[IMP] helpdesk: update aftersales services

closes odoo/documentation#4438

X-original-commit: cbffc99b0f
Signed-off-by: Zachary Straub (zst) <zst@odoo.com>

content/applications/services/helpdesk/advanced/after_sales.rst

@@ -1,67 +1,234 @@
 ====================
-After Sales Features
+After-Sales services
 ====================
 
-As your business grows, having the right tool to support your helpdesk team on recording, tracking
-and managing issues raised easy and efficiently, is key. Odoo’s Helpdesk application allows you to
-generate credit notes, manage returns, products, repairs, grant coupons, and even plan onsite
-interventions from a ticket’s page.
+*After-Sales* services can be configured in the *Helpdesk* application for individual *teams*. Once
+enabled, users can issue refunds, process returns, generate coupons, and/or schedule repair and
+field service interventions directly from a ticket.
 
-Set up the after sales services
+Set up the after-sales services
 ===============================
 
-Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable the after sales
-options: *Refunds, Returns, Coupons, Repairs and Onsite Interventions*.
+Start by enabling the after-sales services on specific *Helpdesk* team(s), by going to
+:menuselection:`Helpdesk --> Configuration --> Teams` and selecting which teams(s) these services
+should be active on. Then, scroll to the :guilabel:`After-Sales` section on the team's settings
+page, and choose which of the following options to enable:
 
-.. image:: after_sales/aftersales1.png
+- :guilabel:`Refunds`: issues credit notes to refund a customer, or adjust the remaining amount due
+- :guilabel:`Coupons`: offers discounts and free products through an existing coupon program
+- :guilabel:`Returns`: initiates a product return from a customer through a reverse transfer
+- :guilabel:`Repairs`: creates repair orders for broken or faulty products
+- :guilabel:`Field Service`: plans onsite intervention through the *Field Service* application
+
+.. figure:: after_sales/after-sales-enable.png
    :align: center
 
-Generate credit notes from tickets
-----------------------------------
+   The services that are enabled can vary based on the type of support a team provides.
 
-You can use a credit note to refund a customer or adjust the amount due. For that, simply go to
-your ticket page, click on *Refund* and select the corresponding *Invoice*. Clicking on *Reverse*
-generates a credit note, and you can *Post* it while still being in the *Helpdesk* app.
+.. warning::
+   As all of the after-sales services in Odoo require integration with other applications, enabling
+   any of them may result in the installation of additional modules or applications. *Installing a
+   new application on a One-App-Free database will trigger a 15-day trial. At the end of the trial,
+   if a paid subscription has not been added to the database, it will no longer be accessible.*
 
-.. image:: after_sales/aftersales2.png
+Issue a refund with a credit note
+=================================
+
+A *credit note* is a document issued to a customer informing them that they have been credited a
+certain amount of money. They can be used to provide a full refund to a customer, or to adjust any
+remaining amount due. While they are usually created through the *Accounting* or *Invoicing*
+applications, they can be created through a *Helpdesk* ticket, as well.
+
+.. note::
+   Invoices must be posted before a credit note can be generated.
+
+To create a credit note, navigate to a ticket on the :menuselection:`Helpdesk` application, and
+click the :guilabel:`Refund` button in the upper-left corner of the ticket dashboard. Then, select
+the corresponding invoice from the :guilabel:`Invoices to Refund` drop-down menu.
+
+.. image:: after_sales/after-sales-refund-details.png
    :align: center
+   :alt: View of a refund creation page.
 
-Allow product returns from tickets
-----------------------------------
+Choose a :guilabel:`Credit Method` from one of the following options:
 
-The process of a product return from your customer back to your warehouse is taken into action when,
-at the ticket page, you choose the option *Return*.
+- :guilabel:`Partial Refund`: the credit note is created in draft and can be edited before being
+  issued
+- :guilabel:`Full Refund`: the credit note is auto-validated and reconciled with the invoice. *This
+  is the option to choose if a validated invoice needs to be canceled*
+- :guilabel:`Full refund and new draft invoice`: the credit note is auto-validated and reconciled
+  with the invoice. The original invoice is duplicated as a new draft. *This is the option to choose
+  if a validated invoice needs to be modified*
 
-.. image:: after_sales/aftersales3.png
+.. important::
+   The :guilabel:`Credit Method` options will **not** be available for invoices that have already
+   been paid.
+
+Make any necessary changes to the details of the credit note and click :guilabel:`Reverse.` Then
+click :guilabel:`Confirm` to post the credit note.
+
+Once the credit note has been posted, a :guilabel:`Credit Notes` smart button will be added to the
+*Helpdesk* ticket.
+
+.. image:: after_sales/after-sales-credit-note-smart-button.png
    :align: center
-
-Grant coupons from tickets
---------------------------
-
-First, be sure to have your *Coupon Program* planned in the *Sales* or *Website* application. Then,
-in *Helpdesk*, open your ticket, click on *Coupon*, and choose the respective one.
-
-.. image:: after_sales/aftersales4.png
-   :align: center
-
-Repairs from tickets
---------------------
-
-Clicking on *Repair* option, on your ticket page, a new repair order form is shown. Fill in the
-information as needed and choose the next step.
-
-.. image:: after_sales/aftersales5.png
-   :align: center
-
-Plan onsite interventions from tickets
---------------------------------------
-
-At the ticket's page click on *Plan Intervention*, and set up your onsite intervention exactly the
-same way as if you were on the *Field Service* application.
-
-.. image:: after_sales/aftersales6.png
-   :align: center
-   :height: 300
+   :alt: View of smart buttons on a ticket focusing on the credit note button.
 
 .. seealso::
-   - `Coupons <https://www.odoo.com/slides/slide/coupon-programs-640?fullscreen=1>`_
+   :doc:`/applications/finance/accounting/receivables/customer_invoices/credit_notes`
+
+Generate coupons from a ticket
+==============================
+
+Coupons can be used to alter the price of products or orders. The usage constraints of a coupon are
+defined by conditional rules. *Coupon Programs* are configured in the *Sales* or *Website*
+applications.
+
+.. note::
+   The *eCommerce* module must be installed in order to create coupon codes from the *Website*.
+
+To generate a coupon, open a *Helpdesk* ticket and click on the :guilabel:`Coupon` button in the
+upper left corner. Select an option from the :guilabel:`Coupon Program` drop-down menu, then click
+:guilabel:`Generate`.
+
+.. image:: after_sales/after-sales-generate-coupon.png
+   :align: center
+   :alt: View of a coupon generation window.
+
+The :guilabel:`Coupon Code` can be copied directly from the pop-up window (by clicking the
+:guilabel:`Copy` button), or sent in an email by clicking :guilabel:`Send`.
+
+.. note::
+   When emailing a coupon code, all the followers of the ticket will be added as recipients to the
+   email. Additional recipients can be added to the email as well, in the :guilabel:`Recipients`
+   field of the :guilabel:`Compose Email` pop-up window.
+
+   .. image:: after_sales/after-sales-coupon-email.png
+      :align: center
+      :alt: View of an email draft window with coupon code.
+
+Once a :guilabel:`Coupon Code` has been generated, a :guilabel:`Coupons` smart button will be added
+to the top of the ticket; click the smart button to view the coupon code, expiration date, and
+additional information.
+
+.. image:: after_sales/after-sales-coupon-smart-button.png
+   :align: center
+   :alt: View of the smart buttons on a ticket focusing on the coupon button.
+
+.. seealso::
+   `Coupons <https://www.odoo.com/slides/slide/coupon-programs-640?fullscreen=1>`_
+
+Facilitate a product return with a reverse transfer
+===================================================
+
+Returns are completed through *reverse transfers*, which generate new warehouse operations for the
+returning products. Click the :guilabel:`Return` button in the top-left corner of a ticket to open
+the :guilabel:`Reverse Transfer` pop-up window.
+
+.. image:: after_sales/after-sales-return-button.png
+   :align: center
+   :alt: View of a Helpdesk ticket with the return button highlighted.
+
+.. note::
+   The :guilabel:`Return` button only appears on a ticket if the customer has a recorded delivery in
+   the database.
+
+By default, the quantity will match the validated quantity from the delivery order. Update the
+:guilabel:`Quantity` field if necessary.
+
+.. image:: after_sales/after-sales-reverse-transfer.png
+   :align: center
+   :alt: View of a reverse transfer creation page.
+
+Click :guilabel:`Return` to confirm the return. This generates a new warehouse operation for the
+incoming returned product(s). A :guilabel:`Return` smart button will then be added to the top of the
+ticket.
+
+.. image:: after_sales/after-sales-return-smart-button.png
+   :align: center
+   :alt: View of the return smart button on a helpdesk ticket.
+
+.. seealso::
+   :doc:`/applications/sales/sales/products_prices/returns`
+
+Send products for repair from a ticket
+======================================
+
+If the ticket is related to an issue with a faulty or broken product, a repair order can be created
+from the *Helpdesk* ticket, and managed through the *Repairs* application.
+
+To create a new repair order, open a :menuselection:`Helpdesk` ticket and click on the
+:guilabel:`Repair` button in the upper left corner.
+
+Clicking the :guilabel:`Repair` button opens a blank :guilabel:`Repair Reference` form.
+
+.. image:: after_sales/after-sales-repair-reference.png
+   :align: center
+   :alt: View of a repair reference page.
+
+.. note::
+   If a product was specified in the :guilabel:`Product` field on the ticket, it will be added to
+   the :guilabel:`Product to Repair` field automatically. If not, click into the field to select a
+   product from the drop down.
+
+Fill out the :guilabel:`Repair Description` field with a brief explanation of the issue. Click the
+:guilabel:`Sale Order` field and then select the originating :abbr:`SO (Sales Order)` from which the
+product is being repaired from. If a return has been initiated for the product, select the reference
+number from the drop-down in the :guilabel:`Return` field.
+
+Choose an :guilabel:`Invoice Method` from the drop-down. Select :guilabel:`Before Repair` or
+:guilabel:`After Repair` to generate an invoice before or after the work is completed. Selecting
+:guilabel:`No Invoice` means that an invoice cannot be generated for this service.
+
+If parts are required for the repair, they can be added in the :guilabel:`Parts` tab. Services can
+be added as product lines on the :guilabel:`Operations` tab. Additional information for the internal
+repair team can be added to the :guilabel:`Repair Notes` tab. Information for the customer can be
+added to the :guilabel:`Quotation Notes` tab, and will be automatically added to the PDF of the
+quotations generated from this :guilabel:`Repair Reference`.
+
+A :guilabel:`Repairs` smart button will be added to the ticket, linking to the repair order.
+
+.. image:: after_sales/after-sales-repair-smart-button.png
+   :align: center
+   :alt: View of smart buttons focusing on repair button.
+
+.. note::
+   Once a user creates a repair order from a *Helpdesk* ticket, they will be able to access it
+   through the ticket's :guilabel:`Repair` smart button, or from a link in the :guilabel:`Chatter`,
+   even if they do not have access rights to the *Repair* application.
+
+Create a field service task from a ticket
+=========================================
+
+On-site interventions can be planned from a ticket and managed through the *Field Service*
+application. Customers with :doc:`portal access </applications/general/users/portal>` will be able
+to track the progress of a :guilabel:`Field Service` task just as they would a *Helpdesk* ticket.
+
+To create a new task, navigate to a :menuselection:`Helpdesk` ticket. Click :guilabel:`Create Task`
+to open the :guilabel:`Create a Field Service task` pop-up. Confirm or update the task
+:guilabel:`Title`.
+
+.. note::
+   The :guilabel:`Project` field on the :guilabel:`Create a Field Service task` pop-up will default
+   to the same *Field Service* project that was identified on the team's settings page. To change
+   the project for this specific task, select one from the :guilabel:`Project` field.
+
+   To change the default *Field Service* project for the team, go to :menuselection:`Helpdesk -->
+   Configuration --> Teams` to select a :guilabel:`Team`. Scroll to the :guilabel:`After-Sales`
+   section and choose new project under :guilabel:`Field Service`.
+
+Click :guilabel:`Create Task` or :guilabel:`Create & View Task`.
+
+.. image:: after_sales/after-sales-field-service-create.png
+   :align: center
+   :alt: View of a Field Service task creation page.
+
+After the task is created, a :guilabel:`Tasks` smart button will be added to the ticket, linking the
+:guilabel:`Field Service` task to the ticket.
+
+.. image:: after_sales/after-sales-field-service-smart-button.png
+   :align: center
+   :alt: View of ticket smart buttons focused on task.
+
+.. seealso::
+   `Field Service  <https://www.odoo.com/slides/slide/advanced-settings-862?fullscreen=1>`_