FSMA: Transacting Parts

Topic

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

 

This article reviews the steps to transact parts shipped for a Service Appointment, or spare parts that are located at the customer's site within the Salesforce Field Service Mobile App.

Environment

  • Product: Mobile Device
  • Component: Apple iOS or Android OS
  • Control System: Salesforce Field Service Mobile App

Steps

Overview:

By accessing the Transact Parts button under the quick actions tab of the Service Appointment, you will see two locations for where your parts can be found in the app; parts shipped with this Service Appointment and parts shipped before the Service Appointment.

  • Parts Shipped with this Service Appointment: This is the standard option when the part has been shipped either to the technician's ADL or when shipped directly to site. Here, you will see all parts sent for this Service Appointment.
  • Parts Shipped before the Service Appointment: Parts will be found here if they were purchased as a 'part-only', and labor was later deemed necessary. These parts are visible in the Service Appointment to enable the technician to initiate a return if needed.

Parts will need to be transacted, either installed, returned, added to spares, or disposed of before closing the Service Appointment.

 

Installing Parts

Install - You are adding/installing a part 

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Installing a Part
  1. With the Service Appointment open in the Field Service Mobile App, swipe up on the Action Tab.

 

2. Under the Service Appointment, tap on Transacting Parts.

 

3. Choose the location of the parts you are transacting and tap Next to access associated parts.

    • Parts Shipped with this Service Appointment: This the standard option when the part has been shipped either to the technician's ADL/UPS Store or when shipped directly to site. 
    • Parts Shipped before the Service Appointment: This would be in the case where the part was purchased as a 'part-only', and labor was later deemed necessary.

Note: Below is the standard process; Parts Shipped with this Service Appointment.

    

 

4. This will show all parts that were ordered for this Service Appointment that have not yet been transacted. One-by-one, tap Select next to the part(s) you would like to transact.

 

5. After choosing the part to transact, please review the guidelines for installing and returning parts.

 

 

6. Next, choose the Install option and the quantity you are wanting to install. After that is entered, tap on Install.

 

7. Success! You have transacted your part(s). Complete these steps until all parts have been transacted.

Note: If you have transacted an EX-xxxx-xxxx part, the return process will be initiated and toe tag info will be found by going to the Service Appointment Overview under Work Order, and clicking on "Return Part Shipping Info" to view all information for the creation of the physical toe tag to attached to the part.

          

 

 

Returning Parts

Return - You are sending an eligible part for return that is not needed for your Service Appointment. 

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Returning a Part

  1. With the Service Appointment open in the Field Service Mobile App, swipe up on the Action Tab.

  2.  

     

     

    Under the Service Appointment, tap on Transacting Parts.

     

     

     

  3.  

    Choose the location of the parts you are transacting and tap Next to access associated parts.

    • Parts Shipped with this Service Appointment: This the standard option when the part has been shipped either to the technician's ADL/UPS Store or when shipped directly to site. 
    • Parts Shipped before the Service Appointment: This would be in the case where the part was purchased as a 'part-only', and labor was later deemed necessary.

    Note: Below is the standard process; Parts Shipped with this Service Appointment.

      

     

    4. This will show all parts that were ordered for this Service Appointment that have not yet been transacted. One-by-one, tap Select next to the part(s) you would like to transact.

     

     

    5. After choosing the part to transact, please review the guidelines for installing and returning parts

     

     

    6. Select return, the quantity of the return, and the reason for the return. Once completed, tap Return at the bottom of the screen.

     

    7. Success! You have transacted your part, and in this case, you have initiated the return(s). Complete these steps until all parts have been transacted.

     

    Note: After initiating the return of a part, the toe tag information can be accessed by going to the Service Appointment Overview, under Work Order, and clicking on "Return Part Shipping Info" to view all information for the creation of the physical toe tag to attached to the part.

 
 
Unable to Return Parts
 
Dispose - This option is available if the part is non-returnable and you are unable to leave the part onsite.
 
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Disposing of a Part

1.With the Service Appointment open in the Field Service Mobile App, swipe up on the Action Tab.

2. Under the Service Appointment, tap on Transacting Parts.

 

3. Choose the location of the parts you are transacting and tap Next to access associated parts.

  • Parts Shipped with this Service Appointment: This the standard option when the part has been shipped either to the technician's ADL/UPS Store or when shipped directly to site. 
  • Parts Shipped before the Service Appointment: This would be in the case where the part was purchased as a 'part-only', and labor was later deemed necessary.

Note: Below is the standard process; Parts Shipped with this Service Appointment.

 

4. This will show all parts that were ordered for this Service Appointment that have not yet been transacted. One-by-one, tap Select next to the part(s) you would like to transact.

 

 

5. After choosing the part to transact, please review the guidelines for installing and returning parts

 

 

6. Select return, the quantity of the return, and the reason for the return. Once completed, tap Return at the bottom of the screen.

 

7. Oh no! the part is non-returnable and because the customer does not have space for this part to be stored on-site, we will proceed with transacting the part by disposing of it.

In this example below, we attempted to return the 3 Satas, but the system has a minimum quantity of 8 before they are returnable. To further show that this is unavoidable, we will tell the system that we want to return a quantity of 8, but the system will remind us that we

do not have 8 to return; we only have 3. 

 

 

8. to complete this transaction, select Dispose and enter the quantity being disposed of.

 
Spares - If a part you are attempting to return in non-returnable, we encourage the technician to leave the part on-site for future use.
 
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Moving Parts to Spare

1.With the Service Appointment open in the Field Service Mobile App, swipe up on the Action Tab.

2. Under the Service Appointment, tap on Transacting Parts.

 

3. Choose the location of the parts you are transacting and tap Next to access associated parts.

  • Parts Shipped with this Service Appointment: This the standard option when the part has been shipped either to the technician's ADL/UPS Store or when shipped directly to site. 
  • Parts Shipped before the Service Appointment: This would be in the case where the part was purchased as a 'part-only', and labor was later deemed necessary.

Note: Below is the standard process; Parts Shipped with this Service Appointment.

 

4. This will show all parts that were ordered for this Service Appointment that have not yet been transacted. One-by-one, tap Select next to the part(s) you would like to transact.

 

 

5. After choosing the part to transact, please review the guidelines for installing and returning parts

 

 

6. Select return, the quantity of the return, and the reason for the return. Once completed, tap Return at the bottom of the screen.

 

7. Oh no! the part is non-returnable and because the customer does not have space for this part to be stored on-site, we will proceed with transacting the part by disposing of it.

In this example below, we attempted to return the 3 Satas, but the system has a minimum quantity of 8 before they are returnable. To further show that this is unavoidable, we will tell the system that we want to return a quantity of 8, but the system will remind us that we

do not have 8 to return; we only have 3. 

 

8. If you are able to leave the part on-site, please exit Transact Parts and resume your work.

 9. In the Service Appointment Closeout step, will be asked if you would like to leave the parts yet to be transacted to be left on-site as Spares. Chose Yes to move the parts to spares to complete the transaction of the parts. 

 

KB ID: 000030929

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