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Process Hardware Asset Refresh and Reclaim

Fulfill replacement hardware requests for employees while managing the return of existing devices. Automate lifecycle updates, track return service-level agreements (SLAs) through automated multilevel notifications, and manage modification requests by using agents.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To process fulfillment and return orders:

License: IT Hardware Asset Management

AND

Permission Set: Hardware Asset Management - IT Fulfiller
  • Verify that the employee submits an approved Service Request for a hardware refresh.
  • Verify that the replacement hardware is available in the target source stockroom.

See Also

Process Hardware Fulfillment and Asset Reclamation

  1. Select and reserve the required hardware by following the steps in Fulfill Hardware Requests.
  2. Assign and dispatch the new hardware by following the steps in Link Assets to Fulfillment Orders.
  3. Update the order status to Sent.
    The Service Request status automatically updates to Waiting.
  4. Start the old device return by following the steps in Process a Hardware Asset Return.
  5. Inspect the shipment when the returned device arrives at the stockroom to verify all items.
  6. Confirm receipt in IT Hardware Asset Management:
    1. Go to Return Orders.
    2. Select the target Return Order record.
    3. Click Mark as Received.
  7. Verify that the asset status updates to Reclaimed, target stockroom inventory increments, and the parent Service Request closes.

Monitor SLA Milestones and Automated Reminders

  1. Monitor return metrics by using the SLA Milestone Tracking fields on the Return Order, including Agreement Start Date, Agreement End Date, and Milestone Status.
  2. The system runs a three-tiered escalation path when an employee doesn't return an asset within the SLA timeline:
    1. Initial Notification: Dispatches upon Return Order generation with shipping or drop-off instructions.
    2. 1st Reminder: Dispatches via Slack or email as the milestone approaches warning thresholds.
    3. 2nd Reminder / Escalation: Dispatches when the milestone deadline expires and alerts the employee's manager.

Manage In-Flight Adjustments via Agentforce

  1. Monitor natural-language modification requests submitted by employees via Slack, Microsoft Teams, or the Employee Portal.
  2. Agents process updates according to predefined stage rules:
    1. Product Model Changes: Allowed only before Service Request approval and before fulfillment starts.
    2. Delivery Details: Address updates or collection method changes are allowed only before the replacement device or return box ships.
  3. Confirm that agents log all successful modifications as structured comments in the request thread.