Asset Service Lifecycle Management

Overview

Asset Service Lifecycle Management offers a suite of features that help businesses maximize asset lifetime value, minimize asset downtime, improve service delivery, manage product services at scale, and simplify the work order management process.

Asset Service Lifecycle Management includes the following features:

Work Order Estimation

With Work Order Estimation, service agents can offer detailed quotes for field service work even before a work order is created. Agents can easily estimate work related to specific assets with a simple and intuitive guided flow that considers any service contracts, entitlements, or warranties.

After an agent prices and approves the proposal, work orders are automatically generated from the quote, streamlining the process from estimation to execution. This enhances productivity and significantly boosts customer satisfaction by ensuring transparency and accuracy in service planning and billing.

For more information, see Work Order Estimation.

For setting up Work Order Estimation, see Work Order Estimation Setup.

Note For Communication Cloud, default pricing is applicable with the ability to customize using your own pricing API. For more information, see Salesforce Pricing Setup for Work Order Estimation.

Additionally, consider these steps when setting up Work Order Estimation on a Communications Cloud Org with the CME Managed Package.

1. Make sure that the Standard Omnistudio Runtime is enabled. For more information, see Standard OmniStudio Content and Runtime.
2. Follow these additional steps when you set up Document Generation:

   1. Create a DocGen template using the managed-package based Document Template Designer. For more information, see Document Template Designer.

   2. Make these changes in the ifs/DocumentGenerationV2 OmniScript. This is the out-of-the-box (OOTB) OmniScript included with Work Order Estimation.

   1. In the GetDocumentTemplates element locate the WorkOrderEstimationDocGenGetTemplateName data mapper. This data mapper is used to query the template. Perform these tasks:
      1. Clone the WorkOrderEstimationDocGenGetTemplateName data mapper.
      2. In the cloned data mapper, update the query to target the entity where the document template is created. The entity must be from the vlocity_cmt package.
      3. Use the updated cloned data mapper in the GetDocumentTemplates element.
   2. In the GenerateDocument element, change the package namespace reference for the Lightning Web Component from omnistudio__clmOsDocxGenerateDocument to vlocity_cmt__clmOsDocxGenerateDocument.
   3. From the Set Generation Options element, remove these Lightning Web Component properties:

      docGenerationMechanism

      downloadFileFormat

      pdfGenerationSource

      documentGenerationFontSource

      documentViewer

Note

When you create a template using the CME managed package-based designer, refer to the OOTB template WorkOrderEstimationProposal provided as part of Work Order Estimation.

Work order estimation is now available for partners by using community site on Experience Cloud.

Book Service Appointment

Agents can effortlessly view, book, reschedule, or cancel service appointments directly from a work order or other relevant features. For more information, see Book Service Appointment

Advanced Exchange

Advanced Exchange boosts service efficiency by simplifying faulty item returns and replacement requests, minimizing downtime and ensuring continuous operations. For more information, see Advanced Exchange.

Asset Coverage View

Use the Asset Coverage View for quick access to customer entitlements. For more information, see Asset Coverage View.

Asset Interactive Hierarchy

Asset Interactive Hierarchy offers a way to easily visualize and navigate a complex asset and its child assets. For more information, see Asset Interactive Hierarchy.

Depot Repair

Easily create work orders from return orders, and capture repair-specific data for technicians at manufacturing depot locations. For more information, see Depot Repair.

Inventory Count

Inventory counts give you precise control, ensuring accurate records. Easily plan cycle or ad hoc counts across all locations, capture them on the go with the Salesforce Field Service mobile app for all item types, and get a single view of accuracy and progress. For more information, see Inventory Count.

Inventory Replenishment

Prevent stockouts and build trust with automated inventory replenishment. Define restocking policies; the system handles the rest, no manual checks. For more information, see Inventory Replenishment.

Inventory Search and Transfer

Manage inventory stock and movement, and streamline your inventory operations by using Inventory Search and Transfer.

Design a search experience to empower inventory and service teams to monitor products and parts at warehouses, plants, and other inventory locations. Configure the searchable object that's the basis of the search experience, what criteria users use to search for products, how search results appear, and what actions users perform on the search results by using Criteria-Based Search and Filter. Maintain optimal inventory levels and fulfill customer demand by easily transferring serialized and non-serialized products across inventory locations. For more information, see Inventory Search and Transfer.

Product Service Campaign

Organize impactful, timely product service campaigns to service products in disrepair, recall defective products, upgrade eligible products, and streamline product communications at scale. Product service campaigns help companies nurture a robust reputation, cultivate customer loyalty, and ensure customer safety.

Service managers can design product service campaigns to assess issues in a large number of assets in a product line and coordinate activities to address the issues. They can easily segment and curate actionable lists of assets in product service campaigns, and assign lists to service agents. Service agents can monitor the services to be performed on the assets.

For more information, see Product Service Campaign.

Service Parts Return

Manage the return process for service parts to improve service process efficiency for users. Field service technicians can request the return of damaged parts related to a work order when the part must be replaced. For more information, see Service Parts Return.

Timesheets and Labor Cost Optimization

Optimize timesheets, cut costs, and ensure labor compliance with Timesheets and Labor Cost Optimization. For more information, see Timesheets and Labor Cost Optimization.