[IMP] helpdesk: after sales updates

closes odoo/documentation#8022

X-original-commit: dc0dfea959
Signed-off-by: Zachary Straub (zst) <zst@odoo.com>
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>

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

@@ -2,72 +2,87 @@
 After-Sales services
 ====================
 
-*After-Sales* services can be configured in the *Helpdesk* application for individual *teams*. Once
+*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
+enabled, users can :ref:`issue refunds <helpdesk/refunds>`, :ref:`generate coupons
-field service interventions directly from a ticket.
+<helpdesk/coupons>`, :ref:`process returns <helpdesk/returns>`, and :ref:`schedule repairs
+<helpdesk/repairs>` or :ref:`field service interventions <helpdesk/field>` directly from a ticket.
 
-Set up the after-sales services
+Set up after-sales services
-===============================
+===========================
 
-Start by enabling the after-sales services on specific *Helpdesk* team(s), by going to
+Start by enabling the after-sales services on a specific *Helpdesk* team, by going to
-:menuselection:`Helpdesk --> Configuration --> Teams` and selecting which teams(s) these services
+:menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams` and click on the team the
-should be active on. Then, scroll to the :guilabel:`After-Sales` section on the team's settings
+services should be applied to. Then, scroll to the :guilabel:`After-Sales` section on the team's
-page, and choose which of the following options to enable:
+settings page, and choose which of the following options to enable:
 
-- :guilabel:`Refunds`: issues credit notes to refund a customer, or adjust the remaining amount due
+- :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:`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:`Returns`: initiates a product return from a customer through a reverse transfer.
-- :guilabel:`Repairs`: creates repair orders for broken or faulty products
+- :guilabel:`Repairs`: creates repair orders for broken or faulty products.
-- :guilabel:`Field Service`: plans onsite intervention through the *Field Service* application
+- :guilabel:`Field Service`: plans onsite intervention through the *Field Service* application.
 
 .. figure:: after_sales/after-sales-enable.png
    :align: center
 
    The services that are enabled can vary based on the type of support a team provides.
 
-.. warning::
+.. danger::
-   As all of the after-sales services in Odoo require integration with other applications, enabling
+   Since all 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
+   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,
+   new application on a One-App-Free database triggers a 15-day trial. At the end of the trial, if a
-   if a paid subscription has not been added to the database, it will no longer be accessible.*
+   paid subscription has not been added to the database, it will no longer be accessible.
 
-Issue a refund with a credit note
+.. _helpdesk/refunds:
-=================================
+
+Issue refund with 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::
+.. important::
-   Invoices must be posted before a credit note can be generated.
+   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
+To create a credit note, navigate to a ticket on the :menuselection:`Helpdesk app`, and click the
-click the :guilabel:`Refund` button in the upper-left corner of the ticket dashboard. Then, select
+:guilabel:`Refund` button in the top-left corner of the ticket form. This opens a
-the corresponding invoice from the :guilabel:`Invoices to Refund` drop-down menu.
+:guilabel:`Refund` pop-up window.
 
 .. image:: after_sales/after-sales-refund-details.png
    :align: center
    :alt: View of a refund creation page.
 
-Choose a :guilabel:`Credit Method` from one of the following options:
+Fill out the fields with the necessary information:
 
-- :guilabel:`Partial Refund`: the credit note is created in draft and can be edited before being
+ - :guilabel:`Sales Order`: if a sales order was referenced on the original ticket, it automatically
-  issued
+   populates in this field.
-- :guilabel:`Full Refund`: the credit note is auto-validated and reconciled with the invoice. *This
+ - :guilabel:`Product`: the product the ticket is about. If an item is selected in this field, only
-  is the option to choose if a validated invoice needs to be canceled*
+   the sales orders, deliveries, and invoices including this product can be selected.
-- :guilabel:`Full refund and new draft invoice`: the credit note is auto-validated and reconciled
+ - :guilabel:`Lot/Serial Number`: this field is **only** visible if the :guilabel:`Product` selected
-  with the invoice. The original invoice is duplicated as a new draft. *This is the option to choose
+   has associated lot or serial numbers.
-  if a validated invoice needs to be modified*
+ - :guilabel:`Invoices to Refund`: this field is **required**. If no invoices are available in the
+   drop-down, it indicates this customer currently has no posted invoices, or the
+   :guilabel:`Product` has no related invoices.
+ - :guilabel:`Reason displayed on Credit Note`: this field automatically populates with the ticket
+   number, though it can be edited with additional information.
+ - :guilabel:`Journal`: the accounting journal where the credit note should be posted. After an
+   invoice is selected, this field defaults to the journal listed on the original invoice, though it
+   can be changed, if necessary.
+ - :guilabel:`Reversal date`: when this field is clicked, use the pop-up calendar that appears to
+   select a date for the credit note invoice. This field is **required**.
 
-.. important::
+After the necessary fields are filled in, click :guilabel:`Reverse` or :guilabel:`Reverse and Create
-   The :guilabel:`Credit Method` options will **not** be available for invoices that have already
+Invoice`.
-   been paid.
 
-Make any necessary changes to the details of the credit note and click :guilabel:`Reverse.` Then
+:guilabel:`Reverse` creates a credit note in a draft state that can be edited before it is posted.
-click :guilabel:`Confirm` to post the credit note.
+This option can be used to provide a partial refund.
 
-Once the credit note has been posted, a :guilabel:`Credit Notes` smart button will be added to the
+:guilabel:`Reverse and Create Invoice` creates a credit note that is automatically posted as well as
+an invoice in a draft state. The invoice contains the same information as the original invoice,
+though this information can be altered.
+
+Once the credit note has been posted, a :guilabel:`Credit Notes` smart button is added to the
 *Helpdesk* ticket.
 
 .. image:: after_sales/after-sales-credit-note-smart-button.png
@@ -75,40 +90,60 @@ Once the credit note has been posted, a :guilabel:`Credit Notes` smart button wi
    :alt: View of smart buttons on a ticket focusing on the credit note button.
 
 .. seealso::
-   :doc:`/applications/finance/accounting/customer_invoices/credit_notes`
+   :doc:`../../../finance/accounting/customer_invoices/credit_notes`
+
+.. _helpdesk/coupons:
 
 Generate coupons from a ticket
 ==============================
 
-Coupons can be used to alter the price of products or orders. The usage constraints of a coupon are
+Coupons can be used to alter the price of products or orders. Conditional rules define the usage
-defined by conditional rules. *Coupon Programs* are configured in the *Sales* or *Website*
+constraints of a coupon. *Coupon Programs* are configured in the *Sales*, *Point of Sale*, or
-applications.
+*Website* applications.
 
-.. note::
+.. important::
-   The *eCommerce* module must be installed in order to create coupon codes from the *Website*.
+   The *eCommerce* module **must** be installed 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
+top-left corner. Select an option from the :guilabel:`Coupon Program` drop-down menu in the
-:guilabel:`Generate`.
+:guilabel:`Generate a Coupon` pop-up window that appears.
 
 .. 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
+.. note::
-:guilabel:`Copy` button), or sent in an email by clicking :guilabel:`Send`.
+   To create a new :guilabel:`Coupon Program`, navigate to :menuselection:`Sales app --> Products
+   --> Discount & Loyalty` and click :guilabel:`New`. To make the program available to share with
+   *Helpdesk* customers, the :guilabel:`Program Type` **must** be set to :guilabel:`Coupons`. This
+   generates single-use coupon codes that grant immediate access to rewards and discounts.
+
+  Coupon programs can also be created in the *Point of Sale* application or *Website* application.
+  Refer to :doc:`discount and loyalty programs
+  <../../../sales/sales/products_prices/loyalty_discount>` for more information.
+
+Click on the :guilabel:`Valid Until` field, and use the pop-up calendar to select an expiration date
+for this coupon code. If this field is left blank, the code does **not** expire.
+
+Click :guilabel:`Send by Email` to compose an email to send to the customer with the coupon code.
 
 .. note::
-   When emailing a coupon code, all the followers of the ticket will be added as recipients to the
+   When emailing a coupon code, **all** the followers of the ticket are 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.
+   field of the :guilabel:`Compose Email` pop-up window. If an expiration date was selected for the
+   code, it is included in the message template.
 
    .. 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
+Click :guilabel:`Get Share Link` to generate a link to send directly to the customer. Doing so opens
-to the top of the ticket; click the smart button to view the coupon code, expiration date, and
+a :guilabel:`Share Coupons` pop-up window. Click the :guilabel:`Copy` button next to the
+:guilabel:`Share Link` field and paste the results to any communication with the customer. When the
+customer uses the link, the code is automatically applied to their cart.
+
+After a :guilabel:`Coupon Code` has been generated, a :guilabel:`Coupons` smart button is 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
@@ -116,7 +151,10 @@ additional information.
    :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>`_
+   - `Coupons <https://www.youtube.com/watch?v=KW5cZHg10jQ>`_
+   - :doc:`../../../sales/sales/products_prices/loyalty_discount`
+
+.. _helpdesk/returns:
 
 Facilitate a product return with a reverse transfer
 ===================================================
@@ -129,101 +167,132 @@ the :guilabel:`Reverse Transfer` pop-up window.
    :align: center
    :alt: View of a Helpdesk ticket with the return button highlighted.
 
-.. note::
+.. important::
-   The :guilabel:`Return` button only appears on a ticket if the customer has a recorded delivery in
+   The :guilabel:`Return` button **only** appears on a ticket if the customer has a recorded
-   the database.
+   delivery in the database.
 
-By default, the quantity will match the validated quantity from the delivery order. Update the
+Select a :guilabel:`Sales Order` or :guilabel:`Delivery to Return` to identify the products that
-:guilabel:`Quantity` field if necessary.
+need to be returned.
+
+By default, the quantity matches the validated quantity from the delivery order. Update the
+:guilabel:`Quantity` field, if necessary. To remove a line, click the :guilabel:`🗑️ (trash can)`
+icon.
+
+Select a :guilabel:`Return Location` where the items should be directed after the return is
+completed.
 
 .. 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
+incoming returned products.
-ticket.
+
+Use the breadcrumbs to return to the helpdesk ticket. A new :guilabel:`Return` smart button can now
+be accessed at 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`
+   :doc:`../../../sales/sales/products_prices/returns`
+
+.. _helpdesk/repairs:
 
 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
+If the ticket is related to an issue with a faulty or broken product, a *repair order* can be
-from the *Helpdesk* ticket, and managed through the *Repairs* application.
+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.
+:guilabel:`Repair` button in the top-left corner. This opens a :guilabel:`Repair Reference` form.
-
-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::
+Fill out the fields with the necessary information:
-   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:`Customer`: this field carries over from the ticket, though a new contact can been
-:guilabel:`Sale Order` field and then select the originating :abbr:`SO (Sales Order)` from which the
+   selected from the drop-down menu.
-product is being repaired from. If a return has been initiated for the product, select the reference
+ - :guilabel:`Product to Repair`: if a product was specified in the :guilabel:`Product` field on the
-number from the drop-down in the :guilabel:`Return` field.
+   ticket, it is added to this field automatically. If not, click into the field to select a product
+   from the drop-down menu.
+ - :guilabel:`Lot/Serial`: this field is **only** visible if the products being repaired are
+   tracked, via lot or serial numbers.
+ - :guilabel:`Return`: return order from which the product to be repaired comes from.
+ - :guilabel:`Under Warranty`: if this box is checked, the sale price for all products from the
+   repair order are set to zero.
+ - :guilabel:`Scheduled Date`: this field defaults to the current date. To select a new date, click
+   into the field and select a date using the drop-down calendar.
+ - :guilabel:`Responsible`: assign a user from the drop-down menu to manage the repair.
+ - :guilabel:`Tags`: click into this field to assign an existing tag or create a new one. Multiple
+   tags can be assigned.
 
-Choose an :guilabel:`Invoice Method` from the drop-down. Select :guilabel:`Before Repair` or
+If parts are required for the repair, they can be added in the :guilabel:`Parts` tab. Additional
-:guilabel:`After Repair` to generate an invoice before or after the work is completed. Selecting
+information for the internal repair team can be added to the :guilabel:`Repair Notes` tab.
-: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
+Once the form is complete, click :guilabel:`Confirm Repair`. To create, edit, and send a quote for
-be added as product lines on the :guilabel:`Operations` tab. Additional information for the internal
+this repair, click :guilabel:`Create Quotation`.
-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.
+A :guilabel:`Repairs` smart button is then 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::
+.. tip::
-   Once a user creates a repair order from a *Helpdesk* ticket, they will be able to access it
+   Once a user creates a repair order from a *Helpdesk* ticket, they can access it through the
-   through the ticket's :guilabel:`Repair` smart button, or from a link in the :guilabel:`Chatter`,
+   ticket's :guilabel:`Repair` smart button, or from a link in the chatter, even if they do not have
-   even if they do not have access rights to the *Repair* application.
+   access rights to the *Repair* application.
 
-Create a field service task from a ticket
+.. _helpdesk/field:
-=========================================
+
+Create 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
+application. Customers with :doc:`portal access <../../../general/users/portal>` are able to track
-to track the progress of a :guilabel:`Field Service` task just as they would a *Helpdesk* ticket.
+the progress of a *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`
+.. tip::
-to open the :guilabel:`Create a Field Service task` pop-up. Confirm or update the task
+   To change the default *Field Service* project for the team, go to :menuselection:`Helpdesk app
-:guilabel:`Title`.
+   --> Configuration --> Helpdesk Teams` to select a :guilabel:`Team`. Scroll to the
+   :guilabel:`After-Sales` section, and choose a project under :guilabel:`Field Service`.
 
-.. note::
+To create a new *Field Service* task, navigate to a :menuselection:`Helpdesk` ticket. Click
-   The :guilabel:`Project` field on the :guilabel:`Create a Field Service task` pop-up will default
+:guilabel:`Plan Intervention` to open the :guilabel:`Create a Field Service task` pop-up window.
-   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
+Confirm or update the task :guilabel:`Title`.
+
+The :guilabel:`Project` field on the :guilabel:`Create a Field Service task` pop-up window defaults
+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.
+
+If applicable, select a :guilabel:`Worksheet Template` from the drop-down menu.
+
+.. note::
+   *Field Service Worksheets* are reports that detail the work completed during an on-site task.
+   When work is completed, worksheets are signed by the customer to confirm the job is done and the
+   customer is satisfied.
+
+   If the *Field Service* project assigned to the *Helpdesk* team has worksheets enabled, and has a
+   default template assigned, that template automatically appears in the :guilabel:`Worksheet
+   Template` drop-down field. Even so, the field can be edited, and another template can be
+   selected.
+
+   If the *Field Service* project does **not** have worksheets enabled, the :guilabel:`Worksheet
+   Template` field does not appear on the :guilabel:`Create a Field Service task` pop-up window.
+
+Click :guilabel:`Create Task` or :guilabel:`Create & View Task`.
+
+After the task is created, a :guilabel:`Tasks` smart button is added to the ticket, linking the
 :guilabel:`Field Service` task to the ticket.
 
 .. image:: after_sales/after-sales-field-service-smart-button.png