Cancelling visits, orders and delivery documents on mobile
Key Takeaway
Canceling a visit before it starts sets the visit to Abandoned. The app also automatically cancels all of the visit's unreleased orders and delivery documents, and it gives them the reason Canceled By Call if a cancellation reason is required for them.
Field users sometimes can't finish their work. Goods may be damaged or expired, traffic may be bad, there may be a payment problem, or a store may close unexpectedly or dispute an order. In these cases, users can cancel a visit, an order, or a delivery document directly in the Agentforce Consumer Goods mobile app. Canceling on the device gives real-time data, keeps an audit trail of field work, and cuts down on manual calls back to the office.
Who can cancel
Hybrid users and tour drivers can cancel visits, orders, and delivery documents on their mobile devices, but only while the tour is running. The feature is available in Lightning Experience, in Enterprise and Unlimited Editions where Agentforce Consumer Goods is enabled.
Mobile cancellation depends on combinations of these permission sets:
- "CGCloud Tour Driver"
- "CGCloud Retail Tour Driver"
- "CGCloud Retail User"
- "CGCloud Retail Hybrid User"
- "Direct Store Delivery for Consumer Goods Offline Mobile App"