Replace Product workflow

Adding replacement products to the call log, requesting product availability, and scheduling a return visit to replace the products

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Written by Ashok P
Updated over a week ago

This article explains the Replace workflow 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:

  1. Adding the original and replacement product details

  2. Requesting replacement product availability from the back office.

  3. Scheduling a return visit for installing the replacement.

Adding product details

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 Products Catalog.

7 - Select the product and click “Add Product." The faulty product is now added to the call log.

The modal will now show the fields to add the details of the replacement product. 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.

Requesting product availability

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 proceed to 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 proceed to add other products reported in the call or to the work summary and complete the call.

Scheduling the return visit

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

No, Schedule Return Visit

Utilize 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.

Awaiting Parts for Next Visit

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.

Installing the replacement product

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 and move it to the "Ready for Payment Request" in the Office user view.

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