewing case list
  
Click to edit Master title style
To view your open
cases, click on the
View Cases tab.
To view closed cases,
click on the View
Closed Cases button.
• Click to edit Master text styles
– Second level
• Third level
– Fourth level
» Fifth level
To view all open cases
at your location, click
on the View All Cases
button.
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To view case details,
click on the subject
description of a
specific case.
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9. Viewing case details
Click to edit Master title style
Case details are visible on the View
Cases page.
• Click to edit Master text styles
From this screen, you can review for
an individual – Second case the level
status and all
past updates.
• Third level
– Fourth level
Using the buttons at bottom of the
case status page, you can » Fifth add
level
comments and attachments into the
case history (photos, screenshots, etc).
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10. Adding information to case log
Using Click the buttons to edit at the bottom Master of the case title details style
page, you can add comments and attachments
into the case history (photos, screenshots, etc.).
• Click to edit Master text styles
Comments
Type – comments Second into level
text box provided.
Submit request
• Third level
– Fourth level
» Fifth level
Attachments
Directions for adding an attachment are provided on
screen.
When you are done uploading files, click done to return
to the previous page.
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11. Communicating case closed
You will receive an email notification when a case has been closed. Example below.
Click to edit Master title style
• Click to edit Master text styles
– Second level
• Third level
– Fourth level
» Fifth level
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