As a fast-growing distributor of heavy machinery, the fictional Zylker found itself dealing with repair request chaos. Dealers were frustrated by delays, and employees were frustrated by how many steps it took to submit a single request.

The problem

Submitting a repair request meant switching tabs, jumping across CRM modules, filtering data, copying serial numbers, manually checking warranty status on an external site, sending emails, creating related records, and hoping nothing had been missed along the way. With new employees joining regularly, this only got slower, since they weren't sure where to look, what steps to follow, or what to do next, leaving dealers waiting on the line while reps struggled through the CRM.

The kiosk

Admins packaged the entire repair request submission workflow into a single kiosk, bringing the UI, logic, and automation together in one place so reps could submit requests faster and without errors. Behind a deceptively simple series of screens, the kiosk does the following:

1. Searches the Dealers module and lists matching dealers for the rep to choose from.
2. Once a dealer is selected, retrieves records from the Equipment Purchases module linked to that dealer.
3. Once a piece of equipment is selected, queries the manufacturer's system via an API call using the machine's serial number, then displays the warranty status and other details to the rep.
4. When the rep clicks Proceed, the kiosk follows one path for active warranties, and different paths, with their own screens and actions, for warranties that have expired or are still "in process."
5. The details needed to submit the repair request are collected, with fields pre-filled wherever the information already exists in Zoho CRM or earlier in the kiosk.
6. Once the rep confirms the terms and conditions and clicks Submit, two records are created automatically, a repair request record and a warranty claim record, and the original equipment purchase record is tagged appropriately.

How it's configured

This kiosk uses screens to retrieve and show information along with buttons for the rep's choices, GetRecords components pulling data from the Dealers, Equipment Purchases, and Technicians modules, a query making a REST API call to the manufacturer's system to retrieve warranty status, a decision component that automatically chooses a path based on the warranty status returned, and actions such as creating records, applying tags, and sending email notifications to automate as much of the process as possible along each path.