Manage Items in Product Service Campaigns
Service managers can efficiently add the assets that they must recall, repair, modify, or upgrade, to a product service campaign. Easily curate and segment lists of assets to be included in a product service campaign by creating actionable lists with the assets. You can add items to a product service campaign by creating an actionable list with the impacted assets, by associating a campaign to an existing list, or by manually creating product service campaign item records.
Required Editions
| Available in: Lightning Experience |
| Available in: Automotive Cloud, Communications Cloud, Consumer Goods, Energy and Utilities Cloud, Manufacturing Cloud, Service Cloud, and Media Cloud. View edition availability. |
| User Permissions Needed | |
|---|---|
| Create actionable lists | Actionable Segmentation permission set AND Query for Data Pipelines permission set |
| Add items of an actionable list to a product service campaign | Product Service Campaign permission set AND Actionable Segmentation permission set AND Query for Data Pipelines permission set |
| Create product service campaign item records | Product Service Campaign permission set |
Instead of manually adding each impacted asset to a product service campaign, create actionable lists and specify sophisticated filter criteria, or use Data Cloud segments to group assets that you want to include. You can create an actionable list from two sources.
- Data Cloud Segment: Use a Data Cloud segment from a data space that you have access to. A segment contains the items that are added to actionable lists.
- Actionable List Definition: Use an actionable list definition created by your Salesforce admin to create an actionable list. The actionable list determines how the data from various objects is transformed for actionable lists.
A product service campaign item record represents each asset that’s included in a product service campaign. An actionable list member record represents each item in an actionable list.
After you create an actionable list, you can add all members in the list to a product service campaign. A product service campaign item record is created for each member in the actionable list. Each product service campaign item record is related to the corresponding actionable list member. After you add the items to the campaign, the members aren’t deleted from the list.
A product service campaign can be associated with only one actionable list, and an actionable list can be related to only one product service campaign. You can’t change the actionable list associated with a product service campaign if the campaign contains items.
Add Items to a Product Service Campaign By Creating a New Actionable List
Service managers can create an actionable list for a product service campaign, and add impacted assets to the list. Then, they can add the items in the list to the campaign.
- Open the product service campaign record that you want to add items to.
- On the product service campaign record, from the action menu, click New Actionable List.
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Select the source of the actionable list.
Option Description Data Cloud Segment Create a list by using a Data Cloud segment. Actionable Segmentation Create a list by using an actionable list definition. -
If you select Data Cloud Segment, create an actionable list by using a Data Cloud segment
on the Asset object.
Specify fields to show as columns in the list and configure engagement statuses. For detailed steps, see Create an Actionable List from a Data Cloud Segment .The actionable list is created and is related to the product service campaign.
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If you select Actionable Segmentation, create an actionable list from a list definition
for the Asset object.
Specify a filter criteria and select assets records to add to the list. For the detailed steps, see Create Actionable Lists From List Definitions .The actionable list is created and is related to the product service campaign.
- If necessary, select the columns to display on the actionable list, and sort the columns.
- To add the items from the actionable list to the campaign, from the action menu, click Add to Service Campaign.
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To confirm the addition of items to the campaign, click
Confirm.
You receive a notification after the items in the actionable list are added to the campaign.
After you receive the notification that the items are added to the product service campaign, to go to the campaign record, click the notification. You can view the items that you added to the campaign in the Product Service Campaign Items related list in the Related tab of the product service campaign record.
After you add items in an actionable list to a product service campaign, if you add more items to your actionable list, you must add the new items to the campaign as well. Click Add to Service Campaign on the actionable list page to add the new items to the campaign.
Add Items to a Product Service Campaign From an Existing Actionable List
Service managers can associate an existing actionable list with assets to a product service campaign. Then, they can add the items in the list to the campaign.
- Open the product service campaign record that you want to add items to.
- From the action menu, click Edit.
- For the Actionable List field, search and select an actionable list that contains the assets that you want to add to the product service campaign.
- Save your changes.
- To open the associated actionable list, click the link to the actionable list in the Actionable List field.
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To add the items from the actionable list to the product service campaign, from the action
menu, click Add to Service Campaign.
Note All the items that aren’t already a part of the campaign are added to the campaign. You can’t select individual items in the list to add them to the campaign. -
To confirm the addition of items to the product service campaign, click
Confirm.
You receive a notification after the items in the actionable list are added to the product service campaign.
After you receive the notification that the items are added to the product service campaign, to go to the product service campaign, click the notification. You can view the items that you added to the product service campaign in the Product Service Campaign Items related list in the Related tab of the product service campaign record.
After you add items in an actionable list to a product service campaign, if you add more items to your actionable list, you must add the new items to the campaign as well. Click Add to Service Campaign on the actionable list page to add the new items to the campaign.
Create a Product Service Campaign Item
Service managers can create a product service campaign item record for each asset in a product service campaign. If you can’t add items from actionable lists or prefer to add items that aren’t in the actionable list, you can manually create product service campaign records.
- Open the product service campaign record that you want to create an item for.
- On the Related tab, in the Product Service Campaign Items related list, click New.
- Select a status for the item.
- Search and select an asset.
- Save your changes.
