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            Service Console Components in Automotive Cloud

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            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.

            Required Editions

            Available in: Enterprise, Unlimited, and Developer Editions.

            The preconfigured components in the console can be customized further as per your business needs. In addition, Service Excellence components can be configured individually and used with different standard apps.

            Here’s how different capabilities work in the Service Console for Automotive and as Service Excellence components.

            Capability Included in the Service Console for Automotive? Is it a Service Excellence component?
            Identity Verification

            YES

            The console comes with a Verify Caller Identity for Automotive flow.

            YES

            You can use the preconfigured Verify Caller Identity for Automotive flow, the preconfigured flow available with Industry Service Excellence, or create your own flow.

            Record Alerts

            YES

            The console comes with a Record Alerts component.

            YES

            You can add the Record Alerts component to other pages such as Vehicle and configure record alerts as per your business use.
            Timeline

            YES

            The console comes with a Timeline component that shows engagement interaction records related to a contact. You can create timelines that show other records for the console too.

            YES

            You can configure a timeline to show any records and add the Timeline component to any standard app page such as Vehicle.
            Audit Trail

            YES

            YES
            Actions & Recommendations

            YES

            The console comes with an Actions & Recommendations component. It lists and recommends flows.

            NO
            Action Launcher

            NO

            If you’ve configured Action Launcher for your org, you can manually add the Action Launcher component to the console page layout.

            YES

            You can add the Action Launcher component to any standard app. It lists Salesforce Flow, OmniScripts, and Quick actions.
            Knowledge

            YES

            The console comes with a Knowledge component.

            NO

            Knowledge is a standard platform capability.

            See Also

             
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