SFDC Level 2 Training 5.20.2022

Salesforce (SFDC) Warranty Application Level 2 User Guide
Deferrals, Registrations, Claims & Labor / Mileage rate request
Waukesha Warranty
May 20, 2022
Warranty Application
Table of Contents
Warranty Team 3 *Sublet 48
Login 4 * Parts 49
Homepage 7 * Customs 59
Warranty documents 8 * Upload documents 65
Warranty Process 10 Case comments 71
Warranty Admin responsibilities 12 Part returns 75
Deferrals 13 Copy claim 79
Registrations 21 View a claim 85
Warranty claim requirements 30 Credit memos 89
Fleet Program claims 39 Dashboard (claim status) 90
Submit a Warranty claim 40 Labor & Mileage rates 94
* Technicians 46 Questions 99
All rights reserved 5/20/2022 2

INNIO Waukesha Warranty Team
Pete Skowronski Troy Kumma Shannon Schmidt Bob Winter

Waukesha Warranty Operations Waukesha Lead Warranty Waukesha Warranty Process Waukesha Warranty
Leader Specialist Specialist Specialist
Peter.Skowronski@innio.com Troy.Kumma@innio.com Shannon.Schmidt@innio.com Robert.Winter@innio.com

Login
• Open your internet browser (please
use only Google Chrome, some
functionality does not work in Internet
Explorer)
• URL: https://customer.innio.com
• The SSO screen opens to validate

User ID and Password
• Enter your INNIO SSO User ID and
Password here

Login
Once you have access, click on ‘Dashboard’. Then ‘Warranty’ to access the
Application:
Click here to access

the Warranty
Application

SFDC login
Login using your INNIO SSO
Please note: If you do not log in for 6

months or more, access will be
deactivated.

Homepage
View all View all Waukesha

submissions related documents
Your login name

/ profile
Claim Dashboard
Start a new
submission

Warranty documents
All warranty related documents can be found in the Waukesha Documents tab. Click on the
Document name, then on the Download URL to open. Most documents can also be found on the
INNIO Customer Portal (customer.innio.com):
• Be sure the ‘All’ list view is chosen.
• Sort by the Last Modified Date (click

on title) to show the newest at the top
• Click on link to download

Warranty documents
Express Limited Warranty (ELW): Update coming soon
• Warranty document that applies to every engine and part Waukesha sells
• Document is to be provided to your Customers for every one of their purchases, engines or parts
• All those handling Warranty should be very familiar with this document
• ELW 2019: Applies to all parts and engines sold 2019 – Present
• ELW 2017: Applies to all parts and engines sold 2017 – 2019
• ELW 2016: Applies to all parts and engines sold 2016 – 2017
Waukesha Warranty Policies: Update coming soon
• Warranty Policy Manual for the Waukesha product line
• Applicable to all Waukesha Authorized Solution Providers
• ELW and all WEDAs and Trainings are part of the Policy
• All those handling Warranty should be very familiar with this document

Warranty process
Warranty claims are for reimbursement consideration of replacement parts,
labor and any other associated charges needed to repair a defect in materials or
workmanship.
This means:
• We reimburse for the replacement parts, not the failed parts. Parts claimed are the
replacement parts. If failed parts are not replaced, there is nothing to claim.
• We reimburse for the repair labor and associated charges. If repairs of the failure are not
complete, there is nothing to claim.

Warranty process
INNIO Waukesha Warranty Process – High Level
Customer
Customer Customer contacts

experiences Solution Provider for
failure repair / replacement Solution Provider
communicates
results to
Customer
Once repairs / part
Parts are Credit memo or
replacement is
Provider
Solution
returned to rejection
complete, Solution
Waukesha per communication
Provider submits claim
request. sent back to
for warranty
Solution Provider
consideration
YES
Waukesha
Warranty
Claim is processed
Warranty reviews Do parts need to be for payment or
NO
claim returned for analysis? rejection based on
review / analysis
Part is received
Supplier or Lab
and sent for

analysis

Channel Warranty Admin responsibilities
Gatekeeper
• Confirm all requirements are met for claims you receive from Customers, Branches, Technicians, Parts Dept, etc.
• Do not submit claims that do not meet requirements. Internally, use the claim template / checklist to help you get the correct
information.
• Confirm engine / part is in warranty, registration date is correct, etc.
Technical reviewer
• Review claims prior to submission:
• Confirm the repair is warrantable.
• Confirm labor, parts and all other charges are in line with the repair being claimed.
• Confirm the Part Number Initiating Failure is correct and is the root cause part number.
• Confirm only one repair per claim; separate labor and all other expenses as needed between repairs. Use the mileage & expenses split
template as needed.
General
• Review the Dashboard on the Warranty homepage to keep up with claim statuses.
• Return parts within time requirement.
• Educate shipping department on return requirements.
• Review all Warranty documents on a regular basis, stay current with training guides as they are updated and attend the Quarterly
Waukesha Warranty trainings.

Deferrals
See WEDA542B for Deferral requirements

Deferred Start-up inspection and preservation instructions can be found in the most current version of
Service Bulletin 16-1855.
Preservations & deferral submissions are to be completed by the Distributor, Platinum Power Packager
or Gold Packager only.
To be accepted, preservations must be completed within 30 days +/- the due date (1st deferral: 12
months from ship date, 2nd deferral: 24 months from ship date). Deferrals are not accepted earlier or
later.
The 2nd deferral due date is NOT from the last preservation date. See above.
Deferral requests must be submitted as soon after preservation as possible.
Note: If an engine serial number is not found during submission, please contact Warranty and
wait for instructions.

Submit a Deferred Startup Request
Choose ‘Deferral’
to start a new
Deferred startup
Request.

Type in Engine
Serial number.
Fields will auto
populate.
Click next

Select if the engine has been inspected.
Do not Select if the engine has damage or missing

change parts (includes loose parts). If Yes, Explain.
status. Any
changes will Confirm repairs were made to damaged or
result in an missing parts, if applicable.
error
message.

Select if the engine has been

preserved.
Enter date of preservation.
Click here to save.

Attachments can be added on
the next page.

If you would like to

add a note, click on
New. Click here to add
Attachments (Legacy
preservation form,
pictures, preservation
readings etc..)
Attachments will
auto save and
show in the list
here.

Email will be sent with approval or denial of Deferral:

View Deferrals
Click on View
Cases
Change drop down to

Waukesha Deferrals
Click on the GREEN Case Number to

open the case. NOTE: Waukesha still
uses the CASE ID to identify the
cases. Please use the CASE ID when
All rights reserved 5/20/2022
contacting Warranty. 20
Registrations
✓ Review the Waukesha Warranty Policy Manual
✓ Engine startups are to be completed by Waukesha certified technicians.
✓ Registrations can only be submitted by the Distributor, Platinum Power Packager or Gold Packager.
✓ Engine must be registered prior to submitting a warranty claim.
• If the engine was commissioned by someone else but never registered and you need to submit a claim, you will need
to submit the registration first. Work with the Customer to get all the required details.
✓ If a warranty repair is completed prior to engine commissioning:
• Register the engine with the ship date as the startup date.
• Enter NA in any fields where the information is not yet available
• Once the engine has been commissioned, send an email to Waukesha.Warranty@innio.com with the corrected
startup date and any other missing information and Warranty will update the registration.
✓ Notify Waukesha Warranty of any changes to:
• Model due to upgrade (include upgrade date)
• Engine location / Customer
• Any other changes to information
Note: If an engine serial number is not found during submission, please contact Warranty and wait for instructions.

Register an Engine for Warranty
Choose
‘Registration’ to
Register an engine
for Warranty.

Type in Engine
Serial number.
Fields will auto
populate.
Note: If the engine
serial number is
not found, please
contact Warranty Click next
and wait for
instructions.

Fields with a RED *

are required.
If prior to
Commissioning, enter
the Ship date as the
Commissioning date.
Be sure to email
Warranty with the
updated date and any
other fields, once
commissioned.

Fields with a RED *

are required.

Fields with a RED *

are required.
Click here to Save.

Attachments can be
added on the next
page.
If pre-commissioning,
enter: Not
Commissioned

If you would like to

add a note, click on
New.
Click here to add

Attachments if you have
any. (pictures, formal
commissioning form, etc.)
Attachments will
auto save and
show in the list
here.

Email will be sent

confirming
registration:

View an Engine Registration
Click on View
Cases
Change drop down to

Registrations
Click on the GREEN Case Number to

open the case. NOTE: Waukesha
still uses the CASE ID to identify
the cases. Please use the CASE ID
when contacting Warranty.
Warranty Claims
Warranty periods (See ELW for complete details):
Engine Warranty
• Standard warranty on a Continuous duty engine: 12 months from commissioning or 24 months from
ship date, whichever expires first
• Approved deferrals push the warranty start date 12 months (1 st deferral) or 24 months (2nd deferral)
• Extended warranty (only available at time of engine purchase) added to the end of the standard
warranty term
See Warranty end date flow chart in the Waukesha Documents tab.
Part Warranty
• Engine in warranty: Carries the remaining engine warranty
• Engine out of warranty: 12 months from install
• Replacement part of a replacement part: Remaining warranty from the first replacement part
• Not installed: 24 months from purchase at Authorized Channel / 36 months from shipment from
Waukesha
Warranty Claims
Warranty claim types:
Engine warranty claim
Submitted under the engine serial number for:
• Failures occurring within the engine warranty period (See ELW) on:
• Original engine parts
• Service parts installed on the engine and failing within the warranty period. Part hours less than engine hours.
Defective service part warranty claim
Submitted under the generic serial number that matches part family: 000VHP, 000VGF, 000275, 000AT, 000APG, 000VSG
• Failures occurring within the part warranty period (See ELW) on:
• Parts not installed on an engine that were:
- Found defective out of the box
- Found damaged out of the box, packaging ok.
- Rusty parts – New part arrived rusty (clean / repair if possible, prior to replacement) See WEDA616A.
• Reimbursement for parts only and freight and customs if applicable (no labor, mileage, tech expenses, sublet labor)
• These claims should not have engine or parts hours because the parts were never installed.

Warranty Claims
Before submitting a claim, have you?:
❑ Reviewed training document OS&D (Part) claims vs. Warranty claims? (See the Waukesha
Documents tab on the Warranty homepage)
✓ OS&D claims are filed with your Fulfillment team and not part of Warranty.
✓ If Emergency fees need to be claimed, they must be submitted as an OS&D claim through
Fulfillment, not Warranty and only after the Warranty claim has been paid. Fees for only those
parts used on the claim only are eligible.
❑ Submitted a labor and mileage rate? If you are a new Channel, be sure your rates are submitted
and approved before starting a claim. See page 92.

Warranty Claims
❑ Reviewed WEDA582B for claim requirements and gathered all your documents to support your charges?
✓ Are the repairs completed? Claims cannot be filed until repairs are complete (engine repaired or defective part
replaced)
✓ Claims are for reimbursement of replacement parts and associated charges, NOT the failed parts.
✓ Is there only one failure on the claim? Only one failure per engine, per claim is allowed.
• Claims are tracked by their part initiating failure for quality purposes and only one part can be tracked per claim.
• Example: Oil leak from 3 different part numbers. This is 3 separate claims with the charges separated among
them.
❑ Communicated with Waukesha related to repair?
• A prior discussion with Waukesha does not negate the requirement for fields to have full information or
supporting documents.
• If Waukesha Tech Service is onsite for a repair, the tech names must be noted in Supporting details.
• Any discussions with Waukesha should be attached and noted in Supporting details.
• DO NOT ASSUME Warranty knows of agreements, discussions or techs on site.
• If you were given a Policy Concession, the concession number should be noted in Supporting details & letter/
communication attached.
Warranty Claims
❑ Translated any invoices / documents to English if necessary?
❑ Converted any charges not in USD? Use the conversion rate from www.OANDA.com OR
www.XE.com from the date of the invoice, not the current date?
❑ Provided a screen shot of this conversion calculation with the applicable invoice?

Warranty Claims
Provided photos & additional information:
❑ Provide pictures of the failure area on the part as well as the entire part with the defect in the center for reference.
❑ If the failed part has a serial number or any other markings, please provide clear pictures.
❑ Put all photos into one Word or Excel document. This will be easier for you to upload and for us to review.
❑ If claiming an internal engine failure, provide pictures, oil analysis reports and the maintenance interval
documentation in the attachments.
❑ If a controls failure (HMI, IPMD, ECU), include / attach:
❑ Alarm codes / ECU faults list
❑ ECU serial number
❑ Systems screen information from HMI, if applicable
❑ ECU downloads AND list of troubleshooting steps performed.
❑ ESM2 failures require panel fault information as well as ESM2 data logs, ECU calibration part number
This information should be gathered during diagnosis and attached to any controls claim. All downloads /
information must be from date of failure and just prior to be useful.
Warranty Claims
Please remember:
✓ Only those charges related to the repair / parts can be claimed.
• If multiple repairs are completed on the same days/service reports, all labor, mileage and tech expenses
must be split between the repairs / claims. Labor hours required for each repair; mileage and expenses
split accordingly (per hour x repair hours).
• See Mileage & expenses split template in the Waukesha Documents tab
✓ Engine hours must be since original startup. We do not recognize overhauls or upgrades resetting hours to
0. In these cases, the part hours are since the overhaul/upgrade, engine hours are since 1 st start up same
as any other part warranty.
• If the customer cannot supply the engine hours since new, you may calculate an average: Continuous
duty: 24 hours a day x 365 days in a year x Years since commissioning = Engine hours
✓ Service Bulletins are NOT Fleet programs. Service bulletins are informational only.
• If a failure pertaining to a service bulletin occurs during the Warranty period, the normal warranty process
should be followed
• Proactive replacement is not covered by Warranty.

Warranty Claims
Please remember:
✓ Once submitted, claims cannot be edited: this includes adding or deleting documents (only allowed in
Draft or Back to Draft status)
✓ Review Late fee policy in WEDA582B – The sooner we receive the claims, the sooner we can
address quality issues and lessen failures in the field.
✓ Make use of the templates available under Waukesha Documents
✓ Review Waukesha Warranty Policy Manual and the ELW for further information.
The more detail and explanation provided, the quicker your claim can be
processed and the quicker we can address quality issues.

Warranty Claims
Waukesha part invoice self service: With access to iStore, you can retrieve copies of the Waukesha part invoices.
For iStore questions, please contact your Waukesha Fulfillment representative.

Warranty Claims
Fleet program claims:
• Submitted the same as Warranty claims
• Alternate Item Initiating Failure field should be used for the Fleet Program number: SRF-XXX. See
pages 44-45.
• Please follow all directions on the Fleet Program notification letter, including allowed labor hours if
applicable, how to procure parts, etc.
• All claim requirements per WEDA582B and this training guide are still applicable except:
• Technicians will be reimbursed at certified rates regardless of training status where applicable
• Late fees are not applicable
• Put the Fleet Program number (SRF-XXX) in the Supporting Details field of the claim
• If an RMA was issued ahead of the claim, please put the WRMA number in the Supporting Details of
the claim
• Service Bulletins are NOT Fleet programs.

Submit a Warranty Claim
Choose
‘Warranty claim’
to Submit a
Warranty claim.

Start by entering the serial number.

• For defective service parts not
installed on an engine, enter the
appropriate generic serial number
(000VHP, 000APG, 000AT, 000VGF,
000VSG, 000INT) See page 31.
Please see training resources for Click next

clarification on an OS&D claim vs a
Warranty claim.

If the Engine does not have a

registration, you will get an
error (in red). You MUST
register before a claim can be
submitted. See page 21.

Enter hours and fuel Do not change status.

type. Any changes will result
If a defective service in an error message.
part installed on an
engine, the part
hours are less than
the engine hours
(hours on the part
since install).
For parts not
installed, both hours
should be zero (0). Choose Fuel Type

Enter Problem Enter any previous
description, Steps related claim, if
This is for
taken and Performed applicable.
Channel use to
repairs.
These should be a
track an internal
detailed summary & PO #, work
not have the same order # or any
information in all other reference
fields. # that you may
Referring to an want to link to
attachment or the claim.
conversation with Waukesha does
Waukesha is not not use this #
acceptable verbiage. but it will appear
See WEDA582B. on the credit
memo.
Enter any additional
information such as kit
number, extra labor, If the part entered is not
previous discussions recognized due to an old version,
with Waukesha, no longer sold, etc., try Show All
Waukesha techs on Enter the part number that Results.
site, RMA #, Fleet initiated the failure. No kit or
Program #, Field test full assembly numbers.
#, Concession #, etc.. Should be actual failed part
number. (example: seal,
exhaust valve, gasket etc..)
No verbiage or use of ‘NA’.
If the part does not
exist, check the Part
No. Initiating Failure
Not found box.
Date incident
Then enter the part
occurred is number AND the
when the description. This is
Customer also where you
called with would add a Fleet
the issue. Program number
(example: SRF-786).
Date back in
No verbiage or use of
Service is the ‘NA’.
date the
repairs were
completed. If the part is a reUp
Claims part, please chose
cannot be Yes and add the
filed until reUp part serial
repairs are number.
complete.

Warranty Claims
Technicians:
✓ Is technician Waukesha certified on the product line that was repaired (including in house rebuilding) or working
on site with a certified tech?
✓ Labor, tech expenses and mileage is only 100% reimbursed for certified technicians. See WEDA619A.
✓ Non-certified techs not working with a certified tech only receive 50% labor; no mileage, no tech expenses.
Warranty will reduce during claim processing.
✓ Fleet Program repairs are covered at certified rates
✓ Attach a service report with:
o Technician name legible
o Engine serial number
o Date of work
o Start and end times noted, labor hours and mileage totaled for each day
o Explanation of work performed each day
A basic, editable Service Report template is available in the Waukesha documents tab.
✓ Tech expenses: Paid within reason. Invoices supporting charges must be attached. See WEDA582B. No: luxury
vehicle rentals, excessive meals, alcohol, excessive accommodations etc.

Enter labor
Enter any Tech expenses along with expense reports & receipts to support.
hours if
(ex: accommodations, per diem/meals, transportation. Only covered for
applicable.
certified techs.
Must have
• NA for defective service parts not installed on an engine. See page 30.
service reports
with technician
start & end
times and
totaled labor
hours See
WEDA 582B.
• NA for Enter the names of the technicians that completed the repairs. At
defective least 1 tech must be certified and onsite for 100% reimbursement. See
service parts WEDA619A.
not installed • NA for defective service parts not installed on an engine. See
on an engine. page 31.
See page 31.
Enter travel if applicable. Mileage should be documented on the service

reports and only covered for certified techs.
• NA for defective service parts not installed on an engine. See page 31.

Enter Sublet Labor (ex: ECU Programming, welder, crane

etc..) if applicable.
Enter or Sublet Parts (ex: bolts, washers, WEDA690A, etc..) if

applicable. Warranty does not cover consumables. See
WEDA582B. Click to save. All other
info and attachments will
be added on the next
page.

Warranty Claims
Parts:
❑ Replacement parts invoice(s) is a Waukesha Part invoice(s)? Are the parts claimed circled on the invoices? A PO
does not qualify as an invoice. No longer required for claims submitted October 1, 2021 or later.
❑ If the failed part and replacement part are on the same invoice, please be sure to note that in Supporting details.
❑ We reimburse for the purchase of the replacement parts, which must be parts purchased from Waukesha or an
authorized Waukesha Solution Provider. (see next page)
❑ Defective Service part claims require the invoice of the root cause failed part showing sale date (if not installed) /
installation date. See WEDA582B.
✓ If the replacement part was ordered from Parts Super Center (PSC), the PSC invoice is required in place of the
Waukesha invoice
✓ If the failed part was ordered from PSC, then the claim needs to be filed with PSC.
• Contact: waukesha@pscparts.com All the same Waukesha claim requirements apply for a PSC claim.
✓ If the failed part came from a free of charge shipment from Waukesha, this should be noted in the Supporting
details.
✓ Waukesha purchased parts are reimbursed at your current Channel pricing at time of adding the part to the
claim.

Warranty Claims
Parts:
Replacement parts should always be purchased direct from Waukesha for all Warranty repairs.
For the limited occasions where parts are purchased from authorized Waukesha Solution Providers, see
• WEDA690A (Distributor or Platinum providers) or
• WEDA714 (Gold providers) Parts claimed normally:
✓ WEDA690A: Parts total put into Sublet Parts field

✓ Parts pricing is Waukesha User price less 15%. Total claimed should reflect this.
✓ Claims must include attachments:
✓List of Waukesha part numbers used in the repair with Waukesha User price less 15%. Use Excel template
found in the Waukesha Documents tab on the Warranty homepage.
✓Proof of purchase for the parts from an authorized Waukesha Solution Provider(s) with the pricing redacted from
the document

Warranty Claims
Parts:
reUp Core charges:
• Can only be claimed if the core is damaged beyond repair. This must be noted in the Supporting details and pictures of
damage should be attached.
OR
• If part was returned on a previous claim AND claim was paid.
• Submit a new claim and be sure the previous claim number is entered in the field provided
For non-returned parts or parts returned and claims rejected, core should be returned though the reUp process if
applicable. See page 78 for returned parts requests criteria.
Failed parts:
• Should not be dissembled. Disassembling parts voids the warranty (unless rebuild kit is used)
• Should be held for 30 days after claim payment for possible return request.
• After this period, they can be scrapped (unless your Country requires them to be held longer).
Handling vs Freight
• Handling is essentially a restocking fee to replace the part taken out of your inventory to make the repair. It is
automatically calculated based on the part price and is between 5-15%.
• Freight is for charges incurred to order the part for the specific repair
• Handling and freight cannot be claimed on the same part

Click to add parts. Each

part is added this way.

If the option of –WAU
Enter part
numbers used for
part number appears,
repair. 1 part please pick that part
number at a time. number. The other may
Click NEXT not be priced. Check
prices after adding.
Change the
quantity if If part is not found, try
necessary. Show All Results to
Do not add search.
multiple
lines for the
same part
number.
Finish to add part
to claim.
Handling should be checked only if the part was
taken from stock. If ordered for repair, then only
freight can be claimed. See page 51. Click NEXT

Submit a Warranty claim (Parts)
Click ‘Add Part’ for Click ‘Remove Parts’ for

every part that needs each part you need to
to be claimed. delete.
The part, description, quantity, price & Handling for every part claimed
will be shown here.
Choose Repair
Branch.
If a branch is
missing, please
contact Warranty to
have it added.
The branch chosen

is listed on the
credit memo.

Submit a Warranty claim (Parts)
After adding parts,
scroll down to part for
repair section for Total
Parts Amount.
If you claim freight, freight invoices

must be uploaded.
Cannot claim handling on the same
part(s) as freight. See page 51.

All fields can now

be edited.
Any changes will
be highlighted in
yellow and must
be saved in each
section.
You must save data

in each section.

The Labor and Mileage rates will auto
populate with the approved rate for
your Channel. See page 32.

Warranty Claims
Customs:
❑ Have you gathered all requirements listed in WEDA 569B?
✓ Invoice checklist completed and included all documents?
✓ Only customs charges for the parts claimed?
✓ Was a Waukesha Approved Broker used? If not, customs will not be reimbursed.
• See the approved Customs Broker List in the Waukesha Documents tab on the Warranty homepage.
✓ Separated freight from customs?
• Storage charges are considered Freight.
• Only up to 10 days of storage is accepted.
❑ Translated any invoices / documents to English if necessary

❑ For any charges not in USD, use the conversion rate from www.OANDA.com OR www.XE.com from the
date of the invoice, not the current date. Provide a screen shot of this conversion.
✓ Write out the conversion calculation on the actual invoice showing how you arrived at the USD amount
or show in the OANDA or XE.com screen shot.
Warranty Claims
To access OANDA rate converter: www.oanda.com > Currency Converter > Converter
Screen shot example of OANDA rate

conversion and date entry:

Submit a Warranty claim (Customs)
If Custom Duties
reimbursement is needed,
add charges and SAVE.

If additional Customs charges fields
are needed, click New.
These fields are for CUSTOMS
ONLY.
Add the customs charge

description and amount and
SAVE.

Total Customs amount will

update after saving.
Customs documents are
required per WEDA569B.

Click on gray pencil to

edit.
If you need to delete,
just change the amount
to $0.
To edit Additional
CUSTOMS
charges: Click on
the description

Submit a Warranty claim
Upload all documents as
required by WEDA582B,
569B & 690A or 714.
Uploaded documents will show

here.
To Delete: click on drop down
arrow next to file and click on
Delete. (Only allowed in Draft
and Back to Draft status)
If you are not ready to submit,
you can save your changes
and leave the claim in the Draft
status
You have 60 days to submit
the Draft before it is deleted.
If you need more than 60 days,
go into the claim, edit any field
and then save again.

Review claim total. Do not
submit if amount is $0.
Review claim for missing
information.
Submit the claim if

completed.

Status and
Workstep will
show
Submitted.

When Warranty has begun reviewing the claim, the status chevron will change to Under Review and the
Case Owner will change to the Warranty person reviewing.
• The Case Owner is your contact for that claim.

• Claim status (chevron) and Workstep will change as the claim moves through the process.

Print a Warranty Claim
You can print your submitted warranty claim by Right clicking anywhere on the claim page
and choosing Print.

Respond to questions within a claim
If you receive an email regarding a claim similar to this:
Please respond to ALL. This will automatically update the claim with your response & if
you include attachments, will automatically attach them to the claim.
DO NOT delete or alter ANY data from the original email / subject etc..

Please note: ONLY the Community Link at the bottom of any Warranty application
generated email with allow you back into the application.
Clicking on the INNIO-Link with take you to a login page and you will not be able to log in. This
is for Waukesha Internal use only.

In the Case comments section, click on new to add or respond. However, you will not be able
to add attachments here. ONLY through email. See page 71.
You cannot add attachments directly or make any other changes

to the claim once submitted. See page 71.

A claim may be sent back to draft status for you to correct. Please correct per the message from
the Warranty specialist and when complete, submit the claim again.
Sending back to draft is only allowed twice and only used on an exception basis. If given the
opportunity to correct the claim and it is still incorrect, the claim will be closed.

Part return request
If Waukesha requires a
part returned for
analysis, an email
request will be sent
through the warranty
claim.
Please note: RMA’s do not

come from Warranty
claims.

Part return request
When returning the part:
• Part must be returned within 30 days of request. Claim will be rejected if parts are not returned.
• Parts cannot be altered, disassembled or cleaned
• Parts should be packaged well to avoid damage during shipment.
• Part defect should be clearly identified with paint, marker or tape.
• If multiple parts are being shipped, they should be protected from each other & each clearly labeled.
• Ship whichever method is most economical for you.
For international returns – you must ship DDP (Waukesha, WI, US) Inco terms 2020. See WEDA569B.
• If you plan to claim for reimbursement to return the parts after claim payment (pg. 78), you must use an
approved Customs Broker (pg. 59).
• Instruct elected US clearance broker to process the customs entry as consumption.
Waukesha does not schedule shipment or pay any charges to return parts up front; Warranty returns or RMA’s.
When scheduling shipping, be sure to have your carrier schedule delivery by contacting
Waukeshaenginedeliveries@innio.com
Part return request
When returning the part:
❑ Part return request email must be included in the box
❑ Part return request email must be included with the shipping paperwork.
❑ The Warranty claim number must be written largely in marker on at least 2 sides of the
box.
Ship only to:
Receiving / Return Goods – Gate No. 1
INNIO Waukesha Engine
Return Goods Dept. We recommend
1101 W. St. Paul Avenue printing pages 76 & 77
Waukesha, WI 53188 for your Shipping
department to be sure
they are following the
Do not put attention to any person’s name in the address part return
requirements.

Part return request
• Parts requested returned may need further analysis in house or at their Supplier. Please allow 8 weeks
from receipt of part at Waukesha for analysis.
• If a claim is credited for a part you returned, you may file a new claim for reimbursement of the shipping
charges (freight and/or customs) and if applicable, core. Please be sure to include the previous claim
number in the field provided.
Submission must be completed within 3 weeks of claim credit.
If your claim is rejected and you would like the returned part sent back to you, you must contact the
Warranty Department within one (1) week of rejection, or the part will be scrapped. Please provide:
• Contact name, phone number, email address and shipping address
• Shipping Company and shipping account number to charge shipment
Please note: If destructive testing or disassembly was required to complete analysis, the parts
may not be available to return.
Copy claim
For multiple similar claims, like Fleet
Program claims, you may use the Copy
Claim feature. OR
Choose any claim you want to duplicate, no

matter the status and click on Copy Claim. You
may need to find the option in the dropdown at
the top right of the page.
Enter the engine serial number for the new claim

and click on Next

Copy claim
The engine data will display. Note: if the engine is not registered, you will get an error message to register the
engine first, same as a new claim submission. Click on Next.

Copy claim
Continue to fill in the claim fields
as normal.
Fields that will copy from the
previous claim are:
• Problem Description
• Steps taken, Findings &
Cause
• Explanation of performed
repairs
• Supporting details
• Alternate Item Initiating
Failure
• Parts for Repair table
All fields are editable in the new

claim.
Required fields still must be
completed.

Copy claim
Continue to fill in the claim fields as normal. Click on Create Copy when complete.

Copy claim
The new claim number will display. Be sure to make note of the new claim number as you will need it to
complete the claim.
Click on Finish.

Copy claim
Click on View Cases, change your list view to Waukesha Warranty, and be sure you are sorting on Draft Creation date, newest
first. Your new claim, in Draft status, will be at the top.
Click on the case number to open your draft and complete your claim as normal.
• Make any edits needed, add or remove parts, upload documents and pictures etc. Then save and submit or save as Draft.

View a Warranty Claim
Click on View
Cases
Change drop down to Waukesha Warranty
Click on the GREEN Case Number to open the case.

NOTE: Waukesha still uses the CASE ID to identify
the cases. Please use the CASE ID when contacting
Warranty.

Owner Name = Warranty rep handling

Status & workstep of claim is shown here
claim
Submission
date

Individual claim view will also show Warranty rep, claim status (chevron) and
workstep:

To view the credit memo date, number and amount in the claim view, scroll down in
the claim to Fulfillment details.
An email with the credit memo number is sent when the claim is processed for
payment.

Processed claims
Credit memos:
If you need a copy of a credit memo, please contact your Finance /

Accounting department. Credit memos are automatically sent to them
each month.
If needed, you can contact Waukesha Finance at
waukesha.remits@innio.com
Include the credit memo number per previous page.
Warranty does not have copies of credit memos.

Dashboard - Claims
Click on Dashboard. Current claim status will show in a chart. If you have Jenbach access, you will
also see a separate report for Jenbach. Waukesha claim count for current and previous year.
Click on
Dashboard

Dashboard - Claims
Click anywhere on Chart for details and report view.
Click View
Report

Dashboard - Claims
View report provides claim details for each Status. Hover over chart for exact numbers of each status.
Hover mouse
over bar for
exact count
Scroll down for

claim details

Dashboard - Claims
Click on Export > Formatted Report > Export for Excel download.
Export

Request new or update Labor/mileage rate
New Channels: Be sure to request rates and receive the approval email prior to
submitting claims or starting drafts.
Before requesting a new rate, do you have:
✓ Proof of Waukesha certified technicians?
The one labor rate includes both straight and overtime. We recommend using 80% of your straight rate +
20% of your overtime rate to = Waukesha Labor rate.
Before submitting for an updated rate, do you have:

✓ Reason for update? Word document attached with reason for new update.
Rates can be updated no less than once every 12 months.

Choose ‘Labor
Rates’ to
Submit a rate
request.
Click Next

Enter requested
Labor and
Mileage rates.
Click SAVE.

Click Submit
once
documents are
attached.
Upload proof of certified technicians

for new requests OR reasons for
requesting update and documents to
support rates.

• After submitting, your rate request will be reviewed by Warranty and your CSM if
necessary.
• Your CSM will contact you if adjustments are required.
• You will receive an email once your rates are approved.

Questions?
If you have questions,

please contact Warranty prior to submitting.
Waukesha.Warranty@innio.com

SFDC Level 2 Training 5.20.2022

Uploaded by

Copyright:

Available Formats

You might also like

SFDC Level 2 Training 5.20.2022

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

SFDC Level 2 Training 5.20.2022

Uploaded by

Copyright:

Available Formats

Salesforce (SFDC) Warranty Application Level 2 User Guide

Deferrals, Registrations, Claims & Labor / Mileage rate request

All rights reserved 5/20/2022 2

Pete Skowronski Troy Kumma Shannon Schmidt Bob Winter

All rights reserved 5/20/2022 3

• The SSO screen opens to validate

All rights reserved 5/20/2022 4

Click here to access

All rights reserved 5/20/2022 5

Login using your INNIO SSO

Please note: If you do not log in for 6

All rights reserved 5/20/2022 6

View all View all Waukesha

Your login name

All rights reserved 5/20/2022 7

• Be sure the ‘All’ list view is chosen.

• Sort by the Last Modified Date (click

• Click on link to download

All rights reserved 5/20/2022 8

All rights reserved 5/20/2022 9

All rights reserved 5/20/2022 10

Customer Customer contacts

and sent for

All rights reserved 5/20/2022 11

All rights reserved 5/20/2022 12

See WEDA542B for Deferral requirements

All rights reserved 5/20/2022 13

All rights reserved 5/20/2022 14

All rights reserved 5/20/2022 15

Select if the engine has been inspected.

Do not Select if the engine has damage or missing

All rights reserved 5/20/2022 16

Select if the engine has been

Enter date of preservation.

Click here to save.

All rights reserved 5/20/2022 17

If you would like to

All rights reserved 5/20/2022 18

Email will be sent with approval or denial of Deferral:

All rights reserved 5/20/2022 19

Change drop down to

Click on the GREEN Case Number to

All rights reserved 5/20/2022 21

All rights reserved 5/20/2022 22

All rights reserved 5/20/2022 23

Fields with a RED *

All rights reserved 5/20/2022 24

Fields with a RED *

All rights reserved 5/20/2022 25

Fields with a RED *

Click here to Save.

All rights reserved 5/20/2022 26

If you would like to

Click here to add

All rights reserved 5/20/2022 27

Email will be sent

All rights reserved 5/20/2022 28

Change drop down to