Completing the Restocking

*This article follows on from Creating a Service Record

Once a service record has been set up, the next action will be to complete the service itself. This will be completed by the service rep visiting the client site and carrying out the following steps. 

1. Locate the Service Record

The rep is able to view and access the services from their calendar in Salesforce, by clicking on the Calendar tab. Once the rep clicks on one of the events on the calendar, it'll take them directly to the service record. 

2. Process the Restocking

When the rep is ready to complete the restock, they need to click 'Restock'. This button will be located in the top right of the service record: 

Once clicked, this will open up the restocking wizard, as shown below:

Image 1 shows the restocking page available to the users from Queensland region whereas Image 2 shows that for the users from All the other regions (NSW, SA, TAS, ACT, NT).

  • Select what the Service is for - First Aid Kit or AED (or Diagram, if the option is available).
  • If you select First Aid Kit, select the correct kit from the drop-down list: "Which Item Is It?" and click Next
  • If you select AED or Diagram, simply click Next
  • Alternatively, you can create a new Asset by adding the name of the F/A Kit in the box "What should the new item be called?" and then click Next

You don't always need to select an asset item if:-

  1.  You're servicing multiple kits at once 
  2. The customer doesn't require the first-aid kit names/exact locations to be specified on the service confirmation letter.
  3. You're processing a product sales order only, with no restocking attached to it.

3. Adding Products to the restock

The screen below will appear after you've clicked Next in Step 2:

The column REQ, highlighted above, gives more information about the minimum required quantity of the selected product according to the service's risk level, L - Low Risk, M - Medium Risk, H- High Risk. This is specified at the product level and acts as a guideline while restocking.

For eg. In the image above, the product Absorbent Powder Sachet 200G's Requirement is set to L2/M2/H6. This means, for a Low risk service, the minimum required quantity of that product is 2, and that for a Medium risk service is 2 and that for a High risk service is 6.

Key Information Regarding the Product Page:

  1. Click on the different radio buttons to bring up the correct products relating to those categories - The standard one to use is Standard First Aid Kit. Click on Search after you've selected the category (you made to click the button more than once). 
  2. Using the product code or name, you can search here for one or more items in one go (separated by a comma (" , ")). 
  3. Click on these check-boxes, as shown above, to select the required product.
  4. Define the quantity by clicking on the + - sign.

Once the items are selected, there are two options on the screen:

  1. Next Kit - Click on the 'Next Kit' button to add your selected items to the order and take you back to the previous screen, where you can select another kit (Asset) and repeat the above-mentioned process. 
  2. Save & Exit - Click 'Save & Exit' to create an order against the service record and you'll be redirected to the Service record page. 

You can add more items to this order, by repeating the steps outlined earlier. 

NOTE: The column REQ, gives more information about the minimum required quantity of that particular product according to the client's risk level:- L - Low, M - Medium, H- High. 

4. Reviewing your Order Items

If you need to review your order at any time, after clicking the Save & Exit button:-

  •  Click on the Related Tab 
  • And then click on the Order Number (coloured blue):

As more items are added via the 'Restock' button on the service screen, this order will continue to fill up. The total amount can be viewed at the top, as well as the order date and status of this order. 

TIP: This also doubles-up as a shopping list for the service rep to take back to their van when collecting the stock items. 

NOTE: The order items price (Unit Price) excludes GST

If a discounted price-book has been assigned to the Account in Saleforce, the prices in the above page are displayed accordingly, else it would pull up the prices from the default price-book set for the region where the account belongs.

4.a) Amending Order Product Line-Items:- 

If your product line-item has an incorrect quantity, you'll need to delete your product line-item (click on the drop-down arrow on the product line as per below) and then re-add your product item using the Restock button on the Service record:

5. Finalising the Order

  • Navigate back to the Service record by clicking on the Account Name
  • Then scroll down the page to the Service No. and click on it

You're now back on the Service Record detail page. Click on the Complete button in the top-right corner (or it may be located under the neighbouring drop-down arrow):

Your next screen will look like this:

  • Check the correct box for the relevant service fee and update the quantity as required
  • Click on Next

6. Service Confirmation Preparation Screen

From here you add:

  • Primary Contact , the Account Contact and their email addresses. 
  • Specify the number of kits serviced
  • 'Service Frequency' allows you to enter how often these kits need to be serviced (months)
  • A predefined list of recommendations to be shown on the confirmation letter
  • 'Extra Recommendations' and 'AED & Oxygen Information' boxes

Click Next.

7. Payment

Select one of three payment options: Credit Card, Invoice or Cash.

  1. If Credit Card is selected, this is processed using the relevant state's eWay credentials.
  2. If Invoice is selected, the service rep will need to enter a Purchase Order number. 
  3. If Cash is selected, the service rep will need to enter the date of payment and the name of the payment collector

NOTE: Once the credit-card payment has been successfully processed, a copy of the receipt will be emailed directly to the primary contact.

Once Submit is clicked, the following occurs:

  1. Finalise the Order record on the service.
  2. Complete the service and update the service status to Complete.
  3. Create an Opportunity against the account to include all the products from the order.
  4. Provided the account record has the 'Service Account' checkbox checked, this will automatically create a follow up service. 

Be aware: Do not complete the service until all items have been added to the order. Once the order has been completed, you CANNOT add any more items to the order. 

8. Completing the Order 

Each order will need to integrate with the MYOB Advance system (nominated platform for SJA QLD, TAS). This is done from the service record page. 

This is an automatic process that occurs 1 hour after you've completed your service record.

However, if you have completed services which haven't integrated with MYOB (refer to your dashboard), this is how you complete this step:-

1. Scroll to the bottom of the service record and click on the order name:-

Check that everything is as it should be on the opportunity page and then click the check-box: OK to be Invoiced and click Save:-

NOTES: 

You need to click the pencil symbol on the field in order to check the box.

Once you've clicked save and refresh the page after a few minutes, (press F5) the MYOB order number will appear within the MYOB Section further down the page. 

NOTE: The invoice will be emailed to the client from MYOB the following day. 

9.  Sending the Service Confirmation & Delivery Note

  • Navigate back to the service record by clicking on the Account Name
  • Click on the Related Tab and then click on the service number.  
  • Click the 'down' arrow as shown below and select 'Send Confirmation'. 

The next screen uses a tool called 'Drawloop', and allows us to merge the details from Salesforce into a template. Select one of the available options:-

1) Downloading as a PDF

2) Attaching the document to the service record

3) Emailing the document directly to the client:

The email received by the client confirms the checking and restocking of their first aid equipment and includes the confirmation letter. 

This is a 2 page document, which highlights the number of items serviced, includes any recommendations (selected previously), as well as a copy of what the client is being invoiced for.  This email is also automatically stored under the activities section on the service record.

The service is now complete, with the next service record created against the customer account.

Please refer to this link on how to address differing restocking scenarios Restocking FAQ's

10. Ordering More Stock 

If the restockist doesn't have sufficient stock whilst they're carrying out the service, they can process an order (opportunity) within Salesforce against the customer's account. 

Please refer to article Managing a Corporate Sale Opportunity.