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            Recall Inquiry

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            3. Automotive Cloud

            Recall Inquiry

            Check an asset's recall status and assist customers in locating authorized dealers for the next steps of service. View the list of assets with an open recall for an account. Select a product service campaign and a relevant preferred partner. A case is created post submission of the service process request and automatically fulfilled. An email is sent to the account with details of the authorized dealer that the customer can get in touch with to proceed with recall execution.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Unlimited, and Developer Editions.

            Permissions and Features

            1. Enable these features.
              • Setup> Feature Settings> Asset Service Lifecycle Management Settings> Enable Asset Service Lifecycle Management> Product Service Campaign Management
              • Setup> Feature Settings> Automotive (For enabling this feature in the Automotive Cloud)
            2. Assign these permission sets to users.
              • Automotive Foundation User or Manufacturing psl
              • Product Service Campaign
              • Industry Service Excellence
              • Unified Catalog Admin
              • Context Service Admin
              • Context Service Runtime

            Update Field Level Security

            1. In Setup, in the Quick Find box, enter Profiles, then click Profiles.
            2. Click on the relevant profile.
            3. In Field-Level Security, click View for the Case object.
            4. Click Edit.
            5. Select Read Access and Edit Access for the Asset field.
            6. Save your changes.
            7. Similarly, update the field-level security for the Business Hours and Case Source fields on the Case object, and the Is Recall Open field on the Asset object.

            Enable the Is Recall Open Field

            1. In Setup click Object Manager.
            2. In the search box, enter and select Asset.
            3. Click Page Layouts and select Asset Layout.
            4. In the Quick Find box, enter Is Recall Open.
            5. Drag the Is Recall Open field to the Information pane.
            6. Save your changes.

            Update the Header Image for your Service Process

            1. Optionally, in Setup, in the Quick Find box, search for Flows, and then click Flows.
            2. Open the Send Email for Service Process flow and click Save As New Version.
            3. Enter a flow label and API name.
            4. In the Toolbox panel, select the HeaderImageUrl variable.
            5. In the Value field, paste the link of the header image required for your org.
            6. Click Done.
            7. Save your changes.
            8. Activate the flow.

            Deploy the Unified Catalog Template for Recall Inquiry

            1. From App Launcher, search for and select Unified Catalog.
            2. Go to the Home tab.
            3. Click Templates.
            4. Search for and select Recall Inquiry.
            5. Click Install.
            6. In Unified Catalog, in the left panel, select Catalogs.
            7. In the top right corner of the Catalogs list view page, click New Catalog.
            8. Under Information, enter the catalog’s name and description.
            9. Enter other relevant details.
            10. Save your changes.
            11. Click New Category.
            12. Enter a name and other relevant details.
            13. Save your changes.
            14. Click Existing Products and Services.
            15. Select Recall Inquiry.
            16. Save your changes.
            17. Activate the service process template.

            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. From the Components tab, add Action Launcher to the record page.
            6. In the properties pane, in the Action Launcher Configuration, select Unified Catalog.
            7. For Service Catalog, select the catalog you created.
            8. Save and activate your changes.

            Additional Set Up for Standard Users

            1. Make sure Public Read only sharing settings are enabled for the Product2, Catalog, Product Configuration Flow, Product Configuration Flow Parameter, Product Component Group, Product Component Group Override, Product Related Component Override, and Product Configuration Section objects for a standard user using the service process.
            2. Enable administrative permission for a standard user to install the service process template.
              1. In Setup, from the quick find box, search for and select Profiles.
              2. Go to the Standard User profile and clone it.
              3. Click Edit on the cloned profile.
              4. Under the Administrative Permissions section, select Access to manage the template framework apps.
              5. Save your changes and assign this profile to the relevant user.
            3. Update the field-level security for the Business Hours on the Case object for your standard user.

            Submit a Recall Inquiry Request

            1. On the customer’s Account record page, in Action Launcher, select the action for recall inquiry.
            2. Select a contact.
            3. Click Next.
            4. Select an asset with an open recall.
            5. Click Next.
            6. Select a Product Service Campaign.
            7. Click Next.
            8. Select a Product Service Campaign Preferred Partner.
              The maximum number of Product Service Campaign Preferred Partners is limited to 500 by default.
            9. Click Next.
              A case is created for the service process request.
            10. Click Finish.

            Review the details of the service process on the case record page and track the case closure.

            Considerations

            • The number of Product Service Campaign Preferred Partner records per campaign should be limited to 500 records for optimized performance.
            • The number of Product Service Campaign Preferred Partner records should not exceed 2000 records as this will lead to session timeout issues.
            • The out-of-the-box service process flow is sorted in the ascending order for the Rank field.
             
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