Service managers can coordinate initiatives to evaluate and address issues about
products or services by creating product service campaigns. They can easily curate lists of the
impacted products and add products to the campaigns. Service agents can capture and track the
actions to be performed on the impacted products, and perform outreach activities.
Required Editions
| Available in: Lightning Experience |
| Available in: Automotive Cloud, Communications Cloud, Consumer Goods, Energy and
Utilities Cloud, Manufacturing Cloud, Service Cloud, and Media Cloud. View edition
availability. |
- Create a Product Service Campaign
Service managers can create product service campaigns to define the activities to be performed on products, such as recalling, upgrading, modifying, or servicing assets. Each product service campaign has a fixed duration and a priority that helps companies assess the scale and impact of the campaign.
- Manage Items in Product Service Campaigns
Service managers can efficiently add the assets that they must recall, repair, modify, or upgrade, to a product service campaign. Easily curate and segment lists of assets to be included in a product service campaign by creating actionable lists with the assets. You can add items to a product service campaign by creating an actionable list with the impacted assets, by associating a campaign to an existing list, or by manually creating product service campaign item records.
- Create Work Orders for Product Service Campaign Items
Service agents can manage and monitor the services and upgrades on assets and vehicles in a product service campaign by creating work orders. Work orders describe the work that service technicians and agents perform during service appointments, and outline asset service plans. Generate work orders for selected items or all items in a campaign with minimum effort.
- Create Return Orders for Product Service Campaigns
Service agents can track and facilitate the recall and return of assets in a product service campaign by creating return orders. Return orders outline the reason for the return of assets, and the source and the destination of the return shipment. You can capture how customers are reimbursed for the returned asset, the processing plan for the assets after they’re returned, and other key details. Create a return order for a product service campaign and a return order line item for each asset included in the campaign.
