Create an Advanced Exchange request for one or more products associated with a work
order. For each item being returned and each replacement requested, capture details such as the
account, contact, source and destination locations, and the reason for the return. A single
Advanced Exchange request can include multiple line items, allowing service teams to manage all
expected returns in one efficient and consolidated process.
Required Editions
| Available in: Lightning Experience |
| Available in: Automotive Cloud, Communications Cloud, Energy and Utilities
Cloud, Manufacturing Cloud, and Media Cloud. View edition availability. |
| User Permissions
Needed |
| To create an advanced exchange request: |
Service Part Return Management |
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On a work order record, from the Quick Actions menu, select Advanced
Exchange.
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Enter the details of the product to be returned, and click Next.
By default the account, contact, and the source location of the asset are populated
based on the work order.
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Enter the details of the new product requested, and click Next.
By default the source and destination for the new product request are populated based
on the return order.
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To add the details of the products or part that’s returned and requested,
click Add Items.
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Enter return item details.
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Select the product to be returned.
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You can select only a product that’s listed in the work order line item details.
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Enter the quantity of the product that you want to return.
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If needed, select the reason for the return.
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If needed, in Description, add some information.
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Click Next
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Enter the details of the replacement product , and click Next.
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To add the details of the new product, click Add Product.
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Enter the quantity of the product that you want to order.
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Save and submit the request.
The return order and return order line item for the work order
are automatically created and added to the Details tab on the work order line item. The return
order contains the account details, while the return order line item contains the product and
quantity details. Similarly, a new product request is also automatically created and added to
the Details tab on the work order line item.
