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Service

Velosity's Service module provides a comprehensive suite of tools for managing customer support, product repairs, and Return Merchandise Authorizations (RMA). It bridges the gap between customer service requests and shop floor execution.

Key Features

Tickets

Service Tickets are the entry point for customer service. They allow you to associate customers with specific serial numbers being returned for service.

Trouble Reports

Trouble Reports document the entire lifecycle of a repair, from the initial problem report to final resolution, including detailed symptom analysis and parts replacement.

Diagnostics

Integrated guided diagnostics (via Yonyx) help technicians troubleshoot complex issues using logic-based decision trees directly within their workflow.

RMA Workflow

Learn how to use Velosity for a full RMA "two-loop" process, separating diagnostics from the actual repair execution.

System Interoperability

Understand how the Service module integrates with CORE (Reference Data), CPQ (Quotes/Orders), and OPS (Production).

Administration

Service Codes

Standardize your service data by configuring pre-defined codes for Symptoms, Root Causes, and Repairs.