---
schema_version: "1"
id: 38f2804e8765e37840450d93d731a3d78b1a4419f72288d7122309aef71bd836
title: Process Hardware Asset Refresh and Reclaim
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_process_refresh.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_process_refresh.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bc4d09063192caab04f965d0a6a72451151b2dc7bc06129d69bc332de1885a56
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d10562e74">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d10562e74 ">To process fulfillment and return orders:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10562e74 ">
              <p><strong>License</strong>: IT Hardware Asset Management</p>
              <p>AND</p>
              <p style="margin-bottom:0;"><strong>Permission Set</strong>: Hardware Asset Management - IT Fulfiller</p>
            </td>

          </tr>
        </tbody>
      </table>

- 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

- [Fulfill Hardware Requests](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_fulfill_hw.htm&release=264.0.0&type=5 "Sourcing items from stockrooms and deploying them to employees tracks fulfillments cleanly. This process uses fulfillment orders to group multiple products from the same location. Combining shipments reduces delivery fees and streamlines inventory auditing.")
- [Process a Hardware Asset Return](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_process_hardware_return.htm&release=264.0.0&type=5 "Fulfill hardware return requests by routing equipment back to stockrooms or moving aging devices to secure disposal sites. Processing a return automatically updates asset statuses, generates logistics records, and maintains an immutable audit trail for compliance tracking.")

## Process Hardware Fulfillment and Asset Reclamation

1. Select and reserve the required hardware by following the steps in [Fulfill Hardware Requests](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_fulfill_hw.htm&release=264.0.0&type=5 "Sourcing items from stockrooms and deploying them to employees tracks fulfillments cleanly. This process uses fulfillment orders to group multiple products from the same location. Combining shipments reduces delivery fees and streamlines inventory auditing.").
2. Assign and dispatch the new hardware by following the steps in [Link Assets to Fulfillment Orders](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_link_assets_fulfillment.htm&release=264.0.0&type=5 "Link specific serialized devices to a fulfillment order to manage active inventory counts. This process transitions assets from a general reservation to a designated hardware allocation, locking the exact serial numbers for an employee request.").
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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_process_hardware_return.htm&release=264.0.0&type=5 "Fulfill hardware return requests by routing equipment back to stockrooms or moving aging devices to secure disposal sites. Processing a return automatically updates asset statuses, generates logistics records, and maintains an immutable audit trail for compliance tracking.").
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.