Daktronics

Field Service Mobile App - Setting up a Repair & Return

Topic

This process is completed by Field Service and Service Partners using the Field Service Mobile App (FSMA).

 

This article reviews the steps to Initiate a Repair & Return (R&R)

 

Though This is not completed in the "Transact Parts" of the Field Service Mobile App (FSMA), processing R&Rs are considered part of Transacting Parts pre-requisite before completing the Service Appointment Closeout.

 

If return service IS Needed to install repaired parts: When Completing Service Appointment Closeout indicate work is not complete and that return service is needed after parts are repaired.  Please indicate if there is an event or date the customer is needing the return service done by in your Internal Service Notes.

 

If return service is not needed and parts can be sent back to the customer when complete select work complete yes and enter in your close out notes to send repaired parts back to customer and no return service is needed. 

Environment

Software: Salesforce Field Service Mobile App

 

Hardware:

Apple:

  • Minimum requirements are as follows:

    • Operating System: iOS 17.0 or later.
    • Supported Devices:
      • iPhone: XS, XS Max, 11, 11 Pro, 11 Pro Max, 12 Mini, 12, 12 Pro, 12 Pro Max, 13 Mini, 13, 13 Pro, 13 Pro Max, 14, 14 Plus, 14 Pro, 14 Pro Max, SE 3rd generation and later.
      • iPad: 10th generation and later, iPad Air 4 and later, iPad Mini 6 and later, iPad Pro 2nd generation and later.

Android:

Minimum requirements are as follows:

    • Operating System: Android 10.0 or later.
    • Memory: At least 4 GB of RAM is required, but 6 GB is recommended for optimal performance. Devices with 8 GB of RAM are recommended if you need to prime more than 20,000 records for offline use.
    • Google Play Services: Version 18.0.0 or later.
    • Android WebView: Version 90.0 or later.
    • Wi-Fi or cellular network connection (3G or faster) for the app to communicate with Salesforce.
    • GPS capabilities.

Steps

Step 1: You have just removed three modules from a fascia display and replaced them with three modules from the Customer's spare parts. Now, we will begin the process of sending these failed modules in for R&R.

 

Open the Field Service Mobile App and navigate to the Service Appointment you are working in. Swiping up on the Actions Tab, tap on Setup a Repair & Return.

Step 2: Search product by name or number. With the results provided, select the correct part. 

 

 

 

 

 

 

Step 3: Enter the quantity being setup for R&R.

Step 4: If you need to enter more items for R&R, select yes to directed to the beginning of this process until you have no other parts needing to be repaired. Selecting No will complete this process and be sent back to your Service Appointment overview where you will see a confirmation banner appear at the top of the screen.

 

 

 

 

 

 

 

 

 

 

 

 

Untitled picture.png Machine generated alternative text:11:12 Still Smokin BBQ 5 Actions Service Report Create Service Report Work Order • Lift Call Off Return Parts Shipping Info Open in Salesforce Service Appointment • Job Details Service Appointment Closeout Setup a Repair & Return 59 Schedule Notifications Profile Untitled picture.png Machine generated alternative text:10:56 64 x Return Parts Shipping Info Step 1 Exchange Parts Not Used Bad Parts from Exchange Technician Created R&R's .1 Parts Info: OA-2159-8872 - L35; MOD- PL55.25PAVOKT6H-15.24MNWR3N124X24 MID FAN; Qty 3 Toe Tag Info: WO-00342447; RO-15554 ;ROLl-0003 Parts Being Returned Next Step 5: Opening the Return Parts Shipping Info will store the information required to fill out the toe tag. The Technician Created R&Rs section will store this information. Writing the RO# & WO# on the toe tag will be critical to associate this R&R to this Service Appointment and this Customer.Note: RO# replaces the FA/PR/RMA line of the Toe Tag and the WO# replaces the Case# line of the Toe Tag.

During the Close out process

 

If return service IS Needed to install repaired parts:

select No for Work Complete is labor is needed once part is repaired

Salesforce Field Service Mobile App - closing out a Service Appointment incomplete | Knowledge | Salesforce

 

When Completing Service Appointment Closeout indicate work is not complete and that return service is needed after parts are repaired.  Please indicate if there is an event or date the customer is needing the return service done by. 

 

If return service is NOT needed:

Parts can be sent back to the customer when complete select work complete yes and enter in your close out notes to send repaired parts back to customer and no return service is needed.

 

KB ID: 000029988

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