With the Salesforce Field Service mobile app, field service technicians can request the
return of parts when they visit a customer location. They analyze the issue and quickly record
information such as the distributor details and source and destination locations in a work order.
If the technician is in an area with no internet access, this app seamlessly works offline as
well, and syncs the data automatically when the internet is available.
Required Editions
| Available in: Lightning Experience |
| Available in: Automotive Cloud, Communications Cloud, Consumer Goods, Energy and
Utilities Cloud, Manufacturing Cloud, Service Cloud, and Media Cloud. View edition
availability. |
| User Permissions Needed |
| To create a part return request: |
Manage Service Part Returns |
Before you create a part return request, associate a price book and products with the
work order. Add the product to the standard price book, and then the new price book. The work
order must be updated with information such as the contact details and source and destination
locations. Associate the related work order line items with the work order. Then, associate the
work order with the service appointment.
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On the Salesforce Field Service mobile app, tap a service appointment.
The associated work order is displayed.
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Tap Actions, and then tap the New Service Part
Return quick action button.
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Enter the details, and tap Next.
If you had selected an account in the work order, the account name is automatically
populated.
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To add the details of the part that’s returned, tap Add
Product.
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Select a product.
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.
The quantity can’t exceed the value specified in the work order line items.
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If needed, select the reason for the return.
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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, whereas the return order line item contains the product and quantity details.
