Toughbook Service Cloud Presentation & User Guide

Toughbook Service Cloud

Presentation & User Guide

March 2019

4 main functions:

• Knowledge Base: Contains After-Sales information and Frequently Asked Questions)

• Request a Repair: Arrange your own repair and request a collection date directly with DHL

• My Assets: Register your Toughbook & Toughpad devices, check warranties and activate additional warranties

• Ask Support: Contact our multi-lingual helpdesk for support in 5 languages

Toughbook Service Cloud

Toughbook Service Cloud is the European

Customer Helpdesk, Repair Booking & Warranty

Registration System

Available in English, French, German, Spanish and

Italian @ https://Toughbook.custhelp.com

https://toughbook.custhelp.com/

How to Sign Up To Toughbook Service Cloud

1. Click on Log in or

Sign up

2. For new customers

choose ‘If your

organisation does not

yet have a Customer

Support Identifier or if

you do not know your

CSI, Request CSI’

and complete your

company details

3. The Helpdesk will

receive your request

and issue a CSI

1

2

How to Check a Warranty by Serial Number

Once logged

in, go to:

1. My Assets

and

2. Check

Warranty

Status.

3. Enter

Model and

4. Serial

Number of

your

device and

then click

5. Submit.

1

2

3

4

5

How to Check a Warranty by Serial Number

Warranty

information

will then be

displayed.

Click on:

1. My Assets

to view

registered

assets.1

How to View Assets

• Note that only

assets

registered in

Toughbook

Service Cloud

will be

displayed

here.

• Click 1. to

expand the

list of assets.

• Note that My

Assets is also

available as a

direct link in

the navigation

menu (2).

1

2

How to Request a Repair

Click on

Request a

Repair either

in the top

menu or the

tile

1

1


1. Enter your Model

Number and Serial

Number to validate

the warranty status

of your unit.

2. Click the “Continue” button to proceed

Use this link to

request multiple

repairs at the same

time


1. Enter a description

of the fault you have

experienced with the

device 2. How often you are

experiencing the fault?

3. Enter what you

believe to be the

cause of the fault

How to Request a Repair 10

4. Enter the fault

symptoms for the asset

** you must select a the

lowest level of fault here.

This is done by clicking the

next to the label to expand

the selection. E.g. ‘Hinge

Damage’ is a bottom level

fault.

NEW! Customer Reference ID field

which can follow the device through its

repair including the printed Customer

Service Report printed and returned in

the box.



Choose ‘Yes’ if you would

like us to quote you for any

cosmetic damage when we

inspect your unit for repair

5. Reformat Hard-

Drive: Choose ‘No’ if

you do not want to

enable our repair

centre to erase the

data on your HDD /

SDD when completing

the repair


Delivery address to which

you would like us to return

the asset after repair

You are able to change the

delivery address for the

repair of an asset

Note that Billing Address is

only used for Out of Warranty

repairs


billing address for the repair of

an asset here:

Tell us whether you would like us to collect the

unit or whether you would like to arrange your

own shipment (if ‘Yes’ see next page)

You can add a new billing /

delivery / collection address

here:


Collection address which you

have provided for us to collect

the asset for repair

‘Request Repair’ button will

validate the details you have

provided and submit your request


collection address for the

repair of an asset

Select your required

collection date and inform

us if you would like us to

provide packaging.


NEW Global Service

explanation


Repair request reference number is provided

How to View Repair Requests 1

NEW! Repair requests

are visible on the Home

Page


You will see ‘My Repair Requests’ at

the top, which shows the Repair

Requests that the user has created in

a list. The status of the Repair

Requests are also shown and you can

click on the Model Number to see

more detail.

To see Repair Requests that your

colleagues have added to Service

Cloud, click on ‘See all repairs for my

company’.

All repairs linked to your Customer

Support Identifier will be shown in a

list. Click on the model number to see

the full details (next page).


Repair Request details

will be shown in full for

the selected device (NB

Serial will be shown, it has

removed on this guide for

data protection purposes).

Customer Service Report

(printed copy returned

with the repaired device)

will also be attached

here.

Serial no.

Serial no.

Warranty Registration Email Confirmation

Email also sent for

multiple registrations

(uploaded via csv

template) and Extended

and Accidental Damage

Warranty Activations

(see pack on next slide)

Warranty Activation Packs

Activating a Warranty 1

Contact Us!

[email protected]

German: 08007 235 211

English: 08000 884 324

French: 0805 636 449

1

mailto:[email protected]

Toughbook Service Cloud Presentation & User Guide

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