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Actionable Vehicle Telematics Workflow
Before you implement or use Actionable Event Orchestration, understand the end-to-end workflow and the key decisions involved in each step.
Required Editions
| Available in: Enterprise, Unlimited, and Developer Editions. |
Prepare the Org
Enable these features in Setup.
- Automotive
- Actionable Event Orchestration
- Event Orchestration Decision Table
- Context Definitions
Assign permission sets to user profiles. An event designer uses context definitions and expression sets or flows to design the orchestration processes, and the runtime user typically only needs read access on the different objects and fields.
| Who Needs It? | Permission Sets |
|---|---|
| Event Designer |
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| Runtime User |
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Though access varies based on the type of actions you create, make sure you give users at least Read access on objects such as cases, asset milestones, and record alerts.
Actionable Event Orchestration operates on the usage-based licensing model. Only the vehicles where Connected Services Active is marked as active are considered for orchestration. Make sure your org has the Actionable Vehicle Event Orchestration Limit usage-based entitlement. With this entitlement, you can run up to 300 orchestrations per month of usage type Automotive for connected vehicles, split equally between expression-set based and flow-based orchestrations.
Business Requirements
Vehicle telematics providers store a significant amount of data from the sensors of the vehicle and make it available to downstream systems such as Salesforce. Automotive original equipment manufacturers (OEMs) use a subset of this data in Automotive Cloud to process events and trigger actions such as creating cases, work orders, and record alerts. The actionable event orchestration framework helps users define rules and conditions and execute the actions based on event type.
When a new vehicle is onboarded with advanced telematics services enabled, OEMs register it as a connected vehicle and provide detailed information to the telematics provider, including the make, model, year, vehicle identification number, and detailed service schedules. The telematics provider collects telemetry data from the vehicle periodically from various sensors in the vehicle. The telematics provider compares the real-time data with the service specifications of the vehicle as provided by the OEM, and generates critical events when there are discrepancies.
For example, a vehicle requires service every 5,000 miles, and the OEM wants to alert the user about the impending service every 4,500 miles. The odometer value derived from the vehicle sensors is compared with the service specification at regular intervals by the maintenance alert service in the telematics system. The maintenance alert service uses the distance thresholds to generate and publish maintenance events whenever a vehicle completes 4,500 miles over the latest odometer reading.
Salesforce Automotive Cloud subscribes to the maintenance alert events and acts upon these events. When a maintenance alert is received, the orchestration framework can evaluate whether the vehicle is already serviced. If the vehicle isn’t serviced, an alert or notification is created on the Vehicle record page. Service agents can notify the driver based on the automatically generated alert.
Extend and Customize the Records
Answer these questions and plan your implementation of Actionable Event Orchestration.
| Question | What You Need To Know |
|---|---|
| Who is the telematics provider and what type of data can they share with you about vehicle events? | Bring in data from Qualcomm Car-to-Cloud or other similar telematics providers. Vehicle Connected Services comes with predefined configurations that help you easily integrate with Qualcomm Car To Cloud but you can also bring in data from other providers. Make sure you at least get details such as the Vehicle Identification Number, Event Type, Event Fault Code, and Asset Unique Identifier from the provider. |
| What is the integration service you’re using to connect Salesforce and the external telematics system? | You can use MuleSoft to easily integrate telematics systems with Automotive Cloud. Vehicle Connected Services comes with predefined configurations that help you easily integrate using MuleSoft but you can easily extend the configuration by customizing the Mulesoft templates. |
| What type of events do you want to act on? | Decide which diagnostic codes you want to act on. Typically, you only act on critical events that require immediate attention or investigation. Create event types, subtypes, and categories to easily differentiate the events. |
| How are you processing the actions for the events? | Use either expression sets or Salesforce Flows to execute the orchestration. For simple record creation or updation, use expression sets and for nuanced actions, use flows. |
| How do you want to bring in the events into Salesforce? | Use either the platform event framework or the business API to trigger inbound events. |
| What are the event details that you want to use as either input or output variables in the orchestration procedure? | Extend the predefined context definitions or create your own context definitions based on the type of event data and details shared by the telematics provider. |
| How are you matching event types to the relevant orchestration procedure? | Extend the Filter and Match Actionable Event Orchestrations decision table to add input or output parameters as per your requirements. |
| Do you need orchestrations for similar use cases with minor customizations? | Create actionable event orchestration template records along with related configurations such as flows or expression set templates, context definitions, and mappings, and help users clone the templates to create multiple orchestrations. |
