Salesforce Field Service Mobile App - Closing Out a Service Appointment Incomplete

In order to successfully begin the Service Appointment Closeout process, the Service Appointment's status must be On-site (the Service Appointment should be visible in the Enroute/Onsite/Pending) List view. 

If the Service Appointment is not seen in Enroute/Onsite/Pending, you will not be able to proceed and will need to complete Update Status when you left for site, and tapping Update Status again when you arrived onsite.

 

Before you are ready to initiate the Service Appointment close-out process:

• Transacted any parts that may have been associated with the Service Appointment
• You should have concluded all service at the site and prepared to leave
• Determined if a return visit is required
• Document if any parts are required for a return service
• Closed out with the End User

 

Service Appoint Closeout - Incomplete

 

Step 1: An overview of steps involved in closing the Service Appointment

 

 

 

Step 2: Verifying you have completed the install or Return of any parts that were associated with the Service Appointment.

 

Note: If you have not yet transacted the parts, you will be asked to transact the parts before moving forward, and then return to the Service Appointment Closeout process

 

 

 

 

KB on Transacting Parts

 

After transacting the parts on the Service Appointment, return back to step 2, and choose Yes.

 

 

 

 

 

 

Step 3: Have you completed the Service Appointment? - Choosing No will add the steps required to initiative the Return Service Request.

 

 

Step 4: Does this Return Service require a technician to return to site?

 

Yes: Extending the Work by creating another Service Appointment

With Return Service

 

No: Possible that this could indicate all that is needed to add spare parts to on-site inventory of a site

Spare Part Replenishment 

 

 

Step 5: Enter External Notes

 

 

 

Step 6: Enter Internal Notes

 

 

 

Step 7: What is needed to complete the work? - Choose Return Service

 

 

 

Step 8: Document what lead to return services being needed, and what is the customer's preference for return service to be scheduled

 

 

 

Step 9: For the return service, is an NCT needed?

 

Indicate if one is needed.

 

 

 

Step 10: For the return service, is a Lift needed?

 

Indicate if one is needed. 

 

 

 

Step 11: For return service, are any parts needed?

 

If you will need parts for the Return Service, select Yes and then Next to proceed to enter the parts and quantities. 

 

 

 

Step 12: If so, please list all parts and quantities

 

 

 

Step 13: Do you have any pictures of the service appointment you'd like to include?

 

 

 

Step 14: Were there any parts, materials, or supplies you purchased for this service appointment? If so, there will be another step added to the closeout to capture all items.

 

 

This is to associate these purchases as billables to the customer. You will still be required to submit these expenses in Emburse for reimbursement. 

Note: This step will not apply to Installation Service Appointments. for these instances, please proceed to Emburse for reimbursement.

 

Step 15: Indicate the category for purchase, and the amount for each purchase made.

 

 

 

 

Step 16: This will be your confirmation when a parts has been included, confirming the category and price.

 

If you have more purchases to include, choose Yes to go through the entry of more purchases.

 

 

 

Step 17: This will be your final overview of all purchases made that will be billed to the customer under this service appointment

 

 

 

 

Step 18: Please verify your Enroute Time, which is the first timestamp captured at the start of your service appointment, and the on-site arrival that captures when you arrived onsite.

 

 

 

 

 

Step 19: For this service appointment, were there any NCT?

 

Note: Choosing Yes with Same Timestamps will mirror your timestamps, and choosing Yes with Different Timestamps will allow you to enter separate enroute and onsite times for the NCT.

 

 

 

Step 20: This allows you to review all timestamps captured before moving forward. Choosing "Back" will take you to step 18 to modify your timestamps

 

 

 

 

 

 

Step 21: Review your Internal and External notes

 

 

Almost Done! You have just closed out the Service Appointment. The last step will be commonly completed when you arrive home to submit your final timestamp of the Service Appointment.

 

 

 

 

 

OPTIONAL: Sending Back Transacted Parts or R&R Parts

Dropping off all parts to your Assigned ADL is encouraged when possible before initiating your Travel Home Complete.

 

 

 

Travel Home Complete

 

Under the Actions Tab, select Travel Home Complete to begin.

 

 

 

 

Verify Job Completion Timestamps

 

You will see the timestamp of when you completed the Service Appointment Closeout. If this is accurate, select No to move to confirming your Travel Home Complete timestamp.

 

If the time present is inaccurate, select Yes. Tapping Next will move to direct you to the next step to either move to the Travel Home Complete timestamp, or to allow you to enter the correct Job Complete Time. 

 

 

 

Verify Travel Home Complete Timestamps

 

Next, you will enter the Travel Home Complete. If you would like to use your current time for Travel Home Complete, select Yes. in this example, 9:31am would be the Travel Home Complete timestamp submitted.

 

If you say No, as you will be backdating the date and time of when you ended your Travel Home timestamp.

 

After you have entered the correct Travel Home Complete timestamp, tap on Next to return to the overview of the Service Appointment.

 

 

 

Well done! You have completed the Travel Home Complete process!