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Automate Hardware Return Reminders with Service-Level Agreements

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Automate Hardware Return Reminders with Service-Level Agreements

Manage IT asset retrievals by setting up automated return schedules driven by service-level agreement (SLA) milestones. Send targeted notifications across channels to keep users informed until the hardware returns.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

Service-Level Agreement Milestone Operations

SLAs evaluate milestones during each return lifecycle stage. They assess input states and run target operations until meeting exit criteria:

SLA Stage Entry Criteria Exit Criteria Automated Action
SLA 1: Return Initiation Return Request Type = "Return Request" AND Status = "Draft" Status updated to "New" Sends an immediate warning notification containing embedded Unified Catalog links.
SLA 2: Return Completion Status = "New" AND Return Pending Status updated to "Completed" or "Return Received" Dispatches recurring shipment or drop-off reminders to the user.

Workflow Rules and Escalations

  • Multichannel Reminders: Deliver notifications through preferred communication channels, such as email and Slack, to fit seamlessly into user workflows.
  • Dynamic Customization: Populate notification templates automatically by using merge fields for usernames, asset specifications, return instructions, and due dates.
  • Automatic Escalations: Escalate return records automatically to the manager when users don’t return hardware within defined thresholds.
  • Automatic Termination: Stop return reminders immediately when the associated Return Order (RO) or Service Request (SR) status changes to Completed or Canceled.
 
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