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Advisors have the ability to connect their ExpertConnect account to their Org's Operation Center. This will enable the ability for the advisor in the account to search through JD Link inside of ExpertConnect tickets. How to Connect Navigate to the User Profile on the web dashboard and select Connect or Reconnect. 2. You will be directed to O
ExpertConnect requires users to log-in using their mobile phone number and an authentication code. In the event that you need to update the phone number for your ExpertConnect account, please complete the following steps: How to request a phone number change From the web dashboard, navigate to your User Profile in the dropdown. 2. Fin
You've decided it's time to get started! Follow the checklist below to configure your company's ExpertConnect account. Each item has a link to the corresponding help article to walk you through how to complete the task. Company Account Management Create & Manage Teams in your Account. Invite your Advisors to join ExpertConnect. Import customer c
Your Dealership's IT organization may block access to certain websites or web functionalities. Please share this article with your IT department and ask them to ensure your network infrastructure is configured correctly to allowlist the full IP and port ranges required for ExpertConnect, and it's features, to function optimally. Domain Configuration
In this article, you will find troubleshooting steps for resolving some of the most common problems we see for call quality issues. Basic Troubleshooting Ensure you are running most updated version of phone software and ExpertConnect mobile app Log out of ExpertConnect and back-in Ensure you are on the ring schedule for the team you need to answe
There are several user-types in ExpertConnect. Let's walk through these different roles and their access levels within ExpertConnect. Free User Accounts Any individual can create a free ExpertConnect account to create support tickets with dealerships using the platform. Free accounts are intended for end-customers that need to request support from t
ExpertConnect uses internet calling (commonly referred to as VoIP) to route VoiceHub calls over the internet via your mobile app instead of through the traditional public switched telephone network (PSTN). This provides clearer audio and a more reliable calling experience for your advisors. Benefits of Ringing Mobile App (VOIP) Advisors do not have
Accessing ExpertConnect ExpertConnect has both a mobile application and web dashboard. Read below to learn more about login options for each. Web Dashboard Go to https://app.ExpertConnect.deere.com. If you don't have an account: Dealer users - contact your account admin to receive an invite to your dealer's account. Free client users - Click Sign Up
Every team in ExpertConnect is required to have a team phone number, referred to as VoiceHub in ExpertConnect. There are multiple options for selecting a team's phone number. Please read this article for more information on each option. Conditions by Country It is important to note that these options have conditions that may be based on country, ar
The following instructions will help you self-diagnose potential errors that could be impacting your use of ExpertConnect. Voice Calling Issues For issues specific to phone calls, please follow the steps in this article: Troubleshooting Voice Issues (Jitter, Latency and Static) - ExpertConnect (deere.com) Non-Voice Calling Issues Please go throu
Escalate a customer support ticket to CCMS with a few easy clicks. Your XID is required to escalate cases to CCMS. View this help article to learn how you can add in your XID in your User Profile. If you are unable to escalate to CCMS, first check to see if you are able to create a CCMS case using ccms.deere.com. If you are unable to create a case
Open a Support Request in the Mobile App Anyone with an ExpertConnect account can create a ticket to ask for support from a team in ExpertConnect. Opening a Support Ticket On Behalf of your Customer From the 'Contacts' Page Click on the 'Contacts' page and search for your customer. If you can't find them on the 'Contacts page', you can add them from
Your user profile allows you to modify settings that are important to how ExpertConnect will work for you. Review the following details to make sure your settings are set up for optimal use. To find your settings, click the dropdown in the upper right and select "User Profile". Now we will review what settings you may want to change when setting up
Clear Browser Cache (Web Dashboard) Resetting your cache will potentially help in the event of 404, 502, and other errors that may possibly result from a corrupt cache, and clear any private data you have stored in the form of login IDs, passwords, and additional sensitive information you’d rather not save on your machine. It’s also a simple trick y
As users of ExpertConnect, your dealership's VoiceHub numbers are owned by ExpertConnect on behalf of your organization. If there comes a time when you wish to port any of your VoiceHub numbers away from ExpertConnect to a different phone provider, ExpertConnect's customer success team will assist in that process. The port-out process must be initia
ExpertConnect will automatically create a new ticket anytime a customer calls, texts, or submits a ticket to your team. However, we know there are still times when you need to create a ticket on behalf of a customer - perhaps to initiate a text from your VoiceHub number or if a customer calls your personal phone and you'd like to track the issue. Fr
Once you’ve invited an external advisor to your team in ExpertConnect, it’s important to know how the external advisor can and cannot interact with customers and other advisors. Read the following to see how an external advisor’s ticket dashboard will change once they have access to your team, as well as what their access within a ticket will look l
View Only Users in ExpertConnect The view only role in ExpertConnect allows company employees to view tickets and download reports, without the ability to interact directly with customers. View only users can be invited by any account Manager from the Manage page. What view only users can do: View only access to the following information: Search
Getting Started Checklist for Advisors You've recently joined ExpertConnect and are ready to hit the ground running. Follow the checklist below to go from Beginner to Expert in no time. Each item has a link to the corresponding help article to walk you through how to complete the task. Advisor Account Setup Download the ExpertConnect app and login w
Advisors can manage their preferences for answering incoming VoiceHub™ calls within their User Profile Ring Mobile App (VOIP) (Internet Calling) VOIP Calling routes incoming phone calls over the internet via your mobile devices instead of through the traditional public switched telephone network (PSTN). This provides clearer audio and a more reliabl
Ticket tags provide a way for dealers to categorize their support tickets in ExpertConnect. After every customer interaction, advisors should assign one or multiple ticket tags to categorize their time. ExpertConnect provides a set of default ticket tags to get you started, but we encourage team managers to create custom ticket tags that are specifi
Marketing Toolkit for Dealers Once your dealership has implemented ExpertConnect, it's critical to ensure customers know how to connect with you. With that in mind, two of the biggest areas of opportunity are: Responding to customers via ExpertConnect. Dealerships that focus solely on moving the conversation to ExpertConnect and do not respond via p
Insights is an interactive data visualization tool inside the ExpertConnect web dashboard that allows managers to better understand tracked activities in ExpertConnect and make more informed business decisions. Insights is available via the web dashboard for those manager-level access in a dealership's account. Use the filters along the right-hand p
VoiceHub™ takes your call center mobile without the need for expensive hardware or IT support. Easily adjust your ring schedule and team members, record a custom greeting, and share your new hotline number with your customers all within the ExpertConnect Web Dashboard. VoiceHub™ numbers are tied to teams within your organization. Visit this article
While all ring schedules must be created from the web dashboard, account managers and admins are able to edit ring schedules on the go from the mobile app. Select the ellipses from the navigation bar and click Manage. From there, you'll be able to select which team you would like to edit the ring schedule for by adding/removing advisors or enabling/
Managers can record custom recordings in ExpertConnect for phone support scenarios specific to your dealership. These recordings can be selected when managing ring schedules for both greetings & voicemail messages. Create Custom Recordings Navigate to the Manage tab. Find the team that you would like to update and click into VoiceHub Settings. S
We know that dealerships oftentimes have existing customer-facing phone numbers that they want to use in ExpertConnect. Porting a phone number from your legacy provider to ExpertConnect may be an option for your dealership. Porting a phone number means moving the number from your existing phone provider to ExpertConnect's partner provider. Please r
ExpertConnect will automatically create a new ticket anytime a customer connects with your team via a phone call, text message, or submitted ticket. However, when a customer hangs up before connecting with an advisor or leaving a voicemail, by default a ticket will not be created and a missed call will be logged in the Calls tab. The setting to Crea
Each advisor in ExpertConnect needs to select a default team for their account. If an advisor is only on one team, that will be their default team. For advisors that are on multiple teams, the default team can be chosen from their User Profile The default team is used when you initiate a new ticket in ExpertConnect without changing the team the tick
Create and Manage Teams in ExpertConnect Any new teams in a dealership's ExpertConnect account should follow the checklist below to properly configure the team. Each item has a link to a corresponding help article to walk you through how to complete each task and get your team up and and running smoothly. Team management considerations Carefully rea
Inviting External Advisors When considering the role an individual needs to fill in your organization, you will want to be aware of the following ways someone can interact with both customers and other advisors within your ExpertConnect account. Making sure you know which users need access to chat to support customers compared to those who need a vi
See also: Firewall and Secure Networks If your IT department blocks certain outbound network access and requires the use of a proxy to bypass restrictions, this article will help your IT department create the proxy and formulate the information to email to expertconnect@johndeere.com. A common symptom of needing proxy settings is if all users are un
ExpertConnect is a team-based support platform, but we know there are still times when a customer needs to connect with a specific individual or group of individuals within a team, instead of ringing everyone simultaneously. Teams have an optional call tree setting that allows callers to get directed to a specific advisor or group advisors or a spec
As an advisor in ExpertConnect, you will be placed on one or more teams in your dealership's account. This allows you to collaborate with other members of that team and have visibility to all the team's tickets. Every team in your dealership's account will have its own VoiceHub phone number that can be shared with customers to create support tickets
Teams have the ability to customize the automated chat messages that send to customers after certain activities take place. How to Customize Chat Settings Click the Manage tab and select the gear icon on the right side of the team you'd like to update and click into SMS Settings. Select Automated Chat Responses. Under Automate Chat Responses, you sh
Share an ExpertConnect Ticket There are times when an advisor may need to share a ticket with someone outside of their ExpertConnect account. Luckily, every ticket in ExpertConnect has a complex URL that you can share with others. From the web dashboard Inside of any ticket, click on the Share Ticket URL button to access the view-only version of the
Teams can be classified as Public or Hidden. This setting impacts what external users see in the web and mobile Directory. Public Teams Public teams are visible to all ExpertConnect users, including customers and other company's advisors, in the Directory. This means that anyone with the app can search for your company, find your public teams and
For certain troubleshooting scenarios, the customer success team may request you capture and share your browser logs. Steps to capture browser logs Visit the website where you are experiencing the error. In the top-right corner of the browser, click the three-dot ellipsis menu (⋮). Select More Tools > Developer Tools. The Developer Tools window w
Q: What if I have multiple ring schedules on a given day? A: The ring schedule created most recently will take effect. This occurs so that if you have a business hours schedule, but a holiday comes about or an unexpected event then you could create a new non-recurring ring schedule that sits on top of your regular business hours. When that one-time
When creating a new team, it is important to set the team up for success by following ExpertConnect's recipe for success. Use the recommended configurations below to optimize your team's efficiency and build a strong, connected support strategy: Utilizing a VoiceHub Number Setting up a VoiceHub Number is the simplest method to communicate via phone,
The Ring Last Advisor setting allows teams to automatically route calls from customers to an advisor that is assigned to an open ticket. How it works If a customer has an open ticket in ExpertConnect from within the past 7 days, and the customer calls back into the same VoiceHub number, only the assigned advisor from their most recent ticket will be
Do you still have customers calling your personal cell phone instead of your team's VoiceHub number? Use the Respond with Text feature to help redirect them to the support team. How to on iOS Click into the 'Settings' app. Scroll down and click on 'Phone'. Click into 'Respond with Text'. Create a new canned response using the following script: "I am
Ring schedules are a critical part of your VoiceHub set up. They dictate when and who should be rung based on your business needs. This helps teams balance the workload and improve employee work life balance, while also providing exceptional support to your customers. Tour of the ring schedule page Ring schedules allow managers to view multiple ring
Sending Broadcasts through ExpertConnect ExpertConnect's Broadcast feature allows dealerships to create and send bulk text messages from their VoiceHub number/s, up to 1,500 recipients per day for each VoiceHub number. A broadcast message can either be a plain text message or include the link to a photo, video or PDF attachment. Any advisor can crea
For instances when two tickets with the same customer are opened regarding the same support inquiry, those two tickets can be merged. How to merge tickets In the Ticket Dashboard, select one of the tickets to be merged. Click Merge from the ticket actions on the top right. Select which ticket you want to be the source ticket. This field will auto-p
During peak season, you may find your team is unable to answer all of your VoiceHub calls. The “Call Me Back” queue allows teams to call customers back in the order the calls were placed. With the queue, your customers do not have to wait on hold and your team can have a prioritize list of call backs based on the order they came in. This feature is
Advisors can invite specific contacts to access and create tickets with team(s) in their company. Invited contacts could include customers or external advisors that work for another dealership. When a contact has been invited to a team, they will receive a text message invite with a link to access ExpertConnect. Once they register and open ExpertCon
Segments is a feature that allows dealerships to label & group contacts in their ExpertConnect account. Segments are visible for advisors in the account to see when interacting with customers. Segments are also helpful when using the broadcast bulk texting tool in ExpertConnect. When sending a broadcast message, the sender can select segment/s t
The Approval feature within an ExpertConnect ticket allows advisors to receive clear confirmation from their customer when it matters most. Example use cases for this feature include receiving confirmation for a parts order or an equipment service. This feature is only available for advisors on the web dashboard. To send an approval Within an ex
Deleting your ExpertConnect Account The easiest way to permanently delete your ExpertConnect account is to email us at expertconnect@johndeere.com When we delete your account: We will verify your account ownership prior to accepting the deletion request. You can't reactivate, recover any data, or regain access to your account once it's deleted. You
Advisors can view the details of any support ticket by clicking into it on the web dashboard. From here, you can update the different ticket fields, start a phone or video call, send a text message and much more. See which team and advisor is assigned to the ticket, ticket priority, as well as customer information. You can add in the customer's name
By default, after every successful VoiceHub, your customer will receive an SMS text message with a link to provide feedback on their support. This feedback includes marking the issue as resolved & rating their service from 1-5 stars. If your customer leaves feedback on the ticket, the assigned advisor will be notified and the rating will display
If your team decides to stop using ExpertConnect, you have the option to take your public VoiceHub number(s) with you. Below are the steps to port a phone number from ExpertConnect to the carrier of your choice. This process usually takes between 7-14 business days depending on your carrier. These steps must be completed prior to closing your Expert
As an advisor, it is important to close ExpertConnect tickets once they are resolved to keep you and your team's tickets page organized & updated. Once a ticket has been closed, you can choose to archive it to pull it out of your tickets page on the mobile app. Archived tickets on the web dashboard can be viewed by filtering the Status column by
Advisors can view a customer's ticket history in multiple places, and easily click into another ticket to see the context. When needed, advisors can also merge a customer's tickets. How to view a customer's ticket history Inside a ticket on mobile Inside a ticket on the web dashboard Inside the Contacts page on the web dashboard
Any advisor with manager-level access in your dealership's account can invite additional team members as advisors. When inviting advisors, you'll need the mobile phone number and email address of the new advisor. How to invite a new advisor Login to the Web Dashboard and navigate to the Manage tab. In the top right corner, select the yellow Invite A
How to 'Watch' Another Advisor's Ticket While ExpertConnect tickets only have one assigned advisor, tickets can have multiple watchers. This feature allows advisors to receive notifications for tickets that another advisor is assigned to. Within any ticket, advisors can assign themselves or their colleagues as watchers and specify what types of noti
Leaving Private Notes within a Ticket It is important for advisors to know the difference between private and public communication in an ExpertConnect ticket. A public chat is the default chat in a ticket. A public chat will send as an SMS text message to the customer on the ticket. A private note is an internal comment in the ticket that the custom
Within an ExpertConnect ticket, advisors can attach media files to send to the customer. Customers will always receive media as a link in an SMS text message to view in their mobile browser. On the web dashboard Click the paperclip icon in the message bar and select the media you want to attach. Copy a file and paste it in the text box. Drag
The Salesforce integration allows: Salesforce users to view ExpertConnect tickets within Salesforce. Companies to sync contact data between both systems. Tickets created in ExpertConnect are synced to Salesforce as a custom object. Since tickets are synced one-way from ExpertConnect to Salesforce, ticket changes in Salesforce aren't pushed back to E
ExpertConnect's internal chatting tool, Teamstream, allows advisors to chat internally within the teams they are on within the ExpertConnect app or web dashboard. Within a Teamstream chat, advisors can attach photos, videos, or audio recordings to share with their colleagues. Teamstream on the web dashboard Click on the Teamstream icon on the top l
Companies can enable conversational analytics in the form of recording all VoiceHub phone calls. With call transcripts, your team can seamlessly refer back to actionable items mentioned on a call and review the details discussed. Transcripts help manage advisor's time by automatically providing a summary and actionable notes so they spend less time
Manage SMS & App Notifications By default, when actions happen within your ExpertConnect account, we will notify you via a push notification and text message. Advisors wishing to reduce their personal text message notifications to just the account verification code and video call invitation can do so either within their app or web dashboard. Fro
To create a job code Click into a ticket. Select Time Tracking and click on the pencil or “+” icon. Once you start typing a job code, you'll have the option add it as a new Job Code. Once you've added a new job code, it will be available to search for and select on any other event in the Time Tracking section moving forward. Job Code Reports When j
The ability for an advisor to request a photo or video on a ticket will send the customer on the ticket a text message with a link allowing them to upload a photo or video of their issue. Once they do so, the assigned advisor will be notified and can view that content from within the ticket. How to request a photo/video on the web dashboard Within a
Export Contacts in ExpertConnect Managers in a dealership's ExpertConnect account can export contacts. This is helpful when needing to make updates to contact fields and re-import into ExpertConnect for a mass update. To export contacts Login to the web dashboard. Click on the Contacts page. Click Export List. To mass update contact fields Make any
Advisors have the ability to live transfer a VoiceHub call to another advisor or team in their organization using the ExpertConnect app. Once the initial advisor clicks Call Transfer, the caller will start ringing through to the new advisor and the initial advisor will hang up. The ExpertConnect ticket will be re-assigned to the advisor or team the
Q: What settings do I need enabled to ring through the mobile app (VOIP)? A: By default, users that are logged into ExpertConnect will receive calls through the mobile app. In your User Profile, you can enable/disable ringing through mobile app. Q: My device isn't showing as an option for ring mobile app (VOIP). How do I get this to show? A: To ri
Use an email address provided by your company EmailHub allows advisors to communicate with customers via email without leaving ExpertConnect. When customers send messages to a team inbox, EmailHub automatically turns those emails into tickets so you can quickly track and resolve issues. By using an email address provided by your company, emails are
Advisors can start a live video call via the web dashboard or Android mobile app. Read below to learn more about each option and the customer experience. Advisor Experience How to Start a Video Call from the Web Dashboard Advisors can start a live video call via the following ways: 1. When creating a ticket from the Tickets page
Every company interested in integrating with WhatsApp must first complete a WhatsApp business application process. Click here to Begin Application Process. WhatsApp is the most popular messaging application in the world. As such, ExpertConnect wants to make it easy to interact with customers via communication channels they're already using. Ex
There are several places in ExpertConnect to import, update & manage contacts. It is important to keep an accurate list of contacts in ExpertConnect for caller ID purposes, to filter data based on contacts & to create tickets on behalf of contacts. All advisors across a dealership's account will share the same contacts list. Any advisor can
When you sign up to use ExpertConnect, each of your teams will receive a new VoiceHub™ phone number with a local area code. This phone number gives your team automated ticket creation, time tracking, analytics, call routing, optional call recording, and multi-channel communication (email, text, voice, video). While the ExpertConnect platform doesn’t
Outbound Calls from Mobile From the ExpertConnect mobile app, advisors can place an outbound phone call within an existing support ticket. Click the phone icon in the top right corner within the ticket to immediately initiate an outbound phone call to the customer on the ticket. To initiate an outbound phone call to create a new ticket, open your Ex
Blocking SPAM Calls/Messages If you as an advisor receive unwanted calls or messages from certain phone numbers or phone number area codes, there are two ways to block those phone numbers. From the Calls Tab Navigate to the Calls tab and find the SPAM call. On the right-hand side of the call, find the action to Block SPAM. Select "Yes" to confirm yo
Porting a Google Voice number into ExpertConnect is a fairly simple process. To learn more general information about porting a phone number to ExpertConnect, visit Port Your Existing Number into ExpertConnect Steps to port your Google Voice number In order to port your Google Voice number, you must unlock the number through your Google account Take
If you are experiencing issues with the ExpertConnect app (crashing, video not showing, no notifications) it is most likely due to not accepting the necessary app permissions (access to the camera, microphone, notifications, etc.). The easiest way to resolve this issue is to delete the ExpertConnect app from your phone, power cycle your phone off an
Removing an Advisor from your Company's Account Advisors with manager-level access in a dealership's ExpertConnect account have the ability to remove other advisors from the organization. This is needed when an employee leaves the organization and no longer should have access to support customers or access data for the organization. How to remove an
ExpertConnect will automatically track phone and video call time durations within a ticket. Advisors can also manually track their time within a ExpertConnect ticket to record activities that didn't automatically track. You can add manual time in the Time Tracking section of a ticket. The total time tracked in a ticket will be available when you Dow