This article explains the Replace workflow that the technician will utilize to add the list of products that need to be replaced at the work site.

Replacement is the process of installing a new product when the existing one cannot be repaired.

The Replace Product workflow includes three steps:

On the Dashboard, click the “Begin” button for the call. Click the “+” icon for “Replace Product.”

This will open the modal to enter the details of the product.

1/ Type in the brand of the original product in the "Brand” field.

The model number will be populated when you add the product from the Catalog. You can type in the model number, too.

2/ The quantity can be adjusted if necessary; otherwise, it defaults to 1.

3/ Use your mobile phone to scan the product's UPN, EAN, or serial number, or type it in.

4/ Select the location where the product is located.

5/ If required, add images of the original product.

6/ Click “Search” to see the product catalog.

7/ Select the product and click “Add Product." The faulty product will not be added to the call log.

The model will now show the fields where the details of the replacement product can be added. Enter the details of the replacement product. Skip the UPN, EAN, or serial number details if you are not replacing the product on this visit.

Click “Search,” and you will see the Products Catalog.

Choose a product and then proceed with one of the following actions:

Add product

Utilize this option when you have identified from the call log that the product requires replacement and you are equipped to complete the replacement during the current visit.

If you click "Add Product," the details of the original and replacement products are added to the call log. The replacement product will show as "Installed."

Click “Continue,” and you will see a modal. You can now add other products reported in the call or to the work summary and complete the call.

Request product

Choose this option when you do not have the replacement product and need to request product availability from the back office. This indicates that a separate visit will be needed for the replacement.

If you click "Request Product," the details of the original and replacement products are added to the call log. The replacement product will show as "Requested."

Click “Continue,” and you will see a modal. You can now add other products reported in the call or to the work summary and complete the call.

If the call requires a follow-up visit for product replacement, proceed with one of the following actions:

Use this option to schedule a follow-up visit if you can confirm the availability of the product with the back office through a phone call or chat.

Choose this option if the back office will need time to confirm product availability.

Upon selecting this option, the call moves to an “Awaiting Parts” status on Cloud. The back office will schedule the next visit when the product is available.

On your next scheduled visit to replace the product, click "View" in the call tile. This will open the call log.

Click "Finish job" when you have installed the replacement. Add the drive time and the labor time for installing the replacement and click "Finish." Click "Yes, Completed," and this will complete the call. Move it to "Ready for invoice" in the office user view.