Frequently Asked Questions about Accounts
Q. Where does the information come from?
A. All information comes directly from E-Automate except the “TCO Devices” tab and any Objectives or Challenges.
Q. Where does the average response time in hours populate from?
A. What all does that include? Every call on that device? – The average response time is a total on the account, and not specific to any one device. It is a weighted average all of the average response times you see shown on a contract when you click on the Meter Detail button in e-Auto interface. This is the average response time for ALL service calls on the equipment on the account, as filtered by your settings in the ERP tab in the Control Panel. Contact your Administrator if you believe the filter on Active/Inactive equipment may need adjusting in your Sherpa software. Administrators may choose which items to display, and the e-Automate bookmarks will filter based on these settings.
Q. Are you open to adding more E-Auto bookmarks? I think there are some really great things that could add to what you already have here.
A. At this time, we can accept requests as future enhancements, but cannot guarantee that they will be completed. We will gather all requests for a comprehensive list of desired additions.
Q. Can I edit/modify the Excel file as much as I want with our logos, etc.?
A. Yes! The template is free to Sherpa customers. You are encouraged to add your logo where desired and change the colors or fonts throughout the workbook. Do not modify the Assets or Asset Totals tabs, as this may cause graphs or formulas to stop working.
Q. Do the e-Automate bookmarks pull only active devices?
A. The devices will be filtered based on your settings in on the ERP tab of the Control Panel.
Q. Do we need to do anything special to integrate Sherpa and the Account Review function?
A. You will need an update from Support if you have not received one already, as well as the latest version of the template. The template should be saved to the location where you save all of your other templates, either on a shared network, local computer, or Binary Document Storage module.
Q. Does it only work with E-Automate? Currently, we use OMD.
A. Yes, it only works with E-Automate.
Q. When I open the template, it already has equipment.
A. Yes, this is correct. The template comes with 3 machines on the Assets tab, 2 Kyocera and 1 HP. This is so that the formatting of the graphs will stay intact. Please leave these machines, or you can reduce them to just 1 machine, but do not completely remove all machines on the Assets tab in order to avoid clearing the formatting of the graphs.
Q. How can I tell if the template is populating?
A. If the template has successfully populated, you will see a total number of assets on the “Asset Review” tab. If no number appears there, it has not populated.
Q. How are you getting the average age?
A. E-Automate does not store device age, but they provide an installation date. We average the install date of all devices brought into the Assets tab to reach the average age.
Q. I confirmed that the template isn’t populating. Why not?
A. This could be due to any of the following reasons:
1. You do not use e-Automate. Please verify that you use e-Automate.
2. The account you populated from does not have an ERP number. Verify that you have an ERP number on the main Accounts screen.
3. You do not have the necessary update to populate the template. Verify that you do not have any updates available, or ask your Administrator to take the latest update if necessary. If all of these have been done, contact email@example.com to request an update with e-Automate bookmarks working.
Q. My TCO Devices tab has nothing on it. Why?
A. This could be due to any of the following reasons:
1. You do not have any devices in your TCO in Sherpa. Please verify that the TCO tab has devices.
2. You populated from a different place than required. The template must be populated from the Financials tab using the Excel icon in order to work correctly.
Q. We have a parent account with several child accounts.
A. How do we show all company equipment on one account review template? Currently, we recommend that you populate the template on each account associated with the overall company, and copy and paste the assets into a single master Account Review template. We do have a future enhancement in place for making it so that when an Account Review is populated from the parent account, all company equipment will populate.
Q. Why are there hidden columns on the Assets tab?
A. Any hidden columns on the Assets tab are necessary for the template to function and generate the graphs. Please do not delete or modify them in any way. You will get the best results if these tabs remain hidden.
Q. What is the Asset Totals tab?
A. The Asset Totals tab should not be modified in any way. It is used to calculate totals from the Assets tab and to generate the graphs in the template.
Q. Why do I have to populate the template from the Financials tab?
A. At this time the template incorporates the Goals and Recommendations from the Executive Summary feature, so it must be populated from the Financials tab using the Excel icon.
Q. What is the time period for the data?
A. The data is comprehensive for the entire account unless otherwise specified in the Account Review. At this time, a date range cannot be specified. All equipment currently on the account is included, and all averages are based on the active equipment. You will notice the 3, 6, and 9 month averages for volume.