Set Up Appointment Scheduling in Automotive Cloud

Set up Salesforce Scheduler features in Automotive Cloud and use the predefined OmniScript-based scheduling flows to help users create test drive and vehicle service appointments. Territory managers can create service territories, work types and work type groups, service resources, and vehicles and assets that are used in the appointment scheduling flows. You can also customize the predefined OmniStudio components available in Automotive Cloud so that the appointment scheduling flows meet your business requirements.

Note You can extend the capabilities of Salesforce Scheduler beyond the predefined appointment scheduling flows in Automotive Cloud. Make sure you review the available resources for Salesforce Scheduler before you implement additional configurations and capabilities of Salesforce Scheduler for your company as per your requirements.

• Create Custom Permission Sets for Automotive Scheduler
  Create a custom permission set for service technicians and service agents so that they can be selected as service resources for an appointment. Create another custom permission set for external users to provide access to OmniScripts, DataRaptors, and FlexCards so that they can schedule appointments from an Experience Cloud site.
• Assign Object Permissions for Automotive Scheduler Users
  Assign permissions to your internal users, partners, and customers so that they can schedule appointments for test drives and vehicle services. You must also set up the required level of access for specific objects so that users can work on appointments.
• Access the Salesforce Scheduler Setup Assistant in Automotive Cloud
  Get up and running with all necessary setup and prework for scheduling appointments with the Salesforce Scheduler Setup App. The Salesforce Scheduler Setup app includes a Setup Assistant tool that you can use to perform key setup tasks. The guided flow helps you complete tasks in the recommended sequence and you can also find articles related to each task.
• Create a Named Credential for Automotive Scheduler
  A named credential specifies the authentication parameters and the URL of a callout endpoint in one definition. Create a named credential for all users who create appointments so that they’re automatically authenticated by the application. The Created By field on a service appointment record displays their name. The OmniScript-based appointment flows use the named credential as an input parameter in the integration procedures to identify the user who initiates the appointment.
• Set Up Holidays for Service Territories in Automotive Cloud
  Create holidays to represent days during which a service territory is non-operational. For example, all dealer showrooms and service centers in United States are closed on July 4. Territory managers can link this holiday to all applicable service territories so that they can avoid bookings for test drives and vehicle services on this day. You can create both planned and unplanned holidays.
• Set Up Service Representative Skills in Automotive Cloud
  Create basic skills to track the expertise of users such as service technicians and sales agents. Sales and service managers can optimize the workforce by assigning the right service resource to a work type based on the required skills.
• Set Up Operating Hours in Automotive Cloud
  Operating hours help identify the availability of a resource for a work type in a service territory. Define time slots for service territories, work types, and service territory members to ensure the right resource availability for an appointment. You can also link holidays to the service territories to avoid bookings on days when the service territory isn’t operational. For example, set up operating hours for the San Francisco Dealer Showroom service territory and link July 4 as a holiday. Define time slots for each weekday such as 8 AM to 6 PM.
• Set Up Service Territories in Automotive Cloud
  A service territory represents a dealer’s location where the service resources work. For example, create a parent territory named California, and three child territories named Northern California Neo Showroom, Central California Neo Showroom, and Southern California Neo Showroom. You can then organize your workforce by assigning resources to each territory to indicate who is available to work in that dealer location. You can also associate asset-type service resources such as the showroom cars used for test drives to a territory. Also associate work types with a service territory to standardize the types of jobs performed at that location. For example, add the General Vehicle Checkup work type to the Southern California Neo Showroom territory.
• Set Up User and Asset Service Resources in Automotive Cloud
  Create service resources to represent the users who assist with an appointment and the assets that are used in the appointment. For vehicle service and test drive appointments, create service resources of type Technician and relate them to a dealer’s service territory. Assign skills to them that match the different types of services provided by the dealer. For test drive appointments, also create service resources of type Asset to represent the vehicles used in test drives and relate them to a dealer’s service territory.
• Associate Business Profiles with Service Territories in Automotive Cloud
  Link a dealer’s business profile to a service territory so that you can track the dealer’s location. The scheduling flow in Automotive Cloud identifies the business profile related to a dealer account when a user from that dealership schedules a test drive or a vehicle service appointment from the Experience Cloud site. Depending on the dealer’s service territory related to their business profile, the scheduling flow automatically detects the dealer’s location and shows only the relevant resources and time slots for that territory.
• Set Up Work Type Groups in Automotive Cloud
  Work type groups identify the type of services that you provide. For example, as an original equipment manufacturer, you can create multiple work types for services provided at your service centers, and at your dealer locations. In Automotive Cloud, create a single work type group record for Test Drive. When a user schedules a test drive for a lead or opportunity, the scheduling flow automatically guides a user to the relevant resources and time slots for a test drive. Create multiple work type group records for vehicle services such as full vehicle repair, wheel and tire alignment, parts replacement, and more. When a user schedules a service appointment for a vehicle, the scheduling flow lets a user select their desired work type.
• Set Up Work Types in Automotive Cloud
  Work types are appointment templates that define key parameters, such as appointment duration, and availability time frame for a specific type of service that you’re providing. A work type maps a work type group (service type) to a service territory. Plan the typical duration, the type of appointment and the allowed time intervals between appointments for a service. Work types also map skill requirements for specific service types to ensure that users can create appointments only with service resources who have the necessary skills.
• Assign Skills to Work Types and Service Resources in Automotive Cloud
  A service territory can have multiple service resources assigned to it, which includes sales reps, service technicians, and service agents. The territory also has multiple work types associated with it such as general vehicle checkup, body and paint work, test drive assistance, and engine repairs. Assign skills to service resources to indicate their areas of expertise, and assign skills to work types to define the type of expertise required to perform the job. The scheduling flow in Automotive Cloud matches the skills of available service resources in a territory to the skills required for the selected work type to help users make the right choice.
• Do More Using Salesforce Scheduler Features in Automotive Cloud
  Extend the capabilities of Salesforce Scheduler in Automotive Cloud beyond the predefined appointment flows for test drives and vehicle services. You can implement additional capabilities of Salesforce Scheduler for your company as per your requirements. Configure and customize Salesforce Scheduler processes, objects, and APIs to make it work seamlessly with Automotive Cloud.
• Considerations for Appointment Scheduling in Automotive Cloud
  Review the considerations before you set up Automotive Scheduler and schedule appointments for your prospects and customers.
• Troubleshoot Appointment Scheduling in Automotive Cloud
  Can’t seem to get Automotive Scheduler working for you? To resolve issues with appointment scheduling, try these solutions.