FSMA: Requesting a Repair & Return

Topic

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

 

This article reviews the steps to request repair and return of a part in the Salesforce Field Service Mobile App. 

Environment

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

Steps

 

 

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

 

 

2. Under the Service Appointment section. Tap on "Setup a Repair & Return".

 

 

 

3. Search for the part you are needing to ship back. This can be an item description or a part number.

 

Please

 

 

 

 

 

4. From the search results, find the part you are wanting to send back

 

 

 

 

 

 

Note: If the part your entered is not found, you will be brought to this this screen. Confirm you have entered the correct part# and escalate to your supervisor if you believe this part should be repairable. 

 

 

 

 

5. Input the quantity of the part you are sending back for R&R

 

 

 

6. If you are sending more parts back for R&R, choose yes and repeat the previous step until all parts have been entered. If you have completed the request for all parts, please tap Next at the bottom of the screen.

 

 

 

 

7. Tapping Next in the previous step will take you back to the Service Appointment Overview with a confirmation banner that the R&R step has been completed

 

 

 

  

 

 

8. Now that the part(s) have been processed in the App, navigate to the Return Parts Shipping Info for the RO# & WO#; critical information that needs to be written on the toe tag that is attached to the part you are sending back. 

 

 

9. Generate a Label or QR Code with UPS App within Okta or MySupport. 

 

 

 

 

10. Lastly, secure the part in a suitable box and drop it off at your UPS store to be shipped back to Daktronics for repair.

 

 

 

 

 

 

 

 

 

 

 

 

 

KB ID: 000030941

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