Set Delivered Solution with Account after Sale
Add Delivered Solutions and Assign Support Commitment Policies
Overview
A Delivered Solution represents a product that has been sold and deployed to a customer account. After creating a delivered solution, you must assign a support commitment policy to define the scope and terms of support for that customer's installation.
Key Concept: Delivered solutions automatically include components from the related product definition, and support commitments are linked based on the installation date.
Phase 1: Access Delivered Solutions
Step 1. Navigate to the Service Assurance Hub application in Salesforce.
Step 2. Locate and click the 'Delivered Solution' tab to view existing solutions or create new ones.
Delivered Solution Tab Location
Phase 2: Create a New Delivered Solution - Basic Information
Start by providing basic information about the delivered solution:
| FieldDescription | |
| Name | Unique identifier (recommended: append customer name to solution name) |
| Account | Select the customer account that purchased this solution (mandatory) |
Basic Information: Name and Account Selection
Phase 3: Configure Product and Version Details
Define the product and version information:
| FieldDescription | |
| Product | Select the product that has been delivered to the customer |
| Version Number | Define a version specific to this customer installation (recommended: append customer name and version) |
| Description | Provide details about this delivered solution instance |
| Seller | Select your organization's account as the seller |
Product and Version Configuration
Phase 4: Set Status and Installation Date
Configure the status and timeline of the delivered solution:
| FieldDescription | |
| Status | Set to 'Installed' for SaaS solutions on Salesforce (commitments are based on installed date) |
| Installed Date | Date when the solution was deployed to the customer organization |
| Active | Check this box to activate the delivered solution |
Status Configuration
Installation Date and Active Status Configuration
Automatic Components: The system automatically includes delivered solution components from the related product definition. These do not require manual configuration.
Phase 5: Access the Assurance Policy Related List
After saving the delivered solution, scroll down to locate the 'Delivered Solution Assurance Policy' related list. This is where you will assign support commitments to the customer.
Delivered Solution Assurance Policy Related List
Phase 6: Assign a Support Commitment Policy
To link a support commitment to this delivered solution:
1. Click New on the Assurance Policy related list to create a new policy assignment.
2. Fill in the required fields:
| FieldDescription | |
| Support Commitment | Select the support commitment policy to assign (mandatory) |
| Commitment Start Date | Define when the commitment becomes active for this customer |
Assurance Policy Assignment Form
Important: The commitment start date should align with the delivered solution's installation date to ensure proper coverage.
Phase 7: Verify Commitment Policy Attachment
After saving the assurance policy, the support commitment is now attached to the customer's delivered solution in the system.
Assurance Policy Successfully Attached
Success Checkpoint: Your customer's delivered solution is now fully configured with an active support commitment policy. The system is ready to track support activities and service fulfillment.
Key Takeaways
- Delivered solutions represent products sold and deployed to customer accounts
- Product components are automatically included from the product definition
- Installation date is critical as it triggers support commitment start dates
- Status should be set to 'Installed' for SaaS solutions on Salesforce
- Support commitments must be assigned via the Assurance Policy related list
- Commitment start dates should align with solution installation dates
- The complete configuration enables accurate support tracking and service fulfillment