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            Payment Deferral

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            1. Salesforce Help
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            3. Automotive Cloud

            Payment Deferral

            Defer recurring loan or lease payments on behalf of customers by creating a service process request using Unified Catalog. Capture the new terms for loan or lease payments and check a customer’s eligibility for the deferral request. If eligible, create and track a case for the request.

            Required Editions

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

            Before you enable the features as an admin, make sure you have the Automotive Foundation User permission set and Vehicle and Asset Finance Foundation permission set assigned to yourself and you have the System Administrator profile.

            Enable Features and Assign Permissions to Users

            1. Enable these features.
              • Setup> Feature Settings> Automotive
              • Setup> Feature Settings> Manufacturing> Vehicle and Asset Finance
            2. Assign these permission sets to users.
              • Automotive Foundation User
              • Industry Service Excellence
              • Omnistudio Admin
              • Unified Catalog Admin
              • Vehicle and Asset Finance Foundation

            Prepare your PDF Document

            Upload a PDF document for notifying customers of the updated details of their payment deferral request before enrollment.
            1. From your profile icon, click Switch to Salesforce Classic.
            2. Click the + icon.
            3. Select Documents.
            4. Click Create New Folder.
            5. Enter a label, and keep it accessible by all users.
            6. Click Save.
            7. Click New Document.
            8. Enter your document details and upload your file.
              Do not keep '.pdf' in the document name.
            9. Click Save.
              Refer to an example document below.
            Example
            Example The customer receives an email with a PDF attachment which allows them to confirm specific details such as the financial account number and new due date after deferral, as required. After their confirmation that they have understood and agreed to the terms, the process can continue to fulfillment. The sample text for the PDF can be as follows.

            Dear Customer,

            This is to confirm your eligibility for a Payment Deferral, to provide support during your current financial situation.

            This agreement will allow you to temporarily pause your payments. Please carefully review the specific terms of your deferral below:

            Details Values
            Financial Account Number 2507XXXXX
            Deferred Payments Count 2
            New Due Date after Deferral 10-06-2026
            Interest Accrued During Deferral 2500
            Deferral Eligibility Expiry Date 10-10-2026

            Once we receive your acceptance, our team will process your enrollment.

            Thank you

            Customer Support Team

            By signing below, I confirm that I have read, understood, and agree to the terms of this Payment Deferral Agreement.

            Customer Signature: ________

            Printed Name: ________

            Date: ________

            Install the Service Process Template

            Install and deploy the Unified Catalog template for Payment Deferral.

            1. From App Launcher, search and select Unified Catalog.
            2. Go to the Home tab.
            3. Click Templates.
            4. Search for and select Payment Deferral.
            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

            Enable the OmniStudio Metadata setting. For more information, see Enable OmniStudio Metadata API Support.

            Update the AssetFinancePaymentDeferral Omniscript with the product ID of your service process as well as your document's details.

            1. From the App Launcher, search for and select Omniscripts.
            2. Select AssetFinancePaymentDeferral.
            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. Update your PDF document's details.
              1. In the PDF action step, open the PDF Action Properties panel.
              2. In the Document field, select the name of the document uploaded in the Prepare your PDF Document task.
              3. In the Send Transformations section, from the Pre-Transform Data Mapper Interface step, open the AssetFinancePaymentDeferralPdfMapper data mapper by clicking the link icon.
              4. Clone the data mapper.
              5. In Transforms, make sure the following mappings are created.
                This is corresponding to the attributes table as shown in the example document in the Prepare your PDF Document task.
              Account_Name txtCustomerName
              Masked_Financial_Account_Number txtFinancialAccountNumber
              Deferred_Payment_Counts txtDeferredPaymentsCount
              Next_Due_Date_After_Deferral txtNewDueDateAfterDeferral
              Interest_Accrued_During_Deferral txtInterestAccDuringDeferral
              Deferral_Eligibility_Expiry_Date txtDeferralEligibilityExpiryDate
            6. Add the new version of your data mapper in your Omniscript in the Pre-Transform Data Mapper Interface step.
            7. Save and activate your Omniscript version.

            Enable Integrations and Create Integration Definitions

            1. Connect to MuleSoft.
            2. Enable Integrations.
              1. In Setup, find and select MuleSoft Direct.
              2. On the Integrations Setup page, in the Available Assets area, from the list of available integrations, go to Auto Service Process and then click Enable.
              3. Enter a display name for the integration.
                A display name is how you want the enabled integration instance to be referenced in a Salesforce org.
              4. Enter the application name.
                Make sure that the app name is unique to your MuleSoft instance.
              5. Select the business group that you want to enable the integration for.
              6. Select the environment where you want to enable the integration.
              7. Select the deployment target where you want to deploy the integration.
              8. Click Next.
              9. Select None.
              10. Click Submit.

                After submission, it takes some time to create the integration for Auto Service Process. After the instance is created, copy the named credential.

            3. Create integration definitions for payment deferral eligibility and enrollment.
              1. From Setup, in the Quick Find box, enter Integration Definitions, and then select Integration Definitions.
              2. Click + New.
              3. Select Apex Defined as the integration definition type.
              4. For Name and Developer Name, enter AssetFinPymtTermModEligibility.
              5. Find and select the AutoFinSvcProc.AssetFinPymtTermModEligibility.apex Apex class.
              6. Enter the attribute name and attribute value for the named credential created in step 2.
              7. Save and activate the definition.
              8. Create a second integration definition with the above settings.
              9. Select Apex Defined as the integration definition type.
              10. For Name and Developer Name, enter AutoFinclSrvcsPymtDfrEnrl.
              11. Find and select the AutoFinSvcProc.AutoFinclSrvcsPymtDfrEnrlIntegPrvd Apex class.

            Update the Page Layouts with the Source System ID Field

            1. In Setup click Object Manager.
            2. In the search box, enter and select Financial Account.
            3. Click Page Layouts and select Financial Account Layout.
            4. In the Quick Find box, enter Source System ID.
            5. Drag the Source System ID field to the Information pane.
            6. Save your changes.
            7. From the App Launcher, select Finance Console for Automotive.
            8. From the Finance Console for Automotive app menu, click Financial Accounts.
            9. Select a Financial Account.
            10. Update the Source System ID field with your information.

            Configure Action Launcher

            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 a label and an 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 AssetFinancePaymentDeferral action.
            10. Click Next.
            11. In Select Frequently Used Actions, add the Action API Name AssetFinancePaymentDeferral Omniscript.
            12. Save your changes.

            Enable Person Accounts and Set Up Required Records

            1. Enable person accounts.
            2. Set up Financial Accounts, Financial Account Parties, Financial Account Party Financial Assets, Asset and Vehicle titles, and vehicle definition records.
              Make sure the financial account records have values for the Payment Due Date, Amount Due, Amount Past Due, and Maturity Date fields. Set the fields Association Type as Collateral and Role as Owner.

            Update Flows

            1. Update the Send Email On Payment Terms Modification flow.
              1. In Setup, in the Quick Find box, search for Flows, and then click Flows.
              2. Open the Send Email On Payment Terms Modification flow and click Save As New Flow.
              3. Enter a flow label and API name.
              4. In the Toolbox panel, select the HeaderImageUrl constant.
              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.
            2. Update the Process Payment Terms Modification Request flow orchestration.
              1. In Setup, in the Quick Find box, search for Flows, and then click Flows.
              2. Open Process Payment Terms Modification Request.
              3. In the Start element, click Edit.
              4. In the Formula field, enter {!$Record.Product.Id}='{{<>}}'.
                Paste the copied ID of the Product2 record from the URL in the Install the Service Process Template task within the <> in the formula.
              5. In the Start element, click Edit.
              6. In the Formula field, enter {!$Record.SvcCatalogItemDefinition.DeveloperName}='PaymentDeferral' || {!$Record.Product.Id} = '<>'.
                Paste the copied ID of the Product2 record from the URL in the Install the Service Process Template task within the <> in the formula.
              7. Open the Send Email On Payment Terms Modification step of the Process Payment Terms Modification stage.
              8. For the Action field, enter the updated flow from step 1.
                After adding the new flow, reselect the values of the fields isAttachmentNeeded, serviceCatalogItemDefinitionName, and serviceCatalogRequestId as they originally appeared.
              9. Open the Update Case Related to Service Catalog Request step of the Process Payment Terms Modification Case stage.
              10. For the accountEmail field, enter the updated value of the accountEmail output from your cloned flow added in step 1.
                Similarly, update the caseId and the emailSubjectCaseClosed steps.
              11. Save your changes.
              12. Activate the flow orchestrator.

            Add Components to Record Pages

            1. 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 Deployment, select Unified Catalog.
              7. Save and activate your changes.
            2. 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. On the Components tab, add ECM Service Catalogue Attributes to the record page.
              6. Save your changes.

            Activate the Service Process Template

            Activate the Unified Catalog template for Payment Deferral installed above.

            1. From App Launcher, search for and select Unified Catalog.
            2. From the navigation menu, select Products.
            3. Open Payment Deferral.
            4. Click Next until you reach the Intake Form tab, and attach the cloned AssetFinancePaymentDeferral Omniscript.
            5. Click Next and attach the cloned flow orchestrator in the Fulfillment Flow tab.
            6. Save your changes.
            7. Click Activate.

            Submit a Payment Deferral Request

            1. On the customer’s Person Account record page, in Action Launcher, select the action for payment deferral.
            2. Select a financial account.
            3. Select a deferral reason.
            4. After the eligibility check is successful, click on the confirmation check-box, and click Next.
              A case is created in Salesforce for the submitted request.
            5. Go to the case record page by using the reference number and review the attribute details of the request in the service catalog attributes tab.
              After the enrollment is successful, the case will be closed automatically.
             
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