Goodwill Repair

Permissions and Features

1. Enable these features.
   • Setup> Feature Settings> Automotive
   • Setup> Feature Settings> Manufacturing> Warranty Lifecycle Management
   • Setup> Feature Settings> Omnistudio Settings> Omnistudio Metadata
2. Assign these permission sets to users.
   • Automotive Foundation User
   • Claim Management Foundation
   • Industry Service Excellence
   • Omnistudio Admin
   • Omnistudio User
   • Unified Catalog Admin
   • Warranty Lifecycle Management Psl

Install the Service Process Template

1. From App Launcher, search and select Unified Catalog.
2. Go to the Home tab.
3. Click Templates.
4. Search for and select Goodwill Repair.
5. Install the template.
   A Product2 record is created. Copy the ID of the Product2 record from the URL. For example, 01tLT00000Avq2XYAR.

Update the Intake Omniscript

1. From the App Launcher, search for and select Omniscripts.
2. Select AssetManagementGoodwillRepair.
3. Click New Version.
4. Update the product ID of your service process.
   1. In the first Set Values component, click Add Element Value.
   2. For Element Name, enter ProductId.
   3. For Value, paste the copied Product2 ID from the Install the Service Process Template task.
5. Save and activate your Omniscript version.

Update Flow Orchestrator

1. In Setup, in the Quick Find box, search for Flows, and then click Flows.
2. Open the Process Goodwill Repair flow orchestrator and click Save As New Orchestration.
3. Add new details and save your changes.
4. In the Start element, click Edit.
5. In the Formula field, enter the formula, {!$Record.SvcCatalogItemDefinition.DeveloperName}='GoodwillRepair' || {!$Record.Product.Id}=’<>’
   Paste the copied ID of the Product2 record from the URL in the Install the Service Process Template task in place of the <> in the formula. For example, {!$Record.SvcCatalogItemDefinition.DeveloperName}='GoodwillRepair' || {!$Record.Product.Id}='01tLT00000B9iUvYAJ'
6. Save your changes.
7. Activate the flow orchestrator.

Activate the Service Process Template

1. From App Launcher, search for and select Unified Catalog.
2. From the navigation menu, select Service Processes.
3. Open Goodwill Repair.
4. Save your changes.
5. Click Activate.

Configure Action Launcher

1. Create an Action Launcher Deployment.
   1. From Setup, in the Quick Find box, enter Action Launcher, and then select Deployments.
      If you can't see Action Launcher, contact your Salesforce admin to get the Industries Service Excellence permission set.
   2. Click New Deployment.
   3. Click Next.
   4. Enter Unified Catalog as the label and API name for the deployment.
   5. In Guidance to Show, select Omniscripts.
   6. Click Next.
   7. Move Account from Available Objects to Selected Objects.
   8. Click Next.
   9. In Select actions to add, select the AssetManagementGoodwillRepair action.
   10. Click Next.
   11. In Select Frequently Used Actions, add the Action API Name AssetManagementGoodwillRepair Omniscript.
   12. Save your changes.
2. Add the Action Launcher component to the Account Page.
   1. In Setup, click Object Manager.
   2. In the Quick Find box, enter Account, and then select Account.
   3. Click Lightning Record Pages and select Account Record Page.
   4. Click Edit.
   5. On the Components tab, add Action Launcher to the record page.
   6. In the properties pane, in the Action Launcher Configuration, select Unified Catalog.
   7. Save and activate your changes.

Add Components to Record Pages

1. Add the ECM Service Catalogue Attributes component to the Case Page.
   1. In Setup, click Object Manager.
   2. In the Quick Find box, enter Case, and then select Case.
   3. Click Lightning Record Pages and select Case Record Page.
   4. Click Edit.
   5. From the Components tab, drag and drop a tab onto the record page.
   6. From the Components tab, drag and drop the ECM Service Catalogue Attributes component on the tab.
   7. Save your changes.
2. Add the Orchestration Work Guide component to the Case Page.
   1. In Setup, click Object Manager.
   2. In the Quick Find box, enter Case, and then select Case.
   3. Click Lightning Record Pages and select Case Record Page.
   4. Click Edit.
   5. From the Components tab, drag and drop the Orchestration Work Guide component on the right page on the record page.
   6. Save your changes.
3. Add related lists for past work orders and claims to the Case Page.
   1. In Setup, click Object Manager.
   2. In the Quick Find box, enter Case, and then select Case.
   3. Click Lightning Record Pages and select Case Record Page.
   4. Click Edit.
   5. On the tabs component, click Add Tab.
   6. For Tab Label, select Custom, and for Custom Label, enter Work Orders.
   7. From the Components tab, drag and drop the Dynamic Related List - Single component to the tab.
   8. For Parent Record, select Account Name.
   9. For Related List, search for and select Work Orders.
   10. Select the related list fields as per requirements.
   11. Repeat these steps for the Claims related list, name the tab Past Claims, and select Claims for the Related List field on the Dynamic Related List - Single component.
   12. Save and activate your changes.

Set Up an Approval Process

Set Up Required Records

1. Enable person accounts.
   Make sure the person account records have values for the Name, Type, Email, and Phone fields.
2. Set up asset records.
   Make sure the asset records have values for the Asset Name, Purchase Date, Manufacture Date, Status, and Serial Number fields. The customer account information should be referenced in the asset records by making sure the Account ID field is populated.
3. Optionally, set up vehicle and vehicle definition records.
   The customer account and asset should be referenced in the vehicle records by making sure the Account ID and Asset ID fields are populated.
4. Set up work orders from the related lists of the assets.
   Make sure at least one work order is present in open status, that is New or In Progress. The list of work orders is filtered to show results from the six months preceding the current date.
5. Set up work order line items from the related lists of the work orders.
   Make sure there’s a valid open work order with valid work order line items, as the contribution percentage is captured against these line items for the service process.
6. Set up asset warranty records for the assets and work orders.
   Make sure to associate the asset warranties with the corresponding asset IDs. The list of asset warranties is filtered to show results with dates ranging from one month to three years from the current date.
7. Set up products for work order line item records.
8. Set up product records for vehicles.

Raise a Goodwill Repair Request

1. On the customer’s Account record page, in Action Launcher, select the action for Goodwill Repair.
2. Select an asset or a vehicle.
3. Click Next.
4. Review the warranty coverage details.
   You can search for different asset warranties by using attributes, such as the Warranty Type, Days Out of Warranty, Status, Asset Warranty Number, Start Date, and End Date.
5. Click Next.
6. Select an open work order for the selected asset or vehicle.
   Make sure there are open work orders for the select asset or vehicle.
7. Optionally, add any comments to be addressed.
   Dealer reps or reps at Original Equipment Manufacturers can add in their comments before raising a goodwill claim.
8. Click Submit.
   A case is created for the service process request. Review the details of the service process on the case record page, such as the Unified Catalog attributes, Past Work Orders, and Past Claims for the customer account.

Review and Submit a Goodwill Repair Request

1. Go to the created case record page and on the Orchestration Work Guide, click Start.
2. Select the work order line items applicable for goodwill.
3. Enter the Dealer and Original Equipment Manufacturer (OEM) contribution percentages against each selected work order line item, as relevant.
   The combined contribution percentage must not exceed 100%, as the customer contribution is implicit and accounts for the remaining share.
4. Confirm your changes.
5. Click Next.
6. Enter a reason for the goodwill contribution.
7. Add a summary, if required.
8. Click Next.
9. Confirm and finish the work item.
   After the submission is successful, a claim is submitted and the total claimed amount and payment detail records are updated automatically. Corresponding claim item, claim coverage, and claim coverage payment detail records are also created. An email is sent to the customer with the confirmation of a claim raised and the case is closed.

Example

A customer brings their Neo Engine S95 asset to Dream Dallas Dealers for a repair request. The dealer raises a Goodwill Repair request on behalf of the customer, as the asset's warranty coverage does not fully address the repair costs.

The dealer creates a work order for the repair with the following five work order line items:

• Engine oil seal replacement
• Cylinder head gasket repair
• Fuel injector cleaning
• Coolant pump replacement
• Air filter replacement

After initiating the goodwill repair service process from Action Launcher, the dealer selects three of the five line items, Engine oil seal replacement, Cylinder head gasket repair, and Coolant pump replacement, as eligible for goodwill consideration and submits the request along with supporting comments.

A case is created and routed to the Warranty Administrator at Neo Motors.

The Warranty Administrator reviews the customer's claim history and past work orders, and determines the contributions for each selected line item as follows:

Work Order Line Item	Dealer Contribution	OEM Contribution
Engine oil seal replacement	40%	50%
Cylinder head gasket repair	30%	60%
Coolant pump replacement	50%	30%

On submission, the system generates the following records for the goodwill request:

• 1 Claim record against the work order.
• 1 Claim Item that consolidates the goodwill request.
• 3 Claim Coverage records, one for each selected line item, capturing the Dealer and OEM contribution percentages.
• 3 Claim Coverage Payment Detail records, capturing the payment breakdown for each contribution.

This enables Neo Motors to extend goodwill support to the customer in a structured manner, while maintaining clear governance over the dealer and OEM contribution shares for each repair line item.