All Collections
Service
Service Technician Views
Additional Product Used workflow
Additional Product Used workflow

Adding new products and accessories to the call log

A
Written by Ashok P
Updated over a week ago

This article explains how to add the details of new products installed on a service call.

In this context, "new products" refer to products that are included in the Bill of Materials (BoM) of the project.

The Additional Product Used workflow comprises three steps:

  1. Adding product details.

  2. Requesting product availability with the back office.

  3. Scheduling the return visit.

Adding product details

On the Dashboard, click the “Begin” button for the call. Click the “+” icon for “Additional Product Used”. This will open the modal to enter the details of the product.

1 - Type in the brand of the accessory in the "Brand” field.

The model number will be populated when you add the product from the Catalog.

2 - You have the option to modify the quantity, if necessary. Otherwise, the default quantity is set to 1.

3 - Use your mobile phone to scan the product's UPN, EAN, or serial number or type it in. Skip it if you are not installing the product on this visit.

4 - Select the location where the product needs to be installed.

5 - 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 if you currently have the product in your possession.

If you click "Add Product," the details of the replacement product are added to the call log. The 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 need to inquire about product availability with the back office. This indicates that a separate visit will be needed to install the product.

If you click "Request Product," the details of the product are added to the call log. The 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 to install the additional product, proceed with one of the following actions:

No, Schedule Return Visit

Utilize this option to schedule a return 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 install the product, click "View" in the call tile. This will open the call log.

Click "Finish job" when you have installed the product. Add the drive time and the labor time for installing the product 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.

Did this answer your question?