Salesforce admins set up the org, assign the required user permissions, and configure settings to enable Depot Repair. Service managers create and manage depot repair work orders for returned items.
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
Admins prepare the Salesforce org, assign necessary permissions, and set up the Depot Repair process and features.
- Assign the required user permissions to users. See Depot Repair Permissions
- Set up the depot repair process. See Depot Repair Setup
Service Manager
When a customer reports an issue with an asset, the service team reviews the case and creates a field service work order if an on-site inspection is required. The field technician assesses the asset on-site and, if it cannot be repaired there, confirms that it needs to be returned. Based on this assessment, the Service Manager initiates the return and replacement process with a replacement product request and a return order.
After reviewing the return order line items, the service manager determines which items require repair. The depot repair process begins when the service manager creates a depot repair work order to manage the repair of the returned asset at the internal depot. To streamline operations, up to 10 line items can be grouped into a single work order.
While creating the work order, the service manager can define the work type, set the priority, and assign it to a specific technician or service queue.
If Stage Management is enabled, the stage overview component is visible to service managers, providing a comprehensive view of the repair process stages and associated tasks. These stages can be configured and linked to either the work order or its line items, with role-based access controls ensuring that only authorized users can perform tasks such as inspection, repair, or testing. See Stage Management.
