Definition
Installed Product is part of the broader Salesforce platform offering that provides specific tools or services for building and running applications. It contributes to the extensibility and flexibility that make Salesforce adaptable to diverse business needs.
Real-World Example
At their company, a platform engineer at NovaScale leverages Installed Product to enhance the organization's Salesforce footprint with additional functionality. By leveraging Installed Product, the team avoids building a custom solution from scratch, saving months of development time while gaining enterprise-grade features out of the box.
Why Installed Product Matters
Installed Product in Salesforce (sometimes called Asset in standard Salesforce terminology or Installed Product in industries like field service and manufacturing) represents a physical or digital product that has been delivered to and is actively in use by a customer. It links a Product2 record to an Account or Contact, capturing details like serial number, installation date, warranty status, and current condition. This object is the bridge between what was sold (Opportunity/Order line items) and what the customer actually has in operation, enabling service teams to know exactly what a customer owns when they call in with an issue. Without this data, service agents waste time asking customers to identify their products and configurations.
As organizations scale their service operations, Installed Product data becomes the foundation for proactive maintenance, warranty management, and upsell opportunities. Field service teams rely on installed product records to know what equipment is at a customer site before dispatching a technician, ensuring the right parts and expertise are sent. Companies that don't maintain accurate installed product records face costly consequences — technicians arrive with wrong parts, warranty claims are processed on out-of-warranty products, and renewal teams miss upsell opportunities because they don't know what the customer currently owns. In IoT-enabled scenarios, installed products can be connected to telemetry data that triggers preventive maintenance cases before failures occur.
How Organizations Use Installed Product
- NovaScale Industries — NovaScale tracks 45,000 installed products across 3,200 customer accounts, each with serial numbers, firmware versions, and warranty expiration dates. When a customer calls support, the agent sees all installed products on the account, selects the specific unit, and creates a case linked to that product's service history. This eliminated the 4-minute product identification step that previously started every service call.
- ClearView Medical Devices — ClearView uses Installed Product records integrated with Field Service Lightning to manage preventive maintenance schedules for 8,000 MRI machines installed at hospitals nationwide. Each installed product record tracks the last maintenance date and automatically creates a work order when the next service interval approaches. This proactive approach reduced emergency repair calls by 35% and extended average equipment lifespan by two years.
- Horizon Solar Energy — Horizon Solar tracks every solar panel installation as an Installed Product linked to the customer's Account, capturing panel model, installation date, inverter serial number, and roof orientation. When a customer reports reduced energy output, the service team accesses the installed product record to check the panel's age, warranty status, and historical performance data before dispatching a technician with the correct replacement parts.