Service Information
Support

Number: VSS-13-10

Subject: Pending Service Solutions Introduction

Date: April 23, 2013

Supersedes VSS-13-08 due to updated information.

We are excited to introduce a new service tool to help us communicate open issues to our dealers and customers.
We developed Pending Service Solutions (PSS) to improve the customer experience for customers who have issues
for which there is currently no solution. It is an enhancement of our current Technical Service Bulletin process.
The key benefits of PSS include being able to track customers, and keep them informed of a pending solution.
Once the solution becomes available, the dealers are immediately notified.
The PSS tool will be available April 3, 2013 by clicking the link in VW Hub under related sites.

PSS Access
Access to PSS can be granted to dealer employees by the Dealer Administrator for VWHub.com. This is done in
the same manner as granting access to other systems (e.g. ElsaWeb, Tire Store) (Figure 1).

Page 1 of 2
© 2013 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

Service Information

Figure 1. VWHub.com Administration screen

Topics will be added to the application, and will change frequently. Please take some time out of your busy
schedules to familiarize yourself with the application.
Below is the first current topic in PSS.


2033141/1 PSS Incorrect Glow Plug Faults

WBT Training
We encourage all dealer service department personnel to take Web Based Training Course 810134 in the
Certification Resource Center on VWwebsource.com. We are confident that it will be another tool for ensuring
customer satisfaction by keeping them informed of upcoming repair solutions. The course will give insight on how
to start using PSS, the benefits, and how communicate pending issues to customers.
The PSS help file can be accessed by logging into PSS and clicking on the help file tab to open or save the
document. It is also available on ServiceNet under “Training / System Overviews / Other Topics”.
The PSS was discussed in the March Tech Talk (800334). You can view that for more information.
Site Support
For access problems, please contact the IT service desk at 248-754-4357.

Page 2 of 2
© 2013 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

VW Pending Service Solutions
User Guide
V 4.0
January 9, 2013

Table of contents
1.

Pending Service Solutions(PSS) Overview .............................................................................. 3

2.

Accessing PSS application .................................................................................................. 3

3.

PSS Home Page ................................................................................................................ 5
3.1

View Topics ............................................................................................................... 6

3.2

Search for a VIN ........................................................................................................ 7

3.3

Create Record............................................................................................................ 8

3.4

Update Record ........................................................................................................... 9

3.5

Customer Count....................................................................................................... 10

4.

Reports .......................................................................................................................... 11

5.

Email to dealers .............................................................................................................. 13

1. Pending Service Solutions (PSS) Overview
Pending Service Solutions (PSS) is a process and tool designed to enhance the customer experience
when dealing with technical issues without a currently available solution. This process incorporates
current IT systems in a seamless and easy to use fashion and included the following key components:



PSS TSBs – located in Elsa
PSS application – accessible from VWHub.com

This process involves accessing PSS documents in Elsa and creating a record for each customer for
status updates. These steps will be discussed in detail throughout this document.

2. Accessing PSS application
Dealer Admin:
Access to PSS can be granted to dealer employees by the Dealer Administrator for VWHub.com. This is
done in the same manner as granting access to other systems (e.g. ElsaWeb, Tire Store) (Figure 1).

Figure 1. VWHub.com Administration screen

Dealer User:
Log in to VWHub.com using your userid and password credentials. Please see your dealer
administrator if you do not have these credentials.
PSS application link is available in the following locations (Figures 2 ):




VWHub – Landing Page under Related Sites
VWHub – My Page tab under Related Sites
VWHub – Service tab under Related Sites

Figure 2. VWHub.com

3. PSS Home Page
PSS home page offers an overview of all open PSS topics along with a count of all customers associated
with that topic. The following features/actions are available from the home page (Figures 3):






View Topics
Search for a VIN
Create a record
Update a record
Customer Count

Figure 3. PSS Home page

3.1 View Topics
PSS home page displays the ACTIVE TOPICS section, which consists of topics that are awaiting a
service solution. This section also contains document attachments, which can be opened and/or saved
by clicking on the hyperlink (Figures 4).

Figure 4. PSS ACTIVE TOPICS

Bottom of the page contains the TOPICS CLOSED IN LAST 30 DAYS section, which shows topics that
were recently closed after a repair solution became available. As a default this section is collapsed and
can be opened by clicking on the arrow icon (Figures 5).

Figure 5. TOPICS CLOSED IN LAST 30 DAYS section

3.2 Search for a VIN
Entering a VIN in the search box and then clicking Enter button initiates a search for existing PSS
records for that VIN (Figures 6). If a PSS record exists for a given VIN it will be brought up to the top of
the list and have a check mark placed in the Assigned Topic column. Selecting, that topic in the Select
Topic column opens that record for viewing and editing.

Figure 6. VIN search

3.3 Create a record

Record Entry screen allows you to search for existing PSS records for a particular VIN and to create a
new PSS record (Figures 7). Selecting a topic, which is not assigned to the entered VIN will assign that
topic to the VIN and allow you to create a new PSS record.

Figure 7. Record Entry

After a topic is selected the PSS RECORD DETAILS window will open (Figure 8). Dealer Contact

Information fields are prepopulated but can be edited and Customer Contact Information fields must
be filled out. Select Save button to create the new PSS record or select Cancel to clear all fields and
close the PSS RECORD DETAILS window.

Figure 8. PSS RECORD DETAILS

3.4 Update a record
Existing PSS records can be edited using the same steps as when creating a new PSS record. Existing
topics are identified by a check mark in the Assigned Topic column. With a VIN entered, select an
existing topic in the Select Topic column (Figure 9). This will open that PSS record for editing (Figure 10).

Figure 9. Topic selected for edeting PSS RECORD DETAILS

Figure 10. PSS RECORD DETAILS

3.5 Customer Count

‘CustCount’ column in the Active Topics section shows the total number of records associated with
each topic (Figure 11). Clicking on these numbers opens the Report page and creates a specific report
for that topic (see 4.Reports section for details).

Figure 11.

4. Reports
PSS allows users to generate reports based on the following search criteria (Figure 12):





VIN
Customer Name
Topic Status
Topic Name

These reports can be viewed within the PSS application or exported as a PDF or Excel file.


PDF: Summary Report is designed to be a high level overview. It is formatted to print in
landscape mode (Figure 13).



Excel: Detailed Report is an Excel file, which offers a detailed view of all customers for your
dealership with a PSS record. This report is not formatted for printing since it is intended to be
viewed electronically (Figure 14).

VINs associated with more than one topic are highlighted in red color.

Figure 12. PSS Report page

Figure 13. Summary report example (PDF)

Figure 14. Detailed report example (Excel)

5. Email to dealers
Once a solution becomes available for a specific topic, PSS application will automatically send an
email to the dealers who have customer records for that PSS topic. This email contains a list of
customers for that specific dealer and the TSB, which was released to address the concern (Figure 15).

Figure 15. PSS email