Creating a Service Record (Mobile Device)

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 access anything using the Salesforce 1 mobile App:

1. Click on the 3 little lines on the left-hand side and then scroll down and select the function 

2. Click on the function you require (e.g. Accounts)

3. Search for the account name by clicking on the magnifying glass and typing the client name

If you need to create a new account, please refer to: Salesforce Accounts Creation (Mobile Device)

2. Important Account Information

  • If using an existing account, ensure that it has a MYOB Account ID (located under the MYOB Section of the account detail page)
  • 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)
  • 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). 

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 (Mobile Device)

4. Creating a New Service Record

1. Click on the Related tab and scroll down until you come to the related list named 'Services'.  

2. Click 'New' at the footer of the screen

Complete the required fields:- Primary Contact, Assigned To (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.

Note: If you DON'T want the customer to receive a 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".

You must also scroll down the page to select the correct warehouse assigned to you (the restockist). 

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.

5. 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 (Mobile Device) walks you through how to complete the restocking process.