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Partner and Customer Experience Cloud Licenses for Automotive
Experience Cloud for Automotive is available with both Customer Community Plus and Partner Community user licenses. You can create a customer portal or a partner portal depending on which license you have. Review the capabilities offered by each license.
Required Editions
| Available in: Enterprise, Unlimited, and Developer Editions |
To get a comprehensive list of capabilities and comparisons for Customer Community Plus and Partner Community licenses, see this topic. Here, we focus on Automotive Cloud specific capabilities.
Customer Community Plus for Automotive License
You need this license to create a portal to connect with your customers. Both business accounts and person accounts are supported.
Give customers access to cases, knowledge articles, orders, and entitlements so that customers can track their sales and service history, quickly resolve issues through self-service processes, and track their vehicles and stakeholder relationships. Customers can also track financial activities related to their loans and leases, monitor fleet activities, and track vehicle titles. Customers can also schedule vehicle service appointments by selecting the type of maintenance or repair service, a service center location, a technician, and their preferred time slot.
Partner Community for Automotive License
You need this license to create a portal to connect with dealer groups. Person accounts aren’t supported. To facilitate partner relationship management, and orders.
You can share information about customers and their related stakeholders, the vehicles owned by the dealership, asset milestones, and product details. You can also allow partners to upload rebate claims and proof-of-sale documents for vehicle and parts sales. Partners can also submit claim items and update claim coverage payment details and track the adjusted claim amounts after the claims are approved. You can share visits and action plans with dealers to track their performance. Dealers can also facilitate loan and lease services for captive finance customers and help them with title transfers, account delinquencies, overdue payments, and other financial requests. Dealers can also schedule test drive appointments for prospects, and vehicle service appointments for their customers.
Automotive Capabilities for Guest Users
If a guest user logs into an Experience Cloud site that uses the Automotive template, they can access vehicles, vehicle definitions, assets, accounts, products, and asset milestones. Additionally, you must enable sharing settings and sharing rules for Account, Product and Asset objects for guest users. You can also create lead sharing rules for partner lead management site guest users with Read Only access for the Lead Line Item, Lead Preferred Seller, and Opportunity Preferred Seller objects. In an Experience Cloud site, provide public access by selecting Guest users can see and interact with the site without logging in for the partner lead management site and update the page access to Public in page settings.
Manage Automotive Sales, Service, and Finance with Experience Cloud
Here’s a quick rundown of the key capabilities that external users can take advantage of when they use an Experience Cloud site built from the Automotive template.
| Capability | Key Use Cases |
|---|---|
| Vehicle and Asset Management | Customers and partners can track each vehicle and its related parts and accessories, case and appointment history, related work orders, milestones, asset account participants, and asset contact participants. While partners use the vehicle information for both sales and service processes, customers would mainly track their personal vehicle and driver information using the portal. |
| Household Management | Customers and partners can track account account relationships, contact contact relationships, and party group relationships to understand how business, persons, and household members are related to each other. Users can also use Actionable Relationship Center graphs to visualize complex relationships. |
| Sales Processes | Partners can track leads, opportunities, quotes, and orders to drive vehicle sales and boost customer lifetime revenue. |
| Self-Service and Knowledge | Customers and partners can access knowledge articles and track warranty terms, work orders, cases, and entitlements. While partner users would typically address customer queries using the portal, customers would use the portal to find quick resolutions and raise cases. |
| Inventory Visibility | Partners such as dealers and suppliers can track movement of vehicles and parts across inventory locations and take stock of the inventory on hand. With serialized products, product items, product requests, return orders, and shipments, partners can easily model and track inventory for their sales and service processes. Customers and partners can also search for vehicles using the criteria-based search and filter component. |
| Business Planning | Partner users can collaborate on sales agreements and advanced account forecasts to track order fulfillment, demand realization, and they can predict business more accurately. |
| Loan and Lease Services | Customers can track the fees, balances, statements, and transactions for vehicle loans and leases. They can also track the vehicle titles, related stakeholders, and key milestones in the lifetime of a loan or a lease. While customers use the portal for self-service purposes, partners can use the portal to extend customer service related to payment or fees disputes and to upsell and cross-sell financial products. |
| Product Management | Partners can track products, product attributes, product media, product related materials, and vehicle definitions to understand the product portfolio and they can tailor the offerings for their customers. |
| Fleet Management | Customers and partners can monitor the health and performance of fleets, and track the related accounts, contacts, action plans, and vehicles. |
| Appointment Scheduling | Customers can schedule service appointments for vehicle repairs and periodic maintenance. Partners can schedule vehicle service appointments on behalf of customers, and they can also schedule test drives during the pre-sales process for prospects. |
| Warranty and Claims Management | Partners can submit warranty claims for the vehicles and parts they repair or replace for a customer and review the claim payouts after the clams are approved. Both customers and partners can track asset and product warranty terms and get visibility into exclusions, entitlements, and eligibility conditions. |
| Business Planning | Partner users can collaborate on sales agreements and advanced account forecasts to track order fulfillment, demand realization, and they can predict business more accurately. |
| Sales Processes | Partners can track leads, opportunities, quotes, and orders to drive vehicle sales and boost customer lifetime revenue. |
| Incentive Management | Partners can submit rebate claims and track their rebate payouts for vehicle and parts sales. They can also create retail delivery reports and transaction journal records to submit the proof-of-sales documents for vehicles and parts. |
| Visit Management | Partners can track the list of visits scheduled for their location, create visits for customer visits, and also track and manage action plans for visit tasks. |
| Return Order Management | Partners such as dealers and suppliers can generate return orders for products and assets to claim refunds against them. |
| Case Management | Customers can create cases to seek support for their sales, service, or captive finance processes. Partners can engage with customers using the portal to resolve the cases and improve customer satisfaction. |
| Work Order Management | Partners can create work orders for customer service requests and track the effort estimate, work plans, and related records such as products required and products consumed. |
