diff --git a/content/applications/services/helpdesk/advanced/after_sales.rst b/content/applications/services/helpdesk/advanced/after_sales.rst index 90981beed..cf168d8b6 100644 --- a/content/applications/services/helpdesk/advanced/after_sales.rst +++ b/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 `_ + :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 `_ + +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 ` 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 `_ diff --git a/content/applications/services/helpdesk/advanced/after_sales/after-sales-coupon-email.png b/content/applications/services/helpdesk/advanced/after_sales/after-sales-coupon-email.png new file mode 100644 index 000000000..e5d3b79c4 Binary files /dev/null and b/content/applications/services/helpdesk/advanced/after_sales/after-sales-coupon-email.png differ 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