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FAQ

Table of Contents

A. Program FAQ

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B. Administrative FAQ

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C. Reporting

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D. microPOD FAQ

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E. Service advisor using dashboard-service advisors FAQ

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F.Menu related FAQ

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G.Error Notifications and what they mean?

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H. Pricing Set-up Manager

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I. Integration FAQ

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J. Online Service Scheduling (OSS) FAQ (setup and use)

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K. electronic vehicle inspection report (EVIR) - FAQ (Optional Program)

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L. Personalized Service Welcome (Optional Program)

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The wiADVISOR dashboard is a single interface for tablet or PC designed to streamline the service lane write-up processes in order to enhance the customer experience. Features and benefits include: Online Service Scheduling, electronic advisor walk-around, VIN- specific maintenance menus, professional estimates, retail presentation tools and much more.

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A. Program FAQ

1. Why should I be on this program?

a. wiADVISOR dashboard and other tools from wiADVISOR provide step-by-step guidance in making the customers' service experience at your dealership effective and satisfying.

b. Experience with the system proves that you will sell more service and the customer vehicles will receive better maintenance.

c. The write up, hand off to technician, vehicle inspections, and repairs will be more efficient, more effective and consistent with every customer.

d. The net effect is to improve your customers' satisfaction and loyalty to your dealership so they will continue to purchase vehicles from you and bring their service needs to your service department.

2. How much additional time will be needed with each customer?

a. Industry research has found that it takes approximately 20 minutes to have an effective consultation with a service customer.

b. A wiADVISOR consultation does not add additional time, but simply allows the advisor to focus more on the customer by providing an efficient and effective service experience for the customer.

3. Has this program worked elsewhere?

a. The tools included in wiADVISOR have been implemented in hundreds of dealerships across North America.

b. In every case, there has been an increase in service and parts sales, in profits, and in customer satisfaction.

In addition, the service personnel experience less stress and more satisfaction in the service they provide

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their customers.

4. All I see is a la carte items, we sell packages, how will that work?

a. Manufacturers recommend particular services at particular intervals. The wiADVISOR menus reflect these services.

b. The wiADVISOR menus allow for Dealer Recommended Services. c. Simply make sure that all the factory required and dealer recommended services in wiADVISOR match the

DMS pricing for that interval.

5. Can we modify the menu? Because we include a fuel injector service & an alignment with our 30K's even though Chrysler doesn't recommend it

a. Yes. You may add the Dealer Recommended Services to the menu. b. In the interest of the transparency that is necessary to regain the trust and loyalty of the public, it is important

to distinguish between the factory recommended service and your dealer recommendations (and explain why you recommend service beyond what the factory requirements might be).

6. How much is this program? a. The charges for wiADVISOR will be determined by Chrysler.

7. What are the advantages of the program?

a. The "tools" provided with wiADVISOR improve the consistency and transparency of the service experience. b. This consistency and transparency will improve customers' satisfaction and build their trust, loyalty, and long

term service and sales retention. c. Experience with the system proves that you will sell more service and the customers' vehicles will receive

better maintenance. d. Dealership personnel whose income is tied to service sales and customer satisfaction can increase their

income.

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e. The write up, hand off to technician, vehicle inspections, and repairs will be more efficient. f. The customers will receive a consistently excellent service experience when they come to you for

maintenance and repairs. g. Trusting, loyal customers will return to your dealership for future vehicle purchases and for all their

maintenance and repair needs. h. All together, this will increase the profitability of your service department and dealership.

8. How do I know the menu is accurate? a. The pricing wizard and initial set-up assist you in matching your pricing. b. Make sure that if an advisor or cashier comes across any price discrepancy in the menu, a process is set up

to notify the wiADVISOR administrator in your store to make any needed adjustments.

9. Is my data secured? a. The data that wiADVISOR utilizes is housed in a secure environment approved by Chrysler. b. The data that wiADVISOR stores is redundant to your DMS data.

10. Can other dealers see my data? a. There is no way other dealers can access your data through the wiADVISOR tools.

11. What if I do not want to be on the program? a. wiADVISOR will be rolled out to all Chrysler, Dodge, Jeep, Ram and FIAT dealers.

12. How much time will it take for me to set up the menu?

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a. The Pricing Wizard is designed to make the task of setting up your menus a quick and efficient process.

b. The actual time will depend on your interruptions during the process.

13. Who do I contact with questions? a. Questions regarding communications, hardware and wiADVISOR functions should be directed to program

specialists at 1-888-wiTECH1 (948-3241) wiADVISOR support team.

14. Will it integrate with my DMS? a. The five most common Data Management Systems in use by dealerships either currently integrate with

wiADVISOR, will integrate in the upcoming weeks, or will in the near future. wiADVISOR is currently certified with DealerTrack and AutoMate. ADP, Reynolds & Reynolds and AutoSoft will be supported in the near future.

15. What if my DMS is not a program supported DMS?

a. The five most common DMS systems in use, covering 85% of the Chrysler dealers, are either currently able to integrate with wiADVISOR or will be in the next few weeks, and the others will be integrated in the future.

b. Right now wiADVISOR is certified with DealerTrack and AutoMate. ADP, Reynolds, AutoSoft will be supported in the very near future.

c. You can enjoy many of the benefits of the wiADVISOR tool even if your DMS does not support integration. There will be slight differences including: i. You will get your appointments from your wiADVISOR (via email), rather than having them available on the DMS. ii. Customer data will be available on wiADVISOR if they have been previously loaded into the data base. iii. After the customer leaves, you will enter the data from the Pre-write RO into your DMS to generate an RO.

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16. I did not get my hardware, what do I do? a. Contact the wiADVISOR support team at 1-888-wiTECH1 (948-3241); they have arranged to supply the

hardware you requested.

17. I missed my installation call, what do I do? Call the wiADVISOR support team at 1-888-wiTECH1 (948-3241); you will be connected to the roll-out/setup specialists who will arrange a new schedule.

18. Why should I invest the time to price my menus?

a. Industry research, supported by the decline in dealership service loyalty, shows that our service customers do not believe that the dealership is price competitive and there is a certain distrust in our pricing.

b. By including pricing on the Online Service Scheduler and on your maintenance roadmaps and menus, you provide a transparency that rebuilds the trust in your service customers (active and potential customers).

c. Experience shows that accurate and consistent pricing will increase your service business and profitability.

19. My menu is priced, what do I do next?

a. You can turn on your Online Service Scheduler website and begin accepting appointments from your customers.

b. You are ready to begin using wiADVISOR on your service drive to experience the benefits of this valuable tool.

20. I have a new advisor. How do I get them trained?

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a. A Service Advisor Training Module will be coming soon from Chrysler Academy.

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b. This wiADVISOR Reference Manual is written in such a way that it can be used as training manual for a new

hire that is unfamiliar with wiADVISOR.

c. The manual is also valuable for the new advisors to look up areas they are not confident with and refresh

their training.

21. How do I add a Dealer Recommended Service to my menus?

a. wiADVISOR has pre-loaded a wide selection of Dealer Recommended Services in the pricing guide to get you started.

b. If you would like to use a service that is not currently listed, please contact the wiADVISOR support team at 1-888-wiTECH1 (948-3241) or by email at dashboard@.

c. By calling Program Headquarters, you can reach experts for each of the wiADVISOR tools. They can advise you on what can be done to enhance the program and how to accomplish any changes that you wish to make within the scope of the wiADVISOR system.

22. I have an idea or suggestion that I feel will enhance the program. Who do I tell?

a. wiADVISOR is committed to providing you with the most comprehensive VIN-specific maintenance menus on the market.

b. Please pass your comments/suggestions along to your Account Manager or the wiADVISOR support team at 1-888-wiTECH1 (948-3241) or by email at dashboard@ and we will check our development/ release schedule to confirm whether or not your suggestion is already on the list.

23. I understand that I have some network wiring to address; what are the requirements? a. There are some network cabling requirements to connect the wiADVISOR WiFi router to the internet. b. Contact the wiADVISOR support team at 1-888-wiTECH1 (948-3241) to learn specific requirements and

suggestions.

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24. What are the system requirements to utilize wiADVISOR? a. Contact the wiADVISOR support team at 1-888-wiTECH1 (948-3241) or by email at dashboard@

for further assistance.

B. Administrative FAQ

1. How do I recover a lost password?

a. At the log in screen (chrysler.) there is a prompt to click `Forgot your password? Click here'.

b. What if I forget my User Name? i. Generally, your user name is your S-ID, if you're still having difficulty, please contact your dealer administrator. They can go to the manage user tab, look up your name and give you your user name.

2. How do I change my department hours? a. The dealer administrator can go to Admin/Dealer profile/Location & Hours. Then click on the department you

wish to edit (Sales or Service), then look for tab on the right marked `hours'. Make your edits and then be sure to click `Save".

3. How do I add a new employee?

a. Select "Administration"; then click on: "OMM Admin" from the navigation panel on the left.

b. Shade over the "Admin" tab from the navigation panel at the top and select "Manage Users".

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c. Click the "Create" button on the bottom right side of the screen.

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d. Select the "User Type" from the drop down menu and enter the user's first name, last name, phone #,

username and password.

e. Click the "Save" button at the bottom right side of the screen.

4. How do I delete a user?

a. Select "Administration"; then click on: "OMM Admin" from the navigation panel on the left. b. Shade over the "Admin" tab from the navigation panel at the top and select "Manage Users". c. Select the user that you would like to delete ? the line will change to turquoise. d. There should be a check mark in the "Enabled" box below ? remove the check mark to disable the user. e. Click the "Save" button at the bottom right side of the screen.

5. How do I change my password? a. Once you log in, select "Profile"; then click on: "Reset Password" from the navigation panel on the left.

6. Please note at some point the system will be accessed directly through DealerCONNECT.

C. Reporting

1. Is there reporting available for the wiADVISOR program? a. Yes. There are a full range of reports available for anyone with administrative rights. Log in and look at the

tabs for the Reports tab down the left side, click on the On-Demand reports to see what is available. b. The reports are designed to reflect program usage, ROI and advisor performance as well as to assist in

tweaking advisor sales training at your dealership.

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D. microPOD FAQ

1. What if the microPod does not read?

a. Make sure the ignition switch is on. b. Refer to the Supported Vehicle list published on the Knowledge Base (kb.) and make sure it is

indeed a supported vehicle (from 2008 and some models earlier are supported). c. There may be rare cases where the vehicle has a problem which prevents it from communicating with the

microPod. d. Do the lights come on the microPod (ensures the microPod is getting power)? If not, try plugging the

microPod back in again. If there is still no power, then move forward with the service drive process so as not to hold up the customer. Afterwards, check the microPod on another vehicle to see if it is getting power. If not, contact the wiADVISOR support team at 1-888-wiTECH1 (948-3241). e. If the lights on the microPod indicate that the microPod is receiving power, then check to see if the red and green lights flash repeatedly after the microPod has read the vehicle. If it did not flash alternating lights, then make sure the ignition is on and re-plug the microPod back in. If it does not read properly this time, then move ahead with the write-up process so as to not make the customer wait. Try it on another vehicle after the customer has left, and if it still does not work, then contact the wiADVISOR support team at 1-888-wiTECH1 (948-3241).

2. What if the microPod flashes, signalling a successful reception of data from the vehicle, but no arrival

notification appears on the wiADVISOR Dashboard?

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a. Check to see if wiADVISOR internet connection is working properly.

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b. Make sure that you have not hidden a previous notification as the arrival notifications stack up in a queue

that remembers the order. Simply click out of the dashboard screen and then back in and see if there are any

notices.

c. Make sure that you have the correct microPod that is assigned to you. Each advisor has their own microPod

and the arrival notice will only display for the advisor that particular microPod is assigned to.

d. Make sure that your wiADVISOR session is still live and has not timed out. You can do this by clicking to

another screen and then clicking back. After a period of inactivity, the system will time you out and you will

need to log back in to see the arrival notice.

e. If not, try plugging the microPod back in. If it still doesn't read, proceed with the service drive process by

manually entering the VIN or selecting Customer Name or Phone Number (you never want to delay the write-

up process). Then, check the microPod on another vehicle. If it still doesn't function, contact the wiADVISOR

support team at 1-888-wiTECH1 (948-3241).

3. What if I lose my microPod?

a. Dealer Admin should go to the reporting section and pull the microPod usage report. The first page has the serial number of the microPod (find yours) as well as the last vehicle the microPod successfully was plugged into. Then find that vehicle (or call the customer) and check to see if the microPod is still plugged in.

b. If you cannot find the microPod and need a replacement, contact the wiADVISOR support team at 1-888wiTECH1 (948-3241).

4. How do I assign a microPod to a new employee? a. Contact wiADVISOR support team at 1-888-wiTECH1 (948-3241), or visit portal. and click on

"Manage Assets" tab after login.

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E. Service advisor using dashboard-service advisors FAQ

1. How do I log into the program?

a. Go to chrysler.. b. Enter your username and password. c. In the top left corner of the main portal screen, you will see "Welcome `your name' of..." - click on the 3 little

dots. d. Click on your dealer name (it will turn dark grey) and click "Select". e. A navigation panel on the left will appear. f. A more detailed description of the login will be available from the Advisor Dashboard Manual in the

"Preparation for the customer's arrival" section.

2. I've logged in but I can't see my account.

a. Once you log in, in the top left corner of the main portal screen, you will see "Welcome `your name' of...". Don't forget to click on the 3 little dots.

b. To review the complete login process check the "Preparation for the customers' arrival" section of the Advisor Dashboard Manual.

3. What if the screen kicks me out and puts me back to the login screen? a. After 20 minutes of inactivity, the communication link may "time out". b. Log back on and continue serving customers.

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4. Why should I follow all of the steps on the dashboard?

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a. All the steps are necessary for a proper service experience for the customer.

b. Experience with the system proves that you will sell more service and the customer vehicles will receive

better maintenance.

c. The write up, hand off to technician, Inspection Report, and repairs will be more efficient.

5. Can I return to previous screens to correct or add information? (Walk Around Inspection for one instance)

a. If you are on the Pre-service write up prompt, you can cancel the page and go back to the Dashboard. b. Keep in mind that for almost all scenarios, you can use the Pre-service write up screen to add anything that

you had missed entering on the Dashboard. c. In terms of the Walk Around Inspection, there is 1 opportunity to enter your notes (After the microPod

decodes vehicle and customer information). If the user accidentally cancels the Walk Around Inspection, they can retrieve it by clicking "Decode VIN" ? This will refresh the page and load the Walk Around Inspection but the user will need to enter the notes again. d. For dealers using the Technician Dashboard, there is an opportunity to view/edit the Walk Around Inspection after the inspection is launched by the Advisor. This would require the Advisor to retrieve the inspection report and enter their notes on the Walk Around Inspection interface within the Technician Dashboard.

6. When do I correct customer/vehicle information? a. After selling appropriate services, you will be presented with a pre-write. The customer information can be

edited on this screen.

7. When can I or should I print roadmaps or menus? a. A maintenance roadmap should be printed for a new sales customer by the F&I manager or salesperson,

if your dealership has signed on to the Personalized Service Welcome / Pit Stop (an optional program component). Contact the wiADVISOR support team to learn more, or order online at portal/

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