Salesforce admins configure the org, assign required permissions, and enable the
Advanced Exchange feature. Once set up, field service technicians or service managers can
initiate return and replacement requests for damaged products or parts—all from one place,
without navigating across multiple pages in the app.
Required Editions
| Available in: Lightning Experience |
| Available in: Automotive Cloud, Communications Cloud, Energy and Utilities Cloud,
Manufacturing Cloud, and Media Cloud. View edition availability. |
Salesforce Admin
Salesforce admins prepare the Salesforce org, assign permissions to users, and set up
Advanced Exchange and related features.
Field Service Technician or Service Manager
The field service technician or service manager initiates Advanced Exchange to create
return and replacement requests for damaged products or parts simultaneously, streamlining
the process and minimizing downtime.
- The OEM (Original Equipment Manufacturer) creates a work order to inspect a
specific product or part.
- Based on the work order, the service manager or field service technician
inspects the product or part for any damage.
- If a replacement is needed, initiate an advanced exchange request to return
the damaged item to the OEM and request a replacement.
