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MUSIC TRIBE CARE PORTALCommunity Users can access the Community Care Portal to submit their tickets regarding product-related concerns.
Table of ContentsPre-sales Forms...........................................................................................................................................1
Technical Support Forms.............................................................................................................................3
Service Request Forms................................................................................................................................6
Product Registration Forms.......................................................................................................................10
Spare Parts Forms......................................................................................................................................13
Brands List and Defects Map.....................................................................................................................17
Brands List.............................................................................................................................................17
Defects...................................................................................................................................................17
API Reference............................................................................................................................................23
MSD CRM API........................................................................................................................................23
Pre-sales sample Post Data.........................................................................................................23
Technical Support sample Post Data...........................................................................................24
Service Request sample Post Data..............................................................................................25
Product Registration sample Post Data.......................................................................................26
Spare Parts sample Post Data.....................................................................................................27
Get All User Cases.......................................................................................................................28
Get Case Details..........................................................................................................................29
Products API..........................................................................................................................................30
Suggested Solutions (Knowledge Base API)...........................................................................................30
Azure Storage API and File Upload Workflow........................................................................................31
Pre-sales Forms
Form Field Name Field Type API Field Name Required? CommentCase Type Text CaseType Y Case Type DropdownTitle Text Title N - Autopopulated from Profile
- Read only- Ex: Mr, Ms, Mrs, etc.
First Name Text FirstName Y - Autopopulated from Profile - Read only
Middle Name Text MiddleName N - Autopopulated from Profile- Read only
Last Name Text LastName Y - Read only- Autopopulated from Profile
Email Text EmailAddress Y - Autopopulated from Profile- Read only
Country Text Country Y - Autopopulated from Profile- Read only- Has 2 parts, Country Code and Phone Number
Phone Text Phone Y - Autopopulated from Profile- Read only
Customer Tribe Text CustomerTribe Y - Customer Tribes, comma separated (If selected > 1)
Brand Dropdown Brand Y - Brands Dropdown- See brands list for details.
Model Name Dropdown ModelName Y - Disabled at first- Populates after a brand is selected- Dropdown data fetched from Brands API, see P roducts API below for usage.
Subject Text Subject Y Subject (Max 30 characters)Description Textarea Description Y Description
(Figure 1.1 – Pre-sales Forms)
Technical Support FormsForm Field Name Field Type API Field Name Required? CommentCase Type Dropdown CaseType YesTitle String Title Yes - Auto populated from profile
- Read only- Mr., Mrs., Ms., Dr., or Prof.
First Name String FirstName Yes - Auto populated from profile- Read only
Middle Name String MiddleName No - Auto populated from profile- Read only
Last Name String LastName Yes - Auto populated from profile- Read only
Email String EmailAddress Yes - Auto populated from profile- Read only
Country String Country Yes - Auto populated from profile- Read only
Phone String Phone Yes - Auto populated from profile- Read only- Has 2 parts, Country Code and Phone Number
Customer Tribe Selectize CustomerTribe Yes - Can select multiple tribes- Will be passed as comma separated values
Brand Dropdown Brand Yes - Contains list of brands- Please see Products API below
Model Name Dropdown ModelName Yes - Disabled at first- Populates after a brand is selected- Please see Products API below
Serial Number String ProductSerial Number YesFirmware Version
String FirmwareVersion No
Defect Dropdown Defect Yes - List of defects- Please see Defects below
Defect Type Dropdown DefectType Yes - Disabled at first- Populates after a defect is selected- Please see Defects below
Symptom Dropdown Symptom Yes - Disabled at first- Populates after a defect type is selected- Please see Defects below
Supporting Information
File Upload SupportingInfo No - Is a link to where the file is stored- Maximum of 25MB- can be PDF, EXCEL, ODS, TEXT, WORD, all standard formats, excluding EXE/ZIP- Please see File Upload below
Subject String Subject Yes - Maximum of 30 charactersDescription String Description YesSuggested Solution
Floating Section
- No - Please see Suggested Solution below
(Figure 2.1 – Technical Support Forms)
Service Request FormsForm Field Name Field Type API Field Name Required? CommentCase Type Dropdown CaseType YesTitle String Title Yes - Auto populated from profile
- Read only- Mr., Mrs., Ms., Dr., or Prof.
First Name String FirstName Yes - Auto populated from profile- Read only
Middle Name String MiddleName No - Auto populated from profile- Read only
Last Name String LastName Yes - Auto populated from profile- Read only
Email String EmailAddress Yes - Auto populated from profile- Read only
Country String Country Yes - Auto populated from profile- Read only
Phone String Phone Yes - Auto populated from profile- Read only- Has 2 parts, Country Code and Phone Number
Customer Tribe Selectize CustomerTribe Yes - Can select multiple tribes- Will be passed as comma separated values
Brand Dropdown Brand Yes - Contains list of brands- Please see Products API below
Model Name Dropdown ModelName Yes - Disabled at first- Populates after a brand is selected- Please see Products API below
Serial Number String ProductSerial Number YesService Type Dropdown ServiceType Yes - Warranty or Non WarrantyFirmware Version
String FirmwareVersion No
Defect Dropdown Defect Yes - List of defects- Please see Defects below
Defect Type Dropdown DefectType Yes - Disabled at first- Populates after a defect is selected- Please see Defects below
Symptom Dropdown Symptom Yes - Disabled at first- Populates after a defect type is selected- Please see Defects below
Supporting Information
File Upload SupportingInfo No - Is a link to where the file is stored- Maximum of 25MB- can be PDF, EXCEL, ODS, TEXT, WORD, all standard formats, excluding EXE/ZIP- Please see File Upload below
Subject String Subject Yes - Maximum of 30 charactersDescription String Description YesSuggested Solution
Floating Section
- No - Please see Suggested Solution below
Screenshot
(Figure 3.1 – Service Request Forms)
ADDITIONAL FIELDS (when Service Type is Warranty)
Form Field Name Field Type API Field Name Required? CommentDate of Purchase Date selector PurchaseDate Yes - date format in the form is
MM-dd-yyyy- date format in API is yyyy-MM-dd
Proof of Purchase File Upload ProofOfPurchase Yes - Is a link to where the file is stored- Maximum of 25MB- can be PDF, EXCEL, ODS, TEXT, WORD, all standard formats, excluding EXE/ZIP- Please see File Upload below
Screenshot
(Figure 3.2 – Service Request Forms Additional fields if Warranty)
Product Registration Forms
The product registration form is a multi-step form. The first accepts multiple inputs of brand and serial number pair, and the last part is the actual product registration. By clicking the (+) icon beside the serial number input field, user can add another set of Brand and serial number.
Form Field Name Field Type API Field Name Required? CommentCase Type Text CaseType Y Case Type DropdownTitle Text Title N - Autopopulated from Profile
- Read only- Ex: Mr, Ms, Mrs, etc.
First Name Text FirstName Y - Autopopulated from Profile - Read only
Middle Name Text MiddleName N - Autopopulated from Profile- Read only
Last Name Text LastName Y - Read only- Autopopulated from Profile
Email Text EmailAddress Y - Autopopulated from Profile- Read only
Country Text Country Y - Autopopulated from Profile- Read only
Phone Text Phone Y - Autopopulated from Profile- Read only- Has 2 parts, Country Code and Phone Number
A. Step 1 – Brand and Serial Number Form
Form Field Name Field Type API Field Name Required? CommentBrand Dropdown Brand Y - Brands Dropdown
- See brands list for details.Serial Number Text ProductSerialNu
mberY - Product Serial Number
Please take note that the form can accept multiple Brand and serial pairs so that user can register multiple products in a single form submission.
(Figure 4.1 – Product Registration Forms Step 1)
Note: Fields in Green Box indicates the Dynamic part of the Multi-step form
B. Step 2 – Purchase Information
Form Field Name Field Type API Field Name Required? CommentDate of Purchase Date PurchaseDate Y Purchase date
Dealer’s Name Text DealerName Y Dealer informationDealer’s Country Text DealerCountry Y Dealer informationProof of Purchase FileUpload,
TextProofOfPurchase Y - Is a link to Azure Storage
where the file is stored - Maximum of 20MB - can be PDF, EXCEL, ODS, TEXT, WORD, all standard formats, all image formats, excluding EXE/ZIP - see File Upload below
Model Name Dropdown ModelName Y - Product Model Name- Data fetched from Brands API, see Products API below
(Figure 4.2 – Product Registration Forms Step 2)
ADDITIONAL FIELDS (only appear when I am a Business radio is selected)
Form Field Name Field Type API Field Name Required? CommentCompany Name Text CompanyName Y Name of company
Website Text Website N Company website
(Figure 4.3 – Product Registration Forms Step 2, I am a Business radio selected)
IMPORTANT NOTES
Product Registration submission performs asynchronous multiple case creation based on the number of products the user entered (number of products = number of brands and serial number pairs user entered).
Spare Parts FormsForm Field Name Field Type API Field Name Required? CommentCase Type Dropdown CaseType YesTitle String Title Yes - Auto populated from profile
- Read only- Mr., Mrs., Ms., Dr., or Prof.
First Name String FirstName Yes - Auto populated from profile- Read only
Middle Name String MiddleName No - Auto populated from profile- Read only
Last Name String LastName Yes - Auto populated from profile- Read only
Email String EmailAddress Yes - Auto populated from profile- Read only
Phone String Phone Yes - Auto populated from profile- Read only- Has 2 parts, Country Code and Phone Number
House No. String HouseNumber NoStreet Name String StreetName NoZip Code String ZipCode Yes - Auto populated from profileCountry String Country Yes - Auto populated from profile
- Read onlyBrand Dropdown Brand Yes - Contains list of brands
- Please see Products API belowModel Dropdown Model Yes - Disabled at first
- Populates after a brand is selected- Please see Products API below
Nature of Inquiry Dropdown NatureOfInquiry Yes - Pricing and Availability- Order- Warranty and Returns
- General InquiriesSubject String Subject Yes - Maximum of 30 charactersDescription String Description YesSupporting Information
File Upload
SupportingInfo No - Is a link to where the file is stored- Maximum of 25MB- can be PDF, EXCEL, ODS, TEXT, WORD, all standard formats, excluding EXE/ZIP- Please see File Upload below
(Figure 5.1 – Spare Parts Forms)
ADDITIONAL FIELDS (only appear when I am a Business radio is selected)
Form Field Name Field Type API Field Name Required? CommentCompany Name String CompanyName Yes - Auto populated from profileCompany Phone String CompanyPhone Yes - Auto populated from profile
- Has 2 parts, Country Code and Phone Number
Website String - No - Not submittedCompany Email String CompanyEmail Yes - Auto populated from profileZip Code String CompanyZipCode Yes - Auto populated from profileCountry Dropdown CompanyCountry Yes - Auto populated from profile
Screenshot
(Figure 5.2 – Spare Parts Forms, I am a Business radio selected)
Brands List and Defects Map
Brands List Behringer Bugera Eurocom
Klark Teknik Lab Gruppen Lake
Midas Tannoy
DefectsThe 3 dropdowns are arranged as follows:
Defect
- Defect Type
- Symptom
Once a Defect is selected from the list, only then will the Defect Type be populated. The same goes for Defect Type and Symptom. The full defects list is below (please note that these are case sensitive):
{ "defects":[ { "Name":"Power", "Types":[ { "Type":"AC Mains", "Symptoms":[ "111 - No power", "118 - Power-off function not working", "119 - No switch-on from standby", "11A - Powers up but no operation", "11B - Cyclic power on / off", "11C - Blowing external (mains) fuse", "11D - Set switches off by itself", "11G - No automatic switch on / off", "11H - Internal protection switch / fuse in set triggers" ] }, { "Type":"Battery", "Symptoms":[ "113 - No power when using dry batteries", "117 - Short operation time / short battery life", "120 - Charging problem / Level problem", "122 - Incomplete battery charge",
"11E - Backup battery problem", "112 - No power when using AC adapter" ] }, { "Type":"Safety", "Symptoms":[ "17B - Electric shock / static discharge", "125 - Excessive heating / temperature (not specific)" ] } ] }, { "Name":"Audio", "Types":[ { "Type":"Audio Level", "Symptoms":[ "510 - No audio", "516 - No sound from speaker", "517 - No sound from earphone / headphone", "518 - No microphone sound", "519 - No sound from digital output", "521 - Low audio level", "522 - Excessive audio level", "523 - Balance problem", "524 - Fader problem", "525 - Audio level remaining / no muting" ] }, { "Type":"Quality Of Audio", "Symptoms":[ "531 - Poor frequency response", "532 - Distorted audio", "533 - No or poor treble", "534 - No or poor bass", "535 - Earphone / headphone audio poor", "583 - Difference in phase between channels" ] }, { "Type":"Audio Noise", "Symptoms":[ "541 - Hum", "542 - Hiss / rustle / background noise", "543 - Crosstalk", "544 - Static / pop or click noise", "546 - Scratching noise", "549 - Data / digital noise", "242 - Oscillation", "144 - Noisy transformer / humming", "147 - Clicking",
"149 - Cracking", "14A - Whistling" ] }, { "Type":"Mechanical Noise", "Symptoms":[ "642 - Motor noise", "643 - Wind / air noise", "645 - Fan noise", "649 - Control or switch noisy", "64A - Grinding", "64C - Vibration noise" ] } ] }, { "Name":"Display", "Types":[ { "Type":"Function Of Display", "Symptoms":[ "131 - No or faulty display", "132 - Faulty lamp / LED operation", "133 - Faulty level meter operation", "13A - Unusual or incorrect message in display", "13B - No, partial, or uneven backlight" ] }, { "Type":"Visual", "Symptoms":[ "316 - Horizontal line problem", "317 - Vertical line problem", "318 - No picture in LCD", "731 - Incorrect character display", "732 - Missing display characters", "139 - Display dim / too dark / partial / flickering / bad colour etc.", "13F - Missing segment(s)" ] } ] }, { "Name":"Function", "Types":[ { "Type":"Connection", "Symptoms":[ "21F - No network / Internet connection / network initialization fails",
"22C - Poor / interrupted Internet / Network connection", "76C - Memory card problem", "781 - USB interface problem", "783 - SCSI interface problem", "784 - Serial interface problem", "785 - Incompatible with other systems", "787 - i.Link / Firewire / IEEE1394 interface problem", "788 - LAN / Wifi problem", "78A - Bluetooth / infrared problem" ] }, { "Type":"Mechanical", "Symptoms":[ "17G - Pedal not operating", "61B - Control / switch not working correctly", "61D - No fan / ventilation", "744 - Sticky / hard to press key(s) / touchscreen", "745 - Inoperative key(s)" ] }, { "Type":"Digital Electrical", "Symptoms":[ "713 - System does not boot up", "718 - No data communication", "719 - Error message display", "71D - Operation process freezing", "722 - Operating system reset / crashes while being used", "724 - Faulty operation of plug-in module, memory card, etc.", "725 - Faulty keyboard operation", "729 - Memory error", "72C - Operation control too slow / sluggish / freezing", "760 - Data storage problem", "761 - Formatting problem", "741 - Mouse / trackball / trackpad / touchscreen not working", "742 - Keyboard / touchscreen locks up", "746 - Pointing device / touchscreen not tracking properly / Sluggish", "747 - Pointing device / touchscreen jittery", "774 - Program / application cannot be installed", "77C - Password / access protection problem", "77D - Self-Diagnosis Reports pre-failure notice" ] } ] }, { "Name":"Physical Issues",
"Types":[ { "Type":"Damage", "Symptoms":[ "161 - Damaged / deformed cabinet / panel / glass", "162 - Damaged handle / Clip / transport strap", "163 - Damaged control knob(s) / button(s) / keypad", "164 - Damaged door / cover", "165 - Damaged seal", "166 - Damaged plug / socket / terminal / connector / card holder", "169 - Damaged antenna", "16G - Weak / damaged stand", "16H - Damaged speaker", "16K - Foreign substance on / in unit", "188 - Unable to connect parts / to assemble", "18B - Battery mounting problem", "650 - Mechanical instability", "651 - Uneven feet", "652 - Faulty hinge", "653 - Vibrating / jumping", "654 - Part(s) loose", "655 - Wheel defect", "658 - Waterproof problem", "749 - Trackpad / touchscreen surface damaged", "74A - Keyboard key(s) damaged" ] }, { "Type":"Missing", "Symptoms":[ "187 - Wrong or missing accessory", "16B - Missing component(s) or ornamental part(s)", "186 - Wrong product in carton" ] }, { "Type":"Electrical", "Symptoms":[ "16D - Set burning / emits smoke", "16F - Smell", "16J - Set gets very hot / parts melting" ] }, { "Type":"Cosmetic", "Symptoms":[ "189 - Wrong colour", "16C - Printed markings erased / peeled off" ] } ] }, {
"Name":"General Service", "Types":[ { "Type":"Service Request", "Symptoms":[ "181 - Test and check", "182 - General overhaul", "184 - Initial setup / installation requested", "18C - Software / Firmware upgrade requested", "18E - Calibration / alignment requested" ] } ] } ]}
API Reference
MSD CRM API
Post Request URL:
https://musictribecrmapi-prd.azurewebsites.net/api/case/CreateCase
Please take note that the Post Data fields are different for each type of Case.
Pre-sales sample Post Data
(Figure 6.1 – Pre-sales sample data body)
Technical Support sample Post Data
(Figure 6.2 – Technical Support sample data body)
Service Request sample Post Data
(Figure 6.3 – Service Request sample data body)
Product Registration sample Post Data
(Figure 6.4 – Product Registration sample data body)
Spare Parts sample Post Data
(Figure 6.5 – Spare Parts sample data body)
Get All User Cases
Get Request URL:
http://musictribecrmapi-prd.azurewebsites.net/api/case/CaseByCustomer/{user.email}/
This endpoint fetches ALL the Cases per user. Email should be provided as URL parameter.
(Figure 6.6 – CRM get user cases response data)
Get Case Details
Get Request URL:
https://musictribecrmapi-prd.azurewebsites.net/api/case/CaseDetail/{caseNumber}
This endpoint fetches individual case details. Case number should be provided as URL parameter.
(Figure 6.7 – CRM get case details response data)
Products API
Endpoint URL Parameters Parameter Descriptionhttp://new.tannoy.com/.rest/musictribe/v1/downloadcenter/allproducts
brandName One of the following brand names on the brands list in LOWERCASE. Omit the spaces in brand names, ex: klarkteknik, tcelectronic.
Sample GET Request URL:
http://new.tannoy.com/.rest/musictribe/v1/downloadcenter/allproducts?brandName=tcelectronic
Sample Response Data:
(Figure 6.8 – Brands API Response Data)
Suggested Solutions (Knowledge Base API)
This is a floating section that can display a maximum of 20 Knowledge Base Articles. Articles are obtained from this URL: http://musictribecrmapi-prd.azurewebsites.net/api/article/articleList
On initial load of the page, this section will show the first 20 articles obtained from the URL above.
When a user selects a brand from the Brand dropdown, a call will be sent here:
http://musictribecrmapi-prd.azurewebsites.net/api/article/articleList/{brand}
which will get related to {brand}. When a user types something into the Subject field, it will also trigger a call to the URL as follows:
http://musictribecrmapi-prd.azurewebsites.net/api/article/articleList/{subject}
Please note that once a user has typed anything into the subject field, the form will disable calling the URL on selecting a Brand from the dropdown.
Azure Storage API and File Upload Workflow
Due to the limitations of the MSD CRM, the files uploaded in the Care Portal forms are stored in a different storage. We used Microsoft Azure Storage as storage for the uploaded files in the care portal.
Also, we only pass a string containing the URL together with the unique file name on CRM Endpoint.
The unique file name used on the uploaded files are using current date and time values in YYYYMMDDhhmmssSSSS format, together with the uploaded file’s extension.
Here is the link for the complete documentation on how to use Microsoft Azure Storage. https://docs.microsoft.com/en-us/azure/storage/blobs/storage-quickstart-blobs-javascript-client-libraries-legacy
The following are the information required to Authenticate to the Azure Storage
sasString sv=2019-02-02&ss=bfqt&srt=sco&sp=rwdlacup&se=2029-12-31T15:59:00Z&st=2019-12-12T13:46:08Z&spr=https&sig=nCc2B0VmGY8Qs%2BFy0IpKW1fjcNCQDj52t9ULATSqSpI%3D
accountName mtcrm365stor2
Containers – these are the storage locations defined for each document type.
Type Container Name Container URLProof Of Purchase
mt365crmproofattachments https://mtcrm365stor2.blob.core.windows.net/mt365crmproofattachments/
Supporting Information
mt365crmsupportingattachments https://mtcrm365stor2.blob.core.windows.net/mt365crmsupportingattachments/
(Figure 6.9 – Azure Storage and File Upload Workflow Illustration)
