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            Process a Hardware Refresh

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            1. Salesforce Help
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            3. Agentforce IT Service

            Process a Hardware Refresh

            Process a hardware refresh by fulfilling a new device and reclaiming the old one in a single workflow. You must fulfill the new device before starting the return.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To process fulfillment and return orders:

            License: IT Hardware Asset Management

            AND

            Permission Set: Hardware Asset Management - IT Fulfiller
            • Make sure the employee has submitted a Service Request for a hardware refresh.
            • Verify that the new hardware is available in a source stockroom.
            1. Follow the steps in Fulfill Hardware Requests to source a new device.
            2. Follow the steps in Link Assets to Fulfillment Orders to ship the new device.
            3. Update the order status to Sent.
              The Service Request status automatically updates to Waiting instead of closing. This status indicates that the new device is deployed and the old device reclaim is pending.
            4. Follow the steps in Process a Hardware Asset Return to start the old device return.
              The system generates a Return Order (RO) and Return Order Line Items (ROLI). The old asset status changes to Pending Reclaim.
            5. Follow the steps in Track the Status of Your Hardware Request to track the return shipment.
            6. Once the physical device arrives, verify that all expected devices are present and confirm receipt.
            7. In IT Hardware Asset Management, find and select Return Orders.
            8. Select the return order and select Mark as Received.
              The asset status changes to Reclaimed, inventory quantities are incremented at the destination, and the Service Request officially closes.

            See Also

             
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