Managing Asset Records
What is an Asset?
An Asset record represents a thing that a customer owns which might be restocked, serviced or monitored by St John.
Assets in Salesforce have a couple of important relationships that define what the Asset is, who it belongs to and where it's located.
The fields 'Product' and 'Kit Definition' relate to what the Asset is.
If the Asset is a product sold by St John such as a first-aid kit or an AED, then the Product field will contain a reference to that product.
If the Asset is a customised Kit, then the 'Kit Definition' field will contain a reference to the defining Kit that determines what components are in that Asset.
In some cases an Asset might not be sold by St John but still tracked, in that case neither of these fields will have a value.
The 'Account' field determines the Account that owns the Asset.
The 'Site' field links to a 'Restocking Address' (Customer Site) and is the physical address where the Asset resides.
The 'Site Location' field is a text description of where at that Customer Site the Asset is located, such as 'In the kitchenette' or 'Mounted on the wall in the lobby'.
The last important detail is the Asset's 'Type' - this determines what rules and information are in place for the Asset, for example AED Assets require special details compared to First-Aid kits.
The Asset Page
The Asset record page contains all of the information required to understand and manage an Asset.
All Assets will have a 'Asset Details' section, however only AED Assets will have the 'AED Servicing Details' section.
From the Asset record page you may create a Service using the button in the top right-hand side of the page.
Asset Statuses
Most Assets will have the status of 'Installed'. If an Asset is no longer in use, the status should be set to 'Obsolete', this lets everyone know that the Asset should no longer be looked for or updated when looking to service it.
Special AED Fields
AED Assets have several fields that are unique.
These fields are used to track important information such as the expiration date of batteries and pads as well as their batch/serial numbers.
While these details can be updated directly on the Asset's record page if required, they will normally be set during the servicing process as the Asset is completed.
Creating an Asset
In order to ensure that the correct information is collected for an Asset, we've created a special process for making new Asset records.
This process can happen outside of a service while managing an Account or Customer Site, or it could occur during a service while selling a new Asset to a customer.
Note: Before creating an Asset record, ensure that you have created an Account and Restocking Address (Customer Site) where the Asset will reside.
Locating a New Asset Button
The New Asset Button can be found in multiple places:
1. From an Account record page: The 'Create New Asset' button appears in the top right-hand corner of the Account record page.
2. From a Restocking Address (Customer Site) record page: The 'Create New Asset' button appears in the top right-hand corner of the Restocking Address record page.
3. From the 'Add Assets to Service' component during a service: When selecting Assets to be serviced the option to create a 'New Asset' is available.
If an Asset is created using this button the option to charge for the Asset will be available. If an Asset is added during a Service but removed before the Service is completed then the record will be deleted.
4. From the 'Add on Products' tab during a service: When selling 'Add on Products' in a Service, the option to convert a newly sold product to an Asset is available.
This process has the same special options as using the 'New Asset' button in the 'Add Assets to Service' component.
Creating an Asset Step 1
The first step in creating an Asset is to select the Product, Kit Definition or Type of the Asset.
If the Asset is a product sold by St John, you should 'Select a Product'.
If the Asset is a custom kit put together for a customer, use the 'Select a Kit' - this will ensure that when restocking the Asset, the customisations are available in the item selector.
If the Asset isn't sold by St John as a product and isn't a custom kit, use the 'Select Asset Type' option, this will let St John track an Asset despite not having exact details for it.
If the Asset is being created during a Service, the 'Asset being sold in this service' option is available which if the Asset is a Product, will add the product as a line item to the Service.
Creating an Asset Step 2
The second step in creating an Asset is to fill in any additional pieces of information that may be required to track and understand the Asset.
All Assets will have the first section, some Asset types (such as AEDs as shown here) may have an additional section with special details.
If the 'Site' field is blank, select the Restocking Address (Customer Site) that this Asset belongs to.
Afterwards, add any remaining details as required.
Note: The 'Site Location' field is incredibly useful and should be filled when possible - this is the physical spot in Customer Site where the Asset resides, such as 'In the kitchenette' or 'On the wall in the lobby'.
You may also wish to set a 'Service Frequency', this will be used to help calculate the due date for an Asset which will show up on the Asset Calendar for an Account.
Once you have filled in all of the required details, select 'Submit' to create the Asset record.
Updating an Asset
An Asset can be updated directly from its record page, however it is most common to update an Asset during a Service when using the 'Complete Asset' button.
It's important that an Asset be completed when serviced as doing so allows St John to track when different parts of the Asset were serviced such as when an AED's pads were replaced.