SOS Web User Guide

SOSSM Services Web
Version 2 Released October 2013
Customer Services Support
Caterpillar Confidential Yellow
SOSSM Services Web

Customer Landing Page
Sample Details
Sample Actions
Component History
Equipment History
Data Comparison
Sample Label
Maintenance
Advanced Search
Reports
Administration
Home
Selecting HOME will
redirect based on
user type
Customer users
will access the
landing page
shown at right
Dealer users will
access the
Advanced Search
page
3

The Customer
Landing Page has
two sections:
Sample Summary
Sample Results
Sample
Clicking aSummary
box or bar in the Sample Summary
section will populate all samples meeting that
criteria in the Sample Results section located at
the bottom of the Customer Landing Page
Sample counts for the customer fleet based on:

Alert Level (Action Required, Monitor, No Action Required)
Indicates overall evaluation assigned by the lab during sample interpretation
Status
(New, In Progress, Closed)
Indicates status of the sample after interpretation
Activity
(Action Taken, Email Sent, Dealer Consult, None)
Indicates activities performed on In Progress samples in SOS Services Web

5
Sample Results
Sections & Functions:

Sample Results
Search, Sort &
Filter
Print Reports
Acknowledge & Close Samples
Access Sample Details
Access Equipment History
Sample Results
Results are displayed in four sections:

Equipment Information
Ownership & Location Information
Sample Information
Recommendation
(Interpretation Text)
Search & Filter
Users can search or filter the sample results in five ways:

Search Within Results
Saved Groups
Filters
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Saved Filters
Date
Search Within Results

Search sample results by:
Equipment Serial Number

Unit Number
Label Number
Work Order Number
Manufacturer & Model
Note: All searches require a 3 character minimum

except Unit Number which requires only 2
characters
Saved Groups
Sample Results can be
filtered by Groups
Groups are subsets of the
equipment fleet based on
customer and/or jobsite
Groups are set-up by the
user on the Admin tab
10
Filters
Additional Filters
General Filters
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Alert Level
Status
Indicator
Activity
Dealer
Customer
Jobsite
Region
Area
Family
Model
Manufacturer
Component
Fluid Type
Saved Filters
Users can save common
filter sets using the Save
Filters button in the
Applied Criteria section
Saved Filters can combine
any combination of filters
applied in the General
and/or Additional filters
sections
12
Applied Criteria
The Applied Criteria
section will display all
The
filters
thatdefault
are criteria
being applied for the customer
landing page are Action Required, Monitor
applied
Compartment, and New.
These
filters
are applied
This
means the page will automatically load
samples inmade
the new
from any
selections
instatus with alert levels
of Action Required or Monitor Compartment.
Saved Groups
Additionally
Saved
Filtersif a default group has been applied
by the user, the group filters will also be applied
General
Filterswhen the page is loaded.
automatically
Additional Filters
13
Date Filters
Users can also filter sample results by date:

Last 30 Days
Last 7 Days
Yesterday
Today
Date filters do not appear in the Applied Criteria section

Additional date ranges can be applied on the Advanced Search
14
Sort Results
Users can sort sample results by:
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Newest to Oldest
Oldest to Newest
Unit #
Serial #
Customer Name
Jobsite
Area
Region
Sample Type
Lab Number
Status
Activity
Sample Details
Clicking the Lab Number (ex. CCFV-42286-0014) anywhere in

the application will bring the user to the Sample Details page
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Sample Details
Equipment Details are displayed in the upper left

including:
- Serial Number
- Unit Number
- Manufacturer & Model
- Ownership & Location
- Component
- Meter Reading
- Work Order Number
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Sample Details
Sample Information is displayed in the upper center section including:

- Sample Date
- Lab Number
- Alert Level
- Label Number
- Status
- Ship Time
- Activity
- Barcode (Yes or No)
- Attachments
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Sample Details
Fluid Information is displayed in the upper right

section including:
- Calculated Meter on Fluid
- Meter on Fluid
- Fluid Brand
- Fluid Weight
- Fluid Change (Yes, No, or Unknown)
- Filter Change (Yes, No, or Unknown)
- Makeup Fluid
- Kidney Loop (Yes, No, or Unknown)
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Sample Details
Recommendations and Sample Data are available

in the bottom two sections of the page.
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Sample Data
Data is divided into four sections:

- Wear
- Oil Condition
- Additives - Contamination
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Sample Details
On the Sample Details page, users can perform several

activities including:
- Acknowledge & Close a Sample
- Acknowledge & Consult the Dealer on a Sample
- Acknowledge & Start a Sample
- Send Message
- Print Report
- Escalate Sample
These activities are explained in the next few slides.
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Acknowledge & Close a Sample

Selecting Acknowledge & Close will move a sample from
the New status to Closed
Samples can be Acknowledged & Closed on the Sample
Details page and the Customer Landing Page
Samples with an alert level of Action Required require the
user to provide additional information that is described in
the Sample Actions section
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Acknowledge & Consult the Dealer

Selecting Acknowledge & Consult will move a sample from
the New status to In Progress
Users will be allowed to enter a message asking the dealer
a question regarding the sample
Dealers designate the default recipient of Consult emails,
but users can add additional recipients
Consult emails contain the following information:
Link to Sample Details
User Message
User Contact Information
24
Acknowledge & Start a Sample

Selecting Acknowledge & Start will move a sample from the
New status to In Progress
This activity is intended for samples that require
maintenance to be scheduled and performed before they
can be closed.
Starting samples will remove them from the default list of
sample results on the Customer Landing page since their
status will no longer be New. This allows users to
continually be prompted with the newest samples that
require immediate attention.
In Progress samples are similar to a Pending list
25
Send Message
Users can add one or several recipients
Users will assign a priority to the email:
Information
Urgent
Warning
Emails contain the following information:
26

Sample Recommendation
User Message
Print Report
Sample reports can be requested from:
Sample Details Page
Sample reports will be emailed to the user
27
Escalate Sample
Escalation is intended to be used notify another party that a
sample required attention. The subject line of the email will
contain the words Escalation
Users can add one or several recipients
Emails contain the following information:
28

Sample Recommendation
User Message
Sample Actions
Users can access the Sample Actions page from the Sample
Details page
29
Sample Actions
Several sections on the Actions Page are

identical to the Sample Details page including:
- Equipment Information
- Sample Information
- Sample Activity Buttons
- Recommendation
30
Sample Actions
New sections on the Actions Page include:

- Sample Log
- Action Taken
31
Sample Log
The sample log contains
information on all activities
performed on a sample in SOS
Services Web including:
32
Close a Sample
Consult the Dealer on a Sample
Start a Sample
Send Message
Escalate Sample
Add Attachment
Reported Actions
Sample Actions
In order to close an Action Required Sample, users must report the Actions
Taken.
Users have the option to report that no action was taken by selecting No
in the area circled below.
The user is then prompted to enter comments regarding why no action was
taken. These comments are available to the lab and will be reviewed
during future sample interpretations.
33
Sample Actions
Choosing Yes will prompt
users to enter the following
information:
Reported actions are available to the lab and will be

Action from a
reviewed during future sample interpretations
list of options
Cost (optional)
Resultsbut will leave the sample in the
Choosing Submit will report theactions,
In Progress Status
Problem Solved Yes or No
(optional)
Choosing Submit & Close will report
the actions and move the sample
to the Closed Status
34
Component History
Users can access the Component History page from the Sample
Details page
35
Component History
Users can export historical data in PSV (text file) format by

selecting the Export History button.
The PSV file will be emailed to the user and can be opened in
Excel.
36
Component History
A summary of historical samples for the component is
displayed at the bottom of the screen. This summary
includes:
- Sample Date
- Alert Level
- Status
- Indicators
- Attachments
- Meter on Fluid
- Fluid Change (Yes, No or Unknown)
- Filter Change (Yes, No or Unknown)
- Makeup Fluid
37
Component History
Alternatively, users can user the Data Comparison section to

review multiple samples simultaneously in tables and graphs.
Sample Data can be review by selecting the View Data link

for each sample.
38
Data Comparison
Ability to compare
data from:
Single
Component on
one Serial #
Multiple
Components on
one Serial #
Single
Component on
Multiple Serial #s
39
Data Comparison
Graph Options
Sample Set
Selected Samples
Date Range
Axis Scaling
Y-Axis (Raw, Wear Rate, Normalized)
X-Axis (Meter Reading or Date)
Chart Type
Line
Vertical Bar
Horizontal Bar
User selects from two Y-axis to group elements with
similar values and avoid scaling issues
40
Equipment History
Equipment History can be accessed by clicking the Unit #

on several pages within the application including:
41

Advanced Search
Component History
Analysis
Equipment History
Users can export historical data in PSV (text file) format by

selecting the Export History button.
The PSV file will be emailed to the user and can be opened in
Excel.
42
Equipment History
A list of all sampled components and a sample count for each
component is provided.
Expanding a component will display a summary of historical
samples which includes:
- Sample Date
- Alert Level
- Status
- Indicators
- Attachments
- Meter on Fluid
- Fluid Change (Yes, No or Unknown)
- Filter Change (Yes, No or Unknown)
- Makeup Fluid
43
Equipment History
Alternatively, users can user the Data Comparison section to

review multiple samples simultaneously in tables and graphs.
Sample Data can be review by selecting the View Data link

for each sample.
44
Sample Label
Users can access the Sample Label page from the main toolbar
Users can create labels for existing equipment by entering a

minimum of 3 characters of the Serial Number and Unit
Number
45
Sample Label
For equipment
that does not exist
in the system,
users can register
the equipment
and then proceed
with sample label
creation.
46
Sample Label
Users can select components from a preloaded list or add

additional components as needed.
47
Sample Label
To create sample labels, the user first enters information that

applies to all samples for the selected equipment including:
- Equipment Meter Hours (required)
- Sample Date (required)
- PM Interval
- Work Order
48
Sample Label
49
Next, the user first enters label

information for each component.
``````````````````````
Information from previous samples

is preloaded to assist in label
creation.
Sample Label
The user selects the desired label size for printing. Options include:
- 2 x 4 inch (10 per sheet fits Avery 5163 template)
- 2 x 4 inch Roll (works with many label guns)
- 1-1/3 x 4 inch (14 per sheet fits Avery 5163 template)
- Large (3 labels per 8 x 11 inch page)
50
Sample Label
The final step is to choose Create Label or Save to Queue.

Selecting Create Label will pre-register the sample at the laboratory and create
a barcoded sample label to be printed.
Selecting Save to Queue will save the labels in a queue to be pre-registered
and printed at a later date.
Users can access labels in the queue by selecting the Label Queue in the
upper right corner of the Sample Label page.
51
Maintenance
Users can access the Maintenance page from the main toolbar
On the Maintenance Page, users can:

- Register New Equipment
- Update Existing Equipment
- Report Fluid Maintenance
52
Equipment Maintenance
Selecting Register will send the new

equipment information to laboratory to be
set-up in the system.
Register New Equipment

Users provide:
Serial Number
Unit Number
53
- Manufacturer & Model

- Components (optional)
Update Existing Equipment

Users can update:
Ownership & Location Information
Sample & Change Intervals
Component Rebuild Information
54
All fields are populated with the equipment information
currently in the laboratory software. Users can edit all fields
with the new information.
Selecting Update will send the new equipment information to

laboratory to be changed in the system.
55
Fluid Maintenance
Fluid Maintenance allows users to report fluid activities that

occur without a sample being submitted to the laboratory
including:
Fluid Change
Filter Change
56
- Fluid Brand/Weight
- General Notes
Fluid Maintenance
Users enter the appropriate
fluid activities and select
Update
Activities are logged in
laboratory software to
maintain accurate fluid
hours
Activities are available to
interpreters for review during
future interpretations
Maintenance Log available

to all users with access to
equipment to avoid
duplicate reporting
57
Advanced Search
Users can access the Advanced Search page from the main
toolbar
58
Advanced Search
Sections & Functions:
Search
Filter
EXAMPLE CUSTOMER
EXAMPLE JOBSITE
EXAMPLE AREA
EXAMPLE REGION
Sort
Model Comparison
Access Equipment History
59
EXAMPLE CUSTOMER
EXAMPLE JOBSITE
EXAMPLE AREA
EXAMPLE REGION
EXAMPLE CUSTOMER
EXAMPLE JOBSITE
EXAMPLE AREA
EXAMPLE REGION
Advanced Search
Note: Advanced Search
returns Equipment Results
not individual samples.
Samples can be accessed
through the Equipment
History links on this page.
60
Search for equipment by:
Equipment Serial Number

Unit Number
Work Order Number
Customer
Jobsite
Manufacturer & Model
Advanced Search Filters
Users can filter results by:

Saved Groups
Filters
Saved Filters
61
Saved Groups
Sample Results can be
filtered by Groups
Groups are subsets of the
equipment fleet based on
customer and/or jobsite
Groups are set-up by the
user on the Admin tab
62
Filters
Additional Filters
General Filters
63
Alert Level
Status
Indicator
Activity
Dealer
Customer
Jobsite
Region
Area
Family
Model
Manufacturer
Component
Fluid Type
Saved Filters
Users can save common
filter sets using the Save
Filters button in the
Applied Criteria section
Saved Filters can combine
any combination of filters
applied in the General
and/or Additional filters
sections
64
Applied Criteria
The Applied Criteria
section will display all
There
default criteria for the Advanced
filters
that are
arenobeing
Search page as the user must execute a search
applied
on each initial visit.
These
filtersparameters
are applied
Search
and filters applied will be
reloaded
from maintained
selectionsandmade
in on each subsequent
65
visit to the Advanced Search page until the user

Saved
Groups
logs out.
Saved Filters
General Filters
Additional Filters
Sort Results
Users can sort results by:
66
Serial #
Unit #
Customer Name
Jobsite
Area
Region
Model Comparison
Users can select up to 10 pieces of equipment
on which to perform data comparison. Data
comparison functionality is as described for
Component and Equipment History.
67
Reports
There are seven reports available for users.
For each report, users enter the desired criteria for
the report.
Fields marked with a red asterisk are required. All
other fields are optional and will limit the results
displayed in the report.
For each report, users have choose the report
distribution method:
- Email to Requester or Alternate Email(s)
- Displayed in application in
Available Reports section
68
Participation Report
% Samples Confirmed indicates all samples that are
not in the New status. Samples in the In Progress
or Closed status are considered Confirmed.
Details provided for single

or multiple
customers
% Samples
with Documented
Actions Taken
indicates all samples for which a user has entered
Details can be provided
for jobsites
information
on the Actions page. A user reporting
that no action was taken is counted.
Details include:
Total # Samples & # Samples per Alert Level
% Samples Confirmed for all Alert Levels
% Samples with Documented Actions Taken for Action Required and
Monitor Compartment samples
69
Service Support Report
Provides summary information for samples including:
70
Alert Level
- Compartment
- Process Date
Serial Number
- Jobsite
- Interp Date
Unit Number
- Text ID
- Meter Reading
Manufacturer & Model - Sample Date
- Fluid Hours
Interpretation Text
Equipment Inventory Report
Provides fleet information including:

- Serial Number
- Model - Warranty
- Equipment Number - Jobsite
71
Sample Turnaround Summary Report
Provides Lab Metrics including:

- Sample Ship Time
- Sample Interpretation Time
- Sample Process Time - Report Distribution Time
72
Last Sample Report
The meter reading and sample date for the most

recent sample from every compartment is listed.
Compartments with no samples are displayed as
blank lines.
This report can be filtered to show equipment
under warranty.
73
Late Sample Report
Estimated Daily Usage is calculated by the

laboratory software each time a sample is
Based
on the estimated daily usage and
submitted by dividing the number of hours by the
number of days
since the
lastdate
sample.
interval,
a sample
due
is calculated
Sample Interval can be updated on the
Maintenance Page in this application.
the reported sample

for each sample.
This report displays all samples that were due in a selected date
range and the number of days overdue.
74
Sample Extract Report

This report allows users to request an extract of all sample
data for a given date range.
The data is provided in PSV (text file) format which can be
opened in Excel by:
Open file in Excel and if not prompted, highlight all data and select
Text to Columns
Select Delimited, Check Other and put the | value in the box ( |
is located above the Enter key on most keyboards and can be
selected using the shift button)
Select Finish
75
Administration
Users have administrative ability to:
76
Create and Edit Graph Templates

Create and Edit Groups
View Select Dealer Information
Create, View and Collaborate on Ideas for system enhancements
Graph Templates
There are six graph preloaded graph templates.
These templates display analysis data seen in
common fluid problems including:
- Bronze Component Wear
- Coolant Entry
- Dirt Entry
- Fuel Dilution
- Natural Gas Engine Wear
- Soot Contamination
Standard graph templates are available to all users
and cannot be edited.
77
Graph Templates
Users also have the ability to create their own

graph templates which can be viewed, edited, and
deleted on this page.
78
Groups
Users can create groups which can be used as filters on
the Customer Landing and Advanced Search Pages.
The type of groups that can be created depends on the
user.
- Customers can create groups of jobsites.
- Dealers can create groups of customer and/or jobsites.
- Cat Employees can create groups based on dealers,
customers, and/or jobsites.
The group selected as the Default Group will be preloaded
on the Customer Landing page. It is not required to select
a default group.
79
Groups
To create a new group the user selects Add Group.
80
Groups
To update an existing group the user selects Update.
81
Groups
Users can add
one or multiple
filters to their
groups.
Each filter lookup
requires a
minimum of 3
characters.
82
Dealers
Users can view dealer contact information.
83
Ideas
The Ideas page allows users to provide

feedback on the application by:
- Creating new ideas
- Commenting on other users ideas
- Promoting another users idea if it is a
suggestion they are likely to use
- Demoting another users idea if it is a
suggestion which they are unlikely to use
84
CAT, CATERPILLAR, their respective logos, Caterpillar Yellow, the Power Edge trade dress
as well as corporate and product identity used herein, are trademarks of Caterpillar and may not
be used without permission. and 2014 Caterpillar All Rights Reserved.
85

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SOSSM Services Web

Version 2 Released October 2013

Customer Services Support

Caterpillar Confidential Yellow

SOSSM Services Web

Customer Services Support

Caterpillar Confidential Yellow

Customer Services Support

Caterpillar Confidential Yellow

Customer Landing Page

Customer Services Support

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Sample counts for the customer fleet based on:

(New, In Progress, Closed)

Indicates status of the sample after interpretation

(Action Taken, Email Sent, Dealer Consult, None)

Indicates activities performed on In Progress samples in SOS Services Web

Customer Services Support

Caterpillar Confidential Yellow

Sections & Functions:

Customer Services Support

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Results are displayed in four sections:

Customer Services Support

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Search & Filter

Users can search or filter the sample results in five ways:

Customer Services Support

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Search Within Results

Equipment Serial Number

Note: All searches require a 3 character minimum

Customer Services Support

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Customer Services Support

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Customer Services Support

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Customer Services Support

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Customer Services Support

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Users can also filter sample results by date:

Date filters do not appear in the Applied Criteria section

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Users can sort sample results by:

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Clicking the Lab Number (ex. CCFV-42286-0014) anywhere in

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Equipment Details are displayed in the upper left

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Sample Information is displayed in the upper center section including:

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Fluid Information is displayed in the upper right

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Recommendations and Sample Data are available

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