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            Process a Hardware Asset Return

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            3. Agentforce IT Service

            Process a Hardware Asset Return

            Fulfill hardware return requests by routing equipment back to stockrooms or moving aging devices to secure disposal sites. Processing a return automatically updates asset statuses, generates logistics records, and maintains an immutable audit trail for compliance tracking.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To process return orders: IT Hardware Asset Management permission set AND Hardware Asset Management - IT Fulfiller permission set license

            Return orders manage the overarching logistics for a single destination, while return order line items track each individual asset. If a request includes multiple devices assigned to different locations, the system automatically creates separate orders for each destination.

            1. From the App Launcher, find and select IT Hardware Asset Management.
            2. Select Service Requests, and open the relevant request record.
            3. Click New Asset Return.
            4. Specify Destination Location for the assets.
            5. Save your changes.

            The system generates a Return Order record for each unique destination stockroom or vendor specified in the request. The status for each linked asset record updates to Pending Reclaim. The Asset Activity log captures the transition that links the asset to the new Return Order Line Item for permanent traceability.

             
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            Salesforce Help | Article