Asset Hierarchy
As an administrator, you can view, create, and manage hierarchy configurations. This section describes how to configure the asset hierarchy component in object records for users.
Using the hierarchy configuration, you can:
• Create persona-specific hierarchy configurations for end-users by assigning the right Salesforce profile.
• Create a hierarchy configuration and mark it as default for your organization. The default configuration applies to users who are not assigned a profile-specific configuration.
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It is not mandatory to have a default configuration. Out-of-the-box configuration available in the asset hierarchy component is applied to all users if the default configuration is not available.
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To view the hierarchy configuration page, navigate to Setup Home > Asset > Asset Hierarchy. All the existing hierarchy configurations are displayed in tabular format on the Hierarchy page.
You can perform the following tasks on this page:
• Create hierarchy configurations
• Edit hierarchy configurations
• Clone hierarchy configurations
• Delete hierarchy configurations
Asset Hierarchy Use Cases
The following are the use case examples for asset hierarchy:
• The call center agent can view the account details for an asset in the asset hierarchy tree view using a minimum number of clicks. This helps the call center agent to find the information quickly during customer calls and resolve the customer issue in lesser time.
• The call center agent can perform quick actions on the asset using the SPM actions in the asset hierarchy view. For example, the agent can create a work order for the asset while speaking to the customer on the phone.
• The field engineer can view information about other assets in the location when attending a break-fix for an asset. For example, the field engineer can advise the customer to renew the contract if an asset in the location is due for service contract renewal.
• The asset manager can view the parent asset of the current asset and view information about the asset product family.
• The technician can verify whether all the assets in a location are listed correctly. If an asset is installed at the location but has not been added to the location, the technician can add the asset to the location.
Reference Section
For information about the end-user experience of viewing and using the asset hierarchy, see Viewing Asset Hierarchy.