---
schema_version: "1"
id: c3f95e17317bb3c130d215327ffd767b23e7e3c8efc0c70bc35375be010484f7
title: Service Parts Return Workflow
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/xcloud/264-0-0/aslm_spr_workflow.md
canonical_url: https://help.salesforce.com/s/articleView?id=xcloud.aslm_spr_workflow.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bf06c91e51c61ca8d6a193088f17209d7def7925b0dcce3fbe03c89700e7f059
description: Field service technicians can request the return of damaged parts during a service appointment.
products:
  - Industry Solutions
  - Cross Cloud
release: "264"
---
# Service Parts Return Workflow

Field service technicians can request the return of damaged parts during a service appointment.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Automotive Cloud, Communications Cloud, Consumer Goods, Energy and Utilities Cloud, Manufacturing Cloud, Service Cloud, and Media Cloud. <a href="https://help.salesforce.com/s/articleView?id=xcloud.aslm_editions.htm&amp;release=264.0.0&amp;type=5" title="Review the supported products and editions for Asset Service Lifecycle Management features.">View edition availability</a>.</td></tr></tbody></table>

## 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](https://help.salesforce.com/s/articleView?id=xcloud.aslm_spr_permission_sets.htm&release=264.0.0&type=5 "Salesforce admins, service managers, and field technicians require permissions to create and manage part return requests.").
- Set up the service parts return process. See [Service Parts Return Setup](https://help.salesforce.com/s/articleView?id=xcloud.aslm_spr_set_up.htm&release=264.0.0&type=5 "Set up and configure the Service Parts Return features to create part return requests and help field technicians to capture the parts to be sent back to the manufacturer. Assign the permissions for Service Parts Return to users who create requests to return a part.").

## 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](https://help.salesforce.com/s/articleView?id=xcloud.aslm_spr_create.htm&release=264.0.0&type=5 "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.").