Hi there new to Epicor/Kinetic. We are on Kinetic 11 version. I am trying to improve our in house repair processes and was wondering what processes you are using for the technicians. What tasks in Epicor does your Customer Service center perform, what inputs do the techs use. Currently our process for the techs is:
Create new case
Create new serviced RMA
Create Loaner RMA placeholder (if needed)
Create Sales order for loaner
Ship loaner
Update loaner RMA
Create service call
Create service job
Receive RMA (done by a receiver)
Once unit is serviced:
Create quote (if chargeable)
Process and complete service job
Issue materials to job
assigna nd match serila numbers (if applicable)
Complete service job
Complete service call
Invoice job (if applicable) THis step is done by Finance to send, Is there a way once we coplete the service call Epicor automatically sends the invoice to the customer?
Ship service item - yes we pack it up and create the shipment.
Our Custoine Service team is using Salesforce to log complaints so if it’s possible to inegrate with that to eliminate Customer Service from having to use two programs that would be helpful.
Thanks in advance for your input
Thanks for the feedback