Field service technicians can request the return of damaged parts during a service appointment.
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. |
Salesforce Admin
Salesforce admins prepare the Salesforce org, assign permissions to users, and set up Service Parts Return and related features.
- Assign the required user permissions to users. See Service Parts Return Permissions.
- Set up the service parts return process. See Service Parts Return Setup.
Field Service Technician
The field service technician visits the customer to inspect the damaged part. The technician can request the return of the part to the Original Equipment Manufacturer (OEM), if the OEM wants to evaluate the quality of the part or refurbish it. To retrieve the damaged part:
- The OEM creates a work order.
- The field service technician reviews the work order on the Field Service mobile app. The work order contains the details of the request including the location of the asset.
- The field service technician then visits the location of the asset and inspects the damaged part.
- If the technician decides that the damaged part must be replaced, they make a request to return the part to the OEM. See Create a Part Return Request Using the Field Service Mobile App.