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            Set Up the Service Console for Automotive Cloud

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            Set Up the Service Console for Automotive Cloud

            Customer service representatives can use Service Console for Automotive to get a holistic picture of customers and their activities, effectively address customer requests, and earn their trust. Refine each step of the service journey to perfection with Service Excellence components: Identity Verification, Timeline, Record Alerts, Action Launcher, and Audit Trail.

            Required Editions

            Available in: Enterprise, Unlimited, and Developer Editions.
            • Prerequisites for Service Console for Automotive
              Review these prerequisites and considerations to set up and use Service Console for Automotive.
            • Service Console Components in Automotive Cloud
              The Service Console for Automotive comes preconfigured with the following Service Excellence components: Identity Verification, Timeline, and Record Alerts. Service Excellence components help original equipment manufacturers (OEMs) and dealer groups fine-tune every aspect of the automotive service experience and help customer service representatives (CSRs) proactively resolve queries. Service Excellence components can also be used outside the console such as a timeline on Vehicle page.
            • Protect Information of Automotive Customers and Dealers With Audit Trail
              Use Audit Trail to examine customer identity verifications logs, identify possible cases of identity fraud, and meet audit compliance standards. Customer identity verification records are created when a customer service representative uses an Identity Verification flow to verify a dealer or an end-customer. Use Audit Trail to inspect these records.
            • Verify the Identity of Your Automotive Customers and Dealers
              Use Identity Verification to protect the personally identifiable information (PII) and other sensitive information of dealers and end-customers and prevent the unauthorized use of such information. Customer service representatives can use Identity Verification flows to verify the identity of a customer or their authorized representative with preset verification questions. You can choose which details a person must provide to prove their identity, such as social security number, birth date, email, or phone number.
            • Track Activities of Automotive Customers and Dealers on a Timeline
              Customer service representatives (CSRs) can view the activities related to a dealer or end customer, consolidated on a chronological, intuitive, and visual timeline. For example, when a customer enquires about an old case, the CSR can check the previous cases related to the customer on a timeline and understand the customer’s query better.
            • Resolve Automotive Customer and Dealer Requests With Action Launcher
              Customer service representatives can use Action Launcher to find and launch the relevant service actions. Execute actions to resolve dealer and end-customer requests, such as requests to book test drive, provide roadside assistance, and schedule a service appointment. You can configure actions using Salesforce Flow, OmniScripts, or quick actions as per your business use.
            • Stay on Top of Changes Related to Your Automotive Records
              Record Alerts help customer service representatives (CSRs) view actionable, relevant alerts for changes to the records of dealers and end-customers. For example, get alerts regarding the expiration of an engine insurance, an upcoming service appointment, a pending periodic maintenance, and more.
             
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