Asset, coverage, and customer visibility capabilities for service teams
Key Takeaway
Match each service need to its view: Service Console for Manufacturing for the customer, Asset Service Console for Manufacturing for the asset, and Asset Coverage View for the warranties and service contracts that cover the asset and its parent and child assets.
Service teams in Agentforce Manufacturing need to see three things quickly: the asset, what covers it, and the customer behind it. Separate capabilities handle each view, so teams can act from one place instead of switching applications. A customer-focused console shows the customer, and an asset-focused console shows the asset. Asset Coverage View shows the warranties and service contracts that apply. In the business design document, you map each requirement from discovery to the capability that meets it.
Choosing between the two service consoles
Agentforce Manufacturing offers two service consoles. Each console has a different focus, so pick the one that matches where the user starts: the customer or the asset.
| Service Console for Manufacturing | Asset Service Console for Manufacturing | |
|---|---|---|
| Focus | Information about contacts (a customer-first view) | Critical information about a single asset (an asset-first view) |
| Fits a requirement such as | Resolving customer cases quickly and proactively addressing issues | Managing the end-to-end lifecycle of an asset |
| Timeline comes preconfigured with | Contact records and engagement interactions | Work orders and work order line items |
| Alerts include | Upcoming warranty renewals, asset performance issues, order delays, and open cases | Upcoming warranty term expiration, pending service appointments, and the status of cases related to the asset |
The alerts differ because each console has a different focus.
During discovery, an industrial pump maker shares two needs. Its contact center wants agents to resolve customer cases quickly, starting from the caller. Its warranty team wants to follow each pump from manufacture to the end of its life. In the business design document, you map the first need to Service Console for Manufacturing. You map the second need to Asset Service Console for Manufacturing.