[IMP] Helpdesk: After sales updates

closes #12416

Signed-off-by: Samuel Lieber (sali) <[email protected]>
Co-authored-by: Felicia Kuan <[email protected]>

Author: jero-odoo

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

@@ -2,15 +2,15 @@
 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 :ref:`issue refunds <helpdesk/refunds>`, :ref:`generate coupons
 <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 after-sales services
 ===========================
 
-Start by enabling the after-sales services on a specific *Helpdesk* team, by going to
+Start by enabling the after-sales services on a specific **Helpdesk** team, by going to
 :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams` and click on the team the
 services should be applied to. Then, scroll to the :guilabel:`After-Sales` section on the team's
 settings page, and choose which of the following options to enable:
@@ -19,10 +19,10 @@ settings page, and choose which of the following options to enable:
 - :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.
+- :guilabel:`Field Service`: plans onsite intervention through the **Field Service** application.
 
 .. figure:: after_sales/after-sales-enable.png
-   :align: center
+   :alt: The after sales options enabled on a helpdesk team.
 
    The services that are enabled can vary based on the type of support a team provides.
 
@@ -39,18 +39,17 @@ 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.
+remaining amount due. While they are usually created through the **Accounting** or **Invoicing**
+applications, they can be created through a **Helpdesk** ticket, as well.
 
 .. important::
    Invoices **must** be posted before a credit note can be generated.
 
 To create a credit note, navigate to a ticket on the :menuselection:`Helpdesk app`, and click the
-:guilabel:`Refund` button in the top-left corner of the ticket form. This opens a
-:guilabel:`Refund` pop-up window.
+:guilabel:`Refund` button in the top-left corner of the ticket form. This opens a :guilabel:`Refund`
+pop-up window.
 
 .. image:: after_sales/after-sales-refund-details.png
-   :align: center
    :alt: View of a refund creation page.
 
 Fill out the fields with the necessary information:
@@ -83,10 +82,9 @@ an invoice in a draft state. The invoice contains the same information as the or
 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.
+**Helpdesk** ticket.
 
 .. image:: after_sales/after-sales-credit-note-smart-button.png
-   :align: center
    :alt: View of smart buttons on a ticket focusing on the credit note button.
 
 .. seealso::
@@ -98,45 +96,34 @@ Generate coupons from a ticket
 ==============================
 
 Coupons can be used to alter the price of products or orders. Conditional rules define the usage
-constraints of a coupon. *Coupon Programs* are configured in the *Sales*, *Point of Sale*, or
-*Website* applications.
+constraints of a coupon. *Coupon Programs* are configured in the **Sales**, **Point of Sale**, or
+**Website** applications.
 
 .. important::
-   The *eCommerce* module **must** be installed 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
+To generate a coupon, open a **Helpdesk** ticket and click on the :guilabel:`Coupon` button in the
 top-left corner. Select an option from the :guilabel:`Coupon Program` drop-down menu in the
 :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.
 
 .. note::
    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
+   **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.
+  Coupon programs can also be created in the **Point of Sale** or **Website** applications. 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 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. 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.
-
 Click :guilabel:`Get Share Link` to generate a link to send directly to the customer. Doing so opens
 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
@@ -147,7 +134,6 @@ the top of the ticket; click the smart button to view the coupon code, expiratio
 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::
@@ -156,15 +142,14 @@ additional information.
 
 .. _helpdesk/returns:
 
-Facilitate a product return with a reverse transfer
-===================================================
+Return products
+===============
 
 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.
+returning products. Click the :guilabel:`Return` button at the top of a ticket to open the
+:guilabel:`Return` pop-up window.
 
 .. image:: after_sales/after-sales-return-button.png
-   :align: center
    :alt: View of a Helpdesk ticket with the return button highlighted.
 
 .. important::
@@ -175,24 +160,25 @@ Select a :guilabel:`Sales Order` or :guilabel:`Delivery to Return` to identify t
 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.
+:guilabel:`Quantity` field, if necessary. To remove a line, click the :icon:`fa-trash-o`
+:guilabel:`(trash)` 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
+To confirm the return, click :guilabel:`Return`. This generates a new warehouse operation for the
 incoming returned products.
 
+To exchange the received item with a new one, click :guilabel:`Return for Exchange`. Doing so
+generates a warehouse operation in Odoo to deliver the replacement product.
+
 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::
@@ -204,13 +190,12 @@ 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.
+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 top-left corner. This opens a :guilabel:`Repair Reference` form.
 
 .. image:: after_sales/after-sales-repair-reference.png
-   :align: center
    :alt: View of a repair reference page.
 
 Fill out the fields with the necessary information:
@@ -240,39 +225,37 @@ this repair, click :guilabel:`Create Quotation`.
 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.
 
 .. tip::
-   Once a user creates a repair order from a *Helpdesk* ticket, they can access it through the
+   Once a user creates a repair order from a **Helpdesk** ticket, they can access it through the
    ticket's :guilabel:`Repair` smart button, or from a link in the chatter, even if they do not have
-   access rights to the *Repair* application.
+   access rights to the **Repair** application.
 
 .. _helpdesk/field:
 
 Create field service task from a ticket
 =======================================
 
-On-site interventions can be planned from a ticket and managed through the *Field Service*
+On-site interventions can be planned from a ticket and managed through the **Field Service**
 application. Customers with :doc:`portal access <../../../general/users/portal>` are able to track
-the progress of a *Field Service* task just as they would a *Helpdesk* ticket.
+the progress of a **Field Service** task the same as they would a **Helpdesk** ticket.
 
 .. tip::
-   To change the default *Field Service* project for the team, go to :menuselection:`Helpdesk app
+   To change the default **Field Service** project for the team, go to :menuselection:`Helpdesk app
    --> Configuration --> Helpdesk Teams` to select a :guilabel:`Team`. Scroll to the
    :guilabel:`After-Sales` section, and choose a project under :guilabel:`Field Service`.
 
-To create a new *Field Service* task, navigate to a :menuselection:`Helpdesk` ticket. Click
+To create a new **Field Service** task, navigate to a :menuselection:`Helpdesk` ticket. Click
 :guilabel:`Plan Intervention` to open the :guilabel:`Create a Field Service task` pop-up window.
 
 .. image:: after_sales/after-sales-field-service-create.png
-   :align: center
    :alt: View of a Field Service task creation page.
 
 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
+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.
@@ -282,12 +265,12 @@ If applicable, select a :guilabel:`Worksheet Template` from the drop-down menu.
    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
+   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
+   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`.
@@ -296,7 +279,6 @@ After the task is created, a :guilabel:`Tasks` smart button is added to the tick
 :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::