Creating a Service Record
The restocking module allows users to complete a service of First Aid kits on B2B Accounts. To create a service record, the following steps must be followed:
1. Locate Account
Upon receiving notification for a service, locate the account record in Salesforce (If this is for a new client, a new account may need to be created). Ensure the account has at least one main contact related. Please refer to this article regarding setting up contacts: Salesforce Contacts
To search for an account, please click on the Accounts tab and enter the name in the search box.
If you need to create an account, please refer to this article for further instructions: Salesforce Accounts and Account Hierarchy
2. Important Account Information
- If the account is going to be serviced on a regular basis, complete the Service Details section on the Account detail page and check the box "Service Account" (see below)
- Once you check this box, the customer will receive an email advising them when their next service is due (after you've completed the first service in Salesforce)
- You can also add the service frequency here (in months) or when you carry out the first service.
- Price Book - All accounts require an active Price-Book assigned to it. Please ask your Sales Manager or Salesforce Admin if this needs adding or updating (e.g. if the client is entitled to receive product discount).
- Please ensure the account has a valid email address for invoices
3. Review list of Assets
On the account record, click on the Related Tab. The Assets list displays a list of first aid kits / AED's located on this client site. Any missing items can be added via the New button, or during the restocking process in a later step.
Refer to this article to view more information regarding assets: Creating An Asset Record
4. Creating a New Service Record - Using the Quick Action Button
Click on the New Service button and complete all the mandatory fields - (indicated with a red asterisk)
5. Creating a New Service Record - From the Related Tab:
Note: If you DON'T want the customer to receive an notification email regarding the time & date of the service, please use this method for creating the service record and check the checkbox "Don't send confirmation".
Creating the service record:- Click on the Related tab and scroll down until you come to the related list named 'Services'.
Click 'New' which is to the right of this related list label as per below:-
Complete the required fields:- Primary Contact, Assigned To (being the restockist), and service start & end date. You can also select to update some of the non-mandatory fields, such as highlighting if parking is available.
You must also scroll down the page to select the correct warehouse assigned to you (the restockist). A list of warehouses relating to whom will be supplied.
Click on the Save button.
Tip: Provided that you indicate in Step 1 that the account is a 'Service Account', a service record only needs to be created once. During the service, the rep can work with the client to identify the frequency of services. This will then automatically create the next service record when this service is complete.
4. Emails / Communications to Client
When a new service record has been saved, it will trigger an email to the Primary Contact, confirming the date and time of the service.
This email contains a link that will allow the client to either accept the proposed time, or to propose a new time. This will automatically update the status of the service record.
The primary contact will also receive a reminder email 1 week prior to the scheduled service date.
NOTE: If the customer proposes a new time, the restockist will automatically receive an email showing that a new time has been requested with a link to the service record (as shown below).
The service rep would then need to contact the client to arrange a time to finalise the appointment and update the time on the service record.
The next topic, Completing the Restocking, walks you through how to complete the restocking process.