docs/8.0/customer/docs/customer-csr.md

@@ -6,7 +6,7 @@ When you first log into AyaNova via the URL provided from your service company,
 
 ![customer csr data table](img/cust-csr-data-table.png)
 
-If you want to sort by a different column, and/or filter to show only service requests that meet a certain criteria, refer to the [data table guide](ay-start-form-data-tables.md) for details on how to filter and sort this Service Request table.
+You can sort by different columns, and/or filter to show only service requests that meet a certain criteria, refer to the [data table guide](ay-start-form-data-tables.md) for details on how to filter and sort this Service Request table.
 
 The columns displayed here are showing data entered into the service request edit form:
 
@@ -14,10 +14,26 @@ The columns displayed here are showing data entered into the service request edi
 
 ![customer csr form](img/cust-csr-form.png)
 
+#### Message to customer
+
+Your service company may optionally have entered a message that will display at the top of this entry form. Usually this is used to indicate how to specifically fill out this form for their particular needs or some other message to Customers.
+
 #### Priority
 
+Here you select the priority for this service request.
+
+Options are:
+
+- Not urgent
+- ASAP - as soon as possible
+- Emergency - immediate service requested
+
+This selection will be seen by the service manager to help them prioritize resources to provide the best possible service to everyone.
+
 #### Reference number
 
+This optional field is used to record any reference number that you require to help track this service request. Anything entered here will be tracked through to the work order that is used to record the service performed.
+
 #### Unit
 
 In AyaNova a Unit is a piece of equipment or other type of item that is being serviced and is identified and tracked in the system by a serial number.
@@ -26,11 +42,23 @@ If service is being requested for a particular Unit, here you can select that Un
 
 This list shows the first 20 Units it finds for your customer record by default but in cases where there are more you can type part of the serial number into the Unit selection box to search for that Unit.
 
+Selecting a Unit will ensure it is tracked in AyaNova for service history.
+
 ##### Add unit
 
-If your Unit requiring service is not already able to be selected in the Unit list and your service company has enabled the add unit feature you will see an Add Unit button beside the Unit selection list.
+Your service company can optionally allow Customers to enter new Units that are not available for selection directly into the service request. If this feature is enabled you will see an Add new unit button beside the Unit selection control:
 
-If the add Unit feature is turned off but your service is related to a specific unit of equipment it might be helpful to enter the serial number, model number and manufacturer name in the Details area instead.
+![customer csr add unit button](img/cust-csr-form-add-unit-button.png)
+
+(If the add Unit feature is turned off but your service is related to a specific unit of equipment it might be helpful to enter the serial number, model number and manufacturer name in the Details area instead.)
+
+Clicking on Add new Unit will open the add unit entry area:
+
+![customer csr add unit dialog](img/cust-csr-form-add-unit-dialog.png)
+
+Here you can enter details about your Unit. The serial number is the most important field and is required. If available select your unit model and enter a description for anything else that might help identify the Unit.
+
+Click on Add to save the new Unit into the database. If no prior unit was selected, this new unit will be automatically selected in the Unit list, otherwise you will need to clear the selected Unit first before typing in the first few characters of the serial number just entered to select it.
 
 #### Request
 
@@ -51,30 +79,3 @@ Read only field showing the status of this service request in the system.
 - Open - a new request
 - Accepted - the request has been turned into a work order
 - Rejected - the request was closed without being turned into a work order
-
-000000000000000000000000000000000000000000000000
-•Record Created - when you created the service request
-
-•Client service request - the text you entered in the Title field when requesting service
-
-•Reference Number - the text you entered in the Reference Number field when requesting service
-
-•Status - the status of the service request
-
-- Open means that this is a new request that you have made that has not been accepted by your service company
-
-- Accepted means that your request has been accepted and a service workorder has been created (see Workorder column)
-
-- Rejected means that your request has been rejected. Contact your service company for details.
-
-- Closed means that the service workorder created from this service request has now been closed (see the Workorder column)
-
-•Priority - the priority (Emergency, Not Urgent, ASAP) that you selected in your service request
-
-•Record Created By - the initials of your AyaNova username you logged into WBI via
-
-•Client - your company name
-
-•Serial Number - the specific unit you selected that needed service in your service request
-
-•Workorder - the workorder created for your service request