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            Deploy Automotive Warranty Claims Assistance for Partners to Experience Cloud Site

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            Deploy Automotive Warranty Claims Assistance for Partners to Experience Cloud Site

            Make your Automotive Warranty Claims Assistance for Partners agent available to customers directly on your Experience Cloud site. Configure chat and routing settings to handle incoming inquiries, and use a deployment to embed the messaging experience for your customers.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Agentforce for Automotive add-on or included in Agentforce 1 Automotive Edition. Requires each user to have the Agentforce for Automotive add-on to access the action.
            User Permissions Needed
            To create and edit a flow: Manage Flow permission
            To customize an Experience Cloud site:

            Be a member of the site AND Create and Set Up Experiences

            OR

            Be a member of the site AND View Setup and Configuration AND be an experience admin, publisher, or builder in that site

            Prerequisites:

            1. Enable Messaging Settings.
              1. From Setup, in the Quick Find box, enter Messaging, and select Messaging Settings.
              2. Turn on Messaging.
            2. Create Routing Configurations for Your Queues
              1. From Setup in Salesforce Classic, enter Routing in the Quick Find box, select Routing Configurations, then click New.
              2. Specify the settings for your routing configuration as follows and save your changes.
              Field Value
              Routing Configuration Name messagingRoutingConfig
              Developer Name messagingRoutingConfig
              Routing Priority 1
              Routing Model Most Available
              Capacity Type Inherited
              Units of Capacity 5
            3. Create a queue.
              1. From Setup in Salesforce Classic, enter Queues in the Quick Find box, select Queues, then click New.
              2. Specify the settings for your queue as follows and save your changes.
              Field Value
              Label Messaging Queue
              Queue Name Messaging_Queue
              Send Email to Members False
              Routing Configuration messagingRoutingConfig
              Selected Objects Messaging Session
              Selected Members Admin User
            4. Create a presence status.
              1. From Setup in Salesforce Classic, enter Presence in the Quick Find box, select Presence Statuses, then click New.
              2. Enter Label and Developer Name as Available.
              3. For Status Options, select Online.
              4. Move Messaging from Available Channels to Selected Channels.
              5. Click Save.
            5. Create a Presence Status permission set.
              1. From Setup in Salesforce Classic, enter Permission in the Quick Find box, select Permission Sets, then click New.
              2. For Label and API Name, enter MIAWPermSet.
              3. For Description, enter This permission set grants access to messaging and the Available Messaging Status.
              4. Save your changes.
              5. Under Apps, click on Service Presence Statuses Access.
              6. Click Edit.
              7. Move Available to Enabled Service Presence Statuses.
              8. Save your changes.
              9. Click Manage Assignments.
              10. Click on Add Assignments.
              11. Select Admin User.
              12. Save your changes.
              13. Click Done
            6. Create a presence configuration.
              1. From Setup in Salesforce Classic, enter Presence in the Quick Find box, select Presence Configurations, then click New.
              2. For Presence Configuration Name, enter Messaging Presence Configuration.
              3. For Capacity, enter 20.
              4. Click Save.
            7. Create a flow for routing to agent and add resources.
              1. From Setup, enter Flow in the Quick Find box, select Flows, then click New Flow.
              2. Select Start From Scratch.
              3. Click Next.
              4. Select Omni-Channel Flow and click Create.
              5. From the Toolbox menu, click New Resource.
              6. From the Resources panel, click New Resource and add the following variables.
              Resource Type Variable
              API Name recordId
              Description The recordId is used to assign a messaging session to an Agent.
              Data Type Text
              Available for input Checked
              Available for output Unchecked
              Resource Type Variable
              API Name input_record
              Description Messaging session record assigned to an Agent
              Data Type Record, Object: Messaging Session
              Available for input Checked
              Available for output Unchecked
              Resource Type Variable
              API Name userId
              Description To store the user id of the current logged in user
              Data Type Text
              Available for input Unchecked
              Available for output Unchecked
              Resource Type Variable
              API Name contact
              Description To store the contact of the current logged in user
              Data Type Record, Object: Contact
              Available for input Unchecked
              Available for output Unchecked
              Resource Type Variable
              API Name frmUserId
              Description Formula to extract user id
              Data Type Text
              Formula

              RIGHT({!input_record.MessagingEndUser.MessagingPlatformKey}, LEN({!input_record.MessagingEndUser.MessagingPlatformKey}) - FIND("uid:", {!input_record.MessagingEndUser.MessagingPlatformKey}) - 3)
            8. Add elements to the flow for routing to agent.
              1. In the flow setup from the previous step, click the plus icon and add elements as follows, before you save and activate your flow.
                Make sure to keep your flow label as Route to Agent.
              Element Type Get Records
              Label Load MU
              Configuration Details
              • Salesforce Object: MessagingEndUser
              • Filter: Messaging User ID Equals input_record.MessagingEndUserId
              Element Type Decision
              Label Is there a contact on MEU?
              Configuration Details
              • Outcome "Yes" (Do Nothing): input_record.MessagingEndUser.ContactId Is Null False.
              • Default Outcome: Proceed with below
              Element Type Assignment

              Add it at the start of Default Outcome branch of Is there a contact on MEU?
              Label Set userId
              Configuration Details
              • Action: Set userId Equals frmUserId.
              Element Type Decision
              Label Is there a user id
              Configuration Details
              • Outcome "Yes_User": userId Is Null False.
              • Default outcome: Do nothing
              Element Type Get Records

              Add it at the start of the Yes_User branch of Is there a user id
              Label Get User
              Configuration Details
              • Object: User
              • Filter: Id Equals userId.
              Element Type Get Records
              Label Get Contact for User
              Configuration Details
              • Salesforce Object: Contact
              • Filter: Contact Id Equals Get_User.ContactId
              • Store: Id, Name, AccountId.
              Element Type Assignment
              Label Assign User Contact to MEW
              Configuration Details

              Actions:

              • Load_MU.ContactId = contact.Id
              • Load_MU.Name = contact.Name
              • Load_MU.AccountId = contact.AccountId.
              Element Type Update Records

              Add it to the end of Yes_User branch of Is there a user id and to the end of Default Outcome branch of Is there a contact on MEU?
              Label Update MEU Info
              Configuration Details

              Action:

              • Select : Use the IDs and all field values from a record or record collection
              • Record or Record Collection: Load_MU.
              Element Type Route Work
              Label Route to Auto Agent
              Configuration Details
              • How Many Work Records to Route? : Single
              • Record ID Variable: recordId
              • Service Channel: Messaging
              • Route To: Agentforce Service Agent
              • Agentforce Service Agent: <Name of the Service Agent>
              • Fallback Queue : Select Queue
              • Fallback Queue Id: Messaging Queue
            9. Create an Experience Cloud site.
              1. In the Setup Quick Find, search for Digital Experiences, and under Digital Experiences, select Settings.
              2. Select Enable Digital Experiences.
              3. Save Your Experience Cloud site’s domain.
                For Example, orgfarm-xxxxxxxxxx.test1.my.pc-rnd.site.com
              4. Click Save.
            10. Create a messaging channel.
              1. In the Setup Quick Find, search for Messaging, and select Messaging Settings.
              2. Select New Channel and click Start.
              3. Select Enhanced Chat.
              4. For Channel Name, enter Agent Channel.
              5. For Deployment Type, select Web.
              6. For Domain, add the site domain you saved in the previous step.
              7. Click Next.
              8. For Routing Type, select Omni-Flow.
              9. For Flow Definition, enter Route to Agent.
              10. For Fallback Queue, enter Messaging Queue.
              11. Save your changes.
              12. Accept the Terms and Conditions.
              13. Select Add User Verification.
            11. Publish an embedded service deployment.
              Create an Embedded Service deployment that can be used to distribute your agent.
              1. In the Setup Quick Find, search for and select Embedded Service Deployments.
              2. Select Agent_Channel.
              3. Click Publish.
            12. Add the agent to your Experience Cloud site.
              1. Create an Experience Cloud Site.
              2. From the Experience Builder Components list, select the Embedded Messaging component and drag it onto the footer of the Experience Builder.
              3. On the page, click to highlight the Embedded Messaging component.
              4. Make sure the Embedded Service Deployment, for example, Agent_Channel, is selected.
              5. Go to Settings on Builder.
              6. Select Security and Privacy.
              7. Change the security level to Relaxed CSP.
              8. Publish your site.
              9. In the property editor, select Add credential-based user verification.
             
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