The Service Desk solution gives you the ability to track each case with a case number. The customer service agent can lookup and reference the serial number the client is calling in about from the Salesforce screen. The date of sale and the original purchaser is used by the service agent to help determine if the service is an in/out of warranty issue. The online knowledge base in Salesforce helps the agent and client diagnose the issues. A Return Authorization (RA/RMA) order can be issued and a cross shipment replacement provided. Field service technicians can be scheduled using the calendaring system from within the Salesforce case screen. The field service agent is notified on their mobile phone calendar automatically. The results of the case which may include service calls, spare parts, repairs, cross shipments, in/out of warranty replacements are integrated back to the ERP for fulfillment and invoicing. Inventory on a service technician’s truck is visible within Salesforce, and is made accountable through the integration with your ERP.