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Perform Connected Services for Vehicles in Automotive Cloud
Use the Connected Services tab on a Vehicle record to launch service processes such as remote door lock and unlock, remote notification, and other custom processes. Use the Vehicle Status Panel card to view the real-time status and health of the vehicle.
Required Editions
| Available in: Enterprise, Unlimited, and Developer Editions. |
Service agents can use the different components on the Connected Services tab only for Vehicle records where the Connected Services Active checkbox is selected. If your admin has customized the Vehicle page layout to add other components to the tab that don’t depend on connected vehicle capabilities, you can access those.
Let’s look at how a service agent at Neo Motors uses the different components on the Connected Services tab of a Vehicle record.
The service agent receives a call from a customer Paul John who is facing some issues while driving. The driver isn’t able to unlock the rear left door of the vehicle. The agent opens the Neo Luxe 12TX 2023 Vs456 vehicle record and verifies that Paul is listed as both the customer and driver.
The service agent searches for and selects the Remote Door Lock and Unlock service process in the Action Launcher. On the card, the current status of all doors for the vehicle is shown. The agent changes the status of the rear left door from locked to unlocked. A case is automatically created which shows the status of the remote action request. When the case is updated and the remote action is successful, Paul thanks the agent over the call for the prompt action.
After the call is completed, the agent notices a record alert on the Vehicle record that’s automatically created by the actionable event orchestration process. The record alert was triggered based on the data received from the telematics systems in the vehicle, and the diagnostic code (DTC) is displayed as P0023. The agent wants to proactively communicate about the issue to Paul.
On the Connected Services tab, the agent clicks Refresh on the Vehicle Status Panel to get additional details. The data is updated based on direct integration with the telematics system. The engine temperature and the oil pressure metrics show higher than normal values and it concerns the agent.
The agent immediately creates a Case record of high priority to track the issue. He also creates a Work Order to track the service and repair of the vehicle.
Next, the agent searches for and selects the Remote Notifications and Alerts service process in the Action Launcher. On the card, the agent selects Case as the object and selects the specific case as the record. For Message, the agent enters “We’re looking into the critical metrics of engine temperature and oil pressure for your vehicle. We’ll contact you soon to confirm a service appointment based on our investigation.”
A case is automatically created which shows the status of the remote notification request. After the request is successful, the case is updated and Paul receives the message on the human machine interface (HMI) dashboard of the vehicle while he’s still on the road.
The agent resolved a customer’s query and also proactively notified the driver about critical issues with the vehicle performance.
