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            Set Up Transaction Dispute Service Process for External Users

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            Set Up Transaction Dispute Service Process for External Users

            Set up the Transaction Dispute service process for the customer community plus users. Create a user profile, assign the required permissions and set up the Experience Cloud site.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Unlimited, and Developer Editions.
            User Permissions Needed
            To create user profiles: Manage External Users, and Manage Profiles and Permission Sets

            Make sure you have the Customer Community Plus license for Experience Cloud added to your org.

            Create a User Profile

            1. From Setup, enter Profiles in the Quick Find box, then select Profiles.
            2. Clone the Customer Community Plus User profile.
            3. Enter a name and save your changes.
            4. Under General User Permissions, assign these permissions.
              • Run Decision Matrices
              • Run Expression Sets
              • Run Decision Tables
              • Run Flows
            5. Under Standard Object Permissions, give Read, Create, and Edit access for these objects.
              • Case
              • Decision Matrices
              • Documents
              • Document Checklist Items
              • Service Catalog Requests
              • Service Catalog Request Related Items
              • Received Documents
              • Received Document Types
            6. Save your changes.

            Clone the Vehicle and Asset Finance Foundation for Experience Cloud Permission Set

            1. From Setup, search for and select Permission Sets.
            2. Select Vehicle and Asset Finance Foundation for Experience Cloud.
            3. Go to Object Settings.
            4. Select Dispute and click Edit.
            5. Provide Edit access to all the fields.
            6. Save your changes.
            7. Similarly, provide Edit access to all the fields in the Dispute Item object.

            Create a Customer

            1. From Action Launcher, search for and select Accounts.
            2. Select a Person Account record that you want to enable as a customer user.
            3. From the dropdown, select Enable Customer User.
            4. On the New User page in Setup, for Profile, select the cloned profile created in the Create a User Profile task.
            5. Under Permission Set Assignments, click Edit Assignments and assign these permission sets to the user.
              • Automotive foundation For Experience Cloud
              • Document Checklist
              • Industry Service Excellence
              • Omnistudio Experience Cloud User
              • Omnistudio User
              • Unified Catalog Community User
              • The cloned Vehicle and Asset Finance Foundation for Experience Cloud permission set
            6. In Setup, search for and select Sharing Settings.
              1. Click Edit.
              2. Enable Sharing of these entities in such a way that the community user is able to access the records created during the case creation process.

                See Sharing Rules.

                • Case
                • Documents
                • Document Checklist Items
                • Service Catalog Requests
                • Received Documents
                • Received Document Types
              3. Enable Sharing of these entities in such a way that the community user is able to access appropriate records.

                See Sharing Rules.

                • Account
                • Contact
                • Decision Matrices
                • Financial Account Transaction
                • Financial Account
                • Product2
                • Omni Assessment Task
                • Omni Component Error Log
                • Omni DataPack
                • Omni Data Transformation
                • Omni Electronic Signature Template
                • Omni Global Auto Number
                • Omni Process
                • Omni Process Assessment Question Version
                • Omni Process Omni Assessment Task
                • Omni Process Transient Data
                • OmniScript Saved Session
                • Omni UI Card
            7. Save your changes.

            Create an Experience Cloud Site

            1. Create a Digital experience site and assign the customer user profile as a member.
            2. Add the Orchestration Work Guide component to the Case page.
              1. Open a Case record page.
              2. From Setup, click Edit Page.
              3. Drag and drop the Orchestration Work Guide component from the Components panel.
              4. Save and activate your changes.
            3. Set up a sharing set for Service Catalog Request records.
              1. From Setup, in the Quick Find box, enter Digital Experiences, and then select Settings.
              2. In the Sharing Sets related list, click New.
              3. Enter a label for the sharing set.
              4. In the Select Profiles section, select your cloned community user profile and click Add.
              5. Under Select Objects, select Service Catalog Request, and then click Add.
              6. In the Configure Access section, configure access for the selected profile and object.
              7. Next to Service Catalog Request, click Set Up.
              8. For User, select Account, for Target Service Catalog Request, select Case.Account, and for Access Level, select Read Only.
              9. Click Update.
              10. Save your changes.
            4. Configure the Service Requests component to let your portal users view and track their existing service requests.
              1. From Setup, in the Quick Find box, enter Digital Experiences, and then select All Sites.
              2. Next to your Experience Cloud portal, click Builder.
              3. Drag and drop the Service Requests component from the Components panel onto your page.
              4. In the Service Requests dialog, for URL Path Name, enter the URL name that you entered when configuring your Client Portal.
              5. Preview and publish your changes.
             
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