Decisiv + Prokeep Integration

Overview

The Prokeep–Decisiv integration connects your Prokeep workspace to Decisiv Case. It supports two independent workflows that can be used together or separately depending on how your location is set up.

Before You Begin

Before using either workflow, confirm the following:

• The Prokeep–Decisiv integration is enabled at your location. Contact your Decisiv representative to request activation if it is not already set up.
• A case must already exist in Decisiv before a Prokeep conversation can be linked to it.
• Prokeep and Decisiv are separate platforms with separate login credentials. You will need to sign in to each independently.
• For the parts workflow: the parts counter must be configured to receive notifications via Prokeep. Confirm this with your system administrator before testing.

For help signing into Decisiv, visit the Decisiv Help Center.

Workflow 1: Attaching a Conversation to a Case

Use this workflow to attach a Prokeep conversation thread to an open Decisiv case as a PDF record. This can be done at any point during or after a service event.

Step 1: Open the Conversation Thread

1. Navigate to your Prokeep inbox.
2. Open the conversation thread you want to attach to a case.

Step 2: Open the Decisiv Panel

1. Locate the Decisiv icon (truck icon) in the thread toolbar, near the Print button.
2. Click the icon. The Decisiv panel opens on the right side of the screen.

Step 3: Select or Enter a Case

Depending on your location’s setup, the panel will present one of the following:

• Case list picker: A list of open cases at your location appears, filtered by your Dealer ID. Each entry shows the customer name and asset. Select the correct case from the list.
• Manual entry: Enter or paste the Decisiv Case ID directly into the field provided.

Note: The case list only shows open cases. If the case you need is not visible, confirm it is open in Decisiv and assigned to your location. If it still does not appear, contact your system administrator.

Step 4: Submit

1. Click Submit.
2. Prokeep generates a PDF of the conversation thread and sends it to Decisiv.
3. A smart tag showing the case ID appears on the thread, just to the right of the Print button. This confirms the attachment was successful.

What Appears in Decisiv

The conversation PDF is attached to the case under the Attachments section. The PDF includes:

• All messages and timestamps from the thread
• Participant names
• Channel and location information
• The date and time the PDF was generated

Each conversation thread is attached as its own PDF file. Multiple threads can be attached to the same case.

Note: If you attach a thread before the conversation is finished, the PDF in Decisiv will be replaced with a final version automatically when you close the thread in Prokeep.

Important: Notes Are One-Way

Updates sent from Prokeep to Decisiv cannot receive replies through the integration. Any notes or PDFs posted from Prokeep will include a “PLEASE DO NOT REPLY” notice. If you need to respond to a case note, do so directly within Decisiv.

Workflow 2: Parts Communication Workflow

This workflow automates the handoff between the service advisor and the parts counter when a case requires parts. It eliminates the need for phone calls or in-person status checks by routing notifications and updates through Prokeep.

Note: This workflow only applies if your location’s parts counter uses Prokeep as its primary communication tool. If the parts counter works within Decisiv, parts communication continues through case notes in Decisiv as usual.

Step 1: Set the Case to Parts Hold

1. In Decisiv, update the case status to Parts Hold.
2. Navigate to the Attachments section of the case.
3. Click Prokeep Escalation.
4. Select the Prokeep group that represents your parts counter.
5. Confirm the escalation. Decisiv sends a notification to the parts counter’s Prokeep inbox with the relevant parts request details.

Step 2: Parts Counter Claims the Request

The parts counter receives the request in their Prokeep inbox and claims it. Once claimed, a confirmation notification appears in Decisiv, confirming the request was received.

Step 3: Parts Counter Updates Status

Once the parts counter has located or ordered the parts, they update the status directly in Prokeep. Each update automatically creates a note in the Decisiv case:

These updates are visible to anyone with access to the case in Decisiv, without requiring a direct call or check-in with the parts counter.

Troubleshooting

The expected case does not appear in the case list

• Confirm the case is open in Decisiv. The list only shows open cases.
• Confirm the case belongs to your location. Cases from other Dealer IDs will not appear.
• If the case is open and at your location but still does not appear, contact your system administrator.

The Decisiv icon is not visible in the thread toolbar

• The integration may not be enabled for your location. Contact your Decisiv representative to confirm availability.

A PDF was attached but is not visible in Decisiv

• Check the Attachments section of the case in Decisiv. PDFs are attached as internal files by default.
• If the file is not visible, confirm with your system administrator that the integration is active. You can also contact Prokeep Support for assistance.

The parts counter did not receive the notification

• Confirm the correct Prokeep group was selected during escalation.
• Confirm the parts counter group is configured to receive Prokeep notifications. Contact your system administrator if unsure.

A Note on PDF Visibility

Conversation PDFs are attached to Decisiv cases as internal files by default, meaning they are visible to your service location but not automatically shared externally. If you need a PDF to be visible to the customer or fleet, you can change the visibility setting on the file directly within Decisiv.