Product Service Campaigns for recalls and proactive service
Key Takeaway
Product Service Campaign is the capability for recalling or servicing many affected assets together. Service managers group the assets into lists, and service agents then create work orders in bulk. When assets must come back, a return order with a return order line item for each asset records the shipment and the reimbursement.
A Product Service Campaign is an organized effort to recall, repair, upgrade, modify, or service a large number of assets affected by an issue. A Salesforce admin sets up the feature. Service managers find and group the impacted assets. Service agents reach out to customers and track the work. In a business design document, Product Service Campaign is the Agentforce Manufacturing capability that meets the need to service faulty products, recall defective assets, and manage customer communications at scale.
When to map a requirement to Product Service Campaign
Map a requirement to Product Service Campaign when a manufacturer needs to service faulty products, recall defective assets, upgrade eligible products, or manage product communications at scale. Typical campaigns include a recall of products because of potential safety hazards, or an upgrade of products to comply with legal regulations.
Product Service Campaign is built for issues across a substantive number of assets. Its tools focus on two jobs: segmenting the impacted assets into actionable lists, and creating work orders in bulk. So the team works on the affected assets as a group, instead of creating and tracking each work order one at a time.
A Product Service Campaign acts on the impacted assets themselves. Keep it separate from nearby features in a design:
If the requirement is to recall, repair, upgrade, or service many impacted assets...
Map it to Product Service Campaign.
If the requirement is to request the return of parts tied to a work order or a warranty claim...
Map it to Service Part Return.
If the requirement is to capture and adjudicate warranty claims...
Map it to Warranty Lifecycle Management.
If the requirement is to recover costs for defective parts from suppliers...
Map it to Warranty Supplier Recovery.