Product Service Campaigns
Product Service Campaign (PSC) is a combination of automation and user experience flows that facilitate the completion of Service Campaign use cases.
Asset 360 utilizes Salesforce native objects such as Product Service Campaign and Product Service Campaign Item to provide users with an interface and back-end behavior to create campaigns specific to servicing a group of assets or items.
Campaigns have searches defined using a dynamic search capability that identifies the affected Asset records based on criteria and then creates Product Service Campaign Item Lines as results. The search results generate delivery outputs that include the SFDC native Objects for Work Orders, Return Orders, and Cases.
Use Cases
The following are some use cases of product service campaigns:
• There is a critical software update to be installed in recently delivered scanning devices. The manufacturer creates a product service campaign of the type work order for the relevant assets to complete this activity.
• The manufacturer wants to communicate a change in the warranty terms for recently installed routers. They create a product service campaign of the type case to complete this activity.
• The manufacturer wants to recall recently delivered mobile phones. They create a product service campaign of the type return order to complete this activity.
• The laptop company wants to provide discounts for new laptops to customers using older models of laptops. They create a product service campaign of the type opportunity for laptops older than four years.
• An industrial forklift manufacturing company wants to create a product service campaign to recall high-capacity batteries installed on an older model of electric lift truck. Any battery installed before 2023 that records an energy consumption greater than 8,000 watts and has an internal running temperature of 60 degrees Celsius is at a risk of experiencing critical failure, and must be replaced. Because not all the affected batteries will degrade in performance at the same rate, this PSC must remain open for the next 12 months. To understand how you can use the product service campaigns capability for this business use case, see
End-to-End Flow.
Topics
Reference Section
For information about setting up Product Service Campaign configuration templates and other administrator capabilities, see
Product Service Campaigns for Administrators.