Service Advisor Onboarding

Role focus

Service Advisors handle customer intake, bookings, check-in, repair orders, estimates, payment coordination, customer communication, and delivery handoff.

What you need

Confirm your staff login, tenant membership, branch scope, and permissions. Ask a Tenant Admin or Branch Manager which optional modules are enabled, especially walk-ins, payment requests, PDFs, Cashier, Quality Control, feedback, and inspection videos.

Find your work areas in the grouped, labeled sidebar. On a smaller screen, open the header navigation menu; it contains the same permitted destinations. Check the tenant and branch scope before starting work, and use the breadcrumbs to return from a detail page. Account contains appearance controls and Log out. Daily workshop destinations appear before Management and Administration; unavailable role destinations are omitted.

Sign in through the staff route and open Today’s work. Check branch and update time, then use Approval & parts review, another stage, or a plate/reference search to find a task. The relevant job action opens the right section. Use Appointments for a booking and Check in vehicle for a walk-in. Learn Customers, Vehicles, Repair orders, Invoices, Payments and Feedback; if a screen is unavailable, read its guidance before escalating.

First steps

Review today’s appointments and walk-in intake rules.
Search Customers by name, phone, or email before creating another record. For a vehicle, find the existing customer owner first and confirm the plate on the vehicle 360 page.
Confirm contact permission and service context during intake.
Check in the vehicle and open the repair order.
Assign the repair order to the right technician or queue.
In Work & estimates, review the current version and line decisions first. Expand revision only when needed, enter normal currency amounts, and review totals before saving. Send customer-safe approvals only when the server-supported action is available.
Use Billing & handoff and Documents to coordinate invoice, payment request, manual payment, PayHere handoff readiness, Cashier handoff, delivery confirmation, and PDFs.
In Payment Requests, keep invoice handoff separate from Standalone requests; use the standalone queue for existing links and escalate reconciliation review instead of retrying it.
Confirm QC or delivery owner before the vehicle leaves.
Check whether feedback and reminders are ready after delivery.

Typical workflow

Your day moves from intake to repair-order coordination, then estimate approval, billing, delivery, and follow-up. Keep the next owner visible so work does not stall between advisor, technician, Cashier, Quality Controller, and Branch Manager.

When to ask for help

Escalate workload conflicts and branch blockers to the Branch Manager. Send technical inspection questions to the Technician. Send payment-only tasks to Cashier when enabled. Send final inspection to Quality Controller when enabled.

Safe use

Do use duplicate matching, customer-safe notes, valid workflow transitions, and official payment states. Do not bypass disabled modules, branch scope, customer ownership, provider-not-ready states, or readiness warnings.

Example

Create a walk-in for a returning customer, check in the vehicle, assign a technician, send an estimate for approval, then decide whether payment and QC stay with you or move to another role.